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Device Grading and Revised Offer Policy

Device Grading and Revised Offer Policy

Last updated: 3 August 2026

This policy explains how Sell Phone Fast assesses devices, how condition grades are applied, and when an original quote may be replaced by a revised offer.

Sell Phone Fast is a trading name of Gorilla Fones Ltd, company number 16636791, whose registered office is at Docklands Business Centre, Suite 12/3D, 10–16 Tiller Road, Docklands, London, E14 8PX, United Kingdom.

This policy forms part of our Terms of Service. If there is any conflict, the Terms of Service take priority.

1. Initial quotes

The price shown on our website is an initial quote based on the information the customer provides, including the device model, storage capacity, network status and condition.

The quote assumes that:

  • the make, model, storage capacity and network status have been described correctly;

  • the device meets every requirement of the condition selected;

  • the device is genuine and has not been reported lost or stolen;

  • the customer owns the device and has the right to sell it;

  • there is no outstanding finance, lease, hire-purchase agreement or other third-party interest affecting the device;

  • all activation locks, passcodes, accounts and device-management restrictions have been removed; and

  • the device can be inspected and tested safely.

An online quote is not a final purchase price. The price becomes final only after we receive and inspect the device and confirm acceptance of the original quote, or after the customer accepts a revised offer.

Quotes remain valid for the period stated in our Terms of Service. Market prices may change after that period.

2. General grading principles

The selected grade must describe the whole device, not only its screen or whether it switches on. We assess cosmetic condition, functionality, battery performance, authenticity, identifiers, locks and any evidence of damage or repair.

Normal signs of use must still fall within the limits of the selected grade. A device may be placed in a lower grade if any material part falls below those limits.

Unless a product page expressly states otherwise, original packaging, charging cables and accessories are not required and do not increase the quote. SIM cards, memory cards and cases should be removed before posting.

3. Condition grades

New

A device described as New must:

  • be unused and in genuinely new condition;

  • have no scratches, marks, dents, chips, cracks or other signs of use;

  • be fully functional;

  • have no liquid damage, internal damage or unauthorised modifications;

  • have a clean IMEI or serial number and no activation, account or management lock; and

  • include the original sealed retail packaging where the quote specifically requires a sealed device.

If the seal has been broken, the device has been activated, or there are signs of handling or use, it may be graded as Excellent or another appropriate grade.

Excellent

A device described as Excellent must:

  • be fully functional, with every tested feature working correctly;

  • have no cracked, chipped or deeply scratched screen or rear glass;

  • have no dents, bends, missing parts or significant housing damage;

  • show no more than very light cosmetic signs of careful use;

  • have working cameras, microphones, speakers, buttons, ports, biometric features and wireless functions, where fitted;

  • have no screen defects such as lines, ink marks, dead areas, severe burn-in, lifting or touch faults;

  • have no liquid damage or significant internal damage; and

  • meet our applicable battery-health requirements.

Good

A device described as Good must:

  • be fully functional, with all essential features working correctly;

  • have no cracked glass, exposed internal parts, significant bends or structural damage;

  • be free from major screen faults, including lines, black spots, severe burn-in or unresponsive areas;

  • have no liquid damage;

  • have no missing essential parts; and

  • meet our applicable battery-health requirements.

Visible scratches, scuffs, small chips to the finish and ordinary signs of use are acceptable in this grade, provided they do not affect safe or normal operation.

Faulty

A device should be described as Faulty if it does not meet the functional requirements of Good or Excellent. This may include a device that:

  • does not switch on or start correctly;

  • has a cracked or non-responsive screen;

  • has faulty cameras, speakers, microphones, buttons, charging functions, connectivity or biometric features;

  • has a battery fault or materially degraded battery;

  • has significant housing or rear-glass damage; or

  • has another disclosed hardware or software fault.

A Faulty quote does not mean we can buy every device. We may reject or separately assess devices that are unsafe, extensively dismantled, counterfeit, reported lost or stolen, subject to finance, activation-locked, account-locked, managed by an organisation, or damaged beyond economic repair.

4. Battery assessment

Battery capacity naturally reduces with use. We inspect battery health, charging behaviour, stability and any service or safety warnings.

A revised offer may be made if the battery:

  • is materially below the minimum health level stated in the quote journey or product description;

  • displays an important battery or service warning;

  • fails testing, shuts down unexpectedly, will not charge normally, is swollen or presents a safety risk; or

  • has been replaced with a part that causes a material compatibility, safety or functionality issue.

If no minimum percentage was shown when the quote was obtained, we will not reduce an offer solely because of ordinary age-related battery wear. Any reduction must relate to a material defect, safety concern, failed test or reasonable repair requirement.

5. Inspection and testing

After receiving the device, we may:

  • confirm its make, model, colour, storage capacity, network status and identifiers;

  • inspect the screen, housing, cameras, ports, buttons and internal condition;

  • test calls, sound, charging, connectivity, sensors, biometrics and other functions;

  • check battery health and diagnostic information;

  • check the IMEI or serial number against available lost, stolen, blacklist, finance, warranty and authenticity databases;

  • inspect for liquid indicators, non-genuine parts, previous repairs, tampering or modification; and

  • use recognised diagnostic software, including PhoneCheck or an equivalent service.

Automated diagnostic results may assist our assessment, but a revised offer will be based on the device's actual condition and relevant evidence. We may perform a reasonable factory reset or software restoration where necessary for testing, provided the device is not activation-locked.

6. Reasons for a revised offer

We may make a revised offer where inspection shows a material difference from the information used to calculate the original quote. Reasons may include:

  • a different model, variant, storage capacity, colour or network status;

  • a lower cosmetic or functional grade;

  • cracks, dents, bends, chips, deep scratches or screen damage not allowed in the selected grade;

  • a non-working or intermittent feature;

  • battery failure, a safety warning or material degradation;

  • liquid damage, corrosion or internal damage;

  • a replaced, non-genuine or modified part that materially affects condition, function, value or safe resale;

  • screen burn-in, dead pixels, lines, black spots, lifting or touch faults;

  • an activation lock, account lock, passcode, mobile-device-management restriction or similar restriction;

  • an IMEI, serial-number, blacklist, finance, ownership or authenticity issue;

  • missing essential components; or

  • the quote having expired before the device was received.

We will not reduce a quote for a defect already disclosed by the customer and expressly included in the quoted condition, unless the actual defect is materially more serious than described.

7. How revised offers are calculated

A revised offer will reflect the verified model and condition, current resale value, the nature of the defect and, where relevant, the reasonable cost and risk of repair or replacement.

We will not apply an arbitrary administration fee for making a revised offer. Any price reduction should be proportionate to the difference identified during inspection.

8. Notice and evidence

If we revise the price, we will contact the customer using the email address or other contact details supplied with the order. The notice will normally include:

  • the original quote;

  • the revised offer;

  • the material reason or reasons for the change;

  • photographs, diagnostic results or other supporting information where reasonably available and useful; and

  • instructions for accepting or rejecting the revised offer.

Customers may ask for reasonable clarification or available supporting evidence before deciding.

9. Five-day response period

The customer has five calendar days from the date we send the revised offer to accept or reject it, unless the notice provides a longer period.

We may send a reminder during that period. If the customer needs a short extension, they should contact support@sellphonefast.co.uk before the deadline. We will consider reasonable requests fairly.

Failure to respond does not count as acceptance. If we receive no response, we may cancel the transaction and return the device in accordance with our Cancellation and Device Return Policy. We will not pay the revised price or take ownership merely because the customer remained silent.

10. Accepting a revised offer

If the customer accepts the revised offer through the method stated in the notice:

  • the revised amount becomes the final purchase price;

  • the transaction will proceed under our Terms of Service; and

  • payment will be made using the agreed payment method and timescale, subject to any necessary ownership, fraud or compliance checks.

Acceptance cannot normally be withdrawn after payment has been processed and ownership has transferred, except where required by law or expressly agreed by us.

11. Rejecting a revised offer

If the customer rejects the revised offer within the response period:

  • we will cancel the purchase;

  • we will return the device to the customer's eligible UK address free of charge;

  • we will normally dispatch the return within five business days; and

  • we will provide tracking information where available.

The returned device may have been reset or its data erased during inspection. We cannot restore data, accounts, settings or content removed as part of the testing or data-security process.

Return arrangements, failed delivery, unclaimed devices and exceptions involving unlawful, unsafe or restricted devices are governed by our Cancellation and Device Return Policy.

12. Devices we cannot purchase normally

We will not complete a normal purchase where we reasonably believe that a device:

  • has been lost, stolen, unlawfully obtained or fraudulently supplied;

  • is counterfeit or has an altered or invalid identifier;

  • remains subject to finance, lease, hire purchase or another person's rights;

  • is activation-locked, account-locked or subject to unresolved device management;

  • presents a health, fire or safety risk; or

  • cannot lawfully be bought, possessed, transported or resold.

We may pause the transaction while requesting proof of ownership, identity, finance settlement or removal of a restriction. Where appropriate, we may retain or disclose the device or relevant information to the police, network, insurer, finance provider or other lawful authority. We will act in accordance with applicable law and our Terms of Service.

13. Customer responsibilities

Before posting a device, the customer should:

  • select the grade honestly and disclose known faults;

  • back up any information they wish to keep;

  • remove SIM cards, memory cards and accessories not included in the quote;

  • sign out of accounts and remove Find My, Google activation protection, passcodes and management profiles;

  • erase personal data where possible;

  • ensure any device finance has been fully settled; and

  • package the device securely using the postage instructions provided.

We are not responsible for data left on a device except to the extent that liability cannot lawfully be excluded. Our handling of personal information is explained in our Privacy Policy.

14. Disputing a grade or revised offer

If the customer believes the assessment is incorrect, they should contact support@sellphonefast.co.uk before accepting the revised offer and provide the order number and the reason for the dispute.

We will review the available inspection notes, photographs and diagnostic results. We may repeat a test or arrange a second internal review where appropriate. The customer remains free to reject the revised offer and request the device's free return.

Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under UK law.

15. Contact

Questions about grading or a revised offer should be sent to:

Email: support@sellphonefast.co.uk
Business: Gorilla Fones Ltd, trading as Sell Phone Fast
Registered office: Docklands Business Centre, Suite 12/3D, 10–16 Tiller Road, Docklands, London, E14 8PX, United Kingdom