SmartChoice
Reseller support

Frequently asked
questions

Everything you need to know about ordering, grading, shipping, and returns.

42 answers

30 days

Warranty

24H

Express dispatch · DHL / UPS

No MOQ

Minimum order

Chat on WhatsApp

Typically replies fast

A / A+

Near New

No visible wear · Battery ≥ 85%

A−

Very Good

Light scratches, invisible on · Battery ≥ 82%

B / B+

Good

Some marks & minor dents · Battery ≥ 78%

C / C+

Honest Wear

Obvious daily wear, no cracks · Battery ≥ 73%

Products

  • What does "used phones" mean?

    Our products are used phones that have been returned to the manufacturer or retailer. They are data-wiped, tested, repaired with high-end spare parts if necessary, and restored to full working order.

  • What is a "grade"?

    A "grade" is a rating attributed to a phone based on its visual aspect.

  • What phone grades does SmartChoice sell?

    All grades are 100% functional. Graded under standardised lighting.

    A / A+

    Near New

    No visible wear under normal light. No scratches, dents, or cracks.

    ≥ 85%

    A−

    Very Good

    Light scratches invisible when display is on; light scratches permitted on the back.

    ≥ 82%

    B / B+

    Good

    Some scratches visible when on; noticeable marks, minor dents. No cracks.

    ≥ 78%

    C / C+

    Honest Wear

    Obvious everyday use — deeper scratches, 1–2 medium dents. No cracks.

    ≥ 73%

    Full criteria and example photos: Smartphone Grading Standards guide.

  • What checks do you perform on the phones?

    All used phones are checked thoroughly and tested to ensure they're in full working order before they go on sale. Quality products and service are our top priorities. If you have any inquiries regarding an item received that does not meet the expected level of quality, please get in touch with us at rma@smartchoice.ee.

  • Do the phones come with some accessories?

    Our products are sold without accessories nor box. It can happen that we would have some phones sold with their original box and accessories, but it is exceptional.

Grading & Quality

  • What is the difference between Grade A/A+ and Grade A-?

    Grade A/A+ devices are in pristine, near new condition with no visible wear under normal light and battery health of 85% or above. Grade A- devices are very good condition — light scratches that are invisible when the display is on — with battery health of 82% or above.

  • What does 'battery health' mean and why does it matter?

    Battery health refers to the device's battery capacity as a percentage of its original capacity, measured via diagnostics. Grade A/A+ requires battery health of 85% or above, A- requires 82% or above, B/B+ requires 78% or above, and C/C+ requires 73% or above. This matters because it affects the device's screen-on time and resale value in downstream markets.

  • Is Grade C/C+ fully functional?

    Yes, all Grade C/C+ devices are fully functional including all hardware and software features. The difference from higher grades is cosmetic wear (obvious signs of everyday use, deep scratches) and battery health (73% or above). Every grade undergoes the same functional testing.

  • Can a device have one cosmetic grade but different battery health?

    No — the published grade covers both. A device must meet both the cosmetic criteria (screen, body, dents, cracks, touch-detectable wear) and the battery health threshold for its grade, so a phone that looks A/A+ but tests below 85% battery health is not sold as A/A+.

  • What happens if a device arrives in a different grade than ordered?

    Under our return policy you have 7 business days from delivery to report discrepancies, with photographic evidence. We resolve the claim under our 30-day warranty, which covers faults and grading errors. All devices are individually tested and inspected before listing to ensure grade accuracy.

  • How does Marginal VAT affect the price of graded devices?

    SmartChoice operates under the Marginal VAT scheme, which means VAT is charged only on the profit margin of the sale, not the full selling price. This results in lower effective VAT on purchases compared to standard VAT, making the wholesale prices more competitive for EU resellers.

  • Where can I see current pricing by grade?

    Pricing varies with batch quantities, model, and market conditions, so SmartChoice publishes live, current pricing by grade on the stock page rather than a fixed price list — visit shop.smartchoice.ee/stock for up-to-date wholesale pricing.

  • What exactly separates Grade A+ from Grade A?

    Grade A+ has no scratches visible at any angle under standard lighting. Grade A meets the same standard, with any distinction visible only under the very closest inspection at sharp angles. Both look new in normal use and both require 85%+ battery health — the difference is purely cosmetic, and the wholesale gap is typically €5–15 per unit.

  • Why is Grade A more expensive than Grade B for the same model?

    Grade A and A+ units make up only 18–27% of typical trade-in supply, the smallest share of any grade band. That scarcity adds €28–35 to the wholesale price of a Grade A iPhone 13 128GB over the equivalent Grade B unit.

  • Can a phone with a cracked screen still get a cosmetic grade?

    No. Cracks — on the front screen or the back glass — disqualify a unit from a standard grade regardless of how minor, because a compromised seal is a durability risk rather than a cosmetic flaw. Cracked units are routed to repair or parts recovery instead of being sold as graded stock.

  • Are the screen and the back glass graded to the same criteria?

    No. They are graded separately because they are different materials with different failure patterns. Screen grading focuses on scratches, dead pixels, and digitizer response; back glass grading focuses on scratches, chipping, and whether the glass sits flush against the frame and camera housing. A crack in either removes the unit from standard grading.

  • Does cosmetic grade cover activation lock on iPhones?

    No. Cosmetic grade describes appearance only. Activation lock is a separate check, and a cosmetically perfect iPhone that is still locked to a previous Apple ID cannot be resold at all. Every SmartChoice unit has Find My confirmed removed at intake, verified after a full reset.

  • Why is battery health missing on some used iPhones?

    A non-genuine battery suppresses the Maximum Capacity reading in iOS entirely. That is why capacity should be read through OEM diagnostics at intake rather than from the handset's own settings screen.

  • Does a third-party screen affect anything besides looks?

    Usually yes. True Tone is commonly lost after a display replacement, and Face ID can be permanently unavailable if the repair did not transfer the original components. iOS logs replacements under Settings > General > About as Parts and Service History — a logged non-genuine part is a disclosure item for resale.

  • Which grade should I stock for Back Market versus local classifieds?

    Back Market rewards Grade A- or B — their acceptance checks regularly fail Grade C stock. Local classifieds such as OLX, Allegro and Kleinanzeigen are price-driven, so Grade B or C both work when described honestly. In-store retail needs Grade B minimum, since customers handle the device before buying.

VAT

  • What does marginal VAT mean?

    Marginal VAT, often referred to as the VAT margin scheme, is a special taxation method that allows businesses to pay VAT only on the profit margin resulting from the sale of some categories of second-hand goods, rather than on the total selling price.

  • How buying products under the marginal VAT scheme affects my invoice?

    For these items, the VAT is included in the price, and the seller is responsible for paying it. As a result, the VAT line on your invoice will show 0% along with the mention: "Sold under the VAT Margin scheme. Art 313 of Council Directive 2006/112/EC." This means you won't see a separate VAT charge. Buying goods sold under the marginal VAT scheme does not provide a right to reclaim the VAT on this purchase.

  • How does purchasing under the Marginal VAT scheme differ from the Reverse VAT scheme?

    Marginal VAT

    VAT is included in the total price — no separate line on the invoice. The invoice notes the margin scheme. You cannot reclaim the VAT.

    Reverse VAT

    No VAT appears on the invoice. Your business self-accounts for VAT locally in your country.

  • Can I purchase both products sold under the marginal VAT scheme and reverse VAT scheme within the same order?

    No, you cannot purchase products eligible for marginal VAT and reverse VAT in the same order. You will need to submit two separate orders. If you place an order with both Reverse VAT and marginal VAT products, the Reverse VAT scheme will be applied to your entire order.

Warranty & RMA

  • Is there a warranty? What does it cover?

    We provide a warranty on the goods we sell. It covers faults and grading errors. See our Return Policy for the full terms.

  • What is the warranty period, and when does it start?

    Your warranty period is 30 days, commencing from receipt of your order, which is marked by signing of the delivery and receipt instrument.

  • Under what circumstances does the warranty not apply?

    The warranty does not apply in case:

    • –Any conditions outlined in our Terms and Conditions are not adhered to.
    • –Defects occur during the return delivery of the Goods to our location (in cases of CPT).
    • –Accidental or intentional damage to the Goods.
    • –Failure to follow the provided user manuals.
    • –Altering or removing serial numbers or similar markings on the Goods.

  • How can your business submit a warranty claim?

    1. 01Complete the RMA form in English, ensuring a clear description of the defects.
    2. 02Attach photos of the defective packaging or Goods.
    3. 03Email the completed RMA form and photos to rma@smartchoice.ee.

  • What happens after your warranty claim is submitted?

    1. 01We will verify the applicability of the warranty.
    2. 02If applicable, we will send you an RMA confirmation email along with an RMA case number.
    3. 03You must securely package the defective Goods, mark the package with the RMA number, and ship it to our location within 7 days, covering all associated costs and risks.

  • Where do the returned products need to be shipped?

    SmartChoice OÜ
    Tähe 106A/2
    50107 Tartu
    Estonia

  • How long do we take to test the returned defective products?

    We aim to test the returned defective products within 7 business days of receipt. However, this timeframe may be extended in cases of unusually high volumes of returned products or if the products were not returned in accordance with our Terms and Conditions.

  • What are the possible outcomes of your warranty claim?

    Claim not satisfied

    If the Goods do not exhibit the described defects or the warranty is not applicable, the Goods will be returned to you.

    Claim satisfied

    The fee paid for the defective Goods will be credited as prepayment for future orders. Any excess fees will be refunded to your bank account within 3 business days upon request.

  • What happens if the products are not received within 21 days after the RMA case number is issued?

    If the Goods are not received within 21 calendar days of receiving the RMA case number, we reserve the right not to accept them, particularly if the warranty period has expired by the time they arrive.

  • How are the products that were returned but deemed ineligible for warranty after inspection delivered back to you?

    Collection from our location

    Notify us 2 business days in advance by emailing info@smartchoice.ee.

    Delivery to your location

    The products will be included with your next order or delivered within 30 days.

  • Do we mediate manufacturer or retailer warranties?

    No, we only provide the warranty detailed in these Terms and Conditions. For any additional warranties, please contact the relevant third-party producer or retailer directly to explore available legal remedies.

Payment

  • What payment methods do you accept?

    We currently accept payments via wire transfer only.

    Account Holder

    SmartChoice OÜ

    Bank

    AS LHV Pank

    IBAN

    EE647700771004313572

    SWIFT / BIC

    LHVBEE22

Shipping

  • What are the shipping options and costs?

    We primarily use UPS and DHL for shipping our orders.

    Estonia / Finland / Latvia / Lithuania — ≤ 20 phones€ 25
    Rest of Europe — ≤ 20 phones€ 50
    Europe — > 20 phones€ 2.50 / phone
    Outside EuropeOn request

    Insurance is optional — contact us for pricing if required.

  • How do I track my order?

    Once your order status changes to "shipped," you can track delivery using links provided in the "Orders" view.

Ordering

  • Can I place a small test order before committing to full wholesale volume?

    Yes — there is no minimum order quantity, so you can start with as few units as you need to evaluate grading accuracy, packaging, and delivery. Our guide to ordering a sample batch before full wholesale volume explains how to structure a first order to get the most diagnostic signal out of it before you scale.

  • What if I have some specific request about my order?

    For specific requests (e.g., colour mix preferences or credit note usage), fill out the "Comments" section in the "Cart" view — we'll contact you if adjustments are needed before final validation.

  • How does the ordering process work on SmartChoice portal?

    1. 01

      Place Your Order

      Fill your cart and submit your order. Include specific requirements in the Comments section of the Cart view.

    2. 02

      Order Review

      Your order appears as "New." We review it promptly — if fulfillable as submitted, we confirm it immediately.

    3. 03

      Order Adjustment

      If your order can't be fulfilled as is, we contact you to discuss adjustments. Once agreed, we resubmit for your approval. No agreement reached → order is cancelled.

    4. 04

      Payment Processing

      Once confirmed, it appears as "Waiting for payment." We send a proforma invoice with payment details.

    5. 05

      Order Preparation

      Upon receiving your payment, we proceed with packing.

    6. 06

      Order Completion & Shipping

      After packing, we issue the invoice and the full IMEI list in the Orders view — before the shipment leaves, so you can verify every unit while it is still with us. Once "Shipped," your order is ready for courier pickup — track via the provided link.

Account

  • How to send documents to SmartChoice OÜ?

    To upload the documents required to enter into business with SmartChoice (Certificate of incorporation, VAT certificate, Copy of passport / ID card):

    1. 01Connect to your Resellers' Portal account.
    2. 02Open the account menu (your profile picture in the top-right corner) and click Dashboard.
    3. 03At the bottom left of the page, locate the section named "Upload Files to SmartChoice."
    4. 04Click on the button "Click to select a file."
    5. 05Select the file you wish to upload.
    6. 06Confirm your choice and click "Upload to SmartChoice."

Still have questions?

Our team is here to help. Reach us through any of these channels.

WhatsAppinfo@smartchoice.ee+372 5556 2338