I've not received my trade-in credit or received less than expected. What should I do?

If your trade-in is taking longer than expected, or you received less than your original quote, here’s everything you need to know:

We’ll keep you in the loop every step of the way. You’ll receive an email when we receive your phone, once it’s been valued, and when the payment has been processed.

Once your phone’s condition is confirmed, you’ll receive your payment within 1-3 working days. Some banks may take up to two additional days to clear the payment.

If your phone isn’t in the condition you originally described, we’ll send you an email with an alternative offer. You’ll need to manually accept this offer before we can proceed with the payment.

Have a question? Please contact TradeUpHelp@currys.co.uk.

If you’ve received less than expected for your trade-in, here’s what could have happened:

1. If your phone’s not in the condition described, we may not give you the price quoted. We’ll send you an email advising of the issues we found and offering a different value. If you no longer wish to go ahead, please contact TradeUpHelp@currys.co.uk and we’ll send your phone back for free.
2. If you claimed an ‘Enhanced Trade-In’ promotion, your payments may be sent separately. Unfortunately, you will not receive the additional value if you did not fill out this form before sending back your phone.

To read all the T&Cs, please visit our Trade-In page and click on Terms and Conditions.

Our trade-in service is provided by our sister company, Currys. For any questions about your trade-in, please contact TradeUpHelp@currys.co.uk.