iPhone Trade-In Monthly Discount Offer (September 2019)

iPhone Trade In for reoccurring discount - terms and conditions

Here are the terms and conditions for trading in your Trade In Device for a monthly reoccurring discount on your New Plan (the “offer” or “Trade In offer”).  The services are operated by Brightstar 20:20 UK Limited on our behalf. Your Trade In Device will need to meet minimum standards, to find out about more about the minimum standards please see below.

When taking this offer you will be contracting with us (our company information is at the end of these terms).

We recommend that you read these terms carefully before using the site and submitting your sales order. They are designed to ensure that you get the correct monthly reoccurring discount. On the trade in page you will need to tick the box indicating that you accept them. If you don't want to accept, you will not be able to receive the Trade In discount.

How does the offer work?

You can trade in any one of the following devices online, in-store or by calling our agents (“Trade In Devices” or “old device”):

Please note: devices with an * next to them are not available for trade in online

a) iPhone 7*
b) iPhone 7 Plus*
c) iPhone 8
d) iPhone 8 Plus
e) iPhone X
f) iPhone XR
g) iPhone XS; or
h) iPhone XS Max

To receive the offer, you must purchase a pay monthly plan on one of the following devices, at the time of trade in (“New Plan”):

Eligible devices for purchase:

a) iPhone 11
b) iPhone 11 Pro
c) iPhone 11 Max
d) iPhone X
e) iPhone XR
f) iPhone XS; or
g) iPhone XS Max

You can also trade in your Apple Watch series 3 or 4 (any variant, GPS and/or Cellular) if you purchase a new Apple Watch series 5 to receive a monthly reoccurring discount.

Once you have traded in your Trade-In Device (please note your Trade In Device will we subject to an assessment by Brightstar 20:20 UK Ltd who will confirm whether the minimum standard has been met), and chosen your New Plan, you will receive a monthly reoccurring discount. The amount of your monthly discount will be indicated to you at the time of purchase.

What condition is your old device in?

We can only accept your old device for our Trade In offer if it’s in good condition. That means:

  1. Your device is able to power on to the home screen
  2. The screen, back of the phone and any other casing is free from any physical damage (for example, cracks or chips)
  3. Its touchscreen function is fully working (for example, it responds correctly to directional swipes and selecting keyboard letters and apps)

Important: if you have activated Find My iPhone on your device, this must be switched off before sending your device to us. Head to www.vodafone.uk/switch-off to find out how. Also don’t forget to back up your iPhone.

Unfortunately, if your device doesn’t meet all of the criteria above, we’ll have to return it to you and remove the discount from your plan.

How to send us your old device

Once your order for your new device has completed and is on its way to you, we will send you a return pack containing a padded envelope.

You have 14 days to simply place your old device in the packaging and take it to your local Post Office. We’ve paid the postage so there's no charge – however we recommend requesting proof of postage for your records. We also recommend you take a picture of the old device you are returning to be sure of its condition when you send it to us.

Once we accept your Trade In, we won’t be able to offer our Network Satisfaction Guarantee or Service Guarantee. So do make sure you’re happy with your new device and your service with us before popping your old device in the post.

Once we receive your old device, our technicians will give it a good check over, then be in touch to confirm your discount.

You have 14 days to change your mind and return your new iPhone. In this instance, we are unable to return your Trade In device but we will be able to offer you a like for like device.

Consumers (individuals using the site for personal and non–commercial reasons)

In these terms, "consumer" means an individual who is not a business, not holding themselves out as a business nor selling devices in the course of a business. By placing an order, you agree that:

  1. You are resident in Great Britain or Northern Ireland; and
  2. You are accessing the site from that country; and
  3. You are at least 18 years old.

If you are a consumer, these terms will not affect any rights you may have under any law and which we can't exclude.

Your obligations

Devices must arrive at our warehouse within 14 days of your new iPhone being dispatched. Failure of which will result in your discount being removed and your Trade In device returned.

Looking after SIM cards and data stored on the device

It's your responsibility to remove the SIM card from the device, back up and remove any content or data from the device before sending it to us. SIM cards and your device can contain private information, and may enable unauthorised use of mobile network services.

If you fail to remove your SIM card or remove any data or content from your device, you agree we're not responsible for any claims, losses or damages relating to the use of the SIM card or any data or content arising before, or after we receive the device(s) you've sent us.

Please don't forget, we don't return any SIM cards we receive.

We're not responsible for protecting any information on the device and it's not possible for you to obtain any content from the device, whether stored on the device or memory card, once it has been sent to us. We strongly recommend you back up such contents before sending any device(s) to us.

Full Working Order: What is meant by Full Working Order?

The device must satisfy four criteria:

  1. It switches on to home screen. This means it should power up and should be free from PIN locks. It should make and receive a call. All functionality must work (for example, Bluetooth, camera, wireless). All control buttons (on/off, volume, navigation) and all the buttons on the keypad must work. All connection sockets should work, all microphones and speakers should work, and the (IMEI) label should be intact. The device must be free from water damage (and signs of water damage as signified by the manufacturer's water damage indicators).
  2. Screen and back of the phone/casing intact. This means that neither the screen nor the back of the phone should be smashed, both should be free from any cracks or major scratches.
  3. Touchscreens should be functional. This means that the touchscreen should respond correctly to screen swipes/keyboard presses, etc.
  4. Find my iPhone disabled / unlocked. The device must not be locked via an iCloud account. Any devices received which are locked to an iCloud account will be classed as zero value and you won't receive any payment.

If you are in any doubt, you are advised to contact us first before sending in your device.

Brightstar 20:20 UK Limited working to our guidelines will decide if a device is in full working order. If your device is assessed as not being in full working order, the options open to you are set out below.

Wrong Make and Model

Should you send either a prototype, or a different model than that quoted on your order, the device will be returned to you and the discount will be removed from the account.

"Lost, Blocked or Stolen devices" and "Fake devices"

"Lost, Blocked or Stolen devices" are devices that have been reported as either lost, blocked or stolen in any of the stolen asset registers maintained by CheckMEND which is operated by Recipero Limited at www.checkmend.com/uk

Devices which are "Lost, Blocked or Stolen" will be dealt with in accordance with Home Office guidelines; devices will be held pending a claim from the Police, an insurance company or the registered owner and no discount will be applied to your account.

"Fake devices" are counterfeit devices which are manufactured to resemble products made by another company in breach of copyright and intellectual property rights. We will remove discounts for customers who send fake devices.

We will inform the relevant authorities if there is any suspicion that there is a deliberate attempt to commit fraud. We may reclaim any money paid to you if it is discovered within three (3) months of the return of a device that the device has either been reported "lost, blocked or stolen" by the (seller of the device), or the device is discovered to be a fake device.


Once you have traded in your Trade-In Device (please note your Trade In Device will we subject to an assessment by Brightstar 20:20 UK Ltd who will confirm whether the minimum standard has been met), and chosen your New Plan, you will receive a monthly reoccurring discount. The amount of your monthly discount will be indicated to you at the time of purchase.

Postal Damage and Loss

We are not responsible for any loss or damage incurred to your device(s) from the time they leave you until they are received at the warehouse.

For each package you send us it is your responsibility to:

  1. Ensure it is adequately insured for loss or damage during delivery, and
  2. Ensure that it is adequately physically protected.
  3. You may want to look at our posting tips for recommendations on returning your device.

Your personal information

The security and protection of your personal information is important to us. We (and our agents Brightstar 20:20 UK Limited, and Ingram Micro Inc.) collect and use your personal information to complete the purchase process and contact you as part of the services we provide. Please read (our Privacy Policy for more information about why and how we store and use your personal information).

We sometimes use other companies to provide the logistics services, and we will need to pass some personal information to these companies however (we will still be responsible) for your information. None of your personal details will be shared with any other organisation without your express permission.

We, Brightstar 20:20 UK Limited and Ingram Micro Inc. are registered under the Data Protection Act as processors of personal information.

Events Outside of Our Control

Unfortunately, sometimes things happen which we can't control. We will not be liable or responsible to you for any failure or delay in providing the services or meeting any of our obligations under these terms caused by events outside of our reasonable control or due to our compliance with any applicable laws or regulations.

When does the contract start?

Nothing on this site constitutes an offer by us to sell or purchase any goods or services from you. Where you send us device(s), this shall constitute an offer by you to sell the device(s) to us. No contract will be formed until a) we accept your device providing it meets the terms set out herein; and b) we apply the discount to your monthly bill.

Information on this site and other general matters

The site and in particular, prices are updated from time to time. You should check the site and read these terms to ensure you have the latest information.

This site and services are supplied to you on an "as is" basis and we make no warranties, express or implied, regarding their satisfactory quality, fitness for a particular purpose, suitability, reliability, timeliness, accuracy, completeness, security or that they are free from error. We try to ensure that the information within the site is accurate, but your access to the site and services and any action you carry out on the basis of information you obtain from the site is carried out entirely at your own risk and we accept no liability for any losses that you may suffer as a result.

The inclusion of links on this site to third party sites not controlled by us does not imply any endorsement by us of such sites. We accept no responsibility for such third party content, services and sites.

We will not be liable for any loss of use, profits or data or any indirect, special or consequential damages or losses, whether such losses or damages arise in contract, negligence or tort, or otherwise in relation to:

  1. Your use of, reliance upon or inability to use the site or content;
  2. Any circumstance that is outside of our reasonable control; and
  3. Any loss or damage that is not directly caused by us or which we could not reasonably expect at the time we entered into our agreement with you. Nothing in these terms is intended to exclude or limit our liability for death or personal injury, fraud or any other liability which we may not by law exclude or limit.

These terms will be governed by and interpreted in accordance with English law and you and we both consent to the non–exclusive jurisdiction of the English courts.

Site Disclaimer

While we endeavour to ensure that the information on this Site is correct, we do not warrant the accuracy and completeness of the material on this Site. We may make changes to the material on this Site, or to the products and prices described in it, at any time without notice. The material on this Site may be out of date, and we make no commitment to update such material. The material on this Site is provided "as is" without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with the Site on the basis that we exclude all representations, warranties, conditions, and other terms, which, but for these terms might have effect in relation to the Site.

We, any other party (whether or not involved in creating, producing, maintaining or delivering this Site), and any group companies and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with this Site in any way or in connection with the use, inability to use or the results of use of this Site, any Sites linked to this Site or the material on such Sites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Site or your downloading of any material from this Site or any Sites linked to this Site, which exceeds the devices' valuation as provided by or agreed by us.

Nothing in these terms and conditions shall exclude or limit our liability for (i) death or personal injury caused by negligence (as such term is defined by the Unfair Contract Terms Act 1977); (ii) fraud; (iii) misrepresentation as to a fundamental matter; or (iv) any liability which cannot be excluded or limited under applicable law. If your use of material on this Site results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof.

Contact us

If you have any questions concerning this site or the services, we provide please contact us.

Vodafone Limited, registered in England number 1471587 at Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN.

Version September 2019