Terms and conditions

Scope

This page defines the terms and conditions of the buyback.meeliemobile.com website. Meelie is a trading name of TMT First Limited.

To use our service, you must agree with everything on this page.

Our service is only available to those resident in the United Kingdom of Great Britain and Northern Ireland. If we reject a device sent to us from outside the UK, we are not responsible for the cost of its return.

Meelie is a consumer recycling website. Business enquiries should be directed to sales@meeliemobile.com. Customers recycling more than 3 devices may be considered as business users.

As a UK company in England, we are governed by the statutory legislation of England & Wales. Unresolved legal disputes must be settled by an English County Court.

These terms only cover the services offered by our website at buyback.meeliemobile.com. Websites hosted elsewhere are not covered by these terms. If you are forwarded to or from another website, you are responsible for assessing the terms of the other website.

Your device

Your device must be of EU Origin. New devices must include a UK 3 pin plug or may be subject to a reduction in value.

You must be legally entitled to sell the device that you send, this means the device must belong to you and you agree for ownership to transfer to us.

Once we issue payment, it is too late to return your device. You commit to sell your device when you post it.

Your device must meet the description we have agreed. We may reject your device if it has been modified or tampered with in any way that prevents us from processing it.

New devices

A device is new if:

• It is sealed, unused in its original box.
• It includes all original accessories and instructions.
• It is free from cosmetic damage, no marks, scratches or scuffs.
• It is complete, fully working with original hardware and official software.
• It has not been modified in any way.

Working devices in a good condition

A device is in good condition if:

• It only shows light wear and tear.
• The screen has no deep or multiple scratches, chips, cracks, dead pixels or defects.
• The hardware is fully working, including buttons, switches, sensors, screen, etc.
• The software is fully working, all features work.
• It is not out of shape, and free from corrosion and water damage.

Working devices in a fair condition

A device is in fair condition if:

• It is lightly scratched or scuffed.
• The screen has no chips, cracks, dead pixels or defects.
• The hardware is fully working, including buttons, switches, sensors, screen, etc.
• The software is fully working, all features work.
• It is not out of shape, and free from corrosion and water damage.

For examples of devices in good and fair condition, see our wear and tear policy.

Faulty devices

We accept faulty devices as long as:

• It comes complete with its battery
• It is fully intact and in shape, not bent, crushed or snapped
• It has no missing parts

Examples of acceptable faults:

• Water damage (but not motherboard corrosion)
• Broken screen, dead or bleeding pixels, screenburn
• No display
• Samsungs only: No power, but we might reject a device if the main board is faulty or damaged.
• Faulty or cracked touch screen
• Software doesn't work

Additional accessories found with your device will not enhance its price and will not be returned.

Network

Your device must be on a UK network or not tied to any network. We reject devices locked to a foreign network.

Security

Your device must not have any activation locks (for example, a PIN, Samsung or Google lock) or any software that allows remote administration.

We cannot accept responsibility for any data on your device. We recommend that you remove all your data and accounts if your device is working.

We reset devices and wipe their data, but we cannot always guarantee this is possible. You must accept the small risk that if your device cannot be reset, any residual data, at least in theory, is forensically recoverable from your device or its parts.

Apple devices

Apple devices must power on and have a working home key or face recognition. If your device does not power on, have a working home key, or have face recognition, a parts value will be offered.

We cannot accept Apple devices that are locked to an iCloud Apple ID. You must remove your device's iCloud activation lock before sending it to us. If we receive your Apple device and it is locked, we will ask you to unlock it remotely, but this will delay processing.

Battery health must be at least 80% to be classed as a Working device. Any device with battery health below 80% will be counter offered by the cost of a battery replacement or a faulty unit, whichever is the greater. Battery health can be found in Settings.

SIM cards

Do not send us your SIM card. You are responsible for all debt charged to your SIM card. We destroy all SIM cards we receive.

Blacklisted devices

Do not send us a device that is lost, stolen, or subject to an insurance claim. We check every device against several worldwide databases of blacklisted devices.

If your device appears on a blacklist database, we are legally obliged to keep it, withhold payment and inform the police.

If we suspect your device may become blacklisted, we may withhold payment for up to 28 days to allow time for it to appear on a database.

If we have already paid for your device and later find it on a blacklist, you agree to return payment within 3 working days, after which we will take steps to recover the money owed plus additional costs.

You must resolve blacklist disputes with the database provider yourself. We cannot handle your device or proceed with a sale whilst your device is blacklisted.

Where the mobile phone or device is not cleared from the blacklist register within 28 days, we will be required by law to hold onto the mobile phone or device, pass it to the Police or other law enforcement body or dispose of it.

For blacklisted devices that take longer than 28 days to resolve, we require a request in writing to extend the quarantine period. If the blacklist is lifted in an agreed reasonable time, we can process the sale at the current market value, or it can be returned. A £35 fee will be applied prior to the return of the device to cover handling, quality check and postage.

Payment

Our prices are under constant review, with many variations of models and prices for different conditions of devices to keep up to date, your quoted price is conditional upon receiving your device within 10 days, errors and omissions excepted.

If we receive a device later than 10 days and our prices have changed, we will pay the lowest of the two prices. To prevent such disappointment, we may send you reminders if we are still waiting for your device to be posted.

Once we accept your device meets our conditions, we will pay the agreed price and ownership of your device will transfer to us.

The price we offer is the total price inclusive of any VAT or other charges.

High value payments may require photo identification. We will let you know if we require photographic proof of identity before we issue your payment. ID is required within 3 days of a request being made to maintain the device value. If ID is provide after 3 days from the request being made, we may have to revalue or return your device.

You must ensure your payment preferences and details are correct. Once we issue a bank or PayPal payment we cannot recall or amend it.

PayPal payments are subject to a fee. This fee will be populated when selecting the PayPal option on our website.

We can reissue an incorrect or damaged cheque if you return it to us. If you ask us to cancel a lost cheque, we will deduct the cancellation fee in the new cheque.

Counter-offers

If your device does not meet our conditions, for example, if it is a different model or not as described, we will send you a counter-offer with an updated price.

If we want your device, we will offer our current price that matches our assessment of your device. If your device is not wanted, we will offer you £0.

Our counter-offers are not flexible, if you reject our counter-offer within 7 days, we will return your device. We will only be able to return your device in a generic box and are unable to return any accessories, cases, sim or data cards.

If you accept our counter-offer, we will make payment and ownership of your device will transfer to us.

If there is no response to our counter-offer after 7 days, we will treat our counter-offer as accepted.

If we return your device and the carrier returns it to us because delivery was unsuccessful, we will contact you to arrange redelivery. If you don't reply within 28 days, we will dispose of the device with no further payments due from or to anybody.

For devices that have been paid following a counter-offer and where the time elapsed has exceeded 7 days, a £35 fee will be applied in addition to the paid amount prior to the return of the device. This is to cover handling, quality check and postage of the device.

Please note: This is subject to the device still being available and is at the discretion of the company.

Postage & Packaging

Our free Royal Mail Tracked Returns service is only applicable for posting a single device.

Your device must be securely packed to ensure successful delivery. We are not responsible for non-delivery or damage in transit.

We recommend you have adequate insurance against loss or damage in transit. Our free Royal Mail Tracked Returns service includes £150 compensation.

To cover your device for more than £150, you will need to arrange your own postage at your own cost.

Our delivery address is:

Meelie Mobile
TMT First Limited, Suite 1
c/o TMT First, BAY2
Holditch House
Holditch Road
Newcastle-Under-Lyme
Staffordshire
ST5 9JA

If you use your own label, please make sure you include your Meelie Reference within the package. If we receive an unidentifiable device we will hold it for 28 days, after this time we will dispose of the device with no further payments due from or to anybody.

Cancellation

You can cancel your offer at any time before posting your device by following the instructions in our confirmation email, this will prevent further reminders. After we have received your device, you may only cancel if we do not accept your device and issue a counter-offer.

You must reject the counter-offer to cancel, and we will return your device. If you do not respond to the counter-offer, it is treated as accepted.

If you used a comparison site to recycle your device with us, but we do not receive it within 10 days, you authorise us to notify the comparison site that no device has been received so we can cancel the order on your behalf.

Emails

Our website sends emails automatically during the processing of your device:

• To confirm we have received your offer of sale

If we have not received your device and you have not cancelled:

• To remind you to post your device after 5 days
• To remind you to post your device after 10 days
• To inform you that our agreed price is no longer applicable after 10 days

If we do not accept your device and have made a counter offer:

• To remind you we are waiting for your decision after 4 days
• To inform you that our counter offer has expired after 7 days

Our staff may also trigger standard emails or personally contact you via email to send you a status update or make you aware of any issues.

Privacy

We comply with UK privacy laws and General Data Protection Regulations (GDPR). The way we handle your details is described by our Privacy Policy.

We may receive your details from a third party, for example, a comparison website. We are not responsible for any misuse of your details by the third party. We do not send your details to any third party.

We may aggregate non-identifiable statistics from our server logs (for example, browser version, pages visited) to monitor and improve our service. We may send this information to a third party, so we can use their reporting software.

Website

We may suspend our website without notice if we need to. We cannot guarantee our website will be available all the time. We are not liable for any loss caused by unavailability.

We may change the design or implementation of our website at any time, without notice.

We do our best to ensure our website works with all popular browsers. Please ensure your browser is up to date before you report a technical issue.

We built our website with accessibility in mind. You can report an accessibility issue, and we will be pleased to help you.