Mobile Phone Recycling

FAQs

Recycling your handset

How does it work?

To find out more visit our How It Works page.

Can anyone send handsets in?

In order to use Tesco Mobile Phone Recycling you must be 18 years of age or older, live in the UK and be the rightful owner of the phone you want to recycle.

What types of mobile phone can I send in?

You can send in any make or model of mobile phone listed on our website whether it is working or non working. The better and newer the model, the more money you will receive. Please note we do not accept non-UK handsets (handsets with foreign specifications or locked to a foreign network)

What do I need to send with the handset?

You need to make sure you include the battery and battery cover with the handset as without them, they will be paid as non-working. As for the mains charger, headset and other accessories – it's up to you. Accessories will not increase the value of your trade, but they will be recycled in line with EU standards. Please be sure to save and remove any data or photos you wish to keep and remove your SIM Card before sending your old mobile phone to us. Any personal details sent to us will be destroyed immediately and therefore cannot be returned. If you have a security PIN code on your mobile, make sure you either remove it completely, or if you don't know how, provide the PIN code to us in the correct field on the phone details page. Phones that are received locked with a PIN code will only qualify for a non-working price unless you provide the code.

What do I do if I cannot see my handset listed?

We have over 1,000 handsets listed on our website, but if you cannot find your exact model, submit a query through the "Contact Us" page

Can companies, organisations and charities use this service?

The Services are a consumer service, meaning they are not available to persons in the business of recycling phones, commercial businesses or professional organisations (if this applies to you, please contact us to discuss how we may be able to assist).

Sending your handset

Is there a limit on the number of handsets that I can send in?

Yes, there is a limit of 5 handsets each year, per household

Do I need to pay for postage to send my handset in?

No, we will provide you with a FREEPOST label to attach to your parcel; Please pack your device carefully in to a box, enclose in a postal bag, attach the Freepost label included on your welcome letter and send at the Post Office. We are unfortunately not able to accept responsibility for handsets until they are received at our facility. Therefore, we strongly recommend that you send your phone via special or recorded delivery. This will allow you to track the delivery of your phone and allow you to make a Royal Mail claim for loss or damage which may cover you up to £46 for Recorded Delivery, or £500 for Special Delivery.

How much time do I have to send my handset in?

Tesco Phone Shop Mobile Recycling will guarantee the value of your handsets will remain the same for 14 days from the date you place your order. This will provide you with sufficient time to get the handset(s) to us.

What should I do if I haven't sent the handset in after 14 days?

Handset values change often. If the value of yours has changed since the date you placed your order, we will be unable to honour the original price quoted for your handset(s) past the 14-day guarantee period. You can still send your handset(s) in, however upon receipt you'll be notified that it was received late and asked if you accept the new price. Once you accept, you will be paid at the price valid on the date your handset is received.

What should I do if I don’t receive my Welcome Pack?

You should receive your Welcome pack including postage instructions within 3-4 working days. However if you do not receive your Welcome Pack please contact us at info@tescomobilerecycle.com and include the following information:

1. Your name

2. Your current address

3. Your order number and date the order was placed

A member of our customer service team will dispatch another Welcome Pack and contact you to let you know it's been done.

How should I package my device when I am sending in the post?

When sending devices we will not provide packaging apart from the Welcome Pack. The Royal Mail recommends you pack your device up carefully. Wrap it in at least 1cm of cushioning e.g., bubble wrap and pop it in a box, you could use your original box or anything that makes it strong and rigid so it doesn’t move about. There should be a maximum of two devices per parcel. The battery should not be damaged, the original OEM battery should be included and installed within the phone, the battery should protected, the phone protected from false activation, and no additional spare batteries are permitted in the parcel.

Payment

How and when will I receive payment?

Upon receipt of your handset(s) at our recycling centre, we will verify that the condition of each of your
handset(s) matches the condition you listed when you placed your order. Once all handsets on your order have been successfully verified, your payment will be processed. Payment should then be with you within 4 working days for BACS (electronic bank transfer) or Cheque. Please note Tesco Mobile Phone Recycling is operated by 20:20 Mobile, so your BACS payment will show 20:20 Mobile UK as the source of the funds.

What happens if my handset is physically damaged or liquid damaged?

To qualify for 100% of the working price, your handset must be in perfect working order and un-damaged. Non-working phones will be paid at the listed non-working price. Certain conditions, such as liquid damage, or a phone being broken in more than one piece are considered a failure to meet the minimum requirements and render the phone ineligible for payment. Please refer to our "Terms & Conditions" for full details regarding phone conditions. If your phone is found not to meet the minimum criteria for the grade you have listed online, you will be notified via email and asked to accept the revised offer or have the handset returned to you. Unfortunately Tesco Mobile Phone Recycling cannot be held responsible for damage caused in transit. You will be given 14 days to reply to the email notification. If we do not hear from you within 14 days of notification we will automatically consider that an implicit acceptance and the phone will automatically be paid at the revised offer price, or if it failed to meet requirements and thus held no value, it will be recycled in a manner congruent with EU regulations without payment being issued.

What if the handset fails to meet the minimum requirements in your Terms and Conditions?

To qualify for 100% of the working price, your handset must be in perfect working order and un-damaged. Non-working phones will be paid at the listed non-working price. Certain conditions, such as liquid damage, or a phone being broken in more than one piece are considered a failure to meet the minimum requirements and render the phone ineligible for payment. Please refer to our "Terms & Conditions" for full details regarding phone conditions. If your phone is found not to meet the minimum criteria for the grade you have listed online, you will be notified via email and asked to accept the revised offer or have the handset returned to you. Unfortunately Tesco Mobile Phone Recycling cannot be held responsible for damage caused in transit. You will be given 14 days to reply to the email notification. If we do not hear from you within 14 days of notification we will automatically consider that an implicit acceptance and the phone will automatically be paid at the revised offer price, or if it failed to meet requirements and thus held no value, it will be recycled in a manner congruent with EU regulations without payment being issued.

What happens if the handset is blacklisted by CheckMEND?

All handsets received are verified against CheckMEND, an international database used to prevent the trading of blacklisted handsets. Some of the reasons handsets get blacklisted are:

* The phone has been reported as lost or stolen

* The phone has been blocked by a UK network

* There has been an insurance claim made on the phone

In any of these cases a phone will fail our due diligence process and we will not be able take legal ownership of the item nor return it to you until the situation is resolved. If you or any previous owner made any of these reports then the relevant person must contact CheckMEND at support@checkmend.com and ask them for guidance in resolving this situation.

General

What happens to my mobile phones?

When handsets arrive at our recycle centre they are separated into working and non working, they are then graded as to the level of repair they need. Typically handsets that are beyond repair are broken down for parts; these can then be reused for refurbishment of other handsets, any parts that are left over are recycled in line with European Legislation. Handsets which can be repaired and refurbished are passed to our team of specialist engineers and sold as high-quality Grade A handsets through various UK channels.

What is an IMEI number?

The International Mobile Equipment Identity (IMEI) number is a serial number unique to each and every mobile phone. The IMEI is usually printed on the compliance plate under the battery (15 digit number). Alternatively you can enter * # 0 6 # on the keypad & it will display its IMEI number on the screen for you. The IMEI number has to be entered onto the website at the point of trade so that we can verify it with CheckMEND and also to allow us to track the handset through the recycling process.

What should I do if I have included the incorrect IMEI?

Having the correct IMEI listed on your order is important as it is a unique identifier that can help us match the device to your order. Our website has some validation built-in to help prevent your entering an incorrect IMEI. In the event that you have still managed to use the incorrect IMEI, your return envelope label has a unique barcode that will help us identify your order. We will then correct the IMEI upon receipt to avoid any further problems.

What should I do if I do not receive a confirmation of receipt from Tesco Phone Shop Mobile Recycling?

Should you not hear from us to say we have received your handset please contact us at info@tescomobilerecycle.com or call 0800 015 0900 and provide us with the following information:

1. Your full name
2. Your order number and the date your order was placed
3. The date you posted your parcel. If you used registered post or special delivery, then also include any tracking numbers you may have been given. This will help us trace the location of your parcel and get your order processed in a timely manner.

Copyright © 2011 Tesco Plc. All rights reserved.