Apple Renew Program, provided by Brightstar, provides consumers with the opportunity to receive monetary value for trading in their current iPhone, iPad or eligible smartphones. Customers must complete a simple online assessment (available here) to determine the value of the device, before sending it to Brightstar, 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 Singapore.

Only eligible iPhone, iPad and a selection of smartphones from other manufacturers will be accepted through this Apple Renew Program. To find out if your device is eligible, simply click on iPad or iPhone . If you’re not sure about which Apple model you have, you may check here http://support.apple.com/kb/HT3939 for iPhone and here http://support.apple.com/kb/HT5452 for iPad. 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.

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

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. Only eligible iPhone, iPad and non-Apple devices will be accepted for trade-in value, to find out if your model is eligible click on iPad, iPhone and Non Apple devices and select your brand and model to find your phone. If you’re not sure about which Apple model you have, you may check here http://support.apple.com/kb/HT3939 for iPhone and here http://support.apple.com/kb/HT5452 for iPad.

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

Once your device has been received and assessed, you will usually receive an Apple Store 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 Store Gift Card within approximately 48 working hours of your acceptance of the offer, or once 14 days elapses.

Apple Store Gift Cards have no expiration date. However, Apple may amend eligible purchases and locations for redemption with appropriate and reasonable notice by updating Apple Store Gift Card terms and conditions at http://www.apple.com/legal/giftcards/applestore/hk-en/

Apple Store Gift Cards may be used only for purchases in Singapore at Apple Retail Stores, the Apple Online Store at http://store.apple.com/hk , or by calling 800-908-988. Apple Store Gift Cards cannot be used for purchases at the iTunes Store, the App Store, the Mac App Store, the iBooks Store, for additional Apple Gift Cards, payment to any account of any mobile phone contract or service plan, purchases at Apple resellers, or any payment due under an Apple Financial Services account. Apple Store Gift Cards cannot be redeemed outside Singapore and are not redeemable for cash (except where required by applicable law).

You are welcome to trade-in your eligible device through any Apple Retail store. You will receive instant credit, and you must purchase a new device at that time. If the new device costs less than the trade-in value, the extra will be paid to you as an Apple Store Gift Card.

The value is determined by the model type, device condition and country of origin.

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 Store 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 to you within 48 business hours of being notified. You might need to pay for the returns 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. You might need to pay for the returns cost depending on the reason of return.

Yes, all locks need to be removed from the device prior to shipping to Brightstar. 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.

No. 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 of record for the device and entitled to trade it.

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

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

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

The quoted value is valid for 14 days and we encourage you to send the device to us within this timeframe to get the maximum value possible. If you require additional time, you have the option to extend the quote for an additional 7 days through Self-Service site. If you need assistance, you may also contact our Customer Support Centre at 6718 2423 email us at sg.applerenew@brightstar.com

If your device is received at the Brightstar 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 with your progress by email. Alternatively, you can also contact our Customer Support Centre at 6718 2423 Mon - Fri 9:30 - 17:30. You can also email at sg.applerenew@brightstar.com

Once you send the device to us, Brightstar cannot and does not guarantee that it will be able to honor 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 and the device will be returned to you. You might however need to pay for the returns cost depending on the reason of return.

Apple Store Gift Cards are sent to your e-mail address we have on file. Please contact the Customer Support Centre at 6718 2423 or email us at sg.applerenew@brightstar.com to verify we have your correct email address on file.

Yes. All personal information is kept secure and not passed on to any other parties. Please visit here to view 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 6718 2423 Mon - Fri 9:30 - 17:30, or email us at sg.applerenew@brightstar.com

Please refer to the following link: http://support.apple.com/kb/HT5661 . If you need assistance, you may also contact our Customer Support Centre at 6718 2423 Mon - Fri 9:30 - 17:30, or email us at sg.applerenew@brightstar.com

No, the program doesn’t currently run a 'Friend & Family' scheme.

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 original stated then we will send you an electronic gift card within 48 working hours of the revised value being accepted.

No.

The courier will collect your device and sealed it in a provided packaging together with your signed acknowledgement slip.

From the point at which we receive the device back at our warehouse, we process the device within 24 working hours and if the device is received in the condition stated at the point of processing the transaction 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.

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

The inspection process is typically completed with 24 hours of