About Us

Smart Cellular is a trading name of Smart Cherry Mobiles Ltd -

Registered Company Address:
Smart Cellular, Eliot Park
Innovation Centre,
4 Barling Way, Nuneaton, CV10 7RH
Company Reg Number: 09036738
VAT number: 194849450

General

We reserve the right to change these terms and conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

When you submit an order on our website, you affirm that:
• You reside within Great Britain.
• You are using our site from within this country.
• You possess the legal authority to form a binding agreement.
• You are 18 years of age or older, or
• If you are under 18, you have secured consent from your parent or guardian to sell your device to us for the specified amount on our website.

Selling A Device

For all trade-in items valued at over £500, identification will be necessary to verify the transaction. Acceptable forms of ID include a passport or driver's license.

Additionally, for items that are brand new and still sealed, proof must be provided to confirm that they are not currently under contract. Proof of ownership, such as a purchase receipt, is also required to authenticate the trade-in.

We do not accept any items which have been purchased from a Market Place (examples of this include Facebook Market, Amazon, eBay, Backmarket etc.)

There is a limitation of a maximum 6 units you per household per year. You will be required to provide proof of ownership of the item(s) being sold.

If you wish to sell more than 6 items to Smart Cellular, you are required to open a Business Account.
Please download the (business account form), fill all required details and attach this on an email to sell@smartcellular.co.uk.

Business / Grading

When you submit your order, you propose to sell your Item (s) to us at the price indicated in our initial quotation. We will acknowledge this proposal by sending you a written confirmation via email, which will signify that we have processed your order and are ready to receive the Item (s) for a thorough inspection. It's important to understand that our commitment to purchasing your item (s) is contingent upon their meeting our fair and transparent inspection criteria. Should your item (s) pass this assessment, we will remit payment using the original quote amount. However, if your Item (s) do not meet our standards during the inspection, we reserve the right to offer you a revised quote, which may differ from the initial amount.

• Each device is unique, and its grade can differ across various models, influenced by the extent of wear and overall state.

• All Trade-In items must meet our comprehensive grading criteria. It's essential to thoroughly read the grading system before you send your device. This will ensure that you are fully aware of the detailed criteria your device needs to meet, giving you confidence in our thorough process.

• All Trade-In items must power on and off, be functional, and be free from personal damage. Personal damage includes but is not limited to cracked screens, water damage, and significant scratches. Face ID, Touch ID, and the Home button should all function properly. They CANNOT be crushed and MUST be a UK model, original, and meet the manufacturer's original specifications—this means there have been no modifications, such as Jail Broken or root.

• Our quality control team, who are trained to ensure fairness and accuracy, checks all Trade-in Items sold to us during our inspection process. Tech Items will automatically fail the inspection if the Item that you sent to us is NOT as you described it when you entered the details of this Item on the website and created the order. This is to ensure that the trade-in process is fair and transparent for all parties involved.

Our grading system is as follow:

New

Select New if your phone has:

• Phone comes with the original box in new condition matching the device IMEI and details.

• Phone comes with all accessories which must be unused/unopened.

• The handset itself must be flawless and must not contain any scratches, spot damage, discolouration, dents or have any visible marks.

• The handset can’t be used or activated/never charged or connected to iTunes.

• The phone must have ONLY OEM factory parts and must not have any replacements/refurbished parts.

• Free from Finance, you must not be paying for the handset as part of your monthly contract, or the handset cannot be the property of a company you work with.

• If your device does not meet our requirements, we will notify you of this and will provide you with an alternative price which you are free to accept or decline.

Excellent

Select Excellent if your phone has:

• Phone must be fully functional with no issues to software or hardware i.e., no ghost touch/screen defects.

• The phone functions must all work properly and must turn on and off with no issues.

• All features of device must be functional such as Touch ID, Face ID and any other product specific function to allow full enjoyment of phone.

• All parts must be OEM and must be working correctly i.e., Wi-Fi, Camera, Microphone etc. - Battery must be OEM and must be above 80%.

• The device can have no more than 1-3 light signs of use on a SINGLE area. i.e., cannot have multiple areas around the device with 1-3 light marks. Must be secluded to one space/area.

• The device can have no more than 1-3 light signs of use on a SINGLE area. i.e., cannot have multiple areas around the device with 1-3 light marks. Must be secluded to one space/area.

• Phone must be suitably repaired/refurbed using only OEM parts and not high-quality replicas to guarantee authenticity and quality.

• No error messages can be present i.e., "unable to verify the device has a genuine Apple battery/screen" notification.

•Battery health minimum of 80%

Good

Select Good if your phone has:

• Everything working as it should

• No major damage (i.e., water damage, chips or cracks to the screen or phone)

• No heavy wear and tear, such as scuffs, dents, and deep scratches

• No cracked glass, screen, or pixel damage

• No screen burns

• Fully working system software

• Touch, Face ID, NFC work (If applicable)

• No pass code, iCloud lock, google account locked or any other account locked

• Battery health minimum of 80%

Poor

Select Poor if your phone has:

• Heavy signs of scratching or wear and tear, and dents

• Battery less than 80%

• Liquid damage

• Physical damage including; Cracks, pressure marks, screen burn, dents, engravings, pixel discoloration or dead pixels

• Device not fully functional

Device will not be accepted if missing any components/bent/crushed or snapped in half.

If your device does not meet our requirements, we will notify you of this and will provide you with an alternative price which you are free to accept or decline.

Pricing

Our selling prices are subject to change at any given time without notice. Be aware that the initial quote for your device is provisional and may be adjusted following a thorough inspection by our quality assessment team.

The valuations for mobile phones as well as other devices on our website may fluctuate and can be updated without prior warning. The worth of your mobile phone or any other device could vary with each day, so a quote given on one day may differ if a sales order isn't placed immediately. The potential change in valuation is independent of all other terms and conditions.

If the price for your device has been adjusted, you have the right to ask for an explanation and photographic evidence to back up the statement.

Once you have placed an order to sell your device to Smart Cellular, the quoted price is guaranteed for 14 days from the date the order has been placed, weekends included.

If a device is not sent within the 14 days, the order will expire automatically. You are required to complete the form and place an order to sell again.

Coupon Codes

Coupon Codes can only be used once per customer, this cannot be used in conjunction with any other promotional offers, are not transferable and remain our property. There is no cash alternative.

Payments

We provide a choice between two payment options: direct bank transfer or PayPal.

Please note that PayPal transactions for the sale of goods are subject to fees. For domestic transactions, PayPal typically charges a fee of 2.9% plus a fixed fee. These fees are the responsibility of the customer and are part of PayPal's terms of service for commercial transactions.

Payments via Bank Transfer must be processed to the account specified during the online ordering process. Once a Bank Transfer payment has been executed, it is final and cannot be reversed or reissued under any conditions.

Upon receipt of your device at our facility and confirmation that it meets our grading standards, we guarantee same-day payment processing to your selected payment method. You will receive notification of the payment via email, and you can also monitor the status through your Sell Account. Should your device need additional evaluation to finalise the price, please allow an extra time to process this.

sell@smartcellular.co.uk.

(Please note that our operations are from Monday to Friday, 9am to 5pm, excluding public holidays.)

Be aware that after the acceptance and completion of the payment, we are unable to negotiate or adjust the price, as at that point the item is deemed sold.

Sending An Item

We offer a complimentary shipping label which insures your item for a maximum of £150.

To Print a Free Tracked Label please use the following:

https://www.royalmail.com/track-my-return#/details/3688

To locate your nearest Royal Mail Post office:

https://www.royalmail.com/services-near-you#/

Be aware that the complimentary shipping label we provide insures your item for a maximum of £150. Should the value of your device exceed this amount, it is your responsibility to secure additional insurance to cover the full value of the device, as we cannot offer compensation beyond the insured amount.

It is advisable that you send any high-value units via registered special delivery post to ensure successful delivery. Also, keep the receipt and tracking number for future reference.

Ensure it is adequately insured for loss in transit, and
Ensure that it is adequately physically protected.
SmartCellular cannot be held liable for any loss sustained due to inadequate packaging during transit.

If your tracking number does not update, you will need to open a claim with Royal Mail after 10 working days.

Ensure that a delivery note is enclosed in your package. If printing is not an option, simply jot down your order details on a piece of paper and place it inside the parcel. Please ensure that you have received a confirmation email containing your order number prior to dispatching your item. If we cannot find your details and there is no method for us to identify your order, your parcel will be placed in a 'No-Name' section. It will remain there until you contact us with the parcel's tracking number and a description of its contents. Additionally, be advised that the valuation of your device will be based on the date when the order is claimed by you, the customer, rather than the date the device was initially received by us.

Please note, we no longer provide Sale Packs. You are required to arrange your own means of sending items to Smart Cellular. We will only refund the postage fee if the item has been processed/accepted, this will be up to a maximum of £8.50 once proof of receipt is provided.  

Before dispatching your device to us, make sure to take out your SIM card. We are not responsible for any costs incurred if a SIM card is included with a device. Such charges will remain your obligation. Please note, we cannot return any SIM cards that we receive.  

Make sure that your device is reset to its original factory settings and that any passcodes, along with iCloud or Google accounts, have been cleared before sending it to us.

Please post your item to the following address:
Smart Cellular, Eliot Park Innovation Centre,
4 Barling Way,
Nuneaton, CV10 7RH

Please Note:
1. You are responsible for keeping a note of your receipt from the Post Office which will have the tracking number when sending a device. Smart Cellular will not be held liable if you lose or are unable to locate a tracking number.
2. For the safety and legal protection of all parties involved, we are unable to process returns or accept items directly in person.
3. To ensure efficient and clear communication, we kindly request that all correspondence be conducted through email and phone calls. We do not accept customer visits / appointments.

Postage & Packing

Be aware that the complimentary shipping label we provide insures your item for a maximum of £150. Should the value of your device exceed this amount, it is your responsibility to secure additional insurance to cover the full value of the device, as we cannot offer compensation beyond the insured amount.

We offer a complimentary shipping label which insures your item for a maximum of £150.

To Print a Free Tracked Label please use the following:

https://www.royalmail.com/track-my-return#/details/3688

To locate your nearest Royal Mail Post office:

https://www.royalmail.com/services-near-you#/

It is advisable that you send any high-value units via registered special delivery post to ensure successful delivery. Also, keep the receipt and tracking number for future reference.

For each package, you send in it is your responsibility to:
Ensure it is adequately insured for loss in transit, and
Ensure that it is adequately physically protected.
SmartCellular cannot be held liable for any loss sustained due to inadequate packaging during transit.

Please take pictures of your parcel and the item before sending it. Make sure that you pack your item securely and that you keep your receipt with the tracking. If your tracking number does not update, you will need to open a claim with Royal Mail after 10 working days, as the sender is responsible for opening the claim, however, if you have used our label, we will open the claim for you.

If your device incurs damage or is lost during transit with Royal Mail, it is essential that you independently file a claim through Royal Mail's official claims process. Smart Cellular assumes no liability for devices damaged or lost while in the care of Royal Mail, nor for any delivery failures on their part.

To initiate a Royal Mail claim, you will need:
• Comprehensive details of both the sender and the recipient.
• The specific Royal Mail service utilized (such as 1st Class, Royal Mail Signed For®, International Standard, etc.).
• The date and location where the item was originally posted.
• Evidence of postage and, if applicable, proof of the item's value or purchase price. These documents can be uploaded directly to the online claim form, so please prepare them in advance.
• For claims concerning damaged or partially lost items, digital or electronic images that clearly depict the damage to the item and all its original packaging are required.

Please be aware that you must submit your claim to Royal Mail within 30 calendar days from the date the item was posted.

When selecting a courier service, it is crucial to carefully review the insurance coverage offered for your item to ensure it is adequately protected. We have compiled a comprehensive list of distinguished courier services for your convenience. Alongside each, you will find the corresponding postage pricing. This information is designed to assist you in making an informed decision that aligns with your shipping needs and the value of your item. (Please note we will only reimburse your postage up to £8.50, and only after you provide us with your proof of postage)

Please see links to most reputable couriers below and see the postage pricing:

https://www.royalmail.com/

https://www.evri.com/send

https://send.dhlparcel.co.uk/

https://www.dpdlocal.co.uk/

Uploading Images

While it's not mandatory for customers to provide photographs of their handsets when sending them to us, we strongly advise you to document your device with clear images for your personal records. This is a precautionary measure that can help verify the condition of your device before shipment.

Ensure that the photographs capture the device in good lighting and include visible proof of the current date and the device's IMEI number. These images could serve as valuable evidence of your device's state should any disputes arise.

Rejecting An item / Service

Smart Cellular reserves the right the reject any item which does not meet our Trade-In criteria, or we detected any suspicious activity. You will be notified via email and will require to respond with the full and correct address to the item is to be returned to.

Smart Cellular reserves the right to refuse a device being sold. If we suspect any suspicious activities with orders placed, we will cancel the order and refuse any future orders.

If your device does not meet our grading criteria, we will have this rejected. You will need to email us the full and correct address as we will have the item shipped back to you.

Please note, if you decline to accept our offer, we can send the device back free of charge using our Tracked48 label which insured the item up to £150. If you would like a higher insurance, you are required to pay for the postage when the item is being sent back, we will let you know what is the amount difference that needs to be paid. Be aware that this also includes if the item has been rejected by Smart Cellular. 

If you decline a revised offer for your order, we will initiate the return of your device(s). Kindly anticipate a delivery timeframe of 3-5 working days. Should the initial delivery attempt be unsuccessful, we will reach out to you via phone and email to coordinate a second delivery. If the second delivery attempt also fails, it will be your responsibility to get in touch with us to organise a third delivery, which will be at your expense. In the absence of communication from your side within 7 days following the second failed delivery attempt, we will proceed to process your payment at the revised offer value.

Lost or Stolen Devices

Selling a device that is not rightfully yours is not just a violation of our terms, but a serious criminal offense. 

We will check the IMEI/Serial number of all mobile phones received on a database of lost and stolen property records to ensure no lost or stolen items are purchased. 

Should our checks reveal any indication that a mobile phone or device has been reported lost or stolen, or if there are other concerns such as disputed ownership or outstanding financial obligations regarding its ownership, we will immediately inform the seller via email and place the item in a 28-day quarantine. During this period, payment will be deferred until valid proof is provided that the device was neither lost nor stolen. 

To proceed with the sale, you must demonstrate your legitimate ownership and clear any lost or stolen records linked to the device within this timeframe. Valid proof of ownership may include original purchase receipts, warranty documents, or any other legally recognized documents that establish your ownership of the device. 

If the device is cleared in our records and all ownership issues are resolved within the quarantine period, we will promptly finalize your sale and issue payment as usual. We strive to ensure a fair and transparent process for all our sellers. 

On the other hand, if the device remains uncleared after the quarantine period, legal obligations compel us to retain the device, surrender it to law enforcement, or dispose of it accordingly. By agreeing to our terms, you consent to this procedure and understand that no payment will be made in such cases. 

In compliance with UK law, we are prohibited from returning or compensating for any mobile phone or device that is confirmed to be lost, stolen, or flagged in records. 

If you have received a payment from Smart Cellular for a device which we later find out there is an issue in relation to ownership, you agree to reimburse the payment in full within 3 working days. The 3 business days will be from the date we send a written request. Any payment which is pending, an investigation will start by Smart Cellular, and we will involve any law enforcements. 

You agree to co-operate with us in resolving any issues if we are to become aware of any issues relating to the ownership of the mobile. This cooperation may involve providing additional documentation, responding to queries in a timely manner, or any other reasonable actions that facilitate the resolution process. You agree that you are aware the Police or any other law enforcement authorities may contact you in relation to this. 

We may be required to provide seller details to the Police or any authorized bodies when investigating a crime related to the sale of the device, or when legally obligated to do so. By entering this contract, you agree to Smart Cellular disclosing any data to the Police or any other bodies for the purpose of investigating a crime. 

Please note: any others we may find to have been stolen will remain in our possession throughout the investigation process. If it is found to be lost or stolen, we will give the device to the Police or dispose of this ourselves. 

Data Risks

By sending your device, you acknowledge that you are responsible for removing all personal data and we are not liable for any loss or claims related to the device or its data. We cannot guarantee the security of data left on devices sent to us.

We urge you to erase all personal data if your device is working or perform a remote wipe if it's not. We cannot ensure the deletion of data from non-functional devices, and sending such devices implies you accept this risk. Although we don't take responsibility for data security, we typically require third parties who receive devices from us to delete all data.

Circumstances Beyond Our Control

Our company is committed to fulfilling our contractual obligations with diligence and efficiency. However, we must clarify that we will not bear liability or responsibility for any inability to perform or delays in executing our duties when such shortcomings result from circumstances beyond our reasonable control. This includes, but is not limited to, natural disasters, acts of war, strikes, lockouts, significant disruptions in transportation networks, pandemics, or other force majeure events. Additionally, our adherence to any relevant legal or regulatory requirements that may impact our performance timelines will not be grounds for liability. We strive to navigate these challenges professionally and resume normal operations as swiftly as possible once these external factors cease to affect our services.

Customer Service

Ensuring your satisfaction is a top priority for us at Smart Cellular. If you have any queries or need assistance with selling your items on our website, please don't hesitate to reach out. You can visit our contact page at Smart Cellular Sell for more information. Alternatively, you can email us directly at sell@smartcellular.co.uk.

For a swift and efficient response, please remember to include your Order Number in your email correspondence.

By placing an order with Smart Cellular, you agree you have read the Terms and Conditions and have agreed to this. This does not affect your statutory rights. If you have any complaints, please email us at sell@smartcellular.co.uk – please keep all correspondence via email– within 5 days we will acknowledge receipt of your complaint, and start the investigation on your complaint.