How selling your device to us works
The price on the device page is a firm estimate based on what you tell us. It becomes a confirmed offer once the device is on our bench and we have checked it ourselves. Most of the time those two numbers are the same. When they are not, you see the new one before anything is agreed, and you can walk away with the device back in your hands at no cost.
Start to finish
The whole process, in four steps
No haggling, and no offer that quietly changes without you being told why.
Get your estimate
Pick your model, storage and condition and the price we pay appears straight away. It is a firm estimate based on what you tell us, not a teaser figure designed to get you through the door.
Get the device to us
Three ways, all free: walk into the shop, book a collection from your door if you are within 5 miles, or post it from anywhere in mainland UK on a pre-paid label waiting on your order.
We test it and confirm the offer
On the bench we check the things a form cannot: battery health, the glass, the cameras, the reader, the port, and whether the parts inside are the originals. Then you get a confirmed offer by email.
You accept or reject, and get paid
Two buttons in your portal. Accept and payment goes out within one working day, usually the same day. Reject and the device comes back to you at no cost.
Already ordered?
What to do next
One thing to do before your device leaves you, and what to expect once it is with us.
Sign out and factory reset it
Do this before it leaves you. Turn off Find My and sign out of iCloud, or sign out of your Google account on Android, then factory reset it from the settings menu. Take out the SIM and any memory card, and back up anything you would miss.
A device that is still signed in stops at an activation lock that only you can clear, so we cannot test it and cannot confirm an offer until you do.
Waiting to send it or be collected
If you asked us to collect, the day and window you picked is a request until we confirm it. If you are posting it, your label and tracking number are waiting for you. Both show on your order in the portal.
Nothing turned up, or you need a different day? Message us on the order and we will sort it. There is no charge for changing a collection. The full detail is in collections and labels, below.
We have it, and you are waiting on the offer
We tell you when it arrives. Then it goes on the bench and we check the things a form cannot, and the confirmed offer appears on your order. You do not need to chase us for it.
Accept or reject it there. Accept and payment goes out within one working day. Reject and the device comes back to you free.
Three ways in
Getting the device to us
Pick whichever suits you. All three cost you nothing, and the arrangement lands in your inbox so you are never waiting on a phone call to know what happens next.
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In Haverhill
Walk in
Bring it to the shop and we test it while you wait, no appointment needed. We are open Monday to Friday 9am to 5pm and Saturday 10am to 1pm. Bring photo ID, because we record ID on every purchase.
Paid on the spot
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Within 5 miles
We collect from your door
Pick a day and a two-hour window between 7am and 10pm and we drive to you. Picking it sends a request, we email back to confirm it, and rearranging costs nothing.
Free
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Anywhere in mainland UK
Post it to us
We send a pre-paid tracked label to print and tape on, then you drop it at a Post Office or book a free Royal Mail collection from your door. No printer or no box? Ask for packaging and it arrives with the label already on it.
Free, £50 cover in transit
Outside the 5 miles we send a label rather than a van, which usually reaches us faster than waiting on a collection. Change your mind after sending it and the device comes back to you free either way.
The practical bit
Collections and labels, step by step
What is confirmed, what is not, and exactly what to do with a label once it lands.
If we are collecting
- Pick a day and a two-hour window. We collect between 7am and 10pm.
- That is a request, not a booking. We come back on your order to confirm it, or to offer the nearest window we can make. Slots outside our shop hours of Monday to Friday 9am to 5pm and Saturday 10am to 1pm are limited, so those are the most likely to move.
- Need a different time? Message us on the order in your portal and we will rearrange it. There is no charge for changing it and no limit on how many times.
- Nobody in when we arrive? We will contact you to rebook rather than leave a card and give up.
Collection is for addresses within 5 miles of the shop. Further out and we send a label instead, which is quicker for you than waiting on a van.
If you are posting it
- Your pre-paid label and tracking number are on your order in the portal. We email them to you as well, so you can use whichever you reach first.
- Print the label and tape it to the parcel. You need to do this whichever way you send it.
- Then either drop it at any Post Office whenever suits you, or book a free collection at send.royalmail.com/collect/youritems with your tracking number and Royal Mail will come to your door for it. Keep the receipt until we confirm it has arrived.
- No printer, or no box? Ask us for packaging and it arrives with the label already on it, in 1 to 2 working days. Nothing to print, nothing to find.
Cover on our label is £50. If the device is worth more than that, send it by whichever service you prefer, with the cover you want on it, to the shop address on our contact page. Keep the receipt until we confirm it has arrived.
Straight answer
Why an offer sometimes moves
Because the estimate came from a form and the offer comes from the device. An aftermarket screen, a battery below 90 per cent, or a repair someone did cheaply a year ago all change what the handset is worth to the next owner.
We will always try to honour the estimate, and we would rather hold a price than lose the sale over a few pounds, but we are not going to quote you one number and pay you another without telling you why. If it changes, the email says what changed and by how much.
This is also where your data goes. The device is fully wiped and factory reset at our shop before it goes anywhere else. Back up anything you would miss, sign out of iCloud or your Google account, and take out the SIM and any memory card first. A device still signed in stops at a lock screen only you can clear, and that is the single most common reason a sale stalls after the handset has already left someone.
Selling your device: your questions answered
Is the price on the device page the price I get?
It is a firm estimate, and most of the time it is exactly what you are paid. It is based on what you tell us about the device, so it becomes a confirmed offer once we have the handset on the bench and have checked it ourselves. You see the confirmed figure before anything is agreed.
What happens if you offer me less than the estimate?
You get an email that says what changed and by how much, and nothing happens until you answer it. Reject it and the device comes back to you at no cost, either collected from the shop or posted back free of charge. We would rather hold a price than lose a sale over a few pounds, so a lower offer means we found something that genuinely changes what the device is worth.
How long is my offer held for?
The hold runs for 14 days from the moment we send the confirmed offer, which gives you time to compare us against the online recyclers without the price moving under you.
Is my collection slot confirmed as soon as I pick it?
Not quite. Picking a day and a two-hour window sends us a request, and we come back on your order either confirming it or offering the nearest window we can make. Slots outside shop hours are the ones most likely to move, because there is one van and one of us driving it.
How do I change or cancel a collection?
Open your order in the portal at portal.mendmyi.com, or in the Repair Minder app on iPhone and iPad, and message us with what suits better. There is no charge for rearranging and no limit on how many times you do it. If nobody is in when we arrive we will contact you to rebook rather than just leaving a card.
Do you collect from my area?
We collect within 5 miles of the shop. Outside that we send a pre-paid label instead, which usually gets your device to us faster than waiting for a van to reach you. Either way it costs you nothing.
Do you cover Northern Ireland, the Isle of Man or the Channel Islands?
We do not collect from or post to Northern Ireland, the Isle of Man or the Channel Islands. You are still very welcome to walk into the shop in Haverhill, or arrange your own courier to bring the device to us at that address.
I have a label but no printer. What now?
Ask us to send packaging instead, and it arrives with the label already on it in 1 to 2 working days. That is the route with no printing in it at all. Booking a free Royal Mail collection does not solve this: the label still has to be printed and taped on before the driver arrives, because free collection means free collection, not free printing. A driver who finds nothing on the parcel cannot take it.
Do I have to reset the device and turn off Find My before I send it?
Yes, and it is the one step we cannot do for you. A device still signed in stops at an activation lock that only you can clear, so we cannot test it or confirm an offer until it is cleared. Turn off Find My and sign out of iCloud, or sign out of your Google account on Android, then factory reset it from the settings menu. Our guide at mendmyi.com/blog/how-to-wipe-your-phone-before-selling walks through it, and Apple publish their own instructions too.
You have my device. How long until I get the offer?
We tell you when it arrives, then it goes on the bench and the confirmed offer appears on your order once we have checked it. You do not need to chase us. Accept or reject it in the portal at portal.mendmyi.com, or in the Repair Minder app on iPhone and iPad, and accepting pays out within one working day.
When exactly do I get paid?
Within one working day of you accepting, and in practice usually the same day. It goes out as cash or a bank transfer, never store credit.
What if I change my mind after sending the device?
Reject the offer in your portal and we send the device back free of charge, or you can collect it from the shop. We do not keep a device because a courier label has already been used.
How do I wipe my device before selling it?
Sign out of iCloud or your Google account first, then factory reset it from the settings menu, and take the SIM and any memory card out. Back up anything you would miss before you start. We fully wipe and factory reset every device at the shop as well, but one that is still signed in stops at a lock screen only you can clear, and that is the single most common reason a sale stalls.
Do I need to include the charger or the box?
No. We buy the device on its own, so keep the cable, the plug and the box. Take the SIM and any memory card out before it comes to us, because those are yours and are not part of the sale.