We are here to help
Browse through the most frequently asked questions.
Buying a product through mResell
Q: What is included in the box?
All of our products are delivered with an original Apple charger. Desktop computers are usually delivered with a keyboard and a mouse or trackpad, unless anything else is specified. If any other accessories are included this will be listed in the product description of each individual product.
Q: Will there be any scratches on the screen?
This will depend on the grading of the device. Devices that are listed as Unopened and Very Good Condition will not have any defect to the screen. Scratches and defects to both the body and screen of the product will be detailedly described in the product descriptions of each individual item.
Q: What does the different grades mean?
Please take a look at our grading system here.
Q: What is VAT Margin Scheme?
All prices in our webshop have VAT included (where applicable). However, some of our refurbished products are sold with no deductible VAT (VAT margin scheme). You can see which product have no deductible VAT under each product in our webshop, the products that have a deductible VAT component to the price will say “incl. 20% VAT” whereas the products that has no deductible VAT will say “0% VAT”. If you are purchasing devices as a business and looking to get VAT deducted from the price, please ensure that the devices you are purchasing has deductible VAT before placing the order to avoid misunderstandings. You can read more about the VAT Margin Scheme here: https://www.gov.uk/vat-margin-schemes/overview.
Q: How long is the warranty valid?
All products have a minimum of 12 months warranty. There is an option to buy an extended warranty at checkout, where you will be able to select up to an additional 6 months on top of your existing warranty. Please note that you will not be able to buy extended warranty after the purchase has been completed.
Q: If I drop my device and it is damaged, will this be covered by the warranty?
No, defects caused by external damage and accidents are not covered by the warranty. You can read more about what our warranty covers here.
Q: I have lost my receipt, how can I see when my warranty will expire?
If you provide us with details of who made the purchase and the serial number of the product, we will be able to re-send you a copy of your invoice and tell you how long your warranty is valid.
Q: My product will not turn on, can I get a repair covered by the warranty?
Before raising a warranty claim, please conduct a full software restore of the product without restoring your back-up to see if this solves the problem. If a software reset does not solve the problem, the problem may be caused by a hardware issue, which is covered by the warranty. To raise a warranty claim please click here. To read about what our warranty covers, please click here.
Q: I bought a product 6 months ago, can I buy extended warranty now?
Unfortunately it is not possible to buy extended warranty after the purchase has been made. This needs to be done at the time of purchase.
Q: How do I return a product?
Our returns policy, entitles you to return an item within 14 days for a full refund. The product must be returned in the same condition as you received it. For more information please see our General terms and conditions. If you do wish to return a product you must first contact our customer service and then send it back via courier within the two-week period to the following address:
mResell Service AB
Gästrikegatan 22, 113 62 Stockholm
Q: Is there anything I should know before I complete my purchase?
If you haven’t done so already, please take a look at our terms and conditions here.
Q: What payment options do you offer?
We offer payment by card (Mastercard / Visa / AmEx) or Klarna instalments.
Q: My credit card is not accepted, what is the problem?
Klarna accepts Visa, Visa Debit, Visa Electron, MasterCard- Maestro and America Express. If you have any problems with any of these cards, please try another browser or contact your bank to check your daily limit.
Q: I ordered a product from your website yesterday at 2 pm. When will I receive it?
If an order is placed before 11 am on a weekday the item will be dispatched from our workshop the same day. Orders placed after 11 am will be dispatched the following working day. We use DHL's fully tracked service, so unless there are any delays with DHL you will receive your device within 1-3 business days after it has been dispatched.
Q: My package was damaged upon arrival. What do I do?
Customer is obliged to inspect the delivery in presence of the courier or within receiving the product from Service Point. If the package or its content arrives damaged or opened, please reject the package and ask the courier to take it back to sender. The courier signs a protocol which states the package has been delivered damaged. Please email us and inform us that the package is being returned due to damage upon arrival. Please remember to include your Purchase ID along with detailed photographs of the packaging and the damage.
Q: It has been 5 days since I placed my order but I have not yet received the product. Can you please let me know where it is and when I will receive it?
If you are unable to track your package using the tracking number provided in your order confirmation email, please contact us and we will raise a claim with DHL for you.
Q: How much does the shipping cost?
The import tax is included in the price so there is no shipping price.
Q: If I buy a product now can I collect it in person today?
Unfortunately we do not offer personal collection. You will have to receive your item via post.
Q: I was not at home when my package was attempted delivered, what happens now?
DHL will leave you an attempted delivery note with the current location of your parcel and how to get it. They may have taken it back to their hub, delivered it to your local post office, or left it with a neighbour. If your device has been returned to us, we will inform you, however we will not be able to cover the cost of a second delivery.
Q: Is it safe to buy second hand?
Apple products are widely known for their quality and reliability and the products we source are always in good condition, unless otherwise is specified.
Q: I had a look on your website and saw that I can get the same product for cheaper on eBay. Why is this?
However, as we are a business we are unable to compete with the prices you can get at an online marketplace such as eBay or from a friend, as our prices also covers shipping, warranty as well as other business expenses.
Q: I have a problem with a product that I bought from mResell. Is there anything I can do to diagnose and solve the problem myself?
Apple has an online support page with information on how you can diagnose your device. Simply type the issue you are experiencing into Google, and usually an article from Apple’s support page will appear.
Q: The screen on my iPhone broke. Can I send it to you for a repair?
Yes, however the cost will not be covered by our warranty. We will send it to our service partner and provide you with a quote after the initial examination. Please note that if you decide to have a repair conducted by an unauthorised service provider, your mResell warranty will be void.
Q: Do you repair products out of warranty or items that are not bought at mResell?
We only provide repair for products bought from mResell and with valid warranty. However, if you would like our service providers to have a look at your device after the warranty has expired, you are welcome to contact mResell Service AB directly, and ask them for an inspection and repair quote.
Q: What does mResell do with my personal information?
Q: What programs are included when I buy a product from mResell?
We only provide the original Apple software that is included on new Macs. The product will be pre-installed with a clean operating system, Safari and Mail. In addition Apple provides a range of free software that can be downloaded via the App Store such as: Pages, Numbers, Keynote, GarageBand and iMovie. Software from companies like Microsoft can be bought online and installed after you have received your device.
Selling a product through mResell
Q: Why should I sell to mResell when I can get a better price selling my product on eBay?
The answer to this is simple; it depends on what you value. Let us show you what we value and you can make your own decision:
Time – save time by letting others do the job for you.
Shipping – sending your product to mResell is easy. After you have accepted our price offer we will send you a prepaid waybill via e-mail. The e-mail will also contain packaging guidelines to ensure that the product reaches us unharmed. All you have to do is to print a copy of the waybill and attach it to the parcel before handing it in at the nearest DHL depot or you can schedule a pickup with a courier.
Price – let’s face it, if you do not use a middleman you have a better chance of getting more money for your product. However, we do our best to constantly offer a good market value to keep both our sellers and buyers happy.
Data erasure – we make sure that all previous information is safely erased from the devices before they are resold to the next user.
Payment – after we have received the product and completed the service check you will receive your payment via bank transfer or PayPal, usually within 2-3 working days.
Decision – this is where you come to a decision, is using our service worth it? We are not here to force you to sell you device, we are simply here to help. If our offer does not meet your expectations, then we thank you for taking the time to get to know us, and you are welcome back if you change your mind.
Q: How do I know you won’t steal my product?
It can be scary to trust. But don’t worry, we got you covered. mResell is a company registered in Sweden. We are registered and authorised to trade in used products. mResell is part of an international group with operations in ten countries around the world. We have many years of experience in the industry and constantly strive to improve. Still not convinced? Feel free to check out our customer testimonies in TrustedShops to see what others have to say about their experience with us!
Q: If I regret selling my device, can I get it back?
When you sell a product to us you remain the legal owner of said product until payment has been made. This means that you are fully protected in the event of financial hardship on our part. The product still belongs to you, even though it’s temporarily in the care of our service partners. In other words, potential creditors have no claim on your product. This is one of the strong points ensuring your safety throughout the selling process, developed by us in cooperation with our law firm Andulf.
Q: How do I know that you are making a fair technical evaluation of my device?
We are glad you asked. The evaluation and service checks will be conducted by the Apple professionals at mResell Service. The results of the technical evaluation are carefully documented and faults are photographed, so you can be sure that the technical evaluation of your product is fair and professional.
Q: How do I know in what condition my product is according to your scale?
Our initial price offer is based on the assumption that your product and any accompanying accessories are in a good condition both functionally and cosmetically. If a device arrives with major flaws and defects this will force us to reduce the price offer. We urge you to inspect the product carefully and provide us with correct answers to our question about the device’s condition. If your device has any major defects we would recommend that you provide us with an accurate description of this before shipping your product. Here you can read more about our grading system. If you have any questions about how to determine the condition of your product – please contact us!
Q: I don’t have the original charger, but I’ve bought a new one. Can I send you this?
If your new charger is an Apple original and the correct model for your device, you can indeed send us this. Please note that all accessories must be authentic Apple. Third party chargers/accessories and non-UK plugs will not be accepted. Please remember that your charger may have several parts, below you can see what parts needs to be included:
* 45W / 60W / 63W / 85W / 87W charging adapter
* A power extension cable. Not with new Touchbar models, no extension cable but USB cable
* An AC wall adaptor plug (duckhead)
* A Lightning to USB Cable * A 5W/12W USB Power Adapter
* Lightning to 3.5mm audio jack adapter
* A 1m Magnetic Charger Cable
* A 5W USB Power Adapter
Q: My mac is slow and I think my battery might be dead, is there any way I can check the health of my battery before I select a condition?
If you have a Mac you can start by using Apple’s own built in diagnostics to find out if there is any hardware issues, please follow the steps here: https://support.apple.com/en-us/HT204054#builtin. If you don’t find any issues with Apple Diagnostics the next step will be to take it to an authorised service for a check or send it in to our workshop for a full service check. Please note that if our technicians find any major functional defects we may have to amend the price quote you receive via our website or decline the purchase.
Q: Why do I get £0 value for my device?
There may be a few reasons why mResell will not be able to buy a device. If a device has a functional defect or major cosmetic defect, then the model may be too expensive or uneconomical to repair and resell. However, in order for us to find the exact reason for your valuation, please provide us with your product type and model, serial number and what answers you provided to our additional questions, and we will get back to you.
Q: I have always had my iPhone in a protective case, but when I took it off, the case left marks on the phone. Will this affect the value?
If the marks are ‘uncleanable’ this will affect the price, as you will have to select the condition ‘Minor cosmetic defect’. Please make sure to clean and remove any stickers before sending in your product. If you are unsure what donation to select based on the marks, please feel free to send us an email with photos and we will better be able to provide an accurate quote.
Q: I sent my product to you yesterday. When will I receive my money?
Once the product has arrived at our workshop it goes in the queue for the service checks. It can take up to 3-5 business days for the checks to be completed, this will depend on our technicians' work load and the place of your device in the queue. Once the service checks have been completed and your device has passed all the tests your payment will be made within another 2-3 business days. If our technicians find any faults or missing accessories that we were not previously informed of you will be contacted directly, and the process may take a little longer.
Q: How will I receive my money?
When creating a selling order you will be asked to provide either your bank details or PayPal account. Once the service checks have been successfully completed, your money will be transferred to this account.
Q: What happens if my package get damaged or lost during transportation?
mResell has insured the shipment in your behalf, however you are responsible for properly packing the product. Remember therefore we encourage you to use suitable packaging material for transport. The original Apple packaging may not always be sufficient and we advice you to carefully wrap it in bubble wrap and place it inside an additional box.
Q: I don’t have any packaging material, can you provide it?
We are unfortunately unable to provide packaging materials. You will have to acquire this yourself.
Q: I want to use my own shipping company. Is that OK?
If you do not wish to use our prepaid shipping label you are more than welcome to use another courier. Please note that mResell will not be able to cover or reimburse this shipping cost.
Q: I made an order 1 month ago and haven’t had time to send my product. Can I still use the shipping label?
Our quote offer and shipping label is valid for 14 days. If these you have been unable to send us the product within this time-frame you will have to create a new selling order via our website.
Q: Do I need to erase my data before I send my product?
No, this is not necessary. When your product arrives at our workshop, our technicians will start by wiping the hard drive(s) clean and ensure that all data is safely erased. We always use the standard wipe option. If you are particularly concerned about the information on a product you are about to sell to us, we advice you to erase it yourself before sending the product to us.
Q: What will happen to my product when it arrives at the service centre?
Once your product arrives at mResell Service a technician will conduct a thorough service control. The technician will start by doing a visual inspection to make sure that the cosmetic state of the product and included accessories matches what you indicated when creating the selling order. Then the technician will inspect the inside of your device as well as clean it. The service checks are concluded by running Apple’s diagnostic programs to make sure that everything is fully functional. Once all tests are completed the technician will compile a report and send it to us at mResell so that we can decide if the product meets the standards of your selected condition. If everything matches and no faults were found, we will proceed with your payment. Please note that if there is a discrepancy between the actual and stated condition, we will get back to you with an adjusted price offer.
Q: How do I deactivate ”Find my iPhone/iPad/Mac”?
From any browser:
- Go to iCloud.com and sign in with your Apple ID and Password.
- Click on ‹Find iPhone›
- Select ‹All Devices›
- Locate the device in your devices (please note that it may be showing offline)
- Select the device
- Click ‹Delete›
- Click the X by the device at the top of the screen ‹All Devices›
- Refresh and Verify Device is no longer showing
Q: I don’t know if my product has any hardware issues. What can I do to make sure its health before I sell it to you?
Please note that it may be difficult to determine whether your device has any hardware issues or not without having an Apple professional take a look at it. However, you can start by using Apple’s own built-in diagnostics to troubleshoot, which may offer a solution upon completion. You can find more information about Mac here: https://support.apple.com/en-us/HT202731 and about iPhone/iPad here https://www.apple.com/support/iphone/assistant/phone/index.html.