COVID-19

When will I get my account credit for my trade in if my device is received after Tuesday 24 March?

Devices will be assessed after Level-4 restrictions are removed by Government and our team are advised to start work. We will provide an update once more information is available from Government.

Can I still trade in my old device during Level-4 restrictions?

Yes. You can complete trade in online BUT please DO NOT send your device till after Level-4 restrictions are removed by Government.

Courier services are working so can I still send in my device?

Whilst courier services are working, our team won’t be working. Our advice is to hold onto your mobile device till further notice.

Will I still be eligible for the Boost payment of $200?

The promotion ends 11:59pm Wednesday 15th April 2020.

We must receive your phone within 7 working days once the Level-4 restrictions are removed by the Government.

Trade-in Boost Promotion FAQ’s

When does the TRADE-IN BOOST promotion start?

For devices purchased from 2Degrees, Samsung Studios or Samsung eStore TRADE-IN BOOST promotion starts at 8.00am on Thursday 13th February 2020.

For devices purchased from other participating retailers the TRADE-IN BOOST promotion starts at 8.00am on Friday 6th March 2020.

When does the Trade-in boost promotion end?

TRADE-IN BOOST promotion ends on 11:59pm Wednesday 15th April 2020.

What is TRADE-IN BOOST?

TRADE-IN BOOST means that when you purchase a Galaxy S20, S20+ S20 Ultra, Galaxy S10, S10+, Galaxy Note10, 10+ or Galaxy Fold and you trade-in an eligible device, you will get an additional $200 on top of the set payment.

How do I qualify for Trade-in boost?

Purchase a Galaxy S20, S20+ S20 Ultra, Galaxy S10, S10+, Galaxy Note10, 10+ or Galaxy Fold from participating stores between 8.00am on Thursday 13th February and 11:59pm Wednesday 15th April, then go to https://www.xchangemobile.com/NZ/Samsung/ to see if your trade-in device qualifies. Your old device needs to be an eligible model and deemed to be “good working order” to qualify and meet certain other criteria. If it does, then you are eligible for Trade-in boost.

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

What if I have traded in my device in store during the BOOST promotion period, can I trade in another device on the website and receive the Boost?

No. You are entitled to one trade-in boost per device purchased. If you have traded-in in-store through 2degrees or Samsung channels at the time of purchasing your device you cannot trade-in again via https://www.xchangemobile.com/NZ/Samsung/.

How does Boost Promotion work?

When you’re trading in a qualifying device, you could get a trade in Boost value. For example: The Standard trade in value of your old device is $500, The Boost value if you purchased Samsung Galaxy S20 is $200 TOTAL Trade in value is $700 To find the trade-in value, visit https://www.xchangemobile.com/NZ/Samsung/.

How many devices can get the TRADE-IN BOOST?

One qualifying trade-in device per Galaxy S20, S20+ S20 Ultra, Galaxy S10, S10+, Galaxy Note10, 10+ or Galaxy Fold device purchased will get a TRADE-IN BOOST. You can only trade-in one device per purchase.

What if I have traded in my device in store during the BOOST promotion period, can I trade in another device on the website and receive the Boost?

No. You are entitled to one trade-in boost per Galaxy S20, S20+ S20 Ultra, Galaxy S10, S10+, Galaxy Note10, 10+ or Galaxy Fold purchased. If you have traded-in instore through 2degrees or Samsung channels at the time of purchasing your Note10 or Note10+ you cannot trade-in again via https://www.xchangemobile.com/NZ/Samsung/.

How do I find out if my device is “good working order”?

When you complete a search for your device, you will see trade in values for good working order or not in good working order with their corresponding criteria.

What if my device is deemed to not be in good working order, do I still qualify for the TRADE-IN BOOST?

Devices that are not in good working order do not qualify for Trade-in boost promotion. You will have the option to reject our offer and we would return your device.

If I have previously completed a trade in with Samsung Trade In can I trade in again?

Only if you have purchased a new Samsung Galaxy Galaxy S20, S20+ S20 Ultra, Galaxy S10, S10+, Galaxy Note10, 10+ or Galaxy Fold in relation to current trade in promotion. Please note, the same IMEI number cannot be used twice.

Can I use my Galaxy S20, S20+ S20 Ultra, Galaxy S10, S10+, Galaxy Note10, 10+ or Galaxy Fold IMEI used in an earlier trade in promotion to participate in the Trade-in boost?

No. Trade-ins completed outside of the current boost promotional period are not eligible to qualify for the additional boost payment. An IMEI can only be used once. You will see an error message pop up “Entered New Device IMEI has already been used for a trade in. Please check the IMEI you have entered or enter a new IMEI.”

Which devices qualify for Trade-in boost?

  • Apple: iPhone 11 Pro 256GB, iPhone 11 Pro Max 128GB, iPhone 11 Pro Max 64GB, iPhone 11 Pro 128GB, iPhone 11 Pro 64GB, iPhone XS MAX 512GB, iPhone 11 256GB, iPhone XS MAX 256GB, iPhone 11 128GB, iPhone XS 256GB, iPhone XS MAX 64GB, iPhone 11 64GB, iPhone XS 128GB, iPhone XR 256GB, iPhone XS 64GB,iPhone XR 128GB iPhone X 256GB, iPhone XR 64GB, iPhone X 256GB, iPhone X 64GB, iPhone 8 Plus 256GB, iPhone 8 256GB, iPhone 8 Plus 64GB, iPhone 8 64GB, iPhone 7 Plus 256GB, iPhone 7 256GB, iPhone 7 128GB, iPhone 7 Plus 32GB, iPhone 7 32GB, iPhone 6S Plus 128GB, iPhone 6S Plus 64GB, iPhone 6S 128GB, iPhone 6S Plus 16GB, iPhone 6 128GB, iPhone 6 Plus 128GB, iPhone 6S 64GB, iPhone 6S 32GB, iPhone 6 Plus 64GB, iPhone 6 64GB, iPhone 6S 16GB,iPhone 6 32GB, iPhone 6 16GB, iPhone 6 Plus 16GB
  • Samsung: Galaxy S8 Plus, Galaxy S8, Galaxy S7 Edge, Galaxy S6 Edge Plus G928i, Galaxy Note 5 N920, Galaxy S6 Edge 128GB, Galaxy S6 Edge 64GB, GalaxyS6 128GB, Galaxy S6 64GB, Galaxy S6 Edge 32GB, Galaxy Note 4 N910, Galaxy S6 32GB, Galaxy S6 SM-G9200, Galaxy Note 4, Galaxy S5 G9001, Galaxy S5G900F 4G, Galaxy S5 G900H 3G, Galaxy S5 G900, Galaxy S5 G910F, Galaxy S5 SCL23, iPhone 7 Plus 128GB, Galaxy Note 8 N950F 64GB, Galaxy S7, Galaxy S9+G965 64GB, Galaxy S9 G960 64GB

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 S20 or S10 or Note10 or Fold to trade in a device?

Yes. You must have purchased a Samsung Galaxy S20, S20+, S20 Ultra or Galaxy S10, S10+ or Galaxy Note10, Note10+ or Galaxy Fold 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?

  • 2 Degrees
  • Samsung Online Store
  • Samsung Kiosks

When does the promotion start?

The promotion starts 12 February 2020.

When does the promotion end?

The promotion ends 15 April 2020.

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 24 April 2020 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
C/-Brightpoint NZ
25 Falcon Road
Wiri
Auckland
REF# DW20193108
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 need to check with your current network provider.

You may have to pay your current network provider an early termination fee.

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

Yes. You can purchase a Samsung Galaxy S20, S20+, S20 Ultra or Galaxy S10, S10+ or Galaxy Note10, Note10+ or Galaxy Fold 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:

  • Go to “Settings” and select “iCloud”.
  • Turn off “Find my iPhone”
  • Enter your Apple ID password
  • 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/.