Step 1: Get an estimate on WhatsApp before shipping
Don't post anything until you've spoken to us. Send your model, storage and an honest description of the condition on WhatsApp: screen and back glass damage, battery health if you know it, any faults, and whether the phone is still signed in to iCloud or a Google account. Clear photos of any damage help. Based on this, you get an estimated quote before you package anything. The estimate is only as accurate as the description, so mention the small things too, such as a replaced screen, a weak battery or a button that sticks. It's far better for everyone to raise these now than at inspection.
Step 2: Confirm the details and terms first
Before you book a courier, confirm the device details with our team so both sides agree on exactly what is being sent. This is also the moment to settle the practical questions. Ask what the return procedure is if you decline the final offer, and whether any shipping or return costs apply. Confirm the address to send the parcel to. If the device is high-value, confirm the current transit-related terms on WhatsApp before sending. Having these answers on WhatsApp before the parcel leaves your hands avoids surprises later, and it means you know what happens in every outcome, whether you accept the offer or not.
Step 3: Prepare the phone itself
Back up everything you want to keep, then remove the locks. On an iPhone, turn off Find My and sign out of iCloud. On Android, remove your Google account and any brand account, such as a Samsung account. Then factory reset the phone, take out your SIM card and any microSD card, and remove or transfer any eSIM. This step matters even more for a courier sale, because a device that arrives still under Activation Lock or Factory Reset Protection can't be purchased, and sorting that out from a distance is slow for everyone. If you're unsure about any part of it, ask us on WhatsApp before you reset.
Step 4: Photograph the phone before sealing the box
Take a few clear photos, or a short video, before the phone goes into its packaging. Capture the front, the back and all four sides, any existing cracks or dents, and the screen switched on so it's clear the phone powers up. Note down the IMEI or serial number as well: dialling *#06# shows the IMEI on most phones, and it also appears in the phone's settings. Then photograph what is going into the parcel, and the sealed parcel with its label attached. Together these give you a record of the condition the phone left in, which is useful if a question about transit damage ever comes up.
Step 5: Pack it so nothing moves
Switch the phone off first. Wrap it in a few layers of bubble wrap and place it in a sturdy box rather than a soft envelope, then fill the empty space with more padding so it can't shift when the box is shaken. If you're including the original box, put it inside the outer carton instead of shipping it on its own, and only include accessories you've mentioned on WhatsApp. Tape all the seams, and avoid writing the brand or model on the outside. Add a note inside with your name and WhatsApp number so the parcel is easy to match to your enquiry. Some couriers have rules for items with built-in batteries, so check with yours before you drop it off.
Step 6: Use a tracked courier and keep the tracking number
Send the parcel with a reputable courier that provides tracking, and keep the tracking number and receipt until the whole transaction is complete. Share the tracking number with us on WhatsApp once you've dropped the parcel off, so both sides can follow its progress. Your proof of shipment is also what you would rely on if anything went wrong in transit, so don't throw the receipt away just because the parcel shows as delivered. If your courier offers extra cover for valuable items, read what it includes before deciding, especially if you're sending a recent flagship phone or a MacBook.
What happens when it arrives
Once your parcel arrives, the device is inspected the same way as in-store: screen and touch, body and frame, biometrics, cameras, audio, buttons, connectivity, charging, battery, and lock and account status, along with a check for replaced parts. Ownership is verified the same way as for a walk-in sale. You then receive the final offer, with an explanation of what affected it. If the actual condition differs from what you described, the final offer may differ from the estimate. You can accept or decline, with no obligation either way. Payment follows your acceptance, using the payment methods currently available from ReDevice.
If you decline, and when a walk-in is easier
If you decide not to accept, the return follows the procedure and any costs you confirmed on WhatsApp before shipping, which is exactly why Step 2 matters. Courier buyback is built for people who are far from both stores. If you can reach Sungai Petani or Ampang without much trouble, walking in lets you watch the inspection and decide in person, with no parcel to pack. For everyone else, from the East Coast to Johor, Sabah and Sarawak, following the steps above gets you the same inspection, the same explanation of the offer and the same freedom to accept or decline.