Trade In Price: Why Honesty Matters

Trade in prices

At The Big Phone Store, we’re all about making trade-ins simple, fair, and hassle-free. But let’s talk about something that might rub you the wrong way: getting a trade-in price you’re not happy with.

If that’s happened to you, there’s a good chance it boils down to a misunderstanding about your phone’s condition. Grading your device can feel subjective—it’s your phone, and maybe you think it’s in “good” shape, even if it’s taken a few tumbles. That’s why we have clear grading criteria:

The Big Phone Store Grading Criteria

  • Unopened, original packaging; factory condition.
  • No marks, stickers, or refurbishments.
  • Not under contract or financial agreement.
  • Fully working, no faults, battery health ≥ 85%.
  • No cosmetic damage (scratches, cracks, chips, etc.).
  • No screen issues (e.g., discolouration, burn, dead pixels).
  • Fully working, battery health ≥ 85%.
  • Acceptable wear and tear, no display cracks.
  • No screen issues (e.g., discolouration, burn-in).
  • May have faults or damage (e.g., bad battery, cracked screen).
  • Must still function if only the display is damaged.
  • Final price subject to evaluation of faults. Payment may take 5–7 days.

This system helps us offer fair prices consistently, but we know opinions on “good” or “poor” can differ. What you see as a charming bit of wear and tear might fall into our “poor” category. It’s not personal—it’s about making sure we’re fair to everyone, including you.

Check our FULL terms and conditions for more information.

The "Phone Blindness" Phenomenon

Ever heard of “phone blindness”? It’s real, and we’ve all had it. You’re so used to looking at your phone every day that you stop noticing the little chips, scratches, or bumps that have accumulated over time. They blend into the background because, to you, it’s just your phone.

But when your device lands on our grading desk, it gets a fresh pair of eyes—ones that aren’t emotionally attached to it. We look at every scratch and scuff with a fair and consistent grading lens. That’s why it’s worth giving your phone a proper inspection before submitting it. Tilt it under a light, run your fingers over the edges, and take a moment to view it how someone else might.

Phone blindness, trade in price decreased

Why Being Honest About Condition Pays Off

Before you send your phone, take a minute to compare it against our grading guide. If you’re on the fence about its condition, go for the lower grade. It’s better to set realistic expectations than to feel disappointed later.

If your phone doesn’t match the condition you selected, we’ll revise the offer based on our assessment. If you’re not happy with the new price, no problem—we’ll send your phone back to you at no extra cost. No strings attached.

Our Goal: Your Satisfaction

We’re not here to trick you into getting less for your phone. We want you to get the price you expect, which is why it’s so important to review the grading criteria carefully—and to overcome a bit of “phone blindness” while you’re at it. Honest assessments lead to happy customers, simple as that.

If you’re still unsure about your phone’s condition or have questions, reach out to us before sending it in. We’re happy to help you figure it out.

The big phone store logo

At the end of the day, we’re all about making trade-ins as painless as possible. And if things don’t go as planned? We’ll do our best to make it right.