FAQs

Check most frequently asked questions here
General Sending Your Device Device Conditions Product FAQs Payments
General
How long is my quote valid for?
The quote on your order will be valid for fourteen (14) days from your order submission date. To achieve the maximum quote we must receive your device in our facility within fourteen (14) days and for us to value your device at the full quote price based on functionality, network, condition, battery health & usage, device specification, third party parts, screen burns, and the background of the device.

If we update our site prices within fourteen (14) days of your submission, this will not affect the quote you received at the time of your order, which can still be achieved.

We do ask that you ship your item to us as soon as possible so that we can complete your order in the shortest possible turnaround time. Please note that devices tend to depreciate over time, so sending in your device quickly will help you to receive the most for your device.
Will there be any deductions when my device is evaluated or will I get the quote stated?
All devices are evaluated by our Diagnostics team via robotics and manual tests to determine if the initial quote you received is correct based on the grade you selected or if any adjustments need to be made.

If any changes have been made to your quote you will be notified via the emailed report.
I have received my new evaluation but I would like my device back - what do I do?
Simply reply to the email within 72 hours to reject the offer and your device will get dispatched back to you.

Please ensure you respond within 72 hours in order for the team to instruct the dispatch as soon as possible. If we do not receive a response within that time, we will assume you are happy with the evaluated quote & will instruct payment.
I have filled out some of my details wrong, how do I change them?
Please contact our Customer Support team at support@webse.co.uk, to let them know what you would like changed so that they can change it for you.
How do you process my device?

Once you book your order via our website, you will be able to receive your pre-paid postage label.

Afterwards, once you remove all of your personal details from the device, you can package it safely and post it back to us with the provided pre-paid label.

We will then confirm receipt of your device & test it - Once complete, we will instruct payment the very same day! 

How do I check the status of my order?
Once you have completed your order submission, you will receive a confirmation email informing you how to remove your personal data and your shipping options to get the device to us.

The next contact you will receive from us will either be a follow-up email if you don't send your device within 4 days or a notification email to confirm we have safely received your device.

Once you have received a notification email from us to confirm we have safely received your device, the next point of contact will be from our team to confirm whether your device has reached the valuation & grade quoted or a valuation of the current state of your device. Please lookout for this email, if we don't hear from you within 72 hours of delivering your final quote we will presume you would like to be paid and recycle your device.
How long will it take for you to receive my device?
The Royal Mail pre-paid label we provide is a 48-hour delivery service. Though please bear in mind that we are closed during weekends and bank holidays.

You receive tracking once you generate your label, so you can track the status of your delivery the entire way!
Will I be kept up to date?
Absolutely! Throughout the process, we will keep you in the loop. You can track your parcel with Royal Mail and you will be notified when your device arrives with us.

Once we have inspected your device you will receive a notification email confirming your payment or if we have found a discrepancy or a fault that prevents your device to reach the grade & quote, we will update you with our evaluation results and the available options. Along the whole journey, our Customer Support team is there to help either via email, LiveChat or social media.
Sending Your Device
How do I safely send my device in to you?

To send your device in to us, simply:

Print a pre-paid Royal Mail shipping label from home which can be generated by clicking here, which will take you to our section of the Royal Mail website.

If you don't have a printer at home, you have the option to download a QR code to your phone. The QR code will be downloadable once you have generated a free Royal Mail label by clicking here. Take your parcel to the Post Office or your local Delivery Office and simply show the QR code to a staff member. They will scan the QR Code from your phone which will allow their system to print the shipping label for you to stick to the package free of charge. Make sure you have the Device boxed up ready for the shipping label to be stuck on. The Post Office/Delivery Office will not provide you with the packaging.

What should I include in my parcel?
When sending your device, please include your charger (& anything necessary foir the device to fully function) as well as a note with your Full Name, your Order ID and your email address.

That way we can determine that the device belongs to you, as otherwise, it will be difficult matching the device to the appropriate owner.
Should I send my phone's box, case & accessories? Will I get a better quote?

Your quote will be dependent on the device's condition - If your device has any signs of usage (light scratches, scuffs etc) then providing a box will not make a difference as only Grade 1 (immaculate condition) device's require a box & original accessories to come in.

Please send in the charger & any accessories necessary for the device to be fully functional - cases & accessories like headphones/speakers are not required. However, we can purchase these items from you seperately by finding the item on our website or requesting a quote via our Contact Us form.

Can I sell an item in person?
Currently we operate an online-only model, whereby the whole process is managed solely online allowing you to sell or purchase from us anywhere in the country. As standard, all products bought in are vigorously tested & confirmed with you, before final payment is made. If an item's grade needs to be amended we will always let you know before proceeding.
Do my items need to be sent in a good condition?
Please ensure any items that you sell to us are in a clean condition. Items received that are not may be subject to a lower grade or rejected.
Is there anything else I should do to the device before sending it in?
It is advised to keep track of your Order ID (This can be found on your email - starting with #BSE), your device's IMEI number and also your Tracking Number, in case they are needed at any point while the device is in transit.

Also, if possible, please have the device charged as it will make the evaluation process faster for our team.
I don't have a printer?

There is no need to worry, if you don't have a printer getting your item(s) to us is still easy:

If you don't have a printer at home, you have the option to download a QR code to your phone. The QR code will be downloadable once you have generated a free Royal Mail label by clicking here. Simply show the QR code to a staff member at your local Post Office or Royal Mail Customer Service Point. They will scan the QR Code from your phone which will allow their system to print the shipping label for you to stick to the package free of charge. Make sure you have the Device boxed up ready for the shipping label to be stuck on. The Post Office & Royal Mail Customer Service Point will not provide you with the packaging.

Device Conditions
What is an 'Average' condition console?
Consoles under the "Average" Condition need to meet all the following criteria:


The item will be in good to poor condition & come with all necessary accessories in order for the device to be fully functional (any controller). The item can have cosmetic damage such as scratches/dents/chips but it must be fully functional. The item should not have any cracks or missing chassis. The box is not required.


Please ensure all items are cleaned prior to sending them in as BS Exchange holds the right to refuse purchase based on their sanitary condition. Please note that any item BS Exchange believes to be counterfeit will be refused & sent back.

What is an 'Unboxed' condition console?
Consoles under the "Unboxed" Condition need to meet all the following criteria:


The item must be in good to pristine condition & come with all of the necessary accessories. This includes the original controller in the same colour & wires. All the accessories must be in good to perfect condition. The box is not required. If any of these criteria are not met, unfortunately it cannot be deemed as Unboxed. 

Please ensure all items are cleaned prior to sending them in as BS Exchange holds the right to refuse purchase based on their sanitary condition. Please note that any item BS Exchange believes to be counterfeit will be refused & sent back.

What is a 'Boxed' condition console?
Consoles under the "Boxed" Condition need to meet all the following criteria:

The item must be in good to pristine condition & come with all of the necessary accessories. This includes the original box, all inserts, wires & original controller in the same colour. All the accessories must be in good to perfect condition. If any of these criteria are not met, unfortunately it cannot be deemed as Boxed. 

Please ensure all items are cleaned prior to sending them in as BS Exchange holds the right to refuse purchase based on their sanitary condition. Please note that any item BS Exchange believes to be counterfeit will be refused & sent back.

What is a "Pristine" condition device?
Devices under the "Pristine" Condition need to meet all the following criteria:

• No water or liquid damage.

•The devices need to turn on and off, with all buttons working.

• A working touchscreen in excellent condition with no damage such as felt scratches, cracks or (pixel) damage.

•No damage to the outer case (no cracks, dents or chips).

•A fully working operating system (software).

•Battery health of at least 90%.

•Be fully functional with all parts including system software.

•Have working home button / fingerprint sensor / Wi-Fi / camera / video.

•Make / Receive calls.

•Have a functional battery so it holds its charge.

•Must include the original box, inserts & accessories in perfect condition.

•Be removed from any iCloud / Samsung / Google Accounts.

What is a "Good" condition device?

Devices under the "Good" Condition need to meet all the following criteria.

•No water or liquid damage.

•The devices need to turn on and off, with all buttons working.

•Have a working touch screen (small scratches accepted)

•Be fully functional with all parts inc. system software

•Have working home button / fingerprint sensor / WiFi / camera / video

•Make / Receive calls

•Have a functional battery so it holds charge (80%+ battery health)

•Be removed from any iCloud / Samsung / Google Accounts

•Cannot have a display showing signs of cracks, white spots, screen burn or discolouration.

A "Good" Conditioned device can have:

•Light scratches to screen or outer housing (no cracks, chips or dents)

•Cannot have a display showing signs of white spots, screen burn or discolouration

•A battery health above 80% - no batteries with faults, warnings or blows.

What is a "Average" condition device?
Devices under the "Average" Condition need to meet all the following criteria:

• No water or liquid damage.

•The devices need to turn on and off, with all buttons working.

• A working touchscreen - small scratches accepted but no cracks or (pixel) damage.

•A fully working operating system (software).

•Any battery health, but no batteries with faults, warnings or blows.

•Be fully functional with all parts including system software.

•Have working home button / fingerprint sensor / Wi-Fi / camera / video.

•Make / Receive calls.

•Be removed from any iCloud / Samsung / Google Accounts.

An "Average" Conditioned device can have:

•Heavy wear and tear including scratches, chips, dents and damage to the outer housing but no cracks.

•Any battery health, but no batteries with faults, warnings or blows.

What is a "Faulty" condition device?

Devices under the "Faulty" Condition could have some of the following criteria:

•Water or liquid damage.

•Cracked screen, rear camera lens, housing torch or other parts.

•Heavy wear and tear.

•Message showing that battery requires service in the settings, battery menu (iPhone only).

•Phone display with any signs of cracks, white spots, screen burn, discolouration or heavy scratches.

•Locked to a Non-UK network.

Please keep in mind that in order to accept "Faulty" devices, they need to meet the following:

•Be in one piece and not have any missing parts or components.

•Have working power on function (we cannot accept a device that cannot be tested).

•Be removed from any iCloud / Samsung / Google Accounts.

*Please note: we cannot buy your phone if it is missing components or is bent, crushed or snapped in half.

Product FAQs
What's included?
All phones come with a compatible charging cable. To reduce e-waste, AC adapter and headphones are not included.
  • iPhone 
  • Charging cable
Payments
How long until I get my voucher?

You will be paid within the same day that we process your device. If there are no errors on your order this will be the same day we receive the device, Monday - Friday, excluding weekends and bank holidays!

Payments are sent at the end of each day and usually arrive instantly to the email registered on your account (please check your junk/spam if you do not see it in your main inbox).

If your device does not match the description submitted we will contact you with an updated quote or a rejection notice. Please ensure you describe your device honestly and correctly to avoid any delay.

Please refer to our Terms & Conditions for further detail.

Can I gift my Voucher to someone else?

You can gift your vouchers to whoever you like. Please note, BS Exchange are the only sellers of our vouchers, any vouchers sold or purchased by third-parties are bought/sold at your own risk. 

BS Exchange will deem the ‘owner’ of the voucher to be the person who is in possession of the voucher & uses it to make a purchase. 

We are the sole issuers of BSE Vouchers & we cannot accept any liability for vouchers bought privately outside of BS Exchange.

How do I use my BSE Vouchers?

In order to redeem your voucher, add the item you are purchasing to your basket, go to checkout, sign in, enter your unique voucher code in the 'discounts' section.

You can use multiple vouchers in one transaction. 

Please note, if your voucher is less than the total amount due you will be able to pay the remainder using another payment method of your choice. If your voucher value is above the total amount due, you will receive an email containing your new voucher (your change) once the order is complete.

It seems that I have been paid, but the amount isn't the same as when I booked the order. What is happening?

Please do contact our Customer Support team at support@webse.co.uk, to check this for you.

Additionally, please keep in mind that if you have received an evaluation from our side and there was no response within 48 hours, the device and payment have been automatically processed.

Our Terms and Conditions: Terms Of Service

It's been more than 24 hours and I have yet to get paid after I received the automated confirmation email. What is happening?

Please keep in mind that even though we process all of our payments within 24 hours, depending on your financial institution it can take up to 48 hours for the payment to become available in your bank account.

Feel free to contact our Customer Support department at support@webse.co.uk and they will be able to further investigate it for you.

I have filled out my bank details wrong, what can I do?

There is no need to worry as, before the processing of your payment, you will receive an automated email that will let you confirm the bank details you entered.

If you don't receive this or believe you have made a mistake, feel free to contact our Customer Support team at support@webse.co.uk, so that they can change them for you.

How long does payment take?
You will be paid within the same day that we process your device. If there are no errors on your order this will be the same day we receive the device, Monday - Friday, excluding weekends and bank holidays!

Payments are sent at the end of each day and usually arrive instantly to UK bank accounts (depending on your who you Bank with transfers can take longer).

If your device does not match the description submitted we will contact you with an updated quote or a rejection notice. Please ensure you describe your device honestly and correctly to avoid any delay.

Please refer to our Terms & Conditions for further detail.
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