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FAQ's

COMMON QUESTIONS

JB eGift Cards / JB Coupons can be used in all JB Hi-Fi stores in New Zealand (other than airport stores) or online at www.jbhifi.co.nz.  For JB eGift Card T&Cs see here.

JB Coupons can only be used toward the purchase of selected products and will expire on the date notified to you before you complete your trade-in.

Once you complete all required trade-in steps via the portal you should receive a JB eGift Card / JB Coupon by email within 10 minutes.  If you do not please contact us using the contact information on this website.  You can immediately use any JB eGift Card on anything you desire from the www.jbhifi.co.nz website or in JB Hi-Fi’s NZ stores.  JB Coupons can immediately be used toward the purchase of selected products and will expire on the date notified to you before you complete your trade-in. JB eGift Cards / JB Coupons cannot be used in JB’s airport stores. 

*Please note we will need to take a credit card pre-authorization until we receive your device back to secure the immediate JB eGift Card, this will be released once we process your device.

TIC (Reverse Logistics) NZ Limited has partnered with JB Hi-Fi to bring you this amazing offer and is the business you will be agreeing to sell your device to if you submit a completed trade-in request. Renewable Mobile Group is partnered with TIC to facilitate an environmentally friendly end to end circular lifecycle of used devices.

Pre-authorization reserves funds on a card for a sale to be processed (or cancelled) at a later time. To give you comfort, this makes sure that the customer will have funds available when it comes time to pay.

In some circumstances we may charge your credit card (including if you fail to deliver your device within 7 days of completing the online steps).  See the terms & conditions for more information.

Yes, we require you to register in order to make an order. It allows us to help track your orders and help you in case there are any issues. There is no charge or fee for an account, it is entirely free.

All personal information we receive is stored and used in accordance with our privacy policy and JB Hi-Fi’s privacy policy.

Please read through the links below for privacy policy. 

Privacy Policy – JB Hifi Trade In Powered by TIC & RMG (tic-renewable.co.nz)

Privacy Policy – Help & Support (jbhifi.co.nz)

  1. Register Order: Selling your device takes less than 5 minutes. Search our database to find out how much your device is worth. Confirm your device and its condition to get an instant quote. You can then ‘Add to cart’ and ‘Proceed to checkout’ when you’re ready. This entire process will take you under 5 minutes to complete.
  1. Pack & Send Device: To keep things simple, we will email you a free return paid NZ Post label once your sale is confirmed. Carefully pack your device in a box or bag along with the invoice and drop it off at any NZ Post shop. The process for delivering TVs is different to the process for all other devices. Instead of delivering your old TV to us after completing a trade-in you will have the option of either bringing your old TV in to your nearest JB Hi-Fi store or having it collected from you, if you have purchased a new TV from JB Hi-Fi with delivery included. We will share more information with you by email once you complete a TV trade-in.
  1. Get a JB eGift Card and/or JB Coupon: Receive your gift card and/or JB Coupon by email after checkout.

*Please note we will need to take a credit card pre-authorisation until we receive your device back to secure the immediate JB eGift Card, this will be released once we process your device

Payment for devices we agree to purchase from you will be made in the form of a JB eGift Card, a JB Coupon or both. We will tell you what you will receive in exchange for the trade-in of your device through the trade-in portal before you complete the trade-in transaction.

After you have completed the trade-in you will get your JB eGift Card and/or JB Coupon by email which you can use in store or online.

Please note: JB eGift Card / JB Coupon – cannot be used in JB Hi-Fi’s airport stores and JB Coupons can only be used toward the purchase of identified products. 

We inspect and review every device received. If we find that the device is not as described, we will contact you and offer a reduced price. You can see under the ‘working’ condition exactly what the prices will be with varying amounts of damage to the device.

We will also give you the option to deny the updated offer and we will send your device back to you free of charge.

Unfortunately we do not accept locked, blacklisted or financed devices, on receipt of the device we will check the IMEI with the government database to ensure it is not registered under any of these states.

The value of your device is determined based on a variety of factors such as its model, age, condition, storage capacity and market demand.

When you submit your device to us, we need to know the IMEI or SERIAL of each device you’re selling. Your devices International Mobile equipment identity (IMEI) number is a unique 15 digit number. It helps us match your phone to your order.

Finding your IMEI

For any mobile device – you can locate your IMEI using the following steps:

  1. Press * # 0 6 # on your keypad,
  2. Press ‘Call’ or ‘Send’ as if making a call
  3. Your IMEI number will be retrieved and displayed on your screen
Finding your iPhone’s IMEI
  1. Go to Settings > General > About.
  2. Look for your device’s serial number, IMEI/MEID, and ICCID.

If your device has reset you can find the IMEI clicking the blue ‘I” button. 

JB eGift Cards

Simply find the product you would like in store or online.
If you are in store you can use the JB eGift Card at the checkout counter (please print it out or bring a copy on your phone).
If purchasing online you can enter the voucher code on checkout.

Gift cards cannot be used in JB Hi-Fi’s airport stores.  For gift card terms and conditions click here.

JB Coupons

JB Coupons an be used in any JB Hi-Fi store (excluding airport stores) or online at www.jbhifi.co.nz. JB Coupons can only be used toward the purchase of selected products and will expire on the date notified to you before you complete your trade-in.

This answer only applies where we offer you an eGift Card as part of the trade-in of your device.

If after we receive your device, we decide it does not match the condition you specified when we gave you the initial quote, we may give you a revised valuation which you can accept or reject. 

If you accept the revised valuation, we will charge your credit card the difference between the initial quote and the revised valuation, since you will have already received a JB Hi-Fi eGift Card to the value of the initial quote. 

If you reject the revised valuation, we will return your device to you free of charge.  However, we will also charge your credit card the value of the eGift Card you received, since that gift card is automatically valid.

If we don’t receive your device back within 7 days we will process the payment on your card to the equivalent value of the JB eGift Card. This answer only applies where we offer you an eGift Card as part of the trade-in of your device.

Unfortunately, if the device you have is not available on the site, you won’t be able to trade it in on our site. 

This answer only applies where we offer you an eGift Card as part of the trade-in of you device.

The initial estimate is not a guarantee.  This estimate is based on the information you give us when you request a quote.  If after we receive your device we think the device matches your description then this price will be honoured. If we receive the device and find that it differs from your description we may give you a revised valuation.

If you accept the revised valuation we will charge your credit card the difference between the initial quote and the revised valuation, since you will have already received a JB Hi-Fi eGift Card to the value of the initial quote.

If you reject the revised valuation, we will return your device to you free of charge.  However, we will also charge your credit card the value of the eGift Card you received, since that gift card is automatically valid.

This trade-in program is operated by TIC (Reverse Logistics) NZ Limited.  If you complete the trade-in steps through this website you will be entering into an agreement to sell your device to TIC on the Trade In Program Terms & Conditions available on this site.  You will get a JB Hi-Fi eGift Card and/or JB Coupon in exchange for your device, but JB Hi-Fi is not involved in operating this program.

This answer only applies where we offer you an eGift Card as part of the trade-in of your device.

If we find that your device does not match the initial description we will email you a revised valuation and an explanation for the change.

If you accept the revised valuation we will charge your credit card the difference between the initial quote and the revised valuation, since you will have already received a JB Hi-Fi eGift Card to the value of the initial quote. 

If you reject the revised valuation we will return your device to you free of charge.  However, we will also charge your credit card the value of the eGift Card you received, since that gift card is automatically valid.

If you have been sent a revised valuation and we haven’t heard back from you before the credit card pre-authorisation period of 7 days expires, we will return your device to you and charge the value of the JB eGift Card to your credit card, since that gift card is automatically valid upon receipt by you. This only applies where you have received a JB eGift Card in exchange for the sale of your device

Proof of identity is required with each sale.

–  A Passport or
–  Driver’s License

This is a legal requirement for all second-hand dealers by the Secondhand Dealers and Pawnbrokers Act 2004.

Please see the following steps for shipping your device to us. 

For all devices (excluding TVs)

1. Transaction Confirmation: Once your transaction is confirmed, you will receive an email. This email likely contains important information regarding your purchase or shipment.

2. Pre-Paid Shipping Label: In the email, you will find a pre-paid shipping label. This label is used for shipping your item(s) and will likely have the necessary postage and tracking information already applied.

3. Printing the Label: You need to print the pre-paid shipping label from the email. Make sure you have access to a printer and the label is printed clearly.

4. Packaging: Carefully pack your item(s) in a suitable package or box. Ensure that the items are secure and won’t get damaged during transit.

5. Applying the Label: Once your item(s) are properly packed, affix the pre-paid shipping label to the package. Make sure it’s securely attached, and all necessary information is visible and legible.

6. Drop-off at NZ Post Shop: Take the packaged item(s) with the attached shipping label to any NZ Post shop. They will help you with the next steps, such as weighing the package and providing you with a receipt or tracking information.

Remember to follow any additional instructions provided in the email or by the shipping company to ensure a smooth and successful shipment. It’s also a good idea to keep any tracking or receipt information for reference in case you need to track your package or prove its shipment.

For TVs

The process for delivering TVs to us is different to the process for all other devices. Instead of delivering your old TV to us after completing a trade-in you will have the option of either bringing your old TV in to your nearest JB Hi-Fi store or having it collected from you, if you have purchased a new TV from JB Hi-Fi with delivery included. We will share more information with you by email once you complete a TV trade-in.

For all phones, tablets and watches this is not necessary, however for some consoles and laptops you will be able to choose to return it with or without a charger. 

For your own comfort & just in case there is any transit damage, take some photos of your device before you pack it. It’s very important to include the IMEI of the device within the photo otherwise it cannot be used for transit damage cases, the IMEI can be displayed by going into your device and pressing *#06# on the dialler.

We will also capture a video of our team unboxing it when it arrives.

APPLE DEVICE MAKE & MODEL

For iPhones, iPads, and iPod Touch:

  1. Check the Device Settings:
  • Open the “Settings” app on your device.
  • Scroll down and tap on “General.”
  • Tap “About.”
  • Look for the “Model” or “Model Number.” It will be in the format like “AXXXX.”
  1. Check the Physical Engraving:
  • On most iPhones, you can find the model number engraved on the back of the device. It’s a small text and may be challenging to read without good lighting.
  1. Connect to iTunes or Finder (for older devices):
  • Connect your device to a
  • Open iTunes (for Windows and macOS Catalina and earlier) or Finder (for macOS Catalina and later).
  • Select your device.
  • Look for the model information in the device summary.

For more information:https://jbhifi.tic-renewable.co.nz/27489-2/ 

Turn Off My Activation iCloud lock.

With Apple’s operating system (iOS 7 and after), Apple’s security has been updated to higher levels than ever.
Sometimes, the device has been erased, but it is still linked to your account, which means we cannot run diagnostics on the phone, delaying the best part – your pay!

Option One: Removing your Activation lock using the device:

  • In Settings, tap your name at the top of the list
  • Tap “iCloud” and then tap “Find my iPhone” 
  • Toggle off “Find my iPhone and then type your Apple ID password.

IF you are unable to access your device (could be dead or faulty), you may still unlock it using a web browser. 

Option Two: Removing your Activation lock via web browser:
(For dead devices, or devices where you cannot physically navigate to the settings menu)

Note: This must be done on a computer or laptop, not on an iPad or iPhone.

  • From a web browser, sign in to iCloud.com with your Apple ID.
  • Go to Find 
  • Click All Devices at the top of the screen.
  • Select the device that you want to remove from iCloud.
  • Click Erase[device]. Select Next until the device is erased.
  • Click Remove from Account.

SAMSUNG DEVICE MAKE & MODEL

For Samsung Smartphones and Tablets (Android):

  1. Check the Device Settings:
    • Open the “Settings” app on your Samsung device.
    • Scroll down and tap on “About Phone” or “About Tablet.”
    • Look for “Model Number” or “Model.” The model number will be listed there.
  2. Check Under the Battery (if removable):
    • If your Samsung device has a removable battery, power off the device, remove the back cover, and then the battery.
    • You will usually find a label with the model number underneath the battery.
  3. Check on the Device’s Original Packaging:
    • If you have the original box your Samsung device came in, the model number is often printed on the box.
  4. Check the Device’s Physical Exterior:
     On some Samsung phones, the model number may be printed on the back cover or near the SIM card tray.

Samsung Reactivation lock

Samsung has implemented a security feature to prevent you from being activated if it is still locked to your account. This is a great security feature, but will need to be deactivated in order to sell your device with us. Follow the steps below in order to remove the Reactivation Lock. Depending on your device and the version of Android you are using, the reactivation lock settings may be in a different location. 

  1. Go to Settings.
  2. Tap Lock screen and security  -> Find My Mobile.
  3. Enter your Samsung account password and tap Confirm.
  4. Disable Reactivation Lock.
  5. Review the Turn off Reactivation Lock warning and tap OK.
  6. Enter Samsung account password and tap Confirm.

To remove it remotely follow these steps:

  1. Go to samsung.comand sign in your account credentials. Click on Profile and you will see Delete Account option. Delete your account entirely from Samsung server. Deleting the account is the only way to remotely remove the activation lock.

ANDROID DEVICE MAKE & MODEL

Method 1: Check the Device Settings (Preferred Method)

  1. Open the “Settings” app on your Android device. This app typically has an icon that resembles a gear or a set of sliders.
  2. Scroll down and tap on “About Phone” or “About Device” (the exact wording may vary depending on your device and Android version).
  3. Look for the “Model Number” or “Model.” The model number of your device should be listed on this screen.

Method 2: Check the Device’s Physical Exterior

  1. If you have a smartphone or tablet with a removable back cover, power off your device, remove the back cover, and then the battery (if applicable).
  2. Check for a label or sticker inside the device’s battery compartment. The model number is often printed there.

Method 3: Check the Device’s Original Packaging

  1. If you have the original box that your Android device came in, the model number is typically printed on the box.

Method 4: Check the Boot Screen (for some devices)

  1. If you can’t access your device’s settings, try rebooting it.
  2. As the device starts up, look for a screen that displays information about the device. The model number might be displayed there briefly during the boot process.

Method 5: Check the Manufacturer’s Website (for specific models)

  1. Some manufacturers, such as Samsung or LG, have online tools or support pages where you can enter your device’s serial number or IMEI to get detailed information about your device, including the model number.

Method 6: Use a Third-Party App

  1. Install and open a third-party app from the Google Play Store, such as “CPU-Z” or “Device Info.” These apps provide detailed information about your device, including the model number.

Google Account Lock – Android Activation Lock

Just like Samsung, Google has brought in a security feature called the ‘Android Activation Lock’, which works in the same way by preventing your phone from being activated if it is still linked to your Google Account. You will need to remove your Google account from your device before sending it to us. To remove the account on your device:

  1. Navigate to Settings app
  2. Scroll down, and tap on Accounts
  3. Tap on the account you wish to remove; For example: tap on Google, and then select your email address, i.e. janedoe@gmail.com
  4. Select More in the top right corner of the screen or the ‘three dots’ icon

OUR SECURITY SAFETY PRACTICES

Our Payment processing partner is certified to the highest industry standards and has obtained regulatory licenses around the world. With encryption at the core of the technology, our payment network is audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. One of the most stringent levels of certification available in the payment industry.

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