Trade-in FAQs

Everything you need to know about selling your phone or Apple Watch to JamesMobiles.

Choosing your device

How do I start a trade-in?

Choose your phone or Apple Watch from the available catalogue. For phones, select storage and condition. For watches, select case size, connectivity and condition. Read the condition checklist before choosing the description that best matches your device. Then enter your details and follow the shipping instructions. We inspect your device when it arrives.

What should I check before choosing a condition?

• Does the device switch on and charge?

• Is the screen cracked, and do the display and touch controls work?

• What battery health does the device show?

• Are there any other faults, liquid damage or previous repairs?

If you are unsure or need to tell us about a fault, email support@jamesmobiles.com. Include your trade-in reference if you have one. Please contact us before sending the device rather than guessing.

Apple Watch trade-ins

Which Apple Watches can I trade in?

Choose an Apple Watch currently listed in our catalogue. Check the exact model, case size and whether it is GPS or GPS + Cellular. Only listed variants are available for an online quote.

Can I trade in a faulty Apple Watch?

Yes, if it meets the watch checklist for the selected grade. HRM and NFC/contactless functionality must work on every grade. A Poor Faulty watch may have a broken LCD, but must power on and remain accessible so we can test it. Read the phone and Apple Watch grading guide before sending.

How do I prepare my Apple Watch?

Unpair it using the Watch app on your iPhone and remove Activation Lock. Erasing the watch alone does not remove Activation Lock. Remove the mobile plan for GPS + Cellular models and contact your network about cancelling its subscription. See our preparation guide and never send us your password or passcode.

Does a GPS-only Apple Watch have an IMEI?

Use the watch serial number if providing an identifier for a GPS-only model. GPS + Cellular models also have an IMEI. The identifier field is optional; follow the skip instructions shown in the form if you do not have it.

Do watches qualify for the £5 donation?

Yes. We donate £5 for each eligible Apple Watch successfully bought, separately from your payment. Returned, rejected or unpurchased devices do not qualify.

Can I trade in a phone and watch together?

Yes. Add each device separately and check its details. The total trade-in must be at least £50, with up to five items per trade-in. Wrap each device separately and include your trade-in reference in the parcel.

Preparing and posting

How do I prepare my phone?

1. Back up anything you want to keep.

2. Transfer your mobile service and any eSIM.

3. Sign out of your Apple Account and remove Find My and Activation Lock.

4. Erase your personal content and settings.

5. Remove your physical SIM card.

What if I cannot remove an account lock or erase my device?

Contact us before posting it. Remove account locks using your own account. Never share your Apple Account password or device passcode with us.

How do I pack and send my device?

• Follow the instructions for the shipping service selected during your trade-in.

• Use a sturdy box with enough padding to stop the device moving.

• Include your trade-in reference inside the parcel.

• Keep your proof of postage.

If the battery is swollen, leaking or damaged, do not post the device. Contact us for guidance.

Payment and offers

How will I be paid?

We pay by bank transfer. Enter your account holder name, sort code and account number in the three separate bank-detail fields during your trade-in. Use the same bank details for each device if you are sending more than one.

Contact us with your trade-in reference if you need help with payment arrangements. Never provide online-banking passwords, PINs or one-time security codes.

When will I receive payment?

We aim to instruct your bank-transfer payment on the same working day once your device has been received, tested and the final price accepted.

Banking cut-offs, weekends and bank holidays may mean the next working day. Email us with your trade-in reference for an update.

What happens if my device’s condition is different?

If inspection reduces your valuation, we explain why and send a revised offer. You can:

• Accept the revised offer; or

• Decline it and request a free return.

No reply is not acceptance. We send a reminder after 7 calendar days without a reply. After a further 21 calendar days without a reply, we may return your device.

Returns require a valid UK address and are subject to the legal, carrier and ownership restrictions in clauses 7 and 11 of our Terms & Conditions.

Can I cancel or change my trade-in?

Contact us as soon as possible. Include your trade-in reference and tell us whether you have already posted the device. If you cancel after we receive your device and ask us to return it, a £30.00 return charge per device applies. The same £30.00 charge applies to locked-device returns; it is charged only once per device, even if both reasons apply. Payment must be made to JamesMobiles/RJG Trading Limited by bank transfer before return dispatch. Returns following a declined revised offer remain free unless the device is locked.

Charity and support

How does the £5 charity promise work?

For each eligible phone or Apple Watch successfully bought, JamesMobiles donates £5 to charity separately from your payment. It does not reduce your agreed payment.

Choose a listed charity or nominate another charity, subject to verification before donation. No donation is made for rejected, returned or unpurchased devices.

Still need help?

Email support@jamesmobiles.com. Include your trade-in reference if you have one.