Frequently Asked Questions

Whilst the trade-in process includes the trade-in of Apple Products, the Apple Trade In Program is provided by Likewize as an independent third party.

Customers must complete a simple online assessment (available here) to determine the value of the device before sending it to Likewize for a final assessment of the device before making the payment to the customer. The end to end process will generally take 5 days. More details of how the program are covered in this FAQ.

Any person who is at least 18 years of age and resides within Australia.

If your device is no longer working it is not eligible for trade in.

Only eligible iPhone, iPad, Watch, Mac and a selection of smartphones from other manufacturers will be accepted through this Apple Trade In Program. If you are not sure about which Apple model you have, you may check here:

https://support.apple.com/en-au/HT201296 for iPhone
https://support.apple.com/kb/HT5452 for iPad
https://support.apple.com/kb/HT201608 for Mac
https://support.apple.com/kb/HT204507 for Watch

For non-Apple devices, select your brand and model to find your device. Most smartphones from other manufacturers have the model inscribed on the back of the device.

Each transaction is limited to one device at a time. However, you can complete multiple transactions if you choose. Each transaction will have a unique Quote ID number.

No. You do not have to buy a new device to participate in this online program. You will be compensated for the trade in value via an Apple Gift Card which will be sent to you electronically.

Once your device has been received and assessed, you will usually receive an Apple Gift Card equal to the amount of the trade-in value via e-mail within approximately 48 working hours. If the final inspected value is different from the original quoted value, you will usually receive the inspected value via electronic Apple Gift Card within approximately 48 working hours of your acceptance of the offer, or once 14 days elapses.

The value is determined by the model type and device condition.

Not always. Upon receipt of your device, if we find that your self-assessment was different from that of our trained operators, we will adjust the price accordingly. You will receive a notification of this adjustment along with details about why the value is different.

You will receive a communication advising you of the inspected value and you will have 14 days to accept or reject our revised offer.

IMPORTANT: If we do not hear from you within 14 days of the notification email delivery date, we will automatically process your device and you will receive an Apple Gift Card for the revised value amount. In the event you reject the revised offer, we will ship your device back to you to the address on file within 48 business hours of being notified. You might need to pay for the return fees depending on the reason of return. Taking into account shipping times, you should receive your device within 3 working days.

Yes. If you are unhappy with the revised offer then we will return the device back.

Yes, all locks need to be removed from the device prior to shipping to Likewize. We recommend restoring the device back to factory settings which will also erase all personal data. Please ensure you back up your data before restoring the device to factory settings

No, you must remove your SIM card, as these are non-returnable. If a SIM card is still in your device, it will be destroyed immediately upon receipt to protect any personal data.

All we need from you is your device. You do not need to send in the accessories, charger, manual or packaging.

No, but our terms and conditions require you to acknowledge that you are the owner on record of the device and entitled to trade it.

We are required under Australian law to obtain proof of identify to every person attempting to sell goods to us. The proof of identity requirement is solely used for helping the police track down goods reported as lost or stolen.

We are required by law to obtain ID showing your full name, current address, photo, date of birth and your signature. Either one or more forms of ID is acceptable as long as received document(s), alone or in combination meet the legal requirements.

One of the document/forms/ID provided MUST BE issued by the government, or a statutory authority.

Australian Driver License should meet the requirements, please ensure you upload front and back of the license to ensure all information is captured.

If you have any questions, get in touch at AU.AppleTradeIn@likewize.com and we’ll do our best to help.

Likewize pays for the shipping from your Australian address to our Likewize facility. If you request the device to be returned to you because of value change resulting from difference in inspection condition, Likewize will pay for the shipment cost.

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

No, we are only able to collect trade in devices from within Australia.

The quoted value is valid for 24 days and we encourage you to send the device to us within this timeframe to get the maximum value possible. If you need assistance, you may also contact our Customer Support Centre at 1800 331 033 or email us at AU.AppleTradeIn@likewize.com.

If your device is received at the Likewize facility after your quote has expired, you will receive a revised quote for the device based on the current trade-in price and condition of your device.

As long as it is an eligible device, you will receive an e-mail offer for the trade in value at the time the device is received and processed in our facility. You will have 14 days to accept or decline the offer.

For any other products, you will not have the opportunity to have it shipped back to you nor will you be paid for any trade in value.

You can log into your self-service portal to track the status of your order and we will also keep you up to date the progress of your order by email. Alternatively, you can also contact our Customer Support Centre at 1800 331 033 Mon - Fri 9:00 - 17:00 AEST. You can also email at AU.AppleTradeIn@likewize.com.

No. Once you send the device to us, Likewize cannot and does not guarantee that it will be able to honour any request for return of the device and/or any data or information contained in such device. Of course and in the event the inspected value of your device is different than the original quoted value, you can choose to reject the inspected value, and the device will be returned to you, free of charge.

Apple Gift Cards are sent via email to your email address we have on file. Please contact the Customer Support Centre at 1800 331 033 or email us at AU.AppleTradeIn@likewize.com to verify we have your correct email address on file.

Yes. All personal information is kept secure. Please visit our Privacy Policy.

The used devices are thoroughly checked by a technician to assess their condition. Those in good working order are data cleared, and resold on secondary markets. If the device cannot be economically repaired, it will be recycled in an environmentally responsible way.

Contact our Customer Support Centre at 1800 331 033 Mon - Fri 9:00 - 17:00 AEST or email us at AU.AppleTradeIn@likewize.com.

Please refer to the following link to turn off Find My device: https://support.apple.com/en-au/HT201296. If you need assistance, you may also contact our Customer Support Centre at 1800 331 033 Mon – Fri 9.00 - 17:00 AEST or email us at AU.AppleTradeIn@likewize.com.

From the point at which you book the courier, we typically receive the device within 3 working days.

From the point at which we receive the device, we usually inspect it within 24 working hours. If the device is received in the condition stated, we will email you an electronic gift card within 48 working hours. If the device is in a different condition than originally stated then we will send you an electronic gift card within 48 working hours of the revised value being accepted.

No.

When you ship the device to Likewize 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.

If your device qualifies to be returned we will ship it out within 48 business hours of being notified. Taking into account shipping times you should receive your device within 5 working days.

The easiest and quickest way to get your IMEI is by dialling *#06# in your device.

The inspection process is typically completed with 24 hours of receipt of the device.

If your device is registered as 'lost or stolen' the relevant authorities will be notified. Likewize will send you an email. If the device is registered incorrectly as 'Lost & Stolen’ then please contact our Customer Support Centre at 1800 331 033 Mon - Fri 9:00 - 17:00 AEST or email us at AU.AppleTradeIn@likewize.com where we will advise you of what you can do to remove the device from the register.

No. If a device needs to be returned we will only be able to return it to the address that was given at the point of transaction.

Your device is covered should your device be lost in transit whilst being shipped to Likewize using our courier (Startrack). To raise a claim please contact our Customer Support Centre at 1800 331 033 Mon - Fri 9:00 - 17:00 AEST or email us at AU.AppleTradeIn@likewize.com.

If you have taken the necessary precautions to package the device correctly in the returns parcel provided, please call contact our Customer Support Centre at 1800 331 033 Mon - Fri 9:00 - 17:00 AEST or email us at AU.AppleTradeIn@likewize.com to discuss what we can do for you.

Need some help? call us at 1800 331 033 or email us at Appletradein.AU@likewize.com.

Whilst the trade-in process includes the trade-in of Apple Products, the Apple Trade In Program is provided by Likewize Device Protection (AU) Pty Ltd (“Likewize”) as an independent third party. Apple Inc and its affiliates and subsidiaries (collectively "Apple") are not party to the Contract between you and Likewize and you shall have no right of action against Apple for any breach of a Contract.

Apple hereby disclaims and excludes any and all warranties of any kind, express or implied. By using the Site, you hereby release Apple and its respective directors, employees and agents from any disputes, claims, demands, and/or damages (actual or consequential) of every kind, whether known or unknown, arising out of, or relating to, your use of the Site and Likewize’s services, including, without limitation, incomplete or completed transactions and any claims or disputes between you and Likewize.

Any personal data collected through this website or app, or in relation to the trade-in service shall be collected and processed by Likewize on its own behalf (not on behalf of Apple), and are subject to Likewize’s Privacy Policy.

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