TERMS AND CONDITIONS

Please read these terms and conditions before submitting your order on our site. By submitting your order you agree to being bound by these terms and conditions.

About us

Twig is a trading name of Twig Group Limited, a company registered in England and Wales with the following details:

Company Number: 12685476

VAT Number: 378217472

Registered Office:

69 Wilson Street
London
EC2A 2BB

We operate the website "twigcard.com/selltech"

We also use the trade names “Twig” & “Twig Group”

Consumers

By submitting an order to sell a phone on our site you must be:

  1. A resident of the UK
  2. Accessing the site from within the UK
  3. Legally capable of entering in to a binding contract
  4. 4. At least 18 years old or have obtained consent from your parent or guardian to sell the phone for the sum indicated via our website

On completing the order form for each phone, you will be provided with a quote for your phone. The order form must be completed accurately and you must update us if any information changes. If the order form information is not accurate you may not receive the full quoted price.

If you deal as a consumer any provision of this contract which is of no effect to a consumer shall not apply. Your statutory rights are not affected by this contract.

For the purposes of these terms and conditions, “consumer” means an individual who neither makes this contract in the course of a business, nor holds himself out as doing so, as defined by the Unfair Contract Terms Act 1977.

Before sending us a phone

Before sending us any phone, please read these terms and conditions carefully and ensure you have printed a copy for future reference.

All phones must:

Data Risks and Precautions

Please remember you are responsible for cancelling any contract linked to each phone. Please ensure any SIM and data cards have been removed prior to sending us your phone. Any SIM or data cards received by us will be securely destroyed on receipt and will not be returned. We accept no liability for any charges which may be incurred if any phone is sent to us with SIM or data cards. You will be responsible for all such charges.

Although we offer data removal certification with all phones where supported and technically possible we accept no responsibility in relation to the confidentiality, protection, security or use of any data remaining on the phone when sent to us and it is your responsibility to ensure any such data is removed prior to sending to us. This includes any form of personal details, SMS, photos, games, songs or other data.

Please note it may not be possible to remove data from your non-functional phone (faulty). If you send us a non-functional phone you are therefore accepting that data may be accessible to any person who repairs the phone. This may include any third party that the phone is forwarded to for spare parts/harvesting and/or disposal.

Pricing

All pricing offered on our website is subject to change at any time without notice and is inclusive of any VAT and other taxes which may be applicable.

All pricing will be guaranteed for 7 days from the order placed date. This is the date we send you the confirmation email and shipping details for your order. If your phone is received after this period the current website price will apply. To avoid disappointment, we will remind you during the 7-day guarantee period.

If your phone does not match your order criteria due to grading or functionality we will contact you with a revised offer. Revised offers will automatically be processed for payment if we do not receive feedback within 72 hours.

Testing and Grading

Each phone will be tested using industry leading phone diagnostic software and must pass as fully functional to be classed as a working phone. This means all original features must be in full working order and show no signs of defect. Any functional defect with the phone will result in the phone being classed as faulty and either On Last Legs or Beyond Help based on the fault. All phones which pass the functionality test will be Graded as Working, Lived A Little or Well Loved and valued based on the cosmetic condition.

Click here to review our Grading Specification after All phones which pass the functionality test will be Graded as Working, Lived A Little or Well Loved and valued based on the cosmetic condition.

Any working phone should:

Any faulty phone should:

All phones must be available to use with UK mobile network operators. Any phones locked to non UK network operators will be valued as faulty.

All phones must be deregistered from any associated accounts. We will contact you to request removal of any associated accounts so we can process the phone. If we receive a phone with the ‘Activation Lock’ still activated and you do not respond within 72 hours, starting on the day we email you the ‘Activation Lock’ notification, we will revise the price to 5% of the original offer value. You can choose to accept the revised value or decline it. If you decline, the phone(s) will be returned free of charge to the registered account address.

All phones are checked via the Checkmend database to confirm the phone is not associated to any level of loss, theft or insurance claim and has no outstanding claim of ownership by a third party. If a phone is found to have a record that indicates it has been lost or stolen or we become aware of any other issue relating to its ownership, we will notify you by email and quarantine the phone for an initial period of 28 days. Payment for the phone will be withheld until the CheckMEND record does not show the phone as stolen or lost.

If your phone has a red flag against it, you will be required to contact CheckMEND to prove that you are the rightful owner of the phone and have the lost or stolen records associated with it cleared within the quarantine period and/or resolve any other issue relating to its ownership. If, during the quarantine period the red flag is removed, your phone will be processed and paid for as normal. However, if after the quarantine period has expired the red flag has not been removed then we are required by law to pass it to the Police or other law enforcement body to dispose of it and you will not receive any payment. UK legislation states that we cannot under any circumstances return the phone during this 28-day period unless the red flag has been removed.

If we become aware of any issues you will be required to co-operate with the authorities and we reserve the right to withhold or cancel the payment.

If you have received payment from us for a mobile phone or phone which we subsequently become aware of an issue relating to ownership, you agree to immediately reimburse us in full, within 72 hours following a written request by us.

We may disclose your details to the Police or other authorised bodies (such as, but not limited to, network operators and insurance companies) for the purpose of investigating or preventing a crime. By entering into this contract you agree to us supplying data for the purpose of the prevention and detection of crime, arrest and prosecution of offenders or for the recovery of stolen property.

By submitting an order you agree that any phone registered complies with these terms.

Any phones will be returned free of charge to the registered account address if you reject any revised phone valuations

Please note that all phones are automatically stripped of any boxes, screen protectors and cases upon receipt due to the volume we process, therefore we will be unable to return these.

We have the final decision regarding all phone testing, grading and valuations.

Postage and Packaging

Delivery of phones is your responsibility. We do not accept any responsibility until the phone is received by ourselves regardless of shipping option used.

All phones must be packaged in a secure manner as we accept no responsibility for any phone being damaged in transit.

Deliveries should all be sent to:

Twig
Knightsbridge Court,
Derby Road,
Burton on Trent,
Staffordshire,
DE14 1RS

Payments

Providing the phone matches our terms and conditions and the phone was received before 12pm we will pay your cash directly into your bank account by same day transfer. Please note that payments can only be made Monday – Friday, 9am – 5pm (excluding public holidays).

Same-day payment may be impacted in events out of our control.