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Terms & Conditions

These terms and conditions is a summary of the contract you will take when leasing a device from us. Please note your contract will contain more detailed information and exact costs and fees involved relating to the device you choose.

Last updated: August 2026

Version 1.4

GRADE MOBILE

TERMS AND CONDITIONS

SECTION 1: GENERAL TERMS AND CONDITIONS (applicable to all products / services)

This “general” section applies to all customers regardless of the product or service they have chosen.

1.1. Company Information

“Grade Mobile” is the trading name of OG Exclusives London Limited, a company incorporated and registered in England and Wales under company number 08955418. OG Exclusives London Limited is authorised and regulated by the Financial Conduct Authority under firm reference number 947743.

Our registered office address is Crossways, School Road, Charing, Ashford, Kent, TN27 0JN, United Kingdom and our contact address is Grade Mobile PO Box 807 Folkestone, Kent CT20 9NG. Any reference to “Grade Mobile” in these Terms and Conditions also refers to OG Exclusives London Limited.

1.2. Our Terms and Conditions

You agree to our Terms & Conditions when you purchase, request or take out one of our products or services. You will need to refer to the specific section, as outlined below, to see which terms apply to you based on the product you have selected:

  1. Subscription - see section 2
  2. Device Purchase – see section 3
  3. Buyback (Trade-In) – see section 4

For example, if you have taken a Subscription package with us, you will only need to refer to section 2 and this “general” section for the terms of your agreement. All other sections will not apply and will not form part of your contractual agreement with us.

1.3. Contact us 

The fastest way to contact us is through contact@grademobile.co.uk, or through the Help Centre on the Grade Mobile website: Grade Mobile Help Centre - GRADE MOBILE Help & Support Centre

You can also post us a letter at Grade Mobile’s address (PO Box 807 Folkestone, Kent CT20 9NG).

We’ll contact you through by email or telephone.

If you have a subscription contract, you will have been provided our dedicated subscription contact phone number in your contract. You can also find the number under the “Contact Us” section at the bottom of our website once you have logged in with your subscriber details: (Coop Mobile Subscription Website)

1.4. Complaints

All complaints will be dealt with in accordance with our Complaints Policy. You can request a copy of this policy from our Customer Service team (see contact details under paragraph 1.3).

If you are dissatisfied with our services or products, you can raise a complaint by:

The Company will endeavour close within 3 business days. If the complaint is more complicated and is taking longer to resolve, the Company will endeavour to close within 8 weeks.

If your complaint relates to your monthly payments, your finance agreement, or anything else of a payment, finance, or non-device nature, you should raise it directly with Cherry Godfrey, who provide and administer the finance for our Subscriptions. You can contact Cherry Godfrey by phone on 01481 711666, by e-mail at compliance@cherrygodfrey.com, or by post at Cherry Godfrey, No. 1 Fountain Street, St Peter Port, Guernsey, GY1 4AQ. Your complaint will be handled in accordance with Cherry Godfrey’s complaints procedure, a copy of which is available from Cherry Godfrey on request. Grade Mobile will deal with complaints relating to your device (for example delivery, condition, repairs, or returns) in accordance with our Complaints Policy above.

1.5. Personal information

Grade Mobile takes protecting your personal information seriously. We will only use your personal information in accordance with UK Data Protection Law and GDPR. Our privacy policy is available here.

1.6. Acceptable Use Policy

Our full Acceptable Use Policy is appended to the end of these terms and conditions.

1.7. Your Statutory Rights

Your statutory rights as a consumer are unaffected by our terms and conditions. You can find out more about these rights from the States of Guernsey Trading Standards Service (www.gov.gg/tradingstandards) if you live in Guernsey, or from the Government of Jersey and the Jersey Consumer Council (www.gov.je / www.consumercouncil.je) if you live in Jersey.

1.8. Changes to our terms

We reserve the right to alter our standard terms of sale, our prices and any other part of our site at any time. Any alterations will be posted to our site. This right is without prejudice to the application of the terms of sale and prices operative at the time you place your order.

1.9. Miscellaneous Devices

We sometimes receive miscellaneous devices. We deem a device miscellaneous when at least 6 months have passed without the device being claimed. Miscellaneous devices originate from: a device we receive, that has no details contained in the package or sent along with the device, that allow us to reasonably match the device to an individual, order, or customer. These devices are held in quarantine for 6 months. During this period, we hope the owner or sender of the device will get in touch with our customer service team at contact@grademobile.co.uk to claim their device. Proof of purchase and the IMEI ID will be a minimum requirement to verify ownership. If a device is left unclaimed for over 6 months, we will recycle the device. We cannot hold unknown devices indefinitely, as this poses security risks.

If an order is returned to us with insufficient information to complete your request, our Customer Support Team will attempt to contact you via the platform you have purchased the device from, or via the email address we have on file for you. We will attempt to contact you regularly, but if a response is not received within 6 months, and the device is unclaimed for this minimum length of time, we reserve the right to recycle the device.

1.10. Failed Deliveries

If an order cannot be delivered by the courier for any reason and is returned to us (the sender), our Customer Support Team will attempt to contact you via the platform you have purchased the device from, or via the email address we have on file for you. If a response is not received within 14 days, and the device is unclaimed for this minimum length of time, we reserve the right to process a full refund of the order and cancel your agreement with us.

1.11. Business Agreements

We exclude from this agreement all implied terms that may be inferred from any content contained on our website or any other online platforms under the control of Grade Mobile. We will not be held liable for any loss of profits, business, revenue, business interruption, loss of savings, or reputation, or any indirect damages to the business.

1.12. Zero Tolerance

Any behaviour verbal or physical, which causes Grade Mobile staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable; we have a Zero Tolerance against such behaviour, which includes aggression, swear words, threatening language, derogatory remarks, or threats made in person, over the telephone or in written communication. Grade Mobile reserves the right to terminate and cease communications with any person who breaches this Zero Tolerance policy.

SECTION 2: SUBSCRIPTION TERMS AND CONDITIONS

This section only applies to customers who have selected our Subscription products. If you have selected any other product, this section will not apply to you and will not form part of your contract with us. Please refer to the correct section for your terms.

2.1. Why you Should Read These Terms

You should read these terms carefully as they form your contractual agreement with us.

2.2. What is a Subscription Agreement

A Subscription is where you hire your device and pay a fixed monthly amount for its use, rather than buying it outright. You can choose to hire your device for either 12 or 24 months.

2.3. Who Provides Finance

Our Subscriptions are financed by Cherry Godfrey.

2.4. What Happens at the End of my Contract

At the end of your contract, you have two options:

  1. Return the device to Grade Mobile and take out a new agreement with us if you wish to upgrade to another device; or
  2. Return the device to Grade Mobile and end your agreement.
  3. Pay a final instalment and keep the device.

Grade Mobile will contact you 60 days before the end of your contract end date to discuss what option you would like to select. Failure to return the device will result in a non-return fee being added to your balance. Refer to your contract with Cherry Godfrey to see how much your non-return fee will be.

2.5. Who do I Talk to About my Payments

If your query relates to any of the below items, you should contact Cherry Godfrey:

  1. Changing Payment Date
  2. Missed Payments
  3. Questions around Account Balance
  4. Remaining Payments on Account
  5. Financial Difficulties
  6. Debt Letters or Correspondence
  7. Any other finance-related query

Grade Mobile will not be able to support any queries in relation to the finance of your device. You can contact Cherry Godfrey by phone on 01481 711666 or by e-mail at loans@cherrygodfrey.com.

2.6. Who do I Talk to About my Device

Contact us directly at contact@grademobile.co.uk if you have any questions in relation to:

  1. Delivery of the Device
  2. Device Quality
  3. Functional Issues
  4. Damage to the Device
  5. Repairs or Replacements
  6. Lost or Missing Device
  7. Warranty Claims
  8. Returning your Device
  9. Any other device-related query

2.7. Support for Vulnerable Customers

Grade Mobile will support vulnerable customers throughout the customer journey. This involves flexible communication methods, such as phone, e-mail. We offer tailored support for customers who may not be able to communicate on the phone, such as using UK Relay for phone calls, or using alternative means of communication such as e-mail. We also try and make our customer contract and terms & conditions simple and jargon-free.

2.8. Rejection of Your Order

We may contact you to say that we do not accept your order. This is typically for the following reasons:

  1. the goods are unavailable;
  2. lender declines to provide finance; or
  3. there has been a mistake on the pricing or description of the goods.

2.9. Delivery of the Device

Your device will be delivered to you free of charge by Royal Mail. Final-mile delivery will be made by Guernsey Post or Jersey Post, depending on which island you live on. It will typically take 48 hours to arrive at your door. In some cases, it may take up to 7 calendar days for your device to be delivered. Your confirmation e-mail will tell you the expected delivery date.

If we are unable to delivery your device within 14 days of the expected delivery date (as set out in your confirmation e-mail), we will let you know in advance. You can then either wait for the delivery or cancel your order and receive a full refund.

Once you have been handed the device, it becomes your responsibility to ensure the device is not damaged, lost, or stolen. Please make sure you read your contract to understand your responsibilities and obligations.

2.10. Delivery Disputes

In the case of a postal dispute, where the device we sent you has been recorded as delivered but you have not received the device, Grade Mobile reserves the right to investigate as to the location of the device. You may be responsible for the full contractual amount plus a non-return fee if it is discovered, following an investigation by Grade Mobile, that the device had been delivered to the correct address. If the investigation shows that the device was not delivered to the correct address, you will be refunded in full for your deposit and any payments you have made towards your agreement. If the device is confirmed as lost or not received by the courier, Grade Mobile will provide you with a full refund.

2.11. Your Right to Cancel Anytime

You can cancel your agreement with us at any time. If you do, and you successfully return your device to us in accordance with clause 2.12:

  1. you will not be charged an early-termination fee for cancelling;
  2. no further monthly payments will be due from the date you tell us you wish to cancel; and
  3. payments you have already made towards your agreement are not refunded - Cancel Anytime lets you stop paying and hand back the device, it does not undo payments already made for the time you had it.

You may still be liable for a repair fee if the device is returned damaged beyond fair wear and tear.

You may be charged non-return fee if the device is lost in transit as per clause 2.12.4.

2.11.1. Withdrawing From Your Finance Agreement

Cancelling your agreement with us will automatically cancel your finance agreement with Cherry Godfrey. You do not need to tell us both separately. The same applies if you cancel your finance agreement with Cherry Godfrey, it will automatically cancel your contract with us, and the device must be returned to Grade Mobile in accordance with clause 2.12. The device remains the property of Cherry Godfrey at all times; Grade Mobile accepts the return and processes it on Cherry Godfrey’s behalf.

2.11.2. Broken Seals of New Devices

If you have ordered a new device, you must not break the seal. Breaking the seal will make you liable for the fee stated in your contract.

2.12. Returning Your Device to Us

2.12.1. How to Return Your Device

You can request a prepaid envelope from us, which will include packaging and a prepaid Royal Mail shipping label, so your return is free of charge. Alternatively, you can generate and print a free returns label at https://www.royalmail.com/track-my-return/create/3507. Your device must be returned within 14 days of us confirming your return request, typically by e-mail confirmation from our Customer Service department

2.12.2. Responsibility While the Device is in Transit to Us

We provide this free return service for your convenience. It does not amount to any acceptance of liability if the device is lost in transit, and you remain responsible for the device until it is received back at our premises. This mirrors the position at clause 2.10: we accept responsibility for loss while a device is in transit to you, because we are in possession of it and control how it is sent; the same principle applies in reverse when you are returning a device to us.

2.12.3. Selecting the Right Level of Cover

It is essential that you select postal cover appropriate to your device's value. Our prepaid envelope provides a tracked Royal Mail 48-hour service with compensation of up to £150 if the device is lost in transit. This level of cover is adequate only if your device is worth £150 or less. Royal Mail also do not accept claims under the standard 48-hour service for items valued above £750.

If your device is worth more than £150, you should arrange Royal Mail Special Delivery or another service with sufficient cover, at your own cost. It is your responsibility to select the appropriate level of cover; we accept no responsibility for shortfalls arising from inadequate cover that you selected or failed to arrange.

2.12.4. If the Device is Lost in Transit

We accept no responsibility for devices that were lost in transit where you are the sender. In addition:

  • If you are exercising your anytime right to return and the device is lost in transit, you will be charged a non-return fee. This fee will be stated in your contract with Cherry Godfrey. Your contract will still be cancelled.
  • If you are returning your device at the end of your contract and the device is lost in transit, you will be charged a non-return fee for the device. This fee will be stated in your contract with Cherry Godfrey. Your contract will still end so you will not be required to make any further monthly repayments.
  • If you are returning your device for a repair and the device is lost in transit, you will be charged a non-return fee for the device. This fee will be stated in your contract with your finance provider. Your contract will be cancelled so you will not be required to make any further monthly repayments.

Note: If you purchased insurance for your device, you may be able to claim on your insurance if the device is lost in transit. The insurer may cover the cost of your non-return fee. Check your terms with your insurance provider to see your coverage.

2.13. Returning a Device: Data Wiping Requirements

It is essential that you remove all personal data from the device before sending it back to us, this includes:

  1. your passcode / pin lock / other enabled security;
  2. your Face ID;
  3. your iCloud account;
  4. your sim card; and
  5. your personal data.

Failure to remove data or log out of any personal accounts may result in us:

  1. contacting you to remove this information from the device
  2. sending the device back to you so you can remove this data or personal accounts.

For returns, if after 14 days of receiving your device, it has not been possible to remove all personal data and/or accounts, you will be charged a Grade E repair fee for the device. The cost of this repair is stated in your contract.

For upgrades, you will not be eligible for an upgrade until the device has been data-wiped and all accounts removed.

2.14. Changes to Your Order

If you wish to change your order, we advise that this is communicated to us within the first 30 days of your agreement. We will then be able to cancel your contract and re-issue another agreement with more suitable terms. Grade Mobile reserves the right to reject any changes to your order beyond the 30 days right to return.

2.15. Device Warranty: Repair or Replacement

Your device will be covered by a warranty for the full duration of your contract (and beyond if you enter into a rolling contract with us at the end of your contractual term). Your warranty will only apply where the device has suffered from manufacturing defects, battery faults, or software issues. It will not apply where the device has suffered accidental damage, general wear and tear, water damage, or where you neglected or have misused the product outside of its intended purpose. Your warranty will also be voided if you have repaired the device using a third-party without first seeking approval from Grade Mobile.

If you wish to claim on your warranty, you will need to be up to date with your payments under the agreement. You will need to return your device to Grade Mobile and we will assess the condition of the device and whether you are covered under warranty. If you are covered, then the following options will be available:

  1. You can ask that we repair your device; or
  2. You can ask for a replacement device.

For battery faults, you will not be able to claim a replacement device, but we will instead repair your device by replacing the battery. We may offer a replacement device at our own discretion if it is deemed that a battery repair would not be a suitable resolution.

If you are eligible for a replacement device, Grade Mobile will ensure that you are provided with the same make, model, condition, and storage size as your original device. We cannot guarantee it will be the same colour. Your replacement device will be a refurbished device of the same condition or better than your original device you have returned to us. The device will be fully functional without any component, battery, or software issues. Grade Mobile does not accept any responsibility for the loss of data, so please ensure to back-up your data prior to sending us your device.

2.16. Damaging your Device

If you damage the device through accidental damage, water damage, mistreatment of the device, or general wear and tear, you must return the device to Grade Mobile within 60 days of the damage occurring. We will repair the device and charge you an out-of-warranty repair fee for this service.

2.17. Insurance for Device

Our insurance provider is Bastion Insurance Limited (“Bastion”). You will be able to select insurance for your product during the check-out stages and will be directed to their own website for the transaction. Please refer to your insurance document for details of your cover level and specific terms. You can claim on your insurance to get your device replaced or repaired. Your replaced or repaired device will still be covered under warranty. Grade Mobile receives a commission payment from Bastion for each customer they onboard through our channels.

2.18. Disruptions to our Service

Any disruptions to your mobile service (or to the delivery of your device) by an uncontrolled event will be resolved as soon as practicably possible. We’ll contact you to try and minimise the interruption to ensure that you can resume your phone use again within a short period. If this interruption is prolonged, you may be to cancel your Grade Mobile Plan. You have legal rights where our service has not been delivered as described.

We may sometimes need to suspend our services to resolve technical problems or to implement important changes to comply with the law. If this is the case, we will contact you in advance to inform you of the suspension. In the case of an emergency disruption, we will inform you as soon as practicable. If we suspend our service for more than a few days, we will provide you with a refund for the days you were unable to use your Grade Mobile plan.

When our network is experiencing high demand or particularly high traffic, it may be the case that we need to decrease the speed of your mobile service. It could also mean that we may need to suspend or terminate your mobile service if we believe that the use of your network service is adversely affecting the network or other users.

2.19. Our Guarantees

All of our devices will have a battery health percentage of above 80%.

We will ensure that you receive a device that matches the condition or “Grade” you have selected on our website. For example, if you ordered a “Refurbished” device, you will receive a “Refurbished” device and not one of lesser quality or condition.

The delivery of your device is free of charge and will be delivered to your door within 7 calendar days. Should it take longer than 7 days to arrive, you may cancel your agreement with us.

2.20. Acceptable Use

Where Grade Mobile reasonably suspects a customer is using their Grade Mobile service in an illegal or unreputable manner, we reserve the right to cancel your contract immediately. This also includes any other actions which may cause harm, disrupt, violate, or infringe upon the rights of our customers, and any actions which cause harm our network or our customers. Our full Acceptable Use Policy is appended to the end of these Terms and Conditions. If we cancel your contract you will be liable for the duration of the minimum terms’ payments amount, plus non-return fees of the device.

2.21. Limitation of Liability

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

  1. losses that were not foreseeable to you and us when the contract was formed;
  2. losses that were not caused by any breach on our part;
  3. business losses; or
  4. losses to non-consumers.

We shall also not be liable to you in respect of:

  1. the loss, corruption or damage to any of your data or media stored on your Device. It is your responsibility to backup any of the data stored on it before doing so. We routinely wipe data from devices sent to us and do not offer a data recovery service;
  2. the loss of any accessories (including memory cards) sent to us with a device which were not meant to be included;
  3. any damage or loss to the device during delivery (where you are the sender);
  4. any failure of payment due to you providing incorrect bank details; or
  5. any failure of the device being returned to you because of incorrect address details.

2.22. Other Important Terms

We may transfer our rights and obligations under these terms to another organisation. You may transfer your rights only with our written consent.

SECTION 3: REFURBISHED DEVICE PURCHASES - TERMS AND CONDITIONS

This section only applies to customers who have selected purchased a device from us. If you have a subscription contract, you have not purchased a device. If you have selected any other product, this section will not apply to you and will not form part of your contract with us. Please refer to the correct section for your terms.

3.1. Why you Should Read These Terms

You should read these terms carefully as they form your contractual agreement with us when you purchase a refurbished device from us.  Where you purchase using finance, the third-party lender's terms and conditions will also apply.

For businesses transactions, we have separate business terms and conditions that apply. You can request these terms and conditions by contacting us.

3.2. Ordering From Our Website   

When you place an order on our website you agree to these terms and conditions, thereby creating contract between us. This contract is only formed at the end of your checkout journey, once we have accepted your order and provided a confirmation e-mail.

3.3. Rejection of Order

We may contact you to say that we do not accept your order. This is typically for the following reasons:

  1. the goods are unavailable;
  2. we cannot authorise your payment;
  3. where you purchase using finance provided by a third party lender, such lender declines to provide finance; or
  4. there has been a mistake on the pricing or description of the goods.

We will only accept your order when we email you to confirm this via a confirmation email. At this point

  1. you will be bound by these terms and conditions (i.e. a legally binding contract will be in place between you and us); and
  2. we will dispatch the goods to you.

3.4. Your Right to Return

We offer all customers a right to cancel your agreement with us within 30 days of your order being accepted - going beyond the minimum cancellation period required by law in every jurisdiction we serve. If you cancel within 30 days, you must return the device in the same condition as you received it. You may be liable for any damage or wear.

You can tell us you wish to cancel by phone, e-mail, or letter. We may ask for your confirmation e-mail as proof of your order.

If you have ordered a new device, you must not break the seal. By breaking the seal you will be liable for the fee stipulated in your contract for the broken seal.

If you are unsure about your return rights, please contact us before returning your device.

3.5. How to Return a Device

3.5.1. How to Return Your Device

You can request a prepaid envelope from us, which will include packaging and a prepaid Royal Mail shipping label, so your return is free of charge. Alternatively, you can generate and print a free returns label at https://www.royalmail.com/track-my-return/create/3507. Your device must be returned within 14 days of us confirming your return request, typically by e-mail confirmation from our Customer Service department

3.5.2. Responsibility While the Device is in Transit to Us

We provide this free return service for your convenience. It does not amount to any acceptance of liability if the device is lost in transit, and you remain responsible for the device until it is received back at our premises. This mirrors the position at clause 4.8: we accept responsibility for loss while a device is in transit to you, because we are in possession of it and control how it is sent; the same principle applies in reverse when you are returning a device to us.

3.5.3. Selecting the Right Level of Cover

It is essential that you select postal cover appropriate to your device's value. Our prepaid envelope provides a tracked Royal Mail 48-hour service with compensation of up to £150 if the device is lost in transit. This level of cover is adequate only if your device is worth £150 or less. Royal Mail do not accept claims under the standard 48-hour service for items valued above £750, regardless of the £150 headline figure.

If your device is worth more than £150, you should arrange Royal Mail Special Delivery or another service with sufficient cover, at your own cost. It is your responsibility to select the appropriate level of cover; we accept no responsibility for shortfalls arising from inadequate cover that you selected or failed to arrange.

3.6. Returning a Device: Data Wiping Requirements

It is essential that you remove all personal data from the device before sending it back to us, this includes:

  1. your passcode / pin lock / other enabled security;
  2. your Face ID;
  3. your iCloud account;
  4. your sim card; and
  5. your personal data.

Failure to remove data or log out of any personal accounts may result in us:

  1. contacting you to remove this information from the device
  2. sending the device back to you so you can remove this data or personal accounts.

If after 14 days of receiving your device, it has not been possible to remove all personal data and accounts, you will be charged a repair fee for the device. Your refund will be the price you paid us for the device minus the repair fee.

3.7. Delivery of the Device

Your device will be delivered to you free of charge by our courier. We aim to meet the delivery time chosen on our website, but they may be missed from time to time. If we are unable to delivery your device within 14 days of the expected delivery date (as set out in your confirmation e-mail), we will let you know in advance. You can then either wait for the delivery or cancel your order and receive a full refund. Once the device shows as delivered by our courier, it becomes your responsibility.

3.8. Delivery Disputes

In the case of a postal dispute, where the device has been recorded as delivered but you have not received the device, Grade Mobile reserves the right to conduct a full investigation as to the location of the device. The customer may be responsible for the full cost of the device if it is discovered, following an investigation, that the device had been delivered to the correct address. If the investigation shows that the device was not delivered to the correct address, you will be refunded in full for your order. If the device is confirmed as lost or not received by Royal Mail, Grade Mobile will refund your order.

3.9. Damaged or Missing Devices

Where we deliver a device that is cracked, bent or damaged on receipt, or where the device was missing from the package, please contact us within 48 hours of receipt so that we can raise an investigation with the delivery courier. We may need you to provide a sworn statement to help us in the claim against the delivery courier. For security purposes, we can only send your replacement device to the original address entered on your order.

3.10. Purchasing on Finance

We permit the use of the PayPal as a credit provider on our website. Using PayPal as a credit provider will mean that you are bound to a separate contract and terms & conditions for this credit agreement. We do not receive any type of payment or commission from PayPal.

3.11. Part Exchange  

You may choose to pay for part of your purchase by part-exchanging your current device (also known as "buyback trade-in"). If you choose this option, you will need to tell us about the device as part of your checkout journey, including its make, model, and overall condition. We will then provide an estimated valuation of your device, which will be deducted from the cost of your new device.

We reserve the right to reject or cancel your part-exchange application if any of the following circumstances apply:

  1. We no longer accept the device you are trying to sell;
  2. There was a mistake in the quotation provided
  3. You are located outside of the geographical location we operate within (i.e. outside the UK).

3.11.1. Dispatch

Once you have completed payment, we will send you a confirmation e-mail with a prepaid envelope containing packaging material, sending instructions, and a prepaid Royal Mail shipping label. If you do not receive this pack within 3 working days, you may:

  1. contact us at sell@grademobile.co.uk and we will send you a replacement pack.
  2. You can generate and print a Royal Mail shipping label by following this link: https://www.royalmail.com/track-my-return/create/3507 . This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.
  3. Refer to your confirmation e-mail for a QR code that can be scanned by the Post Office. This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.

Options (ii) and (iii) provide the same tracked service as the pack we send you, unless you selected Special Delivery at checkout. You must send us your part-exchange device within 14 days of receiving your confirmation e-mail.

3.11.2. What Happens If We Don’t Receive It

The valuation deducted at checkout is provisional until we have received, inspected, and confirmed your part-exchange device. If we do not receive it within 14 days, we will charge you the amount originally deducted from your purchase.

3.11.3. Risk During Transit

You remain responsible for your part-exchange device, and remain its owner, until it is received at our premises. We provide the prepaid envelope and shipping label as a convenience; doing so does not make us responsible for the device while it is in the carrier's possession, does not make the carrier our agent, and does not amount to acceptance of the device.

3.11.4. Carrier Cover Levels

The standard tracked service included in your prepaid pack provides Royal Mail compensation of up to £150 if your device is lost in transit. This level of cover is only suitable for devices valued at £150 or less.

If the valuation deducted at checkout is more than £150, you must use Royal Mail Special Delivery instead of our prepaid envelope. Royal Mail does not accept claims above £150 under the standard tracked service, regardless of the device's actual value, and will not consider claims at all where the value exceeds £750.

3.11.5. Your Responsibility

It is your responsibility to select a cover level appropriate to your device's value. If you select standard cover for a device worth more than £150, or fail to select any cover level, we accept no responsibility for any shortfall between the compensation Royal Mail pays and your device's actual value.

3.11.6. If Your Device is Lost

If your part-exchange device is confirmed lost in transit by Royal Mail, the amount deducted at checkout will still be charged to you in accordance with clause 4.11.2, as we have not received the device against which that deduction was made. We will support you in submitting a claim to Royal Mail using the tracking information from your label; any compensation Royal Mail pays is between you and Royal Mail and separate from the amount charged under this clause.

3.11.7. Data Wiping Requirements

All personal data, including any iCloud accounts, must be removed from the device before it is sent to us. Failure to do this will mean we cannot accept the device, and you will be charged the amount deducted at checkout.

3.11.8. Disagreement in Device Condition or Valuation

If we receive your device and, after an inspection from our technicians, it is shown to be in worse condition that originally stated, we will:

  1. Reassess the value of the device based on its condition and provide a second valuation

You will then have the choice of:

  1. Accepting the lower valuation and paying the difference between the original and lower valuation; or
  2. Pay the full price of the new device and have your trade-in device returned to you. Your device will be returned within 7 calendar days; or
  3. Cancel the order. We will send you a prepaid envelope for the return of your purchased device. Your order will remain active until the device has been returned. Failure to return within 7 days will mean that the order remains active and is not cancelled; you will therefore keep the device and receive no refunds. We may also charge you for the any outstanding costs associated with your part-exchange device (for example, if this was returned to you after the second valuation, or the difference in price between the first and second valuations).

3.12. Device Warranty: Repair or Replacement

Your device will be covered by a warranty for a full 12 months from the date of your confirmation e-mail. Your warranty will only apply where the device has suffered from manufacturing defects, battery faults, or software issues. It will not apply where the device has suffered accidental damage, general wear and tear, water damage, or where you have misused or neglected the product outside of its intended purpose. Your warranty does not cover changes in manufacturer policy that may affect the performance or functionality of the goods, including (but not limited to) policy or software updates. Your warranty will also be voided if you have repaired the device using a third-party without first seeking approval from Grade Mobile.

If you wish to claim on your warranty, you will need to return your device to Grade Mobile and we will assess the condition of the device and whether you are covered under warranty. If you are covered, then the following options will be available:

  1. You can ask that we repair your device; or
  2. You can ask for a replacement device.
  3. Refunds are only available within the first 30 days, or if we have provided 2 failed repairs/replacements as per the consumer rights act.

For battery health issues, you will not be able to claim a replacement device, but we will instead repair your device by replacing the battery.

If you are eligible for a replacement device, Grade Mobile will ensure that you are provided with the same make, model, and storage size as your original device. We cannot gurantee it will be the same colour. Your replacement device will be a refurbished device of the same condition or better than your original device you have returned to us. The device will be fully functional without any component, battery, or software issues. Grade Mobile does not accept any responsibility for the loss of data, so please ensure to back-up your data prior to sending us your device. The new device will be under warranty for the remainder of your 12-month warranty.

3.13. Insurance for Device

Our insurance provider is Bastion Insurance Limited (“Bastion”). You will be able to select insurance for your product during the check-out stages and will be directed to their own website for the transaction. Please see insurer for full details. If you claim on your insurance to get your device replaced or repaired. Your replaced or repaired device will still be covered under warranty.

3.14. Our Guarantees

All of our devices will have a battery health percentage of above 80%.

We will ensure that you receive a device that matches the condition or “Grade” you have selected on our website. For example, if you ordered a “Grade B” device, you will receive a “Grade B” device and not one of lesser quality or condition.

The delivery of your device is free of charge and will be delivered to your door within 7 calendar days. Should it take longer than 7 days to arrive, you may cancel your agreement with us.

3.15. Acceptable Use

Where Grade Mobile reasonably suspects a customer is using their Grade Mobile service in an illegal or unreputable manner, we reserve the right to cancel your contract immediately. This also includes any other actions which may cause harm, disrupt, violate, or infringe upon the rights of our customers, and any actions which cause harm our network or our customers. Our full Acceptable Use Policy is appended to the end of these Terms and Conditions.

3.16. Our Responsibility for Loss or Damage

We are responsible for foreseeable loss or damage due to breach of contract or lack of reasonable care. We are not liable for business-related losses.

3.17. Limitation of Liability

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

  1. losses that were not foreseeable to you and us when the contract was formed;
  2. losses that were not caused by any breach on our part;
  3. business losses; or
  4. losses to non-consumers.

We shall also not be liable to you in respect of:

  1. the loss, corruption or damage to any of your data or media stored on your Device. It is your responsibility to backup any of the data stored on it before doing so. We routinely wipe data from devices sent to us and do not offer a data recovery service;
  2. the loss of any accessories (including memory cards) sent to us with a device which were not meant to be included;
  3. any damage or loss to the device during delivery (where you are the sender);
  4. any failure of payment due to you providing incorrect bank details; or
  5. any failure of the device being returned to you because of incorrect address details.

3.18. Other Important Terms

We may transfer our rights and obligations under these terms to another organisation. You may transfer your rights only with our written consent.

SECTION 4: BUYBACK (TRADE-IN) - TERMS AND CONDITIONS

This section only applies to customers who are selling us their device through our “Recycling, Trade-in, buyback” service. If you have selected any other service, this section will not apply to you and will not form part of your contract with us. Please refer to the correct section for your terms.

4.1. Why you Should Read These Terms

You should read these terms carefully as they form your contractual agreement with us when you sell your device to us.

4.2. How to Sell Your Device to Us

You will need to provide us with the following information for us to provide you with an initial valuation for your device:

  1. Make and Model
  2. Network
  3. Condition
  4. Storage Capacity
  5. Any other information that may be requested

We will also require your basic details as well as bank account sort code and account number in order to process the transaction.

4.3. Rejection of Your Application

We may reject your application to sell your device to us if:

  1. We no longer accept the device you are trying to sell;
  2. There was a mistake in the quotation provided
  3. You are located outside of the geographical location we operate within (i.e. outside the UK).

4.4. Our Website Valuation of Your Device (“Up-to Value”)

Based on the information you provide to us; we will provide you with an initial valuation or “Up-to value” based on the below parameters:

  1. Great - No scratches or damage (even light screen scratches), Battery health above 90%
  2. Average - Minimal scratches or damage (no cracks or dents), Battery health above 85%
  3. Poor - Visible/heavy scratches (no cracks or dents), Battery health above 85%
  4. Broken - Reviewed upon inspection

This is a provisional valuation that is not legally binding for either party. You are under no obligation to accept our Up-to Valuation at this stage and can choose not to sell us the device if that is preferred.

By completing your sale request, you confirm that you have the right to sell the device; there is no outstanding finance tied to the device; and that the information you provide in respect of your device is accurate to the best of your knowledge.

4.5. Comparison Website Valuation of Your Device (“Up-to Value”)

Based on the information you provide to comparison sites; your device will be categorised as:

  1. Working: the device is largely functional.
  2. Broken: the device is not functional.

You will be provided with an initial valuation or “Up-to value” of your device based on the information you provide to the comparison site.

This is a provisional valuation that is not legally binding for either party. You are under no obligation to accept the initial valuation quote at this stage and can choose not to sell us the device if that is preferred.

By completing your sale request, you confirm that you have the right to sell the device; there is no outstanding finance tied to the device; and that the information you provide in respect of your device is accurate to the best of your knowledge.

4.6. Acceptance of Your Device

Your request to sell your device will be accepted by us, and a contract formed, once we have reviewed your application and sent you a confirmation e-mail. Please note that at this point, the initial valuation is not legally binding; this will not be agreed to until we have completed our own internal checks on the device to confirm its particulars, and condition. You will have an option to reject the agreement if we provide a lower valuation after completing our checks.

We reserve the right to reject or cancel any application if any circumstances under section 4.3 apply.

4.7. Sending Us Your Device

4.7.1. Dispatch

After receiving our confirmation e-mail, we will send you a prepaid envelope containing packaging material, sending instructions, and a prepaid Royal Mail shipping label. If you do not receive this pack within 3 working days, you may:

  1. contact us at sell@grademobile.co.uk and we will send you a replacement pack.
  2. You can generate and print a Royal Mail shipping label by following this link: https://www.royalmail.com/track-my-return/create/3507 . This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.
  3. Refer to your confirmation e-mail for a QR code that can be scanned by the Post Office. This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.

Options (ii) and (iii) provide the same tracked service as the pack we send you, unless you selected Special Delivery at checkout.

4.7.2. When a Contract of Sale Is Formed

Sending us your device is an offer to sell, not a completed sale. No binding contract to purchase your device is formed, and no payment obligation arises, until we have received, inspected, and graded the device and confirmed a final offer, which you have accepted and been paid for. Until that point, the device remains your property.

4.7.3. Risk During Transit

You are responsible for the device until it is received at our premises. Because no sale has yet been agreed, you remain the owner of the device while it is in transit to us, and you bear the risk of loss, theft, or damage occurring before it is received at our premises. We provide the prepaid envelope and shipping label as a convenience; doing so does not make us responsible for the device while it is in the carrier's possession, does not make the carrier our agent, and does not amount to acceptance of the device or any liability for its loss.

4.7.4. Carrier Cover Levels

The standard tracked service included in your prepaid pack provides Royal Mail compensation of up to £150 if your device is lost in transit. This level of cover is only suitable for devices you believe to be worth £150 or less.

If, based on the valuation shown to you when you requested your prepaid pack, your device is worth more than £150, you must use Royal Mail Special Delivery instead of our prepaid envelope. Royal Mail does not accept claims above £150 under the standard tracked service, regardless of the device's actual value. Royal Mail standard tracked service will also not consider any claims where the value of the device is above £750.

4.7.5. Your Responsibility

It is your responsibility to select a cover level appropriate to your device's value. If you select standard cover for a device worth more than £150, or fail to select any cover level, we accept no responsibility for any shortfall between the compensation Royal Mail pays and your device's actual value, and we will not offer or pay any goodwill amount in place of a valid Royal Mail claim.

4.7.6. If Your Device is Lost

If your device is confirmed lost in transit by Royal Mail, we will support you in submitting a claim to Royal Mail using the tracking information from your label. Any compensation for the loss of your device is a matter between you and Royal Mail under their terms of carriage; we are not a party to that claim and do not guarantee its outcome. As no sale has been agreed, we owe you no payment for the device itself.

4.8. Data Wiping Requirements

It is essential that you remove all personal data from the device before sending it to us, this includes:

  1. your passcode / pin lock / other enabled security,
  2. your Face ID,
  3. your iCloud account,
  4. your sim card,
  5. your personal data,

Failure to do so will mean your device will be quarantined for 14 days, during which time you will need to verify that you are the true owner of this device. If after 14 days your device has not been verified, we will recycle or destroy the device.

Our customer service department will contact you to verify you are the owner of the device.

4.9. Internal Check of Your Device

Before we can pay you for the device, we need to check to ensure that the condition of the device matches what you have put in your application (and what the original valuation is based upon). This will involve:

  1. Checking that your Device make and model matches the description you provided in your sale request;
  2. Verifying your Device against the GSMA Register for blacklisting, account locks, and history; and
  3. Checking your Device’s condition including (without limitation) the functionality, network, condition, battery health, third party parts, screen burns, device specification, and background.
  4. Checking that all personal data and iCloud locks have been removed.

We aim to carry out the assessment at on the same day as receipt of the device (excluding weekends and bank holidays), though this can take longer at busy times.

Where your Device is received more than 14 days after your confirmation e-mail is sent, we may reassess the up to valuation based on current market conditions.

4.10. Reassessed Valuation

Based on the internal check of your device, we may:

  1. Offer you a reassessed valuation based on the actual condition of the device;
  2. Confirm your initial valuation or “Up-to Value” as correct; or
  3. Reject your device for the reasons mentioned in paragraph 5.3.

If you are offered a reassessment, you may reject the reassessed valuation and cancel the contract with us. You will then be sent back your device at no charge. In order to cancel the contract, you must inform us by cancellation through our portal (your quotation notification will contain a portal link to officially respond), within 48 hours of the reassessed valuation.

If you accept the reassessed valuation, or do not respond within 48 hours of receiving it, we shall make payment for your device to your nominated bank account. At this point, your device becomes the property of Grade Mobile, and you will not be able to cancel your agreement, nor recover the device.

If you reject our reassessed valuation, we may at our discretion, offer you a third valuation for your device. This will be offered within 48 hours of you rejecting the reassessed valuation.

4.11. Lost, Stolen & Blacklisted Devices

We do not accept lost, stolen, or blacklisted devices under any circumstances. If your device is found to be lost, stolen, blocked, barred, or has an activation lock (such as iCloud or passcode restrictions), we will place it in a 14-day security hold for investigation.

To reclaim your device, you must provide valid proof of ownership within 14 days. Acceptable evidence includes:

  • A valid purchase receipt from an authorised retailer, or
  • A network provider confirmation confirming your ownership of the device.

If you successfully verify ownership and remove any locks remotely, we will proceed with processing your device.

If proof of ownership is not provided within 14 days, we will be required to follow regulatory guidelines, which may include reporting the device to relevant authorities or legally disposing of it. No payment or reimbursement will be made for blacklisted devices.

If a device is deemed to be brand new upon receipt, we will place it on a 14-day hold to conduct additional blacklist and ownership checks. This precaution helps ensure the device is not linked to fraudulent activities.

If you request your device to be returned while under investigation, we may apply an administrative handling fee of £25 to cover processing and security checks.

4.12. Payment for your Device

You will generally be paid for your device to your nominated bank account within 24 working hours of:

  1. Our acceptance of your original valuation as accurate
  2. Your acceptance of your second valuation

Alternatively, you will automatically be paid after 48 hours of us providing your second valuation but receiving no response

In some busier periods, it may take up to 72 hours for you to be paid. We do not accept any liability if you do not receive payment due to providing us with incorrect bank account details.

Once you receive payment, your device becomes the property of Grade Mobile, and you will not be able to cancel your agreement, nor recover the device.

4.13. Payment Failure

If you have accepted our quote and sent us your device, but we cannot make payment as incorrect bank details were provided, we will attempt to contact you via e-mail in order to get your correct details. Payment will be made within 1-2 working days of your updated bank details being received.

Should you be unreachable or not respond to our correspondence, we will hold your device in quarantine for one month. After which point it will be recycled. You will still be able to claim payment for the device for up to 12 months, starting from the date the device was received by us. We may need to request some information to prove that it is your device before making payment.

4.14. Right to Cancel

You can cancel your agreement in any of the following circumstances:

  1. You have not yet sent us your device and have only received an original valuation & confirmation e-mail.
  2. You have sent us your device but have rejected the second valuation after we conducted an internal check on the condition of the device

4.15. Retuning your Device

If you decide to reject your valuation and we hold your device, we will send your device back to your nominated address, as stated on your order, by Royal Mail. It will typically take 72 hours to arrive at your door. In some cases, it may take up to 7 calendar days for your device to be delivered. We reserve the right to charge a reasonable fee for the return delivery.

4.16. Returns: Delivery Disputes

In the case of a postal dispute, where the device has been recorded as returned to you, but you have not received the device, Grade Mobile reserves the right to conduct a full investigation as to the location of the device. The Company will not be held liable for any costs if, following a joint investigation between Royal Mail and Grade Mobile, it is shown that the device had been delivered to the correct address.

If the investigation shows that the device was not delivered to the correct address, you will be paid the original valuation price for the device. If the device is confirmed as lost or not received by Royal Mail, you will be paid the full valuation price for the device.

4.17. Limitation on our liability

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

  1. losses that were not foreseeable to you and us when the contract was formed;
  2. losses that were not caused by any breach on our part;
  3. business losses; or
  4. losses to non-consumers.

We shall also not be liable to you in respect of:

  1. the loss, corruption or damage to any of your data or media stored on your Device. It is your responsibility to backup any of the data stored on it before doing so. We routinely wipe data from devices sent to us and do not offer a data recovery service;
  2. the loss of any accessories (including memory cards) sent to us with a device which were not meant to be included;
  3. any damage or loss to the device during delivery (where you are the sender);
  4. any failure of payment due to you providing incorrect bank details; or
  5. any failure of the device being returned to you because of incorrect address details.

4.18. Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.

4.19. Changes to our terms

We reserve the right to alter these terms, our prices and any other part of our site at any time. Any alterations will be posted to our site.