Find all the answers to your questions about taking back your equipment
After completing the diagnosis of your product, you click on the proposed offer, if it interests you.
Once your request has been validated, you will return your product free of charge. We diagnose your product within 3 working days after receipt.
If the diagnosis is consistent with the product description, the transfer will be made to your bank account within 3 to 5 working days.
1.Prepare your parcel carefully: the product must be protected in a bubble envelope or cardboard box (take a photo of your device and your parcel in case of a problem with the carrier) :
⚠️ Non-accepted products: damaged, non-functional, counterfeit, blacklisted devices, or devices with a swollen battery will be valued at €0, not returned, and may be destroyed.
Do not send any products that present one of these defects.
2. Print out the transfer form and enclose it in your parcel.
3. Print and stick the return label on your parcel
4. Drop off your parcel at a Mondial Relay point
5. Remember to keep the proof of deposit
Once you've completed the diagnosis of your product, click on the quotation if you're interested.
You go to an Orange shop of your choice with your quote.
The quote is valid for a maximum of 5 days. Beyond that date, the price will be recalculated.
Shop staff will check that your diagnosis is correct:
For smartphones and tablets, it is not necessary to return the chargers and accessories. For connected watches, it is necessary to return the chargers and accessories.
The product must be received by the processing centre within 15 days of the trade-in offer being validated.
We strongly recommend that you send it within 7 days of receiving the confirmation e-mail containing the transport order, even if the transport order is valid for a longer period.
The trade-in offer expires 15 days after the validation date. If you do not send your product within 15 days, your trade-in will be cancelled.
You can make a new trade-in request, but the trade-in price is likely to change every day.
The validated offer is then guaranteed for 15 days, provided that it is validated as conforming to the initial diagnosis when checked by the processing centre.
If the diagnosis does not conform to the one carried out online, you will be informed by e-mail of the reason for the non-conformity and a new trade-in offer may be proposed to you.
You can :
Warning: The following products will be valued at €0, not returned, and may be destroyed if necessary:
Do not send devices that present any of these defects.
No return will be possible.
You will be informed by email at every stage of the trade-in process. You can also consult your trade-in customer area.
You will receive a transfer to your bank account within 3 to 5 working days after your product has been checked if it conforms, or if you accept the counter-proposal if it does not.
We are able to detect whether or not your product has been reported stolen, registered, blocked or lost. In these cases, and after verification on our test platform, we will notify the relevant authorities, as this is a legal obligation.
Yes, we also take back devices that have already been refurbished in order to give them, once again, a second life.
You have received an email from us because the verification at the processing centre has established a discrepancy with what you initially declared.
You can have your product returned to you at your own expense by providing us with a shipping label from one of the following carriers: Colissimo International / Chronopost International / Mondial Relay / DHL / UPS. Please upload this label to your trade-in customer account.
Procedure to follow :
Step 1. Before creating the transport note, please identify the weight of the return parcel.
Here are some indications by product category:
Step 2. Create your shipping label on one of the following carrier websites: Colissimo International / Chronopost International / Mondial Relay / DHL / UPS, using the following sender information:
⚠️ Important:
If necessary, you can enter your own name as the sender. Rest assured, this does not affect the handling of your parcel: it will be processed and delivered as normal.
NB: Depending on the value of your product, you can take out insurance to protect you in the event of loss or damage by the carrier.
Step 3. Once validated, send the transport voucher via your resumed customer account, selecting the number of the transaction concerned.
Step 4. The processing centre will dispatch your parcel within 5 to 7 days.
Before selling your Android smartphone, make sure to back up your personal data. This simple step ensures you don’t lose anything and lets you sell your phone with peace of mind.
Android offers automatic backup through your Google account.
This backup includes:
When setting up a new Android phone, simply sign in with the same Google account to restore your data.
For photos and videos:
If you already have a new phone:
Most brands (Samsung, Xiaomi, Oppo…) also offer their own transfer tools.
Before selling your phone:
This protects your personal data and makes resale easier.
Changing smartphones is very common today.
The main question remains: how do you transfer all your data to a new smartphone without losing anything?
Contacts, photos, messages, apps and accounts:
your smartphone contains a large part of your digital life.
Good news: data transfer is now simple, whether you switch:
In this guide, you’ll discover all the ways to transfer your data, their advantages, and practical tips for a safe and successful transfer.
A poorly executed transfer can result in:
A successful transfer allows you to:
Most data can be transferred easily:
Banking and work-related apps often require an additional secure login.
When you turn on a new Android smartphone for the first time, a setup assistant automatically guides you through the transfer.
Available methods:
Transferred data:
Advantages
Limitations
Apple offers two very reliable solutions.
Transferred data:
Switching between operating systems requires specific tools.
From Android to iPhone
Use the “Move to iOS” app to transfer:
Apps usually need to be downloaded again.
Works on both Android and iPhone:
Available only for Apple devices:
Cloud advantages
Cloud limitations
Many Android brands offer their own transfer tools:
These apps transfer:
Before you start:
After the transfer:
After a successful transfer:
You can then safely:
Before selling your iPhone, make sure to back up your personal data (photos, contacts, messages, apps). This ensures you don’t lose anything and allows you to sell your iPhone safely.
Apple offers automatic backups via iCloud.
Open Settings
Tap your name (Apple ID) at the top
Go to iCloud > iCloud Backup
Enable backup if necessary
Tap Back Up Now
This backup includes:
When setting up a new iPhone, simply sign in with the same Apple ID to restore your data.
On Mac:
Connect your iPhone to your Mac
Open Finder
Select your iPhone
Click Back Up Now
On PC:
Connect your iPhone to your computer
Open iTunes
Click Back Up Now
Tip: Computer backups are useful if you run out of iCloud storage.
If you already have a new iPhone:
Turn it on and start the setup
Place your old iPhone nearby
Choose Transfer Directly from iPhone
Follow the on-screen instructions
Before selling your iPhone:
Make sure the backup is complete
Sign out of your Apple ID
Turn off Find My iPhone
Perform a factory reset
This protects your personal data and allows safe resale.
Follow the steps on the screen to enter the Apple ID and password used to configure your device or the access code for your device. If you can't remember your Apple ID, try logging in with an email address or telephone number that you use regularly for Apple services.
Find out how find your Apple ID or reset your Apple ID password.
If you need help removing the activation lock and you have proof of purchase, you can request assistance with the activation lock.
Before reselling your iPhone, iPad or iPod, you must deactivate the "Locate my iPhone" function
Before starting this procedure, make sure you have your iCloud login and password.
You can do this directly from your mobile or from the iCloud website.
Here's how to activate and deactivate geolocation on your iPhone
1. Select
Settings
2. Click on your Apple account
3. Go to
iCloud
4. Click on
"Locate my iPhone
5. Deactivate
"Locate my iPhone
6. Enter the
your login password Apple then Deactivate
The function "Locate my iPhone is now deactivated
Before reselling your Android product, you must deactivate the « Locate my mobile » by following these steps
To deactivate the "Locate my mobile" function on an Android device, follow these steps :
1. Open the "Settings" application on your Android device.
2. Scroll down and find the "Security" or "Security and Confidentiality" option. Click on it.
3. Look for the "Locate my device" or "Find my device" option and press it.
4. You may be asked to sign in to your Google Account. Sign in with the details of your Google Account associated with the device.
5. Once connected, deactivate the "Locate this device" or "Find my device" option.
You can use the contact form available on the site.
We will get back to you within 2 working days.
We take smartphones, tablets and connected watches.
When you hand in your mobile phone, it will first be sent to our processing centre to be checked.
It is tested to determine the repairs required.
The data is erased and reset using certified software, as required by regulations.
It will then be put back on the road after being refurbished.
Products that cannot be remarketed will be sent to the waste electrical and electronic equipment treatment facility.
All industrial buyers who meet our quality charter:
Follow my trade-ins
My quotes
My profile
Account settings
Banking information