Terms and Conditions

Supply Terms

Accessing our site, and accepting a trade in will bound you into agreeing to the Terms & Conditions of this site

In order to accept to trade in a device you will need to tick the box to agree to these terms and conditions

Trade In Acceptance

By placing an order on our website, you warrant the following:

  • You are a resident in the United Kingdom.
  • You are accessing our website within the United Kingdom.
  • You are at least 18 years old and legally capable of entering into a binding contract.
  • If you are under 18 years of age, you have obtained your parent's or guardian's consent to sell your device to us in accordance to our terms and conditions.
  • You are the rightful owner of the device.

We have the right to reject any orders received upon discretion without any reason.

Devices are quoted on the valuation associated with the category you choose at trade in at point of sale

You are responsible to ensure devices are with Hate My Phone before 10 working days and 2 working days as a minimum is allowed for testing time. Anything after 10 working days is subject to change with up to date valuations and we cannot be held liable.

Trade In's are screened on arrival to the description selected

You will be notified if there is an issue via email and we will wait 5 working days for response. (If you do not respond to the email within that set time then we will proceed with payment and dispose of the unit)

If the item is not as described then it is down to you to accept the revised quotation based on our categories or decline the offer.

Any re-valuations that are declined will then have the device returned to you free of charge.

Once a trade in device or item is with Hate My Phone, you are not able to refuse or re-call the unit after payment.

You accept responsibility if any trade description selection, warrants what you have supplied to Hate My Phone

Category/Description of Products

To remove Icloud from a device can be seen on the Apple website or please get in touch with us; if Icloud is not removed then regardless if faulty or working - we may not accept to take the device

Goods other than mobile phones or similar electronic gadgets being traded in, may be classed as working - fully operational in good working condition or faulty - not fully operational or some damage to the unit that is significant.

Barred/Block/ Stolen Devices/ Fake Devices

We do not accept Barred/Blocked/ Fake/ stolen devices.

All devices will go through Checkmend or another database to ensure the device is not any of the above.

If the device is found to be, then we reserve the right to quarantine the device and the appropriate channels such as Police, Insurance companies etc will be contacted to return the device to the rightful owner.

You will be required to co-operate with the Authorities if your trade in is registered as lost or stolen.


Working devices, we are looking into the physical condition. In order to receive the full indicative value for your device it must be clear of significant cosmetic damage. Significant cosmetic damage, as we describe it here, includes deep marks and scratches, chips and cracks, large dents, scuffed paint, and excessively worn buttons and/or housing, amongst others (i.e., noticeable physical defects such as mismatched casing, discoloration and engravings/permanent marks). In the event of such cosmetic damage, we are obliged not to pay as much the original indicative value and will send you a revised quotation for your device via email and/or text.

Please note that the terms relating to cosmetic damage only apply to orders placed for working devices.


Trade in communication is made via email and it is your responsibility to ensure you have supplied the correct information such as the right email address

Hate My Phone is not liable for any emails not getting to the right email addresses due to Spam Filters, restrictions, setting on junk folders and etc.

Hate My Phone reserves the right to contact its customers and clients at anytime via the information you supplied to us

By ticking the stay in contact box at point of accepting the terms and conditions, allows Hate My Phone Ltd to contact you after the trade in, in regards of promotions, re-transacting, and other business related activity we are running.

Communication we will use is Phone Call, Email, SMS or any other electronic method at the time.

Website terms of use

Content is for general information and is subject to change without notice

Allowing Cookies on the site is used for market intelligence for us and third parties that work with us.

We cannot guarantee - accuracy, time, performance, or suitability of the information on the website. We therefore cannot accept any liability for errors or inaccuracies of material on the website

Website designs are owned of licensed to Hate My Phone Ltd, there is no limit to anything visible on the website like layout, graphics, design and etc.

Materials shown on the website are subject to copyrights to Hate My Phone Ltd


We are not liable for any lost or damaged post via Royal Mail on Freepost/Returns Service,

You can make claim against Royal Mail and we can direct you in the correct procedures

We will claim against Royal Mail if returned handsets from us do not reach you.

It your responsibility to ensure the device is packaged safely to ensure there is no damage or reasons for items to get lost in transit

You can choose to deliver handsets using your own courier or upgraded service on Royal Mail, but this will be at your own cost, as we only facilitate the freepost on all trade ins of devices.


Prices are subject to change at anytime and there is no limit to price changes processed in a set period.

Your price that you accept is valid for 10 working days and anything outside the 10 working days will change in line to that current price for that device or unit.

If you handset does not meet the category described, then we will offer you the suitable category and price for the device. You will have 5 working days to either decline or accept the offer. After 5 working days, if there no response via email, then will process the revised payment and you will lose the right to decide on what you want to do in this case.


Payments are made via Bac's / Bank Transfer

Bank Transfers and Bac's are usually same day payments but in small number of cases, they can take up 3 working days due to your bank.

We will make payment within 3 working days of receiving and testing the device; this is due to the volume of devices received.

Any payment discrepancy needs to be reported within 48 hours to try to resolve the issue and trace payments

Incorrect bank details could result in 1 month or longer for payment to returned and re-issued.

We do offer retail vouchers to buyers as alternative dependent on promotions ran at the time. Accepting a retail voucher will result in it being sent electronically via email or via post. You would then lose the right for the cash payment to be accepted.

Personal Data

It is your responsibility to ensure personal data is erased from your devices.

Hate My Phone will do factory restores, manufacturer resets, or use third party software to erase data, where it is possible, but we cannot be held liable to any personal information remaining on the device.

This goes for any media, data, information and etc

Devices that are faulty/ damaged / has software corruption may become not financially viable to erase personal data and is at the owners risk. This is only when it becomes challenging to use full functions on the device

Other Personal Data - Memory Cards, Storage Devices, SIM Cards and etc.

Hate My Phone cannot be liable to erase data, for any data found on other storage devices such as memory cards, sim cards and anything similar.

Sim Cards will be destroyed if found but it is your responsibility to either removing the sim card or contact the network operator to ensure the sim card is inactive. By accepting these term and conditions, you acknowledge and cannot hold Hate My Phone liable for any airtime disputes, where a sim card is sent with phone and any charges are incurred.

Sim Cards, Memory Cards and other storage device are non-returnable

Word Terms and Definitions

"You" or "Your" - is referred to the viewer or customer of the site

"Us" or "We" or "Hate My Phone" or "Hate My Phone Limited/Ltd" - is referred to the owner of the site and business

"Trade Ins" - is referred to your device, unit, handset, and gadget due to the mass amount variety we take back

Contact Us

Our Contact details for any concerns or issues once traded in, then go to our contact us page to correspond with us or use the information below -

Hate My Phone Ltd
Trading Address - Hate My Phone Ltd, Office Q015, 272 Kings Road, Birmingham, B11 2AB
Contact Number - 0121 439 3590
Opening Hours - Monday to Friday 10am - 4pm
Vat Number - GB 236 7345 94
Company Registration Number - 10037726