In the event that a device is damaged due to the Partner’s fault, for example during the assessment of its condition, any complaint submitted by the customer shall be deemed justified. In such a case, the Partner is obliged to respond to the complaint within 14 calendar days from the date of its receipt. Failure to respond within this period shall result in the complaint being automatically recognized as justified.

The Partner’s response should include a clear position regarding the complaint, including an indication of the corrective actions undertaken, such as: covering the costs of repairing the damage incurred; replacing the device with equipment of equivalent technical parameters; refunding the value of the device if it is not possible to restore it to its original condition.

The Partner is required to take action in a prompt, reliable, and transparent manner so that the customer’s interests are properly protected and the complaint process is handled efficiently. All activities within the Trade-In Program must be carried out in accordance with the provisions of the Platform’s Terms & Conditions and the applicable laws.

A locked device is one that prevents the buyer from fully and properly using it. This applies in particular when the device has an active account lock (e.g., Apple ID/iCloud or Google FRP – Factory Reset Protection), a SIM-lock or carrier lock, or when the IMEI number has been reported as stolen or lost and appears in the relevant databases.

Every customer wishing to sell their device under the Trade-In program receives clear information and instructions in advance to ensure that the device has been signed out of all accounts and that any locks have been removed before handing it over. However, it may still happen that, despite these guidelines, the Partner receives a device that still has an active lock.

If the Partner receives a device with an active lock, they should first confirm the issue by checking the IMEI number and account lock status. The buyback process must then be stopped, and the customer informed that the device does not meet the program’s requirements. In such a case, the Partner may return the device to the customer or, only with the customer’s consent, safely dispose of it. If any funds or deposits were collected in advance, they must be immediately refunded to the customer.