Make money from your tech

Programme & Eligibility

• What is the Trade In Programme and how does it work?

  Got old devices lying around? With eBay’s Trade In programme, you can turn them into cash or an eBay coupon in just a few steps.

  • Tell us about your deviceEnter the brand, model and condition of your old tech (e.g. phone, laptop).

  • Get an offer instantlyYou’ll receive an offer – choose either a coupon (redeemable at checkout) or a bank payout.T&Cs apply

  • Post it for freeWe’ll send you a prepaid label to post your device – insured and secure.

  • Receive your payoutOnce trade-in offer is accepted, your eBay coupon (valid for 48 hours) will be issued instantly, or cash sent directly to your bank after your device is checked. Your device will be professionally wiped, repaired if needed and reused – giving it a second life.

• What devices are eligible for the Trade In programme?

  Smartphones, laptops, tablets and many other devices can be traded in through our Trade In programme.

  Check your device’s eligibility by searching for your old device here.

• How often can I trade in a device or participate in the programme?

  You can use the Trade In programme multiple times, depending on your selected payout method. If you choose the eBay coupon, you'll need to wait 6 months before using the coupon option again. If you choose the bank transfer, there are no limits, – you can trade in devices as often as you like.

• Do I need an eBay account?

  Yes, eBay Trade In is only available to registered users of ebay.co.uk.

• What is Fonehouse?

  Fonehouse is a trusted leader in the technology industry, specialising in trade-in services with a commitment to sustainability. With a focus on quality and customer satisfaction, Fonehouse processes tens of thousands of devices each year, ensuring they are refurbished or recycled responsibly. Our circular economy approach not only benefits the environment but also provides customers with a seamless and rewarding trade-in experience. Fonehouse partners with leading platforms to deliver refurbished electronics, contributing to a more sustainable future while offering competitive value for used devices.

• How do I get in touch with Fonehouse?

  Phone: 0330 124 6554 (toll-free, Mon - Thu, 9 AM to 6 PM and Fri, 10 AM to 6 PM)

  Email: ebay@fonehouse.co.uk

Valuation & Coupons

• How much is my trade-in device worth?

  That depends on the brand, model and condition of the trade-in device. The information you provide for the appraisal must be truthful.

  When you redeem your eBay coupon and its value exceeds the purchase price of the item in the shopping basket, the coupon will be applied to the purchase price, and the remaining balance of the eBay coupon will be voided.

• How do I receive the amount determined for my trade-in device?

  An eBay coupon will be issued within a few minutes after you accept the trade-in offer made by Fonehouse.

  The payout directly to your bank account will be made on the day that Fonehouse receives your device.

• How long does the eBay coupon remain valid?

  Your eBay coupon is valid for 48 hours from the moment it’s issued. If it's not used within that time, the coupon will expire and your trade-in will be automatically cancelled. To get a new coupon, you'll need to start the trade-in process again from here.

• Where can I find my eBay coupon?

  You can find your eBay coupon in several places: in My eBay under Summary > Coupons, directly on the item page when you're making a purchase, and at checkout, just before confirming your order.

  The terms and conditions for your coupon can also be found in My eBay > Summary > Coupons

• Can I combine the eBay coupon with other coupons or promotions?

  No, the eBay coupon issued as part of the instant credit option cannot be combined with other coupons or promotions.

• What happens if I redeem the eBay coupon for a new product, but the purchase is then cancelled?

  If you cancel your purchase after redeeming the eBay coupon, your trade-in will be cancelled and your device will be returned. The coupon can’t be reused, and you’ll be refunded the amount you paid beyond the coupon’s value.

• Why am I not being offered the option of instant coupon?

  Currently, the instant coupon is only offered to selected eBay users. If you do not qualify at this time, you can check your status again at a later point.

  Additionally, if you have already used the instant coupon and redeemed an eBay coupon in the last six months, this option can not be offered to you at this time.

  However, the payout option is always available to you without any restrictions.

Preparing Your Device

• How should I prepare my device for trade-in?

  To ensure a smooth trade-in process, please prepare your device as follows:

  1. Make a backup copy of the data on your device.

  2. Log out from all accounts and delete all personal data.

  3. Disable "Find My Device" or similar tracking features.

  4. Remove any accessories not included in the trade-in, such as phone cases, screen protectors, etc. and use the original packaging if possible.

  5. Complete a final inspection of your device and identify any scratches, dents, or any damage that could influence the trade-in value. Being clear about the exact condition of your device helps you form realistic expectations regarding the appraisal.

• Is my personal data safe?

  Fonehouse utilises an ADISA-accredited solution to securely erase all data from your old device.

  Please remember to remove any SIM and memory cards before sending in the trade-in device. SIM or memory cards sent along will become the property of Fonehouse, will be recycled, and cannot be returned or compensated in case of a reversal of the trade-in.

• How do I find the IMEI number of my trade-in device?

  The IMEI (International Mobile Equipment Identity) is a 15-digit number that uniquely identifies your device. You’ll need it to start your trade-in.

  Here's where to find it:

  • Dial *#06# on your phone keypad — the IMEI will appear instantly.

  • In your device settings:Settings > About phone > IMEI

  • On the back or SIM tray of your phone (for some models).

  • On the original box or receipt.

• Do I have to disable the activation lock on my trade-in device? What happens if I don't remove it?

  Yes – you must remove the activation lock (such as iCloud or Android lock) before sending in your device. If the lock isn't removed, your device can't be verified by our partner and will be returned to you. If you've already used an eBay coupon for the trade-in, its full value must be refunded to the partner.

  Important: A factory reset does not remove the activation lock. Be sure to manually sign out of your Apple ID or Google account before dispatch.

• How should I pack my device for the trade-in?

  Fonehouse will send you a free trade-in pack including a postage pack and free returns label.

  • Remove the SIM or memory card (if present).

  • Use the postage box from your trade-in pack to pack your device.

  • Attach your free returns label to your postage box.

  The original packaging and accessories do not need to be included. Any items sent along with the device, such as SIM or memory cards, original packaging, and accessories, will become the property of Fonehouse, will be recycled, and cannot be returned or compensated in case of a reversal of the trade-in.

Postage

• How quickly do I need to send my trade-in device?

  With an eBay coupon, you need to send the trade-in device to Fonehouse no later than 14 days after redeeming the eBay coupon.

  With the payout option, the trade-in offer will expire if you do not send the device to Fonehouse within 14 days of receiving the trade-in offer.

• How much does postage cost?

  Posting your device is free of charge.

  You'll receive a prepaid postage label:

  • If you choose an eBay coupon, you will receive a postage label as soon as you have successfully redeemed the eBay coupon for a new purchase.

  • If you choose the payment option directly to your bank account, you will receive a postage label once you have submitted your trade-in.

  Just print the label, stick it on your package and drop it off at the nearest collection point.

• Can I send the trade-in device without using the postage label provided by Fonehouse?

  No, the postage label provided by Fonehouse must be used for postage.

  If the device is posted with a different postage label, Fonehouse will not be able to assign it correctly, and the device will be sent back to you at your own cost.

  Fonehouse's delivery address is listed on the postage label.

• From which countries can a trade-in device be sent to Fonehouse?

  You can send a trade-in device to Fonehouse only from the United Kingdom.

• My trade-in device was lost during postage. What should I do?

  Packages sent with Royal Mail are insured up to a value of £150. For a trade-in device with a higher value, we recommend purchasing additional postage insurance at your own expense.

Tracking & Changes

• Can I monitor the status of my trade-in?

  You can check the status of your trade-in through on your trade-in dashboard. In addition, Fonehouse will keep you updated on every step of the process through email.

• What happens if the device does not match the described condition?

  The information you provide during the valuation process will be checked for accuracy after the trade-in device has been received by our partner.

  • If the device is in better condition than stated, you'll be paid the corresponding additional value.

  • If the device is in worse condition, you'll receive a revised offer. You can either accept the new offer or have your device returned.

  If you have already redeemed the eBay coupon:

  • If you accept the revised offer, you’ll need to pay the difference between the original and updated trade-in value.

  • If you decline the revised offer and choose to have your device returned, you’ll need to repay the full original trade-in value (i.e. the value of the eBay coupon).

• Is it possible to undo the trade-in?

  If you completed your trade-in using an eBay coupon and haven’t shipped your device yet, you can cancel the trade-in by contacting the partner’s customer service. You’ll find their contact information in the trade-in confirmation email.

  If you selected a bank transfer as your payout method and haven’t shipped the device, there’s nothing more you need to do — the trade-in will be cancelled automatically.

  If your device has already been shipped, the trade-in can’t be reversed.

  Note: If you've already used your eBay coupon and then cancelled the trade-in, you'll need to repay the full value of the coupon to the partner.