Frequently Asked Questions

No. Our products are "as good as new". This means that they are pre-loved, but have been fully refurbished and now look and function like a new device.

Technically, our products function exactly like new devices. They do not contain any data from previous customers and have a valid software licence. Unless otherwise stated, the battery has ≥85% of its original capacity for smartphones and ≥80% for other devices, or ≥90% if it’s our Premium grade. With regard to the external product appearance, we distinguish between the condition categories “Premium”, “Excellent”, “Very Good” and “Good”.

Thanks to our refurbishment process, our products are fully renewed and are technically comparable to brand-new devices. However, the IPxx certification may be lost as a result, which is reflected in our warranty.

A dual e-SIM phone is a model that supports two active e-SIM cards and does not include a physical SIM card slot. The e-SIM has become a widely available standard across Europe that allows activation of mobile plans from wherever you are, without the need to attain a physical SIM card. As of 2026, all major European carriers support e-SIM cards.

If the original packaging is either damaged or not available, our partner may opt to use a neutral white or brown box, including protective material, to deliver the product.

No. All delivery costs are included in the price of the product, meaning you will not incur any additional costs. What's more, returns are free-of-charge. However, please note that our partner might adjust the price if the delivery is destined for a foreign country.

All our products come with a 30-day trial period that allows for returns, irrespective of your motivation. The costs associated with the return are covered by our partner.

Each of our products comes with a minimum 12-month warranty that goes into effect on the day of the purchase. This warranty covers all defects that occur during the stated time period. The device will be repaired, replaced, or - if neither is possible - result in a refund of your money. Depending on the instance, our partner may refund the customer the value of the device. Once our partner confirms this in writing, our partner will keep the device and refund the consumer the current value of the device upon receipt. Examples of these defects: a button breaks, the screen malfunctions, the device will no longer charge. Please note that the warranty does not cover defects or damage as a result of negligence or brought on by one's own fault (e.g. dropping the phone).

If you would like to know more about the refurbed return policy, please consult our Returns page.

In any eligible warranty case, the merchant will provide you with a return label. This label will enable you to send back the product free-of-charge. Please refrain from sending back the product without the appropriate label, as this will transfer the cost liability to you, the sender.

Unless otherwise specified, the batteries in our products retain ≥85% of their original capacity for smartphones and ≥80% for other devices, or ≥90% for our Premium grade. During the refurbishment process, any batteries below these thresholds will be replaced automatically. Some products are also available with a brand new battery (100% capacity).

As default, our partners use original equipment manufacturer (OEM) spare parts in the repair process, though sometimes these parts are not available for our partners because the manufacturer does not make them available for purchase. To help protect our planet by avoiding e-waste, we allow our pre-qualified partners to use non-OEM parts that are the same quality and specification of OEM, specifically on mobile phones and tablets. This means that all of our products function like-new. We are actively supporting the right to repair movement, which pushes manufacturers to make their products more easily repairable and to make spare parts more available for partners to refurbish and repair.

Each product's product page will inform you about the accessories that come with it in the box. The packaging, power adapter and charge lead can be generic. Please also note that, as part of our strong commitment to further reduce electronic waste, the scope of delivery for smartphones does not include a generic power adapter in addition to the compatible USB-C based cable in the box.

This type of warning has recently started to appear on newer Apple models when the battery or another component has not been replaced by Apple itself. However, you don't need to worry. These messages simply mean that a component on your device has been replaced by our reseller with an equivalent replacement part and professionally installed so that you can use your refurbed iPhone for as long as possible. After 4 days, the message disappears from the lock screen, after that it is only visible in the settings and has no negative impact on the performance or battery capacity of your device.

The purchase agreement is between you and the merchant. Refurbed provides the platform that connects buyer and merchant.

Only selected, experienced and professional merchants and refurbishers are permitted to sell their goods on our platform. We do not allow individual sellers to sell on refurbed.

Changes in product pricing are solely down to our partners. At refurbed, we compare and list the most attractive offers, meaning that it's worthwhile to check back on a regular basis.

Corporate purchases can be regularly conducted via the refurbed platform. If not otherwise stated (i.e. with differential taxation), the invoice will list the VAT. Cross-border sales (i.e. from a German partner to an Austrian customer) will be listed as net provided a verified VAT-number is present.

Apologies, we currently do not support selling your device to refurbed yet.

Unfortunately, no. We do not offer any form of product swaps.

If you already created an account:

1. Access the account area by clicking on the profile icon at the top of our website
2. Fill your email and password

If you don't have an account, you can create one:

1. Access the account area on the top bar
2. Click on "Sign-up"
3. Fill in your email address and personal data
4. Activate your account: you will receive an email in your inbox

There are several benefits and actions you can do inside your customer account:

• Check delivery status of your orders
• Download invoices or purchase confirmations as PDF
• Check order details
• Contact sellers

For any questions about your Extended Warranty, you can contact Evy at support@evy.eu, or with the chat function in your customer dashboard.

You can find more information about the Extended Warranty on the product pages. Here is an example for a smartphone's terms and conditions (PDF).

In contrast to the statutory warranty, your Extended Warranty eliminates the burden of proof of the defect for you after the first 12 months of your purchase. This means, that if your device suffers from a total or partial malfunction resulting from an internal defect and originating from an electrical, electronic, electromechanical or mechanical phenomenon, your device is covered by the policy, without you needing to prove the source of the defect.
If your device is repairable, it will be repaired and you will receive it back in working conditions. If the device is irreparable, you will be compensated with an e-Gift card equal to the replacement value which can be used for purchasing a new device on the refurbed website or mobile app.
In addition, you are also covered in case of battery depletion. The battery of your device is replaced if its charge capacity falls below 80% of its original specification and you do not need to prove a defect

The price of the insurance depends on the product you want to purchase, as well as the different situations it covers.
Simply add the product you want to purchase to your cart and view the pricing options for the Extended Warranty.

Yes, your device is covered by a statutory warranty for the first 12 months after your purchase. Between the 12 months and 24 months after your purchase, you are still covered by your device’s statutory warranty, but you will have to prove the source of the defect of your device if you want to file a claim. After 24 months, the statutory warranty is expired and your device and its battery are not covered except under your policy.

The Extended Warranty covers the total or partial malfunction due to internal fault caused by electrical, electronic, electromechanical or mechanical issues, and battery depletion of your device. A battery is considered to be depleted or non-performing at 80% or less of its maximum charging capacity.

When you select a product to buy, you’ll also be able to select an Extended Warranty.
In your cart, and during the checkout process, you’ll see the warranty extension and its associated price.
Within 24 hours of paying for product and insurance, you’ll receive an email with your membership certificate, as well as all of the documents relevant to your specific warranty extension.

When you take out an Extended Warranty policy, you have to respect certain obligations as an insured person in order to benefit from coverage. These obligations are listed as follows:

1. - You must be at least 18 years of age on the date you take out the policy.
2. - You confirm the accuracy of the information provided when taking out the policy and when making a claim.
3. - In the event of a claim, you must declare it within the deadline. In the event of a claim, the deadlines for notifying the insurer are relatively short. The Insurance Code stipulates a time limit of no more than five working days from the date of the claim or from the moment the insured becomes aware of it (article L. 113-24 of the Insurance Code). This minimum period is reduced to two working days in the event of theft.

Contrary to the Extended Warranty, an insurance will cover accidental display, water, and fall damages, as well as robbery and burglary of the device. With the Extended Warranty, your device is covered for breakdown not connected to normal wear and tear, and its battery is covered for depletion.

From the moment your device arrives at the repair center, it takes 3 working days until it is sent back to you.

No, your membership will automatically end after 18 months or 30 months, depending on your chosen plan.

You can cancel your policy within 30 days of enrolment without needing to provide any reason. However, if you have benefited from 1 or more free months, this period starts after the payment of your first insurance premium.
To cancel your membership, simply log into your refurbed customer portal by signing in.
If applicable, you will receive a full refund of any amount paid within a maximum of 30 calendar days after our services receive your cancellation request. Upon request submission, your membership and coverage will be nullified.

1. Simply search for your item using our item search or select it from the provided models.
2. Give us some information about the condition of your device by answering the questions.
3. You will receive a sales order confirmation email and a download link for your free shipping label together with further information about the next steps. Please double check that you use the correct shipping label for the respective device.
4. Please note if you sell more than one device, you will receive an individual shipping label for each device. Only one device per shipping label and parcel must be sent.
5. Then pack your device securely and send it off as soon as possible.
6. Once we have received your device, we will check your details for the item. Once this process is successfully completed, we will transfer the specified amount to the bank account you provided or make you a second offer.

At the moment we are buying Apple and Android phones, but we are already working on expanding the offer. Check out for all models we currently have offers for:https://www.refurbed.pt/en-pt/sell/

Please note that we currently only buy used devices. Therefore, unused or orginally packaged devices cannot be sold.

As soon as your device has been received, it will be checked against the following criteria, which also influence the predefined purchase price that you are shown when placing a sales request:

- What model it is
- What storage space it has
- What condition the device is in

Currently, we only accept functioning devices, and they need to be free from a network or SIM-lock, and you must have logged out from your personal user account.

The device you send in must meet the following criteria:

- The device can be switched on and charged
- The LCD/screen is functional and does not have any cracks or breaks
- The device does not have a network or SIM lock
- The device does not have an activation lock (e.g., iOS lock)
-The device is not logged into a personal account, for more details on how to log out please refer to our article (https://www.refurbed.ie/a/sign-out-icloud-samsung-google-account-guide/)
- The device does not have water damage

In this case you will receive a second offer with an adjusted price. You will be notified about this through email and have 14 days to accept or decline the 2nd offer. If you decline, the device will be returned to you free of charge. If you do not take any action within 14 days, the 2nd offer will be automatically accepted.

Your personal data, which you submit on this website as part of the sale of your device, will be treated confidentially in accordance with applicable data protection regulations. You can find more information about this in our privacy policy.

You get money directly to your bank account for your old device when selling it with refurbed and you support the circular economy! Your device will be refurbished and sold again, used for spare parts or recycled.

Send your device as quickly as possible. When completing the sales process, you will receive the shipping label within 24 hours and we define an offer price. To maintain this price, your device must arrive within 21 days at the refurbishment facility.

- Make a note of the IMEI number
- Take photos from all sides before you pack and ship the device
- Reset the device to factory settings.
- Deactivate any account locks (such as Google Account, Samsung Account, Blackberry Protect, etc.) – only in this way can we check it and prepare it again accordingly.
- Also remove locks such as swipe patterns, PINs with number sequences or passwords.

Please note that all personal data (photos, contacts etc.) that are still on the device after it arrives at our place will be professionally deleted and cannot be restored. For more guidance, please refer to our article (https://www.refurbed.ie/a/guide-before-sending-smartphone/).

No. Please do not send any additional accessories (such as charging cables, headphones, protective cases, screen protectors, original packaging) or any other items with your device. Any accessories you send will be disposed of and cannot be returned to you.

- Use a sturdy packaging box to send your device. We encourage you to re-use packaging where possible.
- Also use enough filler material (like newspaper) so that the device cannot be damaged in the box.
- Make sure that the battery is inserted, and the battery compartment cover is properly closed. Batteries must not be loose in the box, otherwise we cannot buy the device.
- Please ensure that only one device is sent per parcel and shipping label. If you want to sell multiple devices, please follow the steps described below “How do I correctly ship multiple devices?“. This is necessary so that you get your money as quickly as possible once a device has been accepted. If you send more than one device in a parcel, it can cause difficulties in handling and identification of the devices which could result in longer handling times.
- Securely seal the package with tape. Print out the shipping label and attach it clearly on the parcel. Please only use the shipping label that was sent to you by refurbed. If you use your own shipping label, refurbed cannot guarantee that the parcel is insured during shipment.
- Then hand this over to the appropriate courier’s drop off point.

If you have placed multiple sales requests, you must send each device with an individual shipping label and in separate parcels.

For example, if you have sold 2 devices with us, 1 device needs to be put in 1 parcel, with the corresponding shipping label for that order. The 2nd device needs to be put in a 2nd parcel, with the other shipping label.

In the mail where you can download the shipping label, you can find information on which device must be shipped with it.

We cannot accept multiple devices per parcel, and if you submit more than 1 device per parcel, we might not be able to process or accept your sale.

A backup is a security copy of your data, applications, and settings. Often, backups are automatically created by your device and synchronised in online storage (e.g. iCloud, Samsung Cloud Drive). If you have not activated this setting, you can also create backups manually:

Please deactivate any possible account locks, such as a iCloud, Google account, Samsung account, etc. on your device, so that we can check and process them accordingly. Locks like swipe patterns, pins with number sequences or passwords must also be removed, otherwise we cannot rule out that your device is additionally equipped with an account lock.

Please note: We cannot refurbish devices with existing account locks. If these are present, we cannot process the purchase and will send the device back to you.

How do I reset my device to factory settings?

Your device is insured for the entire duration of the shipment when you use the shipping label provided by refurbed. So, you can send your product completely worry-free, and we will take care of the rest!

Should your device be returned to you for some reason, it will leave our partner’s facilities within 2 business days after the cancellation or rejection of the sales order.

In the following cases, the device will be returned to you:

- If you have not deactivated account locks that prevent the device from the handled, checked and processed.
- If the device is broken.
- If it is a unused/originally packed device.
- If it does not fulfill all criteria listed under section “How is the price of my device calculated?”

As soon as your device arrives at our partners’, it will be checked for various criteria (device functionality, screen and casing free from scratches, no SIM lock, user data removed). If these match the details you provided, we will transfer the agreed amount of money within 7 business days via a bank transaction to the bank account you identified when placing the sales request.

After receiving your device, the inspection usually takes up to 5 working days. In case you send multiple devices per parcel, or the information you have provided does not match the device sent in, the time taken can be longer.

The payout depends on your bank and account type, but usually within 2 business days. The maximum time you should have to wait is 7 business days.

If you entered the incorrect model name, memory size or condition of your device, you will be provided with a second offer via email that corresponds with the device you send in. You then have 14 business days to either accept or reject this second offer. If you do not reply to the email within the 14 days, the second offer will be automatically accepted.

- Devices sent in are refurbished by our refurbishing partner (reseller) and given a second life by being resold for use - via the refurbed marketplace or to companies.
- If it proves impossible to refurbish a device that has been sent in, it is used for spare parts or recycled to the highest environmental and safety standards and the raw materials recovered are reused.