You got an online quote to trade in or recycle your phone, accepted it, and posted the device off. Then the offer mysteriously dropped on a vague "condition" reason — or no payment arrived and the company has gone quiet, still holding your phone.
When you accept a trade-in quote and send your device, you have a contract. The company has to honour it.
Your Right: accepting an online trade-in quote and sending your phone forms a binding contract. The company must pay the agreed price — or, if your device genuinely didn't match what you declared, offer a fair revised price or return it. Keeping the phone and refusing to pay the agreed sum is a breach you can claim for.
When You Can Claim
- They paid less than the agreed quote on weak or vague grounds
- They didn't pay at all and won't respond
- They're holding your phone and won't pay or return it
- They claim a "fault" you don't accept and can't evidence
Get the price you were promised
JustClaim turns your situation into a properly drafted court claim and files it online. No solicitor, no jargon.
Start Your Claim NowHow to Claim: Step by Step
Reject the revised offer in writing. State clearly that you require the agreed price or the return of your phone by a deadline.
Gather your evidence. The original quote, the declared condition, proof of postage and tracking, and any "revised offer" messages.
Send a letter before action. Set out the agreed price and a deadline before issuing proceedings.
File your claim. If they refuse, file an N1 at the county court for the agreed price (or the phone's value), postage, interest and the court fee.
What You Can Claim
- The agreed trade-in price, or the value of the phone they're holding
- Your postage and packaging costs
- Interest and the court fee
Frequently Asked Questions
A phone trade-in site didn't pay what they offered — can I claim?
Yes. When you accept an online trade-in quote and send your device, a binding contract is formed. If the company pays less than agreed without a genuine justification, or doesn't pay and won't return your phone, that's a breach of contract you can pursue in the small claims court.
They 'revised' the offer down — is that allowed?
Only if your device genuinely didn't match the condition you declared. Many sites downgrade offers on weak or vague grounds, banking on people accepting the lower figure. If their reasons don't stack up, you can insist on the agreed price or the return of your phone, and claim if they refuse both.
They've still got my phone and won't pay or return it — what now?
You can claim either the agreed price or the value of the phone they're holding, plus your postage. Set out clearly in writing that you reject any revised offer and require payment of the agreed sum or the device back by a deadline, then claim if they don't comply.
What evidence do I need?
The original quote or order confirmation, the condition you declared, proof of postage and tracking, any 'revised offer' message, and your correspondence. These show the agreed price and that you sent the device.
How much does it cost to claim?
Court fees start at £35 for claims up to £300. The fee is added to your claim and recovered from the company if you win. Most trade-in claims are small claims, so no solicitor is needed.