FAQs
How does trade-in work?
Jul 19. 2023Trade-in allows customer to purchase at discounted rates for new devices by trading in their old device across multiple brands.
Trade in your old device to get an instant discount on a brand new one. Trade-in is available on a range of our smartphones, tablets and smartwatches.
What is my device worth?
We check prices regularly to give you the best possible trade-in deals, no matter which brand or network your device comes from.
A full list of phones, tablets and wearables that qualify for trade-in is available when you choose your new device.
Trade in your device in three easy steps
Tell us about the device you plan to trade in and find out its current value
Get an instant discount on your shopping basket
Send us your old device in the packaging we provide, free of charge
Step 1:
Tell us about the device you plan to trade in to find out its current value
Step 2:
Get an instant discount on your shopping basket when you select your trade-in device.
Step 3:
Send us your old device in the packaging we provide, free of charge.
Smartphones
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How quickly do I need to send Samsung my old phone or tablet?You must send us your trade-in device within 7 days of receiving your return postage pack. If you do not receive a postage pack within 7 days of receiving your new Galaxy, please contact us.
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How do I return my old phone or tablet to Samsung?We’ll give you prepaid returns packaging so you can send your old device back to us safely.
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What condition does my device need to be in for trade-in?Your old phone or tablet must meet the minimum requirements set out in the Terms & Conditions.
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How long will the value of my discount be valid?For phones and tablets, the discount values can change fairly regularly. You can find out how much your old device is worth by finding your desired new device on the Samsung website and clicking ‘Buy now’. Then, check the ‘Trade-in’ section to learn whether you can use your old device on a trade-in for your chosen new device, and the trade value.
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What happens if the device I send doesn’t meet the requirements?If you attempt to trade in a device which doesn’t meet the requirements we have specified, you will have to pay a surcharge. Please see the Terms & Conditions for more details.
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I’ve been asked to pay a surcharge because my device didn’t meet the trade-in requirements. Who can I contact to discuss this?Please contact MTR Group Ltd on 0330 207 9676 or email [email protected].
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What should I do before sending Samsung my old device?Back up your files, photos and any other data, and remove your SIM and any memory cards. Samsung cannot recover any data from your phone or tablet after you send it. Please make sure to include the charger for your old device. If possible, please also include the box and any accessories.
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How long do I have to send you my trade-in device?You should send us your trade-in device within 7 days of receiving your new device, using the pre-paid packaging you receive. You will receive reminders over email after 7 days have passed, if we haven’t received your device. If we have not received your old device after 21 days, then unless you return your new device, you will be liable to pay a surcharge equal to the discount you received, which will be deducted from your payment card.
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What happens if I don’t return my old device to Samsung?If you do not return your old device to Samsung within the timelines stipulated, then unless you return your new device, you will be liable to pay a surcharge equal to the discount you received, which will be deducted from your payment card.
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I posted my device to Samsung but it never arrived and I had to pay a surcharge. Is there a way I can be refunded?If you can provide proof of postage for your old device, then yes, we will refund the surcharge. If you cannot provide proof of postage, then the matter will need to be investigated and dealt with on an individual basis. We recommend always asking for proof of purchase when you send us your old device.
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I’ve decided to return my new phone or tablet for a refund. Can I get the old device I traded in back?If you exercise your right to cancel and return the new device during the 28-day cooling-off period, we will endeavour to return your trade-in device, but this cannot be guaranteed. In the event the old device cannot be returned, MTR will provide you with a cash equivalent price for the old device based on the price currently payable for your old device on the Samsung Recycle website (www.samsungrecycle.co.uk).
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Why does my phone have a lower trade-in value on the Employee Purchase Portal compared to Samsung Shop Online?As you already receive a 10% discount through the Employee Purchase Portal, we are not able to offer the same level of discount for trade-in handsets as we are on the standard online store.
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Why does my phone have a lower trade-in value on the Samsung Student Shop Online compared to the standard Samsung Shop Online?As you already receive a 10% discount through the Samsung Student Shop Online, we are not able to offer the same level of discount for trade-in handsets as we are on the standard online store.
