We're here to help, no questions left unanswered!
To allow us to deal with your query as soon as possible, please have the following ready before calling or emailing us:
- Your order number if you have it
- The email address used to place your order
Frequently Asked Questions
GENERAL QUERIES
MTR are a company that aim to save on the amount of electronic waste we keep indoors or end up throwing into landfill. By recycling your old unwanted devices we can save polluting our planet and instead give older devices a new lease of life with a new owner, or if a device is beyond repair or use then it can be recycled responsibly in a way that won't damage our environment. The parts can then be reused for other purposes.
Devices are categorised as in working order if you can switch them on and off, are fully functional, where the screen doesn’t have screen burn, cracks, chips or severe scratches, and they haven’t been damaged by water. Normal wear & tear is acceptable. Please note that all devices are thoroughly inspected upon receipt and you will be notified if damage is found on any of the devices.
SECURITY QUERIES
We understand there may be sensitive or personal data on your device that you have been unable to remove. We run a full, secure data wipe service to remove all data from devices in accordance with the Data Protection Act*, so you can sell to us with peace of mind that all your personal data will be securely removed
If we receive a device with a SIM or Memory card enclosed it will be destroyed.
* Devices which are beyond economical repair or cannot be physically data wiped will be recycled
At MTR we understand the importance of protecting all customer data. This is why we have partnered up with ‘BlackBelt Smartphone Defence’ as our preferred partner. BlackBelt supports all major operating systems providing secure data erasure solutions that are ADISA accredited and meet UK Government standards. Upon successful data erasure a unique data wipe certificate is provided for each device for added peace of mind
ORDER STATUS QUERIES
Every order made with us is assigned an order number and you have the option of creating an account with us. Even if you chose not to make an account each pack we send out contains a free returns label with a tracking number that you can check the status of your shipment at any time after you post to us.
ACCOUNT/GENERAL QUERIES
Don’t worry we all forget our passwords every now and then. So just simply go to log in but click on ‘forgotten password’ to be emailed your password reset options
POSTAGE QUERIES
No we don’t require you to send the phone with its original box or accessories as we only pay you for the device, however if you wish to send them as well to get rid of them we will accept them.
TECHNICAL QUERIES
No you do not need to have cookies enabled to use our website. We try to make things as user friendly for our customers as possible.
PAYMENT QUERIES
Every order placed with us is valid for 14 days from the day you order, so provided that we receive your device within this time your quote is guaranteed. If it is shipped after the 14 day period we will offer you the current price for that model when we receive it.
Every order placed with us is valid for 14 days from the day you order, so provided that we receive your device within this time your quote is guaranteed. If it is shipped after the 14 day period we will offer you the current price for that model when we receive it.
We will offer you a competitive price for your devices based on them being unlocked and fully working. Once your order has been received by us and processed you will be sent an email confirming their final value. If you receive a value different than quoted you have 48 hours to arrange to have the devices returned FOC. Please follow the instructions in the email.