Frequently asked questions
If your question is not here, send us an email. We reply within a day on working days.
Buying
Is this the same as buying second-hand?
No. With second-hand you buy what the previous owner made of the device, scratches and dents included. Here the screen comes off and the housing comes off, new ones go on, and the device then goes through 32 check points. On top of that you get 24 months warranty.
Is a charger included?
A USB cable and a SIM tool are included as standard, a charger is not. You can order one with the device. We do it that way because most people already have several lying around and it pushes the price up for nothing.
Do I get the original box?
No, we deliver in our own packaging. The original box almost never comes with a device on trade-in, and an empty original box would make it look as though you were buying a factory-new device. You are not: you are buying one we rebuilt.
Can I see the device first?
By appointment in Zarren you can. Beyond that you have 30 days to change your mind, so you can take your time trying it at home and send it back free of charge if it is not for you.
Do Apple Pay and eSIM just work?
Yes. All devices are SIM-free, not tied to a previous owner and tested fully activated. Apple Pay, eSIM and Find My work as they do on a new device.
Battery and condition
What about battery health?
At least 85% on delivery. If a device comes in below that, we replace the battery before it goes on sale. The measured figure is listed with the device.
Can I choose between different conditions?
No, and that is deliberate. Every device gets a new screen and a new housing, so there is nothing to choose between: they all leave here with no signs of use on them.
Can a screen have burn-in?
No. Every device gets a new screen, so burn-in, dead pixels and scratches on the glass are all ruled out.
Selling
How long is my trade-in price locked?
Fourteen days from the moment you register. If the device arrives later, we work with the price applying then.
When do I get my money?
Within two working days of the check being approved. In practice that is usually the day after we receive it.
What if you judge the device differently from me?
Then you get a new offer with photos of what we found. You accept or you refuse; if you refuse, we send the device back free of charge.
Ordering and delivery
How quickly will my order arrive?
Ordered before 4pm on a working day means shipped the same day. In Belgium that is next working day at your door, in the Netherlands one to two working days.
Can I pay later or pay in instalments?
Email us for the payment methods currently available; we add them as the shop grows.
Do you deliver outside Belgium and the Netherlands?
To Luxembourg, France and Germany we do, at 9.95 euro shipping. Beyond that, not for now.