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FAQs

How does the programme work?

Trade Up for Samsung Programme, provided by Brightstar Asia. Ltd. (“Brightstar”), gives customers the opportunity to receive monetary value for trading in their eligible devices when they purchase a new Samsung mobile. Customers can purchase the new Samsung mobile via any channel to qualify for the Trade Up for Samsung programme. Customers may participate in this programme via the Trade Up for Samsung app which can be downloaded from Google Play Store or Apple App Store.

To participate in this programme via the Trade Up for Samsung app, customers must complete a simple device diagnostic assessment (via Trade Up for Samsung app) to determine the value of their eligible trade-in device. Brightstar will then arrange to collect the trade-in device at the customer’s convenience from their address on file to make a final physical assessment of the device and determine the final trade-in value. Customers will receive payment for their trade-in device via bank transfer to their Hong Kong bank account. The end to end process will generally take between 7-10 business days. The Trade Up for Samsung Programme offers customers the flexibility to purchase the new Samsung mobile from their preferred retail channel and the convenience of trading in their eligible devices from the comfort of home. More details of how this programme via the Trade Up for Samsung app works are covered in this FAQ.

Who can take part in the program?

Any persons who is at least 18 years of age and resides within Hong Kong.

Can I trade-in any smartphone or tablet?

You can only trade in eligible smartphones. You can check if your device is eligible via our Trade Up for Samsung app. Currently only the following models are eligible for trade in.

Samsung Apple Huawei LG HTC Sony
Galaxy S5 iPhone 5 Mate 9 G6 HTC 10 Xperia XZ Premium
Galaxy S6 iPhone 5C Mate 9 Pro G6+ U11 Xperia XZ1
Galaxy S6 Edge iPhone 5S Mate 10 V20 U11+ Xperia XZ1 Compact
Galaxy S6 Edge+ iPhone SE Mate 10 Pro V30+ U Ultra Xperia XZ2
Galaxy S7 iPhone 6 Mate 10 Pro Porsche Design G7+   Xperia XZ2 Compact
Galaxy S7 Edge iPhone 6 Plus P10     Xperia XZs
Galaxy S8 iPhone 6s P10 Plus      
Galaxy S8+ iPhone 6s Plus P10 Lite      
Galaxy Note 4 iPhone 7 P20      
Galaxy Note Edge iPhone 7 Plus P20 Pro      
Galaxy Note 5 iPhone 8 P20 Lite      
Galaxy Note 8 iPhone 8 Plus        
Galaxy A5 iPhone X        
Galaxy A5 2016          
Galaxy A5 2017          
Galaxy A7 2016          
Galaxy A7 2017          
Galaxy A8+          
Galaxy A9          
Galaxy C5          
Galaxy C7          
Galaxy C8          
Galaxy C9 Pro          

Samsung reserves the right to make changes to the list of eligible smartphone models at any time without prior notice.

Can I trade-in more than one device at a time?

Each transaction is limited to one eligible trade-in device.

Are there any new purchase requirements for trading in my device?

Yes, you will need to purchase a new Samsung mobile device (restricted to Galaxy Note9 / Galaxy S9 / Galaxy S9+ only) and retrieve the IMEI number of your new Samsung mobile device before you can proceed with the trade-in transaction. To retrieve the IMEI of your new Samsung mobile device, simply dial *#06# on your device.

Do I need to remove screen lock/pin lock from my device?

Yes, you need to remove all of your device’s security locks (Pattern/Pin/Password/Biometrics/Find my mobile/Gmail account/Samsung account/iCloud/Android or Google Smart Lock/Carrier activation locks) prior to handing over your trade-in device to Brightstar.

We recommend that you reset your device back to factory default settings so as to delete all personal data. Please ensure you back up your data before resetting your device to factory default settings.

Do I have to remove all accessories from my device (including but not limited to screen protector and back cover) for the diagnostic assessment via the Trade Up for Samsung app?

Yes, this is to ensure that you get the best value for your device through the diagnostic assessment.

Do I have to send my SIM card along with my device?

No, you must remove your SIM card before handing your device to Brightstar. If a SIM card is still in your device, it will be destroyed upon receipt to protect any personal data.

Please also remove any micro SD card on your device before handing your device to Brightstar. Similarly, Brightstar will destroy the micro SD card upon receipt if it is still in your device to protect any personal data.

Do I have to send in my device accessories? (headset, charger, cables, etc.)

No. All Brightstar needs from you is your device (inclusive of battery). You do not need to send in the in-box accessories or packaging.

I bought my current device outside Hong Kong. Can I trade this in?

Yes, you can.

Do I have to provide any proof of purchase for my trade-in device?

No, but Brightstar’s terms and conditions require you to acknowledge that you are the owner of your device and entitled to trade-in your device.

Do I have to provide any proof of purchase for my trade-in device?

No, but Brightstar’s terms and conditions require you to acknowledge that you are the owner of your device and entitled to trade-in your device.

Brightstar reserves the right to reject any trade-in device where they have doubts as to the origin of the device.

How can I check the status of my trade-in?

Brightstar will update you on the trade-in progress of your device via email.

Alternatively, you can contact Brightstar’s Customer Support Centre at 2980 8049 during the following hours:

Monday – Friday (except Public Holidays) 0930 to 1730

or email to HK.SamsungTradeUp@brightstar.com for assistance.

Can I cancel the trade-in of my device?

You can cancel the trade-in of your device at any time before the Brightstar courier collects your device. Once Brightstar’s courier has collected your device, Brightstar will not honour any request for cancellation of trade-in of your device and return of your device and/or any data or information contained in such device.

However, in the event the inspected value of your device is different than the original quoted value, you can choose to reject the revised quote based on the inspected value and the device will be returned to you.

What is the trade-in value of my device?

You can obtain an estimate of the trade-in value of your device through the Trade Up for Samsung app which can be downloaded on the Google Play Store or Apple App Store. The trade-in value estimate will be quoted upon completion of the diagnostic assessment via the Trade Up for Samsung app. The final trade-in value will be determined by Brightstar after physical assessment of your trade-in device.

How is the value determined for my device?

For trade-in of devices via the Trade Up for Samsung app, the estimated value is determined by the model type and device condition upon evaluation via the Trade Up for Samsung app and the final value is determined by trained technicians from Brightstar.

Will I receive the quoted value as shown in the Trade Up for Samsung app?

You will receive the quoted value as shown in the Trade Up for Samsung app provided that Brightstar’s inspection of your device is the same as that of the diagnostic assessment via the Trade Up for Samsung app.

However, if Brightstar’s inspection of your device is different from that of the diagnostic assessment via the Trade Up for Samsung app, Brightstar will revise the quote accordingly.

In such cases, you will receive an email from Brightstar with the revised quote along with reasons for the revised quote. You will have up to 14 calendar days from the date of Brightstar’s email with the revised quote to accept or reject the revised quote.

Upon your acceptance of the revised quote, you will receive the payment within approximately 3 business days.

If you do not indicate your acceptance or rejection of the revised quote after 14 calendar days elapses, it will be considered as acceptance of the revised quote and you will receive the payment of the revised value in the local bank account you have provided Brightstar within approximately 3 business days from the 14th calendar day.

In the event you reject the revised quote, Brightstar will deliver your device back to the address you have provided Brightstar within 3 business days of your rejection of the revised quote.

All costs relating to the return of trade-in device will be borne by Brightstar.

What happens if the inspected value is different from the original quoted one?

In such cases, you will receive an email from Brightstar with the revised quote along with details about why the value is different. You will have up to 14 calendar days to accept or reject the revised quote.

Upon your acceptance of the revised quote, you will receive the payment within approximately 3 business days.

If you do not indicate your acceptance or rejection of the revised quote after 14 calendar days elapses, it will be considered as acceptance of the revised quote and you will receive the payment of the revised value in the local bank account you have provided Brightstar within approximately 3 business days from the 14th calendar day.

In the event you reject the revised quote, Brightstar will deliver your device back to the address you have provided Brightstar within 3 business days of your rejection of the revised quote.

All costs relating to the return of trade-in device will be borne by Brightstar.

Is the inspected value the final quote for my device?

Yes. You will have up to 14 calendar days from the date of Brightstar’s email with the revised quote to accept or reject the revised quote.

My device is not working or cannot be powered up. Can I trade it in?

If your device is no longer working or cannot be powered up, you cannot trade it in.

My device has some defects. Can I trade it in?

If your trade-in eligible device has some defects, you will not be entitled to the full trade-in value of the device. Refer to the next question for the list of defects that will affect the residual value of your trade-in device.

What are the defects that will affect my trade-in value?

  • Device cannot be charged or powered on
  • Screen cracks and/or touch screen not working
  • Volume Up, Volume Down, Mute, Power, Home button and or any other device keys cracked or damaged
  • Poor Device Housing condition including without limitation cracks, fractures and bends
  • Screen discolouration
  • Swollen battery
  • For Galaxy Note Series devices only, damaged S Pen including without limitation broken S Pen, cracks or chips on S Pen, broken S Pen tip and broken S Pen button.

How do I receive my trade-in payment? How long will it take?

Once your trade-in device has been received and assessed by Brightstar to be consistent with the original description of your trade-in device via the Trade Up for Samsung app, you will receive payment from Brightstar of the amount stated on the e-mail quotation in the local bank account you have provided Brightstar within approximately 3 business days from the date Brightstar sends you an email to confirm receipt of your device and issuance of payment to you.

Upon receipt of your trade-in device, if Brightstar’s inspection of your trade-in device is different from that of the diagnostic assessment via the Trade Up for Samsung app, Brightstar will revise the quote and email you a revised quote based on the inspected value and reasons for the revised value. You will have up to 14 calendar days from the date of Brightstar’s email stating the revised quote to accept or reject the revised quote.

In the event you accept the revised quote, you will receive the payment from Brightstar via bank transfer to the local bank account you have provided Brightstar within approximately 3 business days.

If you do not indicate your acceptance or rejection of the revised quote after 14 calendar days elapses, it will be considered as acceptance of the revised quote and you will receive Brightstar’s payment of the revised value in the local bank account you have provided Brightstar within approximately 3 business days from the 14th calendar day.

In the event you reject the revised quote, Brightstar will deliver your device back to the address you have provided Brightstar within 3 business days of your rejection of the revised quote.

All costs relating to the return of trade-in device will be borne by Brightstar.

Who should I contact if I need any help on the transaction?

Please contact Brightstar’s Customer Support Centre at 2980 8049 on

Monday – Friday (except Public Holidays) 0930 to 1730

or email to HK.SamsungTradeUp@brightstar.com for assistance.

Can I request for alternate modes of payment?

No, payments are only made via Bank Transfer to a local bank account that you have provided to Brightstar.

What if I do not have any bank account number?

You will need to obtain a local bank account as Brightstar can only make payment to you via Bank Transfer to the local bank account that you have provided to them.

What if my bank account is not a local bank account?

You will not be able to take part in this programme via the Trade Up for Samsung app as Brightstar can only make payment to you via Bank Transfer to the local bank account that you have provided to them.

I received an email saying that my payment was made, but I haven’t received it. What do I do?

Please wait for up to 3 business days for the bank to process your payment. In the event that you do not receive payment after 3 business days from the date of Brightstar’s email stating that payment has been made to you, please contact Brightstar’s Customer Support Centre at 2980 8049 during the following hours:

Monday – Friday (except Public Holidays) 0930 to 1730

or email to HK.SamsungTradeUp@brightstar.com for assistance.

What do I do if I do not receive any update on my transaction?

Please contact Brightstar’s Customer Support Centre at 2980 8049 on

Monday – Friday (except Public Holidays) 0930 to 1730

or email to HK.SamsungTradeUp@brightstar.com for assistance.

How long will it take to send my device to Brightstar?

Upon Brightstar’s courier’s confirmation of collection of your device, Brightstar will typically receive the device within 3 business days.

How will you know it is my device?

When you ship the device to Brightstar, you need to ensure that you include the 'Customer Coupon' inside the packaging. This coupon contains unique information that enables us to recognise the device with the customer.

What happens if the quote expires before Brightstar receives my device?

If you have sent your device within 14 days of the date of Brightstar’s Quote Confirmation Email, please contact Brightstar by emailing to HK.SamsungTradeUp@Brightstar.com to inform them that your device has been handed over to them so that they can keep the quote valid.

What happens if I send in a device different from the one for which I received a quote?

As long as it is an eligible device, you will receive an e-mail with a revised quote for your device based on Brightstar’s inspection at their facility. You will have 14 calendar days to accept or reject their revised offer.

Is there a cost for sending my device to you? Is there a cost for sending it back to me?

No, Brightstar will pay for the collection of your device from your address to their facility.

If you request for your device to be sent back to you because of the revision of quotation due to the difference in Brightstar’s inspection and the diagnostic assessment via the Trade Up for Samsung app, Brightstar will pay for the delivery cost.

How do I send my device to Brightstar?

You will have a complimentary return kit shipped to you in Hong Kong for you to package and return your device for free.

Can you collect my device from outside of Hong Kong?

No, Brightstar can only collect trade-in devices from locations within Hong Kong .

How long is the inspection process?

The inspection process is typically completed within 3 business days of Brightstar’s receipt of your device.

How long will the process take from the time Brightstar receives my device to the time I receive the payment?

From the time Brightstar receives your device, they will complete inspection of your device within 3 business days and if they conclude that your device is in the condition as assessed by the Trade Up for Samsung app, they will make the payment via Bank Transfer to the local bank account that you have provided within 3 business days. If Brightstar’s inspection of your trade-in device is different from that of the diagnostic assessment via the Trade Up for Samsung app, Brightstar will revise the quote and email you a revised quote based on the inspected value and reasons for the revised value. You will have up to 14 calendar days from the date of Brightstar’s email stating the revised quote to accept or reject the revised quote.

Once you accept the revised quote, you will receive the payment via bank transfer to the local bank account you have provided within 3 business days.

Does Brightstar keep my information safe and secure?

Yes. Your personal information is kept safe and secure, and Brightstar will only collect, use and disclose your personal information in accordance with Brightstar’s Privacy Policy. Please click here for Brightstar’s Privacy Policy.

All devices will undergo a data wipe process to ensure that all data stored on the devices are deleted.

In the case of SIM cards and/or micro SD cards being left on the collected devices, Brightstar will destroy them upon receipt of devices so as to protect any personal data.

What do you do with my device?

Your device will be thoroughly inspected by Brightstar’s technician to assess its condition.

All devices collected by Brightstar will undergo a data wipe process upon receipt so as to ensure all data stored on the device is deleted.

If your device cannot be economically repaired, it will be recycled in an environmentally responsible way.

How do I turn off or remove “Find My iPhone”, “Find My iPad”, “iCloud”, “Gmail”, “Google account”, “Samsung account” or “Find My Mobile”?

Please refer to the following links for detailed instructions:

http://support.apple.com/kb/HT5661 or https://help.content.samsung.com/csweb/faq/searchFaq.do;jsessionid=yEOQHsf63pm+JIxuwnOl6Bge.wsite11

How do I find the IMEI number on my device?

The easiest and quickest way to get your 16 digit IMEI number is by dialling *#06# on your device.

Eg : 352003090674381/01 – please omit the / and 0