Frequently asked questions

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.

• 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) :
  • without charger for smartphones and tablets
  • with charger for connected watches
• Print out the transfer form and enclose it in your parcel.
• Print and stick the return label on your parcel
• Drop off your parcel at a Mondial Relay point
• 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:

• the diagnosis is correct, the amount will be offered to you in the form of a credit note to be used in an Orange shop on the same day.
• The diagnosis is not compliant, a new offer is made in the form of a credit to be used in an Orange shop the same day.

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 :

• Accept the new proposal: you will then receive the corresponding transfer within 3 to 5 working days.
• Refuse the proposal: you will then have to send us a transport voucher drawn up by you at your own expense to collect your product.

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.

• The seller must be at least 18 years old.
• The seller must be resident in Belgium.
• The seller must enter their ID details to validate the trade-in.
• The seller must certify on their honour that they are the owner of the product in order to validate the trade-in.

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 trade-in appliances that have already been reconditioned to give them a new lease of 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 collect your product at your own expense by sending us a transport voucher, which you can download from your collection customer area.

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:

• Smartphones & Connected watches: 0.25Kg
• Foldable smartphone: 0.30Kg / 0.40Kg
• Tablets: 0.8Kg / 1Kg

• Company : Mobiltron
• Name: Orange Belgique Reprise
• First name : CompaRecycle
• Address: Zone Artisanale La Blinière, 35370 Argentré-du-Plessis.
• Telephone number : your mobile phone number
• Arrival details (recipient: you) : the delivery address from which you wish to collect your product

You need to restore your device to factory settings. This will return your Android smartphone to the state it was in when it left the factory, deleting all data.

You can follow the attached tutorial: How do I reset my Android device?
or
Follow these instructions:
From your device ;

1. Go to the menu
Settings and choose System

2. Select
Reset options

3. Touch
Delete all data (restore factory settings)

4. Then tick
Delete internal storage and select Resetting the phone. Your device will ask you to enter your code

The reset process will now begin. All you have to do is wait. At the end of the operation, your smartphone will be as good as new from a software point of view!

You need to restore your iPhone to factory settings. This will return your iPhone to the state it was in when it left the factory, deleting all data.

You can follow the attached tutorial: How to Reset an iPhone
or
Follow these instructions:
From your iPhone ;

1. Go to
Settings > General > Reset.

2. Select
Delete content and settings.

3. Enter
your authorisation code.

4. Select
Delete iPhone.

To confirm this operation, you will be asked to enter the your Apple account password.

• Remove the device activation lock
  

  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.

  
  
• Remove the activation lock on the Web if a device is offline
  1. Go to www.iCloud.com/find.
  2. Log in with your Apple ID, e-mail address or telephone number and enter your password.
  3. Select the device you want to delete from your iCloud account.
  4. Click Remove from account.
  
  
• Making a request for assistance
  

  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:

• Being a tradein industrialist
• Encouraging local employment (repair and reconditioning)
• Resale of reconditioned products through short distribution channels

• By reselling or recycling your product, you give it a second life by enabling it to be reconditioned and resold in a short circuit, or by enabling it to be recycled or dismantled, which will encourage the reuse of parts or metals for new products or reconditioned products.
• You're increasing your purchasing power and helping the planet at the same time, because your gesture encourages local employment and the preservation of the resources needed to design a new appliance.

• If your product is functional, the first thing to do after deleting your account, disabling geolocation and removing all locks is to reset your old device to factory mode.
• Once received, your product will undergo a data erasure process using professional software. This will take a few minutes to eradicate each layer of data that has not been completely deleted during the reset. Security and confidentiality remain the watchwords of the recovery programme. (How to reset your device)