Frequently Asked Questions (FAQ)

How is RefurbStore Different from Other Comparison Sites?

Unlike traditional comparison sites, we provide an interactive grading process that allows customers to assess their phone’s cosmetic condition online. This reduces discrepancies between quoted and final prices and improves customer satisfaction.

How Does RefurbStore Score Recyclers on Their Rating?

We do not rely on third-party review sites, as they can be easily manipulated. Instead, we use real customer feedback based on:

• The percentage of customers who received the quoted price.
• The speed at which payments were processed.

This ensures a fair and transparent rating system.

How are Buyback Fees Calculated?

Buyback fees are calculated based on the set percentage of the tier plan you have selected for each trade-in lead. The fee applies to orders placed, whether the device has been received or not. This ensures fair pricing and transparency in the buyback process.

Does RefurbStore Guarantee a Minimum Order Received?

Yes, we guarantee that at least 60% of all placed orders will be received. We use advanced AI-driven smart technology to follow up with customers and remind them to send their devices. This includes automated reminders via SMS, email, and WhatsApp to increase engagement and completion rates.

What is a Promoted Listing?

A promoted listing is a way to boost your visibility on our platform. You can promote a listing for £X per day, and it operates on a bidding system. The highest bidder for the day secures the top sponsored position on the sell page, maximising exposure to potential sellers.

What Devices Can I Buyback Through the Platform?

Currently, our platform supports the buyback of mobile phones. However, we are actively expanding our offering to include tablets and a wide range of consumer electronics, providing more opportunities for recyclers and refurbishers.

How Long is the Term for Being Listed on the Site?

Your listing will remain active on the platform for 12 months. This ensures that you have continuous access to potential trade-in leads without frequent renewal concerns.

Can I Downgrade a Plan?

Yes, you can downgrade your plan with a 30-day notice period. This provides flexibility to adjust your subscription based on your business needs.

How Do I Pay RefurbStore?

Payments are collected via direct debit, which is processed every two weeks. This automated system ensures seamless transactions and uninterrupted service on the platform.

Are There Any Other Hidden Fees?

No, we maintain complete transparency. You only pay your subscription fee and the buyback lead fee percentage. Promoted listings are optional and charged separately if you choose to use them.

Who Pays for the Postage?

You are responsible for covering the cost of postage. You have two options:

• Use your own Royal Mail tracked labels by uploading them to the platform.
• Use our integrated courier service for seamless logistics.

How Do Courier Claims Work?

If you provide the shipping label, you will be responsible for handling any claims as per your usual process.

If you use our courier integration, we manage the claims process for you. However, it is essential to review our Terms and Conditions to understand the claim eligibility and process fully.

Who Pays the Customer?

You are responsible for paying the customer directly. To streamline this process, we provide a CSV export feature, allowing you to upload payment details into your preferred payment provider and process payments upon receipt of the devices.

I Am Not VAT Registered, Can I Still Register?

Yes, you can register on our platform even if you are not VAT registered. However, please note that all invoices will still include VAT, as required by law.

Do I Need a Ltd Company to Register?

Yes, registration on our platform requires you to have a Ltd company. This ensures compliance with trade regulations and maintains a professional marketplace for buybacks and refurbishers.