Device Condition Criteria

Device Condition Criteria

To receive the full value offered for your device, the following condition criteria must be met.

The Phone Shop Sunderland reserves the right to inspect all devices upon receipt and revise quotations where the actual condition differs from the description provided.

New

To qualify as New, the following conditions must be met:

✅ Device is brand new, unused and unopened
✅ Original packaging and accessories are included
✅ Factory seals remain intact
✅ Device must be genuine UK or European specification
✅ Device must not be financed, blacklisted or linked to any account

Good Condition

To qualify as Good, the following conditions must be met:

✅ All parts and system software are original and fully functional
✅ Light wear and tear is acceptable
✅ Minor surface scratches are acceptable if:

  • they cannot be felt with a fingernail; and
  • they are not visible during normal screen use

✅ Touchscreen functions correctly
✅ Face ID / Touch ID / Fingerprint recognition functions correctly (where applicable)
✅ NFC functionality works correctly (where applicable)
✅ Battery health is above 85%

❌ No cracks to screen or housing
❌ No chips, dents or deep scratches
❌ No liquid damage
❌ No bends or structural damage

Poor Condition

To qualify as Poor, the following conditions must be met:

✅ All major functions remain fully operational
✅ Device powers on and functions correctly
✅ Screen may contain visible scratches
✅ Housing may contain light marks or scratches

✅ Touchscreen functions correctly
✅ Face ID / Touch ID / Fingerprint recognition functions correctly (where applicable)
✅ NFC functionality works correctly (where applicable)
✅ Battery health is above 80%

❌ No major cracks to screen or housing
❌ No major dents, chips or deep gouges
❌ No liquid damage
❌ No bent frames or severe housing damage

Devices with excessive cosmetic damage may instead be categorised as Faulty/Broken.

Faulty / Broken

Devices may still qualify for purchase if faulty or damaged.

This may include:

✅ Faulty batteries
✅ Charging issues
✅ Camera faults
✅ Cracked front screens
✅ Cracked back glass
✅ Heavy cosmetic wear
✅ Deep scratches or dents

However:

✅ Devices must still power on and activate to the home/setup screen in order for us to guarantee secure data removal.

Screens with cracked glass must remain refurbishable. Devices may receive reduced offers where any of the following are present:

❌ Touchscreen faults
❌ LCD / OLED damage
❌ Dead pixels
❌ Discolouration
❌ Screen burn
❌ Liquid damage
❌ Bent frames
❌ Snapped housings
❌ Missing components
❌ Counterfeit or non-genuine parts
❌ Faulty Face ID / Touch ID / NFC systems

Devices with severe structural or liquid damage may receive substantially revised quotations or be rejected entirely.

Important Account & Reset Requirements

All devices must:

✅ Be fully factory reset
✅ Have all personal data removed
✅ Be removed from:

  • iCloud
  • Find My iPhone
  • Samsung Account
  • Google Account
  • MDM or enterprise locks

Devices received with active locks or inaccessible software may:

  • delay processing;
  • require return at your expense; or
  • receive revised quotations.

Revised Quotations

The Phone Shop Sunderland reserves the right to revise or withdraw any quotation after physical inspection of the device.

If the actual condition differs from the original description provided, we will contact you with a revised offer.

Any revised quotation will clearly explain the reason for the adjustment.

If you do not accept the revised quotation, you must notify us within three days of receiving it.

If no response is received within this period, your non-response may be treated as acceptance of the revised quotation.

Finance, Blacklisting & Ownership

All devices must:

✅ Be legally owned by you
✅ Be free from finance agreements
✅ Not be subject to insurance claims
✅ Not be reported lost or stolen
✅ Not be blacklisted or greylisted

Devices found to be:

❌ Blacklisted
❌ Greylisted
❌ Reported lost or stolen
❌ Under finance
❌ Subject to insurance claims

may be:

  • rejected;
  • returned at your expense;
  • quarantined pending investigation; or
  • reported to relevant authorities where legally required.

Send or Bring Your Device To

The Phone Shop
93 Chester Road
Sunderland
SR4 7EZ

📞 0191 564 1919
📧 [email protected]
🌐 www.phoneshopsunderland.co.uk

🕒 Monday–Saturday: 9am–6pm
🕒 Sunday: 10am–4pm