For help with Google Store purchases that you received in the last 15 days, including pricing and refund questions, please contact us here. For help on common issues with your Google Store order, check out this guide.

Trade in your old phone

You can only trade in your old phone through Google Store in Canada, Germany, Japan, the United Kingdom, and the United States.

You can trade in your old phone for credit from the Google Store.

Learn more about the Google Fi trade-in program.

Important: Your trade-in estimate is valid for 30 days from the day your new phone is delivered.

You can send your trade-in device at any time. However, if your device arrives more than 30 days after your new device was delivered, it's assessed at current market value instead of your original quoted estimate. The current market value is determined by the trade-in terms and conditions.

Need more help to find your trade-in status? To check the status of your trade-in, select Trade-in details from your order history.

Step 1: Review your trade-in options

Choose a new phone

If you choose to trade in your old phone, you can get a refund when you buy a new phone.

  1. On the Google Store, choose a Pixel phone.
  2. Follow the on-screen instructions.
  3. While you choose your new device’s options, under “Have a phone to trade in?” select Get Estimate.
  4. Add details about the phone to trade in.
    • If you don't find your phone on the list, it's not eligible for trade in.
    • You’ll see the estimated value for your trade-in phone after you select manufacturer, model, size (if applicable), and fill out the questionnaire.
    • The estimate is valid for 30 days from when you receive your new phone.
  5. To add your trade-in device, select Add trade-in.
  6. To add the new phone to your cart, select Add to cart.
  7. To complete your order and get ready to trade in your device, select Check out.

Tip: After you start your trade-in process, you’ll get a confirmation email. To send your old phone to us, we’ll send you a kit with a prepaid envelope.

How do I change my address after I place my order?

If you used the wrong address for the trade-in request or you need another kit sent to you, contact our support team.

Important: Address changes are limited to one additional request per order.

Step 2: Send us your old phone

After you receive your new phone, turn in your old device within 30 days to ensure the initial trade-in quote doesn't expire.

  • Your trade-in transaction expires at the end of 6 months from the date of purchase of your new Google device.
  • Don’t send your device after the expiration of your trade-in transaction.
Prepare your device for maximum trade-in value
  • Before you send your old phone to us, you may want to transfer data from your old phone to your new one. Learn more about how to set up your Pixel phone.
  • Remove activation locks.
  • Factory reset the device through “Settings” by following the manufacturer’s instructions.
    • Don’t reset through the Recovery menu.
  • Answer the initial trade-in questions accurately.
    • The initial quote is based on the information that you provided, but the final value is based on what is observed during inspection. Any differences may negatively or positively impact device value.

Tip:

  • You can still trade in devices that fail the inspections. But you may be offered a lower refund value that reflects the device’s current condition.
  • Don’t send in devices with damaged or swollen batteries. These won’t receive any credit and can’t be returned.
  • The trade-in value will be reduced compared to the original quote if:
    • Your device has an activation lock.
    • You didn’t factory reset it before you traded it in.
  • Before you send your device, make sure that activation locks are removed and the device is factory reset.
  • If you financed the phone you’re trading in, you'll continue to be responsible for those payments even after you traded in your phone.

Related resources

Turn off Find My for iPhone

Turn off phone protection for Android

Disable Samsung Lock for Samsung devices 

Factory reset a Pixel phone

Factory reset an iPhone

Factory reset an Android phone

(Optional) Make a plan for warranty coverage
  • All manufacturer warranties are void for your trade-in device.
  • If your trade-in device has Preferred Care 2-year coverage from the Google Store, you’ll get a prorated refund.
  • Before you trade in your phone, we recommend that you cancel all warranties from other providers.

To ship your trade-in device, use the prepaid trade-in kit we sent you:

  1. Remove the SIM card and memory cards (if applicable) from your old device.
  2. Power off the phone.
  3. Put the phone in the prepaid envelope from the trade-in kit.
  4. Attach the shipping label.
  5. Ship the phone to us through USPS.

Step 3: Get credit for your trade-in

When we receive the phone, we’ll review it within 4 business days.

  • If the trade-in device's value matches the estimate: If you purchase a Pixel, we’ll credit the Post-Inspection Value (PIV) to the form of payment used for your phone purchase.
    • If the trade-in refund exceeds the cost of your new Pixel phone, the excess amount will be provided as Store Credit.
  • If the trade-in device's value is lower: If you selected to accept a change in value, we’ll credit you the PIV. Otherwise, we’ll return your device.
The estimate you get is based on the device specifications and condition you selected when you placed your trade-in order. We’ll do a full valuation when we receive your trade-in device.
How and when will you receive your refund?

Make sure that you get the Store email confirmation for the refund. If you didn't get an email, contact our support team.

For credit card refund:

If you get the confirmation email within the last 10–14 business days and a refund didn’t show up in your account, contact our support team. Refunds may take up to 14 business days to be applied to your card.

For Google Store financing:

You’ll get the refund for the trade-in value in your financing balance, which lowers your monthly payments.

Tip: If you selected the Verizon device payment option, we’ll deduct the value from the full retail price of your new phone.
Learn what's checked during inspection
  • Does the device power on?
  • Does the power button function correctly?
  • Are all activation locks turned off?
  • Is the device factory reset?
  • Is the screen without cracks, breaks, and missing pieces?
  • Does the touchscreen work on the entire surface of the phone?
  • Is the screen without any bruising and missing pixels?
  • Does the LCD LED Backlight work correctly?
  • Is the device without breaks or cracks in the housing, keypad, hinge, or battery door?
  • Does the device have a swollen battery?
    • A device with a swollen battery won't receive any credit and can't be returned.

Devices will fail LCD inspection if they have any of the following:

  • Cracked screen
  • Damaged screen
  • Burn-in
  • Bruising (may appear as dead pixels or spots of discoloration)
  • Pixelation
  • Delamination
  • Unresponsive screen

Devices will fail housing inspection if they have any of the following:

  • Major case crack
  • Minor case crack
  • Major scratch
  • Broken camera
  • Broken button or key
  • Broken power button
  • Swollen battery
  • Missing battery
  • Broken battery door
  • Bent case
Understand trade-in value assessment

Your trade-in value may be affected by these reasons:

  • Phone doesn’t turn on or off: The phone doesn’t turn on, turn off, or there’s a problem with the charger.
  • Damaged screen: The screen is cracked, damaged, bruised, missing pixels, or the LCD is dark or burnt out.
  • Touch screen doesn’t work: The touch screen isn’t responsive.
  • Swollen battery: Don’t send devices with damaged or swollen batteries. These devices won't receive any credit and can't be returned.
  • Phone isn’t factory reset: The phone’s activation lock is still on.
  • Incorrectly reported phone model: The phone model we received is different from the one you selected.
  • Phone shipped more than 30 days after the new phone was delivered.
  • Phone reported lost or stolen.
  • Received package was empty or had miscellaneous items.

Step 4: Check the status of your trade-in

To check the status of your trade-in, select Trade-in details from your order history.

Trade-ins with Pixel Pass

When you sign up for Pixel Pass, you’ll get a trade-in value estimate for your phone. You can choose to keep your prior phone or trade in your phone when you upgrade to reduce your monthly Pixel Pass bill going forward. Learn more about Pixel Pass subscriptions.

  • If your device is traded in before your first billing cycle: The estimated trade-in value is spread over the next 24 months of your Pixel Pass subscription, reducing your monthly bill. 
  • If your device is traded in after your first billing cycle: The estimated trade-in value reduces your total number of monthly Pixel Pass payments.

After 24 monthly Pixel Pass payments, you fully own your phone. At that time, you decide if you want to stay subscribed and receive a new Pixel phone as an upgrade.

(Optional) Cancel trade-in

  • If you don't want to process your trade-in, dispose of the shipping kit.
  • If you sent your device already, you can't cancel the trade in.
  • If you return the phone you bought with your trade-in, you'll get the trade-in value as a Google Store credit in your account.
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