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If you are in any doubt as to the process of getting hmv vouchers for old mobile phones, then see our list of Frequently Asked Questions (FAQs) below, which we hope covers just about everything.
What to do if your phone is damaged, or faulty; how do I send my old phone; what if it's not functioning; or, should I send the accessories? It's all there, in the hmv FAQs:
Can you offer a value for a mobile phone that is faulty or damaged?
Yes. We like to maximise the cash we give you for selling your mobile phone. We pay 40% of the working phone value for your non working phone.
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What should I include when sending my mobile phones to you?
We'll happily accept chargers and handset accessories, but you do not have to send them. We just need the handset with its battery when you decide to sell your mobile phone.
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Why have I not received my full voucher value?
If you have received less than you were originally quoted it may be that the phone does not match the criteria you entered on the website when you registered, and therefore you have received a revised value. You should be informed of any discrepancies in your final confirmation email. Occasionally, these automatic confirmations can become trapped in or rejected by peoples Spam /Junk Mail folders so if you are confused please don’t hesitate to contact us!
On receipt, all mobile phones are processed daily to enable prompt payment. At times there can be delays in the post and, occasionally, there may be a slight delay in processing times due to exceptionally high volumes, or the technical complexities of the phone. However, we pride ourselves in keeping these to an absolute minimum.
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What are the key benefits of hmv Mobile Phone Trade In:
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Up to £150 in vouchers! In a few easy steps your phone is traded in and the vouchers are effectively in your hands
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You can choose to support the CLIC Sargent charity - if your phone has a trade in value, you will be given the option of donating a percentage of its value to a Charity of your choice. This is purely your choice.
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You are helping the environment - with 25 million mobile phone upgrades every year, you are doing your part for the environment - extending the life of your mobile phone, preventing it ending up in a landfill.
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How do I send my mobile phone to hmv?
After you fill in the online form to sell your mobile phone, hmv will send you a pre-addressed padded envelope. All you need to do is put your mobile phone in the envelope and send it back to us!
We also provide you with a Certificate of Postage (these can also be found at all Post Office locations free of charge). Simply have this Certificate stamped at your local Post Office and your phone(s) will be covered up to a value of £32 in the case of loss. If the value of your phone(s) is over £32, we strongly advise that you obtain Special Delivery service from your Post Office. Special Delivery will insure your phones(s) in the event of loss up to £500. hmv cannot be held responsible for phones not received.
If you are trading in bulk quantities, we will be glad to arrange a free courier collection. Please email us at
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
or call us on 0845 155 2526 to make this arrangement.
Our mailing address for "Special Delivery" items is:
hmv Recycling
zonzoo
FREEPOST
LON17592
Mitcham
CR4 3UZ
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What is the definition of a functioning phone?
All phones will be classified as functioning unless they have specific faults. (See FAQ for the definition of Non-Functioning!). In general, your phone must turn on, have a clear working LCD screen, and have no water damage.
When you fill in the online form, you are asked if your mobile phone is functioning, or not. Non functioning mobile phones still have some value, but they are worth less than functioning phones. As a rule, a non-functioning phone is worth 40% of the value of the same working model - the price of each phone is highlighted on the site.
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What if my mobile phone is not functioning?
Non-Functioning means that the mobile phone will no longer switch on, the LCD screen is broken or cracked, or has suffered any water damage. hmv can not accept any phone that has suffered water damage (water damage does not always occur from the phone being immersed in water and can occur if, for example, the phone is in a bathroom whilst taking a shower).
When you fill in the online form, you are asked if your mobile phone is functioning, or not. Not functioning mobile phones have some value, but they are worth less than functioning phones. As a rule of thumb, a non-functioning phone is worth 40% of the value of the same working model - the price of each phone is highlighted on the site.
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What if my phone battery is flat and I've lost my charger? Will my phone still be accepted for full functioning value?
Yes! Don't worry, we have ALL makes and models of batteries and can test your phone when it arrives. However, please ensure that your phone matches the criteria found in the Terms & Conditions so that you are not disappointed. Also, please remember to send in your old battery with the mobile.
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How do I recognise the manufacturer and/or model of my mobile phone?
The name of the manufacturer is normally written on the cover of your mobile phone. If not, open your mobile phone and remove the battery. The name of the manufacturer and the mobile phone model are written on the sticker under the battery.
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What if the mobile that I sent in is not the same make/model that I specified when I registered online?
If you send in a mobile phone that is different to the one you specified when you registered online, you will receive a Confirmation email outlining the discrepancy. The Confirmation email will provide you with three options:
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The email will offer a revised value that, if you take no action within five days, is deemed to be acceptable by you and hmv will process the phone and pay you the revised value in vouchers.
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If the revised price is not suitable and you would like us to return the phone, you will be advised to contact us within five days and we can set aside your mobile for you to be returned at your cost.
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If you have reason to believe an error has occurred, the email will ask you to contact us within five days so we can double check this for you!
Please note that if you have any doubts about your phone make/model or functionality, please do look at all the FAQs as they might be helpful!
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What happens if I send an extra mobile to hmv without first registering the additional mobile online?
If in the event that you send an additional mobile phone in without registering that additional phone online, we will call you (if you provide a phone number), or email you, and ask you to register that phone online and provide us with your second reference number. We cannot automatically add these phones to our system (this is so that you the customer are always in control of the transaction and aware of the amount of money you will be receiving!).
You can always add a second phone to your first order, but please remember to provide ALL of the reference numbers when you send in your phones.
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Why is my mobile phone not on the list?
Our list comprises over 800 mobile phone models. If your mobile phone is not on our list, it may be that it is a very new model that we still need to add to the list, or a very old model that can no longer be reused.
If you know that your phone model is very new, please send us an email at
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stating your make and model and we will do our best to put that phone on the list immediately.
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Why does my mobile phone not have a value?
We list over 800 models, with varying prices. Our pricing team monitor market prices on a daily basis to ensure our prices remain very competitive. With some new prepay handsets being sold for very little money the prices we can pay you for second hand ones can sometimes be limited. However, by simply sending your old phone to the FREEPOST address shown below, we will recycle it for you and make a donation of £2.50 to CLIC Sargent
Please place your old phone in a strong envelope and send to:
hmv Recycling
FREEPOST
LON17592
Mitcham
CR4 3UZ
IMPORTANT – do not use this Freepost address for phones you are trading in, it is only for recycling phones which do not have a value.
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How do I know if my trade on hmv has been successful?
You will receive two notifications
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A confirmation email after the submission of the online form. Please keep this in a safe place, especially your unique reference number should you need to contact us.
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A confirmation of receipt as soon as your mobile phone has been processed.
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How long does it take for the mobile phone to reach hmv once I've posted it?
The Return Service (which is free to you) takes between one and five days to arrive at the hmv address. We aim to process all hmv phones on the same day that they are received. You will be sent a Confirmation email the moment the mobiles are logged into the system. Sometimes these emails can get trapped in your Junk Mail / SPAM folder, so please have a quick peek there before contacting us.
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When will I receive my hmv vouchers?
As soon as your phone has been received and checked we will send your
hmv vouchers in the post, this is normally within 48 hours of receipt of
your phone.
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Is there a limit to the number of phones I can sell?
Good news. You can send us as many phones as you want, whenever you want. We'd like it if you did. It means more money for you and greater benefit for the environment.
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Do you accept stolen phones?
No, definitely not. All received phones are immediately checked out using CheckMEND, a crime protection database which tells us if phones are barred, or stolen.
We pride ourselves on our transparent system and our integrity.
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Is it safe to put my data on the internet?
We have a very strong internal IT department who use cutting edge programming and security software. Your data will be very safe with us and the website is fully secured.
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What happens with the data on my phone?
We strongly advise that you remove your SIM card and delete all data, numbers and names on your phone prior to sending it via the post. This way you have added security and peace of mind. However, we do data-delete all phones with industry approved software.
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