Frequently asked questions

• About Samsung Trade-in
• Trade-in Value
• Old Device Condition
• Payment
• Device Collection
• Process Duration
• Eligible Trade-in Device

How does the program work?

Samsung Trade-in Program is a device trade-in program provided by Samsung and its trade-in partner to offer customers an opportunity to receive monetary value for trading in their eligible devices when they purchase a new Samsung mobile, tablet, true wireless earphone, smart watch or notebook PC. Customers need to purchase the new Samsung mobile, tablet, true wireless earphone, smart watch or notebook PC via authorized resellers, authorized distributors, Samsung Experience Stores or Samsung Online Shop in Hong Kong or Macau to qualify for the Samsung Trade-in program. Customers may participate in this program via our dedicated trade-in portal.

To participate in this program, customers must complete a simple device diagnostic assessment (via our dedicated trade-in portal) to determine the value of their eligible device for trade-in. Customers can visit dedicated Samsung Experience Stores to make a final physical assessment of the device and determine the final trade-in value. Customers will receive payment for their trade-in device via Bank Transfer / FPS to their Hong Kong bank account. The end to end process will generally take 9-12 business days.

Who can take part in the program?

Anyone who is at least 18 years of age and resides within Hong Kong.

Can I process trade-in with any smartphone, tablet, true wireless earphone, smart watch or notebook PC?

You can only process the trade-in with eligible smartphones, tablet, true wireless earphone, smart watches or notebook PC. You can check if your device is eligible via our dedicated trade-in portal.

Old Devices would not be eligible for processing trade-in in the following situations:

1. After final physical assessment and inspection, the old device value is less than HK$100;
2. Security locks and personal accounts cannot be completely removed from the old device (e.g. Pattern/Pin/Password/Biometrics/Find my mobile/Gmail account/Samsung account/iCloud/Android or Google Smart Lock etc.);
3. The old device has participated in any Samsung trade-in promotion and has been returned to Samsung in the past six months (calculated from the purchase date of the new device) based on Samsung’s record.

Samsung and its trade-in partner reserve the right to make changes to the list of eligible smartphone, tablet, true wireless earphone, smart watch or notebook PC models at any time without prior notice.

Are there any new purchase requirements for my device Trade-in?

Yes. To trade-in a device, you will need to purchase a new eligible Samsung device from any authorized resellers, authorized distributors, Samsung Experience Stores or Samsung Online Shop in Hong Kong or Macau, and retrieve the IMEI or serial number of your new Samsung device before you can proceed with the trade-in transaction. Models of new eligible Samsung devices may change from time to time, please visit our dedicated trade-in portal for further details.

To retrieve the IMEI or serial number of your new Samsung device, simply get the information from the Setting > About section on your device.

Do I need to remove screen lock/pin lock from my old device?

Yes, you need to remove all of your device’s security locks (Pattern/Pin/Password/Biometrics/Find my mobile/Gmail account/Samsung account/iCloud/Android or Google Smart Lock) prior to sending in your trade-in device.

We recommend that you reset your device back to factory default settings so as to delete all personal data. You can use Samsung Smart Switch to transfer data from your old phone to your new phone or book the Data Transfer Service at Samsung Service Centers. For details, please refer to https://www.samsung.com/hk_en/apps/smart-switch/

Please ensure you back up your data before resetting your device to factory default settings.

Do I have to remove all accessories from my device (including but not limited to screen protector and back cover) for the diagnostic assessment via the dedicated trade-in portal?

Yes, this is to ensure that you get a more accurate valuation of your device through the diagnostic assessment.

Do I have to send in my device accessories? (headset, charger, cables, etc.)

No. All we need from you is your device (inclusive of battery).

You must remove your SIM card and/ or any micro SD card on your device before sending in your device. If a SIM card and/ or any micro SD card is still in your device, it will be destroyed upon receipt to protect any personal data.

Do I have to provide any proof of purchase for my new Samsung device?

Yes. You must provide a purchase invoice / sales receipt of the new Samsung devices via our dedicated Trade-in portal (https://samsung-tradein.mrr.com.hk/client?lang=en). The purchase invoice / sales receipt shall clearly indicate the purchase date and model of your new Samsung device, and the name of the authorized reseller / distributor with their company chop, only computer-generated documents of purchase invoice / sales receipt is accepted. If you purchase from authorized reseller online shop / Samsung Online Shop, you will have to upload the electronic invoice and delivery note.

When Customers visit dedicated Samsung Experience Stores to make a final physical assessment of the device and determine the final trade-in value, they also have to provide a purchase invoice / sales receipt of the new Samsung devices, or electronic invoice and delivery note if the new device was purchased from authorized reseller online shop / Samsung Online Shop.

Samsung and trade-in partner reserve the right to reject any new Samsung device where it has reasonable grounds to believe such device does not meet any requirement of this Program.

How can I check the status of my Trade-in?

Trade-in partner will update you on the trade-in progress of your device via email.

Alternatively, you can contact trade-in partner’s Customer Support Centre at +852 3164 2767 during Monday – Friday (except Public Holidays) 09:30 – 12:00, 14:00 – 17:30 or email to [email protected] for assistance.

Can I cancel the Trade-in of my device?

You can cancel the trade-in of your device at any time before you confirm the transaction with our trade-in inspection staff.

Once you have confirmed the transaction, any request for cancellation of trade-in of your device and return of your device and/or any data or information contained in such device will no longer be accepted.

However, in the event the inspected value of your device is different from the original quoted value and you do not accept that revised value upon inspection, you can still decline the revised value and cancel the transaction. Our trade-in inspection staff will then return the device to you.

Do you keep my information safe and secure?

Yes. Your personal information is kept safe and secure, and Samsung and our trade-in partner will only collect, use and disclose your personal information in accordance with the requirements of Personal Data (Privacy) Ordinance (Cap. 486 of the laws of Hong Kong) and its Privacy Policy.

All devices will undergo a data wipe process using a proper procedure to ensure that all data stored on the devices are deleted.

In the case of SIM cards and/or micro SD cards being left on the collected devices, trade-in partner will destroy them upon receipt of devices so as to protect any personal data.

What is the Trade-in value of my device?

You can obtain an estimate of the trade-in value of your device through our dedicated trade-in portal. The estimate of the trade-in value will be provided upon completion of your own assessment in the dedicated trade-in portal. The final trade-in value, however, will be determined by trade-in inspection staff after physical assessment of your trade-in device.

How is the value determined for my device?

For the estimated value of trade-in of your device via our dedicated trade-in portal, it will be determined by the model type and your assessment of the device condition. The final value however will be determined by trade-in inspection staff.

Will I receive the estimated value as shown in the Samsung Trade-in dedicated trade-in portal?

You will receive an estimated value as shown in our dedicated trade-in portal provided that trade-in inspection staff’s assessment of your device is the same as that of the diagnostic assessment via the dedicated trade-in portal.

However, if trade-in inspection staff’s assessment of your device is different from that of the diagnostic assessment via the dedicated trade-in portal, trade-in inspection staff will revise the estimated value accordingly.

What happens if the inspected value is different from the original quoted one?

In such cases, you can choose to accept or reject the revised quote.

In the event that you accept the revised quote, you will receive the payment within approximately 3 to 5 business days.

In the event that you reject the revised quote, trade-in inspection staff will not collect the device and your trade up order would be cancelled. No fee would be charged.

Is the inspected value the final quote for my device?

Yes. If you have accepted the inspected value, you will receive the payment within approximately 3 to 5 business days from the date the trade-in inspection staff collected your device.

My device is not working or cannot be powered up. Can I trade it in?

If your device is no longer working or cannot be powered up, you cannot trade it in.

My device has some defects. Can I trade it in?

If your eligible device for trade in has some defects, you will not be entitled to the full trade in value of the device. Refer to the next question for the list of defects that will affect the residual value of your trade in device.

What are the defects that will affect my trade-in value?

The defects that will affect your trade-in value include but not limited to the following:

Mobile/Tablet

1. Does the device have any signal issues or call-related problem?
2. Shell issue
1. Scratched shell
2. Body bent/ Folding axis of the device cannot be fully opened at 180 degrees, or cannot fully folded (Foldable devices)
3. Broken back glass/ Bottom cover
3. Screen issue
1. Scratched screen
2. Broken glasses
3. Display has burn-in/ residual image/light dot
4. Display has discoloration/ defective pixel/ LCD or Touch screen doesn't function properly/ LCD Broken
4. Other issue
1. Front/ Main camera doesn't function properly/ has dust/ discoloration/ defect
2. Speaker/ Receiver / Button doesn't function properly
3. Fingerprint/ Face ID/ Home button doesn't function properly
4. Wireless or wired charging is not working properly/ Loose charging port/ Swollen battery
5. Repaired device (repaired by non-official Samsung HK)/ Shell losse or detached
6. Wi-Fi, Signal or Bluetooth doesn't function properly/ Motherboard dead/ Vibration, Compass or GPS doesn't function properly
7. No stylus / non-genuine stylus / stylus not working properly

Smart Watch

1. Shell issue
1. Scratched shell
2. Body bent
3. Broken back glass/ Bottom cover
2. Screen issue
1. Scratched screen
2. Broken glasses
3. Display has burn-in/residual image/light dot
4. Display has discoloration/ defective pixel/ LCD or Touch screen doesn't function properly/ LCD Broken
3. Others issue
1. Wireless or wired charging is not working properly/ Loose charging port/ Swollen battery
2. Repaired device (repaired by non-official Samsung HK)/ Shell losse or detached
3. Wi-Fi, Signal or Bluetooth doesn't function properly/ Motherboard dead/ Vibration, Compass or GPS doesn't function properly
4. Can't connect/pair device

True Wireless Earbuds

1. Shell issue
1. Scratched shell
2. Others issue
1. Wireless or wired charging is not working properly/ Loose charging port/ Swollen battery
2. Repaired device (repaired by non-official Samsung HK)/ Shell losse or detached
3. Can't connect/pair device
4. Left and/or right earbuds doesn't function properly

Notebook

1. Shell issue
1. Scratched shell
2. Broken shell
2. Screen issue
1. Scratched Monitor
2. Display has discoloration/ defective pixel/ LCD or Touch screen doesn't function properly/ LCD Broken
3. Others issue
1. Keyboard doesn't function properly
2. Touchpad doesn't function properly
3. Fail to turn on/doesn't function properly
4. Without original charger or adapter
5. Can't turn on without attaching power supply/ Swollen battery

How do I receive my trade up payment? How long will it take?

Once your trade up device has been inspected and assessed by trade-in inspection staff, and the inspection result is consistent with the original description of your Trade-in device via our dedicated trade-in portal, you will receive payment from our trade-in partner of the amount stated on the e-mail quotation in your Hong Kong bank account within approximately 3 to 5 business days from the date trade-in partner sends you an email to confirm receipt of your device.

Who should I contact if I need any help on the transaction?

Please contact trade-in partner’s Customer Support Centre at +852 3164 2767 during Monday – Friday (except Public Holidays) 09:30 – 12:00, 14:00 – 17:30 or email to [email protected] for assistance.

Can I request for alternate modes of payment?

No, payments are only made via Bank Transfer/FPS to a Hong Kong bank account that you provide to trade-in partner. Meanwhile, any subsequent change to bank account information will not be acceptable, hence, please ensure all the information submitted is correct.

What if I do not have any bank account number?

You will not be able to take part in this program, as trade-in partner can only make payment to you via Bank Transfer /FPS to a Hong Kong bank account that you provide to them.

What if my bank account is not a Hong Kong bank account?

You will not be able to take part in this program as trade-in partner can only make payment to you via Bank Transfer /FPS to the Hong Kong bank account that you provide to them.

If I still have not received the payment, what do I do?

Please wait for up to 3 to 5 business days for the bank to process your payment. In the event that you do not receive payment after 5 business days from the date trade-in partner sends you an email to confirm receipt of your device., please contact trade-in partner’s Customer Support Centre at +852 3164 2767 during the following hours: Monday – Friday (except Public Holidays) 09:30 – 12:00, 14:00 – 17:30 or email to [email protected] for assistance.

What do I do if I do not receive any update on my transaction?

Please contact trade-in partner’s Customer Support Centre at +852 3164 2767 during Monday – Friday (except Public Holidays) 09:30 – 12:00, 14:00 – 17:30 or email to [email protected] for assistance.

How do I send my device to trade-in partner?

Customers can visit dedicated Samsung Experience Stores to make a final physical assessment of the device and determine the final trade-in value. Please visit the dedicated Samsung Experience Stores at the confirmed appointment time, trade-in inspection staff will perform the device inspection on-site and confirm the final trade-in value. If you have accepted the inspected value, they will collect the device and send to trade-in partner.

Can you collect my device from outside of Hong Kong?

No, our trade-in partner will only collect trade up devices from locations within Hong Kong.

What do you do with my device?

All devices collected by trade-in partner will undergo a data wipe process upon receipt so as to ensure all data stored on the device is deleted.

If your device cannot be economically repaired, it will be recycled in an environmentally responsible way and in compliance with the requirements of Waste Disposal Ordinance (Cap. 354 of the Laws of Hong Kong) and related regulations.

How do I turn off or remove “Find My iPhone”, “Find My iPad”, “iCloud”, “Gmail”, “Google account”, “Samsung account” or “Find My Mobile”?

Please refer to the following links for detailed instructions:
http://support.apple.com/kb/HT5661 or
https://help.content.samsung.com/csweb/faq/searchFaq.do;jsessionid=yEOQHsf63pm+JIxuwnOl6Bge.wsite11

How do I find the IMEI number on my device?

The easiest and quickest way to get your 16-digit IMEI number is from the Setting > About section on your device. If it shows more than 1 IMEI, please provide the first IMEI.
E.g.: 352003090674381/01 – please omit the / and 0

How long is the inspection process?

The inspection would be conducted by trade-in inspection staff and would usually take about 5-15 minutes. You will be informed of the inspected value after the inspection.

How long will the process take from the time trade-in partner collects my device to the time I receive the payment?

You will receive the payment via bank transfer / FPS to the Hong Kong bank account you provided within 3 to 5 business days.

Eligible Trade-in Old Device List(After final physical assessment and inspection, if the old device value is less than HK$100, such device would not be eligible for processing trade-in)

Smartphone

• Samsung
•    •   Galaxy S9, S9+, S10e, S10, S10+, S20FE, S20, S20+, S20 Ultra, S21, S21+, S21 Ultra, S21 FE, S22, S22+ S22 Ultra, S23, S23+, S23 Ultra, S23 FE, S24, S24+, S24 Ultra
•    •   Galaxy Fold, Z Fold2, Z Fold3, Z Fold4, Z Fold5, Flip 4G, Z Flip 5G, Z Flip3, Z Flip4, Z Flip5, Z Flip3 TB Edition, Z Flip4 MM edition
•    •   Galaxy Note9, Note10 Lite, Note10, Note10+, Note 20, Note 20 Ultra
•    •   Galaxy A21s, A50s, A9, A12, A13, A14, A15, A70, A71, A80, A22, A23, A25, A31, A32, A33, A34, A35 A42, A51, A52, A53, A54, A55, M34
• Apple
•    •    7, 7 Plus, 8, 8 Plus, X, XS, XR, XS Max, 11, 11Pro, 11 Pro Max, 12, 12 Mini, 12 Pro, 12 Pro Max, 13, 13 Mini, 13 Pro, 13 Pro Max, SE 2020, 14, 14 Pro, 14 Plus, 14 Pro Max, 15, 15 Pro, 15 Plus, 15 Pro Max
• SONY
•    •   Xperia Pro-1
•    •   Xperia 1 II, 5 II, 1 III, 5 III, 10 III, 5 IV, 1 IV, 10 IV, 1 V, 10 V, 1 VI, 10 VI
• Huawei
•    •   Mate RS Porsche Design, Mate 20 Mate20 RS, Mate 20 Pro, Mate 20 X, Mate 30, Mate 30 Pro, Mate 40 Pro, XS, XS 2, Mate 50, Mate 50 Pro, Mate X3
•    •   P30, P30 Pro, P40, P40 Pro, P40 Pro+, P50, P50 Pro, P50 Pocket, P50 Pocket Premium, P60 Pro
•    •   Nova 11, 11i, 10 pro, 10, 9, 9SE, 7, 7 SE
• XiaoMi
•    •   10, 10 Pro, 10T, 10T Pro, 11, 11i, 11T, 11T Pro, 11 Ultra, 11 Lite, 12, 12 Pro, 12X, 12T, 12T Pro, 12 Lite, 13, 13T, 13T Pro, 13 Pro, 13 Ultra, 13 Lite, 13T Pro, 14, 14 Ultra, MIX Flip
•    •   POCO X3 GT, M4 Pro, X4 Pro
•    •   Blackshark 4, 4 Pro
•    •   Redmi Note 11 Pro, 11 Pro+, 11 Pro 5G, 12, 12 5G, 12 Pro, 12 Pro+, Note 13, Note 13 Pro, Note 13 Pro+
• Nokia
•    •   9 Purview
• Asus
•    •   ROG Phone 5, Phone 5 Ultimate, Phone 5S, Phone 5S Pro, Phone 6D, Phone 6, Phone 6 Pro, Phone 6D Ultimate
•    •   Zenfone 10, Zenfone 9, Zenfone 8 Flip, Zenfone 8 5G, Zenfone 7, Zenfone 7 PRO
• Vivo
•    •   V25, V25 Pro, X60PRO, X60, X70, X70 Pro, X80, X80 PRO, X90, X90 PRO, X100, X100 Pro, V27, Y36, Y72, Y76, Y78, V29
• Oppo
•    •   Reno7 Pro, Reno7, Reno8, Reno8 Pro, Reno10 Pro, Reno10 Pro+, Reno12, Reno12 Pro, A78, A79, Find n2 flip, Find N3, Find N3 Flip, X2 Pro, X5 Pro
• Nothing
•    •   Phone (2), Phone (1)
• Honor
•    •   Honor 70, 90, 90 Lite, 200, 200 Pro, 200 Lite, Magic 4 Pro, Magic 5 Pro, Magic 6 Pro, Magic VS, Magic V2, Magic V3
•    •   Honor X9a 5G, X9b 5G
• Motorola
•    •   Razr 40 Ultra

Notebook
Support all brand and model

True Wireless Earphone

• Samsung
•    •   Galaxy Bud 2 Pro
• Apple
•    •   Airpods Pro 2

Smartwatch

• Samsung
•    •   Galaxy Watch 6, 6 Classic, 5 Pro, 5
• Apple
•    •   Apple watch Ultra 2, Ultra, series 5/ 6/ 7/ 8/ 9

Tablet

• Samsung
•    •   Galaxy Tab A8, S5e, S6, S6 Lite, S7, S7+, S7 FE, S8, S8+, S8 Ultra, S9, S9+, S9 Ultra, S9 FE, S9 FE+
• Apple
•    •   iPad 9.7” (5th , 6th) iPad 10.2” (7th, 8th, 9th), iPad 10.9” 10th, iPad Air 3-5, iPad Mini 5-6
•    •   iPad Pro 9.7”, iPad Pro 10.5”, Pro 11”, Pro 12.9”
• Honor
•    •   Pad X8

Eligible Trade-in Mobile List may update from time to time. For the latest list, please refer to our dedicated trade-in portal.