Trade In FAQ’s

Trade In your old phone

This support article will give you key information on how to trade in your old phone to receive payment into your bank account.

The payment amount you receive will depend on the model and whether or not the phone is in good working order.

How to trade-in your old phone.

1. Check that your phone is eligible for trade in using our eligibility checker and how much you could get. The trade in quote you receive is honored for duration of the promotion period and finalized once your phone has been assessed.

2. Back up any important data.

3. Based on the condition of the phone, we’ll let you know how much payment you’ll be eligible to get.

What do I need to do before sending my phone?

Here are some things to do before bringing your phone in store:

  • Back up your contacts and any important files you don’t want to lose, including photos, videos, notes, calendar dates and messages.
  • Remove your SIM and any memory cards inserted into the phone. To ensure your personal information remains secure, any SIM or memory cards found in returned devices are destroyed.
  • If you have an iPhone, it’s important that you switch off Find My iPhone.
  • If your phone is received with an active iCloud, the trade in will not be completed and phone returned to you.
  • If you have an Android phone, make sure you’ve disabled any security lock settings on your phone. These settings can remotely lock your phone to protect your personal information if you lose it. Its important you delete Google Account from your device.
  • If your phone is received with an active Google Account, the trade in will not be completed and phone returned to you.

How do I know if my phone is in good working order?

  • The phone must meet the conditions to be in good working order link to details on this
  • The phone needs to turn on and off and charge.
  • The screen must be undamaged without any fading, cracks, scratches, bleeding, pixel damage, shadows.
  • No cosmetic damage to the exterior.
  • Where applicable, the battery and back cover must be included. The phone must not be network blocked, reported as stolen or counterfeit.
  • On iPhones, the iCloud account can’t be locked.
  • On Android, the Google account should be removed.
  • Our team will assess your device once it’s received at our processing facility and confirm that the grade / condition is the same as the self-assessment completed online.
  • You will the receive an email confirming final grade and confirmation of payment value.
  • If you agree with the final value, a payment is processed into your nominated bank account.
  • If you decline the final value, your phone is returned to you.

How do I get my trade in payment?

Your trade in payment will be made into your nominated bank account within ten (10) to fifteen (15) working days of the phone being validated by Ingram Micro.

Do I need to have purchased a Samsung Galaxy S10e, S10 or S10+ to trade in a device?

Yes. You must have purchased a Samsung Galaxy S10e, S10 or S10+ from a participating retailer or online store. You will need to enter an IMEI number for your new device which gets validated on the Trade In website.

Who is a participating retailer or online store?

  • Spark
  • Vodafone
  • 2 Degrees
  • Samsung Online Store
  • Samsung Kiosks
  • Harvey Norman
  • Noel Leeming
  • JB Hi Fi
  • Warehouse Stationery
  • The Warehouse
  • PB Technologies

When does the promotion start?

The promotion starts 29th April 2019.

When does the promotion end?

The promotion ends 31st May 2019.

When do I have to send in my phone by?

If you have completed the online trade in transaction, you should send in your phone ASAP.

We must receive your phone within 7 working days of completing online trade in transaction.

We must receive your phone by 7th June 2019 at the latest.

How many phones can I trade in?

You can trade in only one (1) phone per qualifying device purchased.

Where do I send my handset?

Once you have an order confirmation please send your handset along with the print out of your order to:

Samsung Trade-In
Unit 6/30 Fleet Street
Eden Terrace
Auckland 1021
Order# SNZxxxxxxxxx (your order number)

Make sure you use a track and trace delivery service.

How quickly does the phone get assessed and value confirmed?

Within seven (7) working days of phone being received at Ingram Micro facility

When is the payment made into my bank account?

Your trade in payment will be made into your nominated bank account within ten (10) to fifteen (15) working days of the phone being validated by Ingram Micro

Please ensure you have entered the correct bank account information to avoid delays.

Can I trade in a phone from overseas or another network?

Yes. You can trade in your phone from any network as long as it’s an eligible model and not network locked. How do I know if its network locked?

You may have to pay your current network provider an early termination fee. How do I know if this is the case or not?

Can I get my new phone now and trade in my old phone later?

Yes. You can purchase a Samsung Galaxy S10e, S10, S10+ and trade your old device when you’re ready. We suggest you trade in as soon as possible as prices can change frequently.

Can I trade in before I get my new phone?

No, you need to purchase a qualifying device first to participate.

If you need to keep any personal information from your old device, we suggest keeping your old phone until you are able to transfer the data onto your new one.

What happens to the data on my old phone if I don’t delete it?

Your phone’s data will be cleared with highest industry and privacy standards.

You should back-up or transfer your personal data onto your new device prior to trading as once your old phone goes through the data wipe process, the data is unrecoverable.

Also, if you are trading in an iPhone iOS 7, Find My iPhone must be disabled before trade in. To do this:

  • 1. Go to “Settings” and select “iCloud”.
  • 2. Turn off “Find my iPhone”
  • 3. Enter your Apple ID password
  • 4. Select “Turn off”.

If you’re trading in a smartphone from another manufacturer, please make sure you’ve disabled any kind of security lock settings on your phone.

What happens to my old phone?

Your old phone will be resold or recycled using environmentally friendly methods.

Who are Ingram Micro?

Ingram Micro is Samsung’s exclusive Trade in partner. Ingram Micro operate independently of Samsung and is the entity that values and purchases handsets traded in Samsung’s online trade in portal.

Who can I contact if I have a question about the phone I have traded in?

You can email Samsungtrade-in@ingrammicro.com. Response to emails will be made within 24hrs of query during business hours (Mon-Fri. 9am to 5pm).

Help And Support

Where do I send my handset?

Once you have an order confirmation please send your handset along with the print out of your order to:

Samsung Trade-In
Unit 6/30 Fleet Street
Eden Terrace
Auckland 1021
Order# SNZxxxxxxxxx (your order number)

Make sure you use a track and trace delivery service.

Has my handset been received by you?

Please allow up to 7 working days for your handset to be assessed. You will receive a Confirmation email once your handset has been assessed by us.

When am I getting paid?

Once you receive confirmation your handset has been assessed please allow 10-15 days for your payment to appear in your designated bank account.

Can I get my phone assessed before I trade in?

We do not have a walk-in centre whereby you can get your handset assessed upfront. The store where you purchase your device should also not be assessing your handset for you as they are not qualified to do so.

Its been ages and no one has got in touch is my handset lost?

Check with your courier agent or run a track a trace using the track and trace number used for sending your phone to us.

If your phone has been delivered to us, please email Samsungtrade-in@ingrammicro.com with your order number.

My new device IMEI number is not being recognised by the trade in website?

Email your new device IMEI number and proof of purchase to Samsungtrade-in@ingrammicro.com.

Can I trade my phone in, what is it worth?

Please check the website to find out https://www.xchangemobile.com/NZ/Samsung/.