How to determine the condition of your device

This educational guide will assist you with accurately assessing the condition of your trade-in device.

The trade-in value is determined based upon the manufacturer, model, and condition of the device as stated by you. If, upon inspection, the condition of your trade-in device differs materially from that which you described, you may be offered an adjusted trade-in value and charged a Device Condition Charge, in accordance with the Trade-In Terms and Conditions of Use.

Trade-in Diagnostics

This assessment should be done without cases or screen protectors.
For best results, put your device under a white light to identify defects that may be difficult to detect with the naked eye.

How to assess the condition of your smartphone, tablet or smartwatch:

1. Does the device power on, charge and function as expected?


If you answer « YES », make sure that all the criteria are validated, otherwise answer « NO ».

YES

NO
  • The device powers on, is able to charge fully, and can stay on for more than 30 seconds without being plugged in
  • There is no swelling of the battery
  • The device does not have any major functional issues
  •  If applicable, the device can connect to a wireless network and make a call
  •  If applicable, the device can connect to Wi-Fi and/or Bluetooth

Answer "NO" if at least one of these criteria is not validated

2. Is the device free of significant physical damage* or modifications?


If you answer « YES », make sure that all the criteria are validated, otherwise answer « NO ».

If only one panel of the device has signs of damage (including deep scratches*), you may answer “YES”. 
If both panels are damaged you must answer “NO”.

YES

NO
  • The display and back glass are either free from significant physical damage OR only one of these panels has signs of damage that is not significant physical damage (You may select “YES” if only one panel is damaged)
  •  Device does not have visible exterior damage such as bent housing, damaged buttons or ports (ex. headphone and/or charging port are damaged), or missing components
  • Device has not been rooted, jailbroken, or repaired with aftermarket parts

Answer "NO" if at least one of these criteria is not validated

* Significant physical damage means both the display AND back glass are cracked or lifting from the device housing, or the device has visible exterior damage such as bent housing, damaged buttons or ports. You may select 'YES' if only the display OR back glass is damaged.

3. Is the device free of liquid damage?


If you answer « YES », make sure that all the criteria are validated, otherwise answer « NO ».

YES

NO
  • Liquid or moisture is not visible through the display
  • The ports/cameras/SIM/SD slots are not damaged, corroded or have red liquid contact indicators

Answer "NO" if at least one of these criteria is not validated

4. Is the display fully functional and the front and back glass free of damage or defects, including cracks, chips, deep scratches, touch screen issues, discolouration and/or LCD burn-in?


If you answer « YES », make sure that all the criteria are validated, otherwise answer « NO ».

* For the purpose of this Question No. 4, any damage or defect would not be considered “significant physical damage” as defined in Question No 2 above.

YES

NO
  • The display or back glass (including camera lens) is not cracked
  • The display does not show any signs of burn-in, discolouration, shadowing, dead pixels, bleeding or streaks
  • The device does not have multiple scratches or deep scratches*
  • There is no engraving present on the device
  • The display and/or back glass are not lifting from the device housing
  • The housing and frame do not have any signs of chips or dents
  • The display does not have functional issues, such as touch screen failure (unresponsive, lagging, etc.)

Answer "NO" if at least one of these criteria is not validated

 

You may still be eligible for a trade-in credit if you select “NO” for this question

You may answer “YES” if the device is in pristine condition or has only minor surface scratches. If the display or back glass has deep scratches* or is damaged you must answer ‘NO’.

*Deep scratches can be felt or seen below the surface of the device.

If the display has functional defects, including touch screen issues, LCD burn-in or other defects as listed below, you must answer “NO”

How do I know if the display of my device has burn-in?

• Download a blank page or take a picture of a blank wall
• Zoom the image so that it is displayed on the entire screen
• Set the brightness to maximum

If you see any shapes, images or transparent icons, or the white background is not perfectly uniform, your display has burn-in, and this question should be answered as “NO”.



(Note that burn-in results from a residual image on the screen due to the screen being operated for a long time on an application or a fixed image)

5. If applicable, has the activation lock on the device been disabled (Selecting NO and/or failure to disable the lock will result in a trade-in value of $0)?


If you answer « YES », make sure that all the criteria are validated, otherwise answer « NO ».

YES

NO
  • Find My Mobile, Find My Device, or other similar activation locks have been removed from the device

If activation lock has not been disabled, or if you have selected “NO”, the trade-in value of your device will be $0.

Answer "NO" if at least one of these criteria is not validated