Reuse & Recycle Program FAQs

 

Why is Fairphone relaunching its Reuse and Recycle Program?

We wanted to improve our Reuse and Recycle Program to award consumers in Europe to hand in their phones to give them the chance for a second life or, -if this is not possible- to recycle their phones.

Which countries are allowed to participate in the Reuse & Recycle Program?

For the moment, we support the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden.

What are the benefits of the new Reuse and Recycle Program for consumers?

  • Customers are able to receive a fair market value for their phones. Our system allows phones to be valued based on make, model and condition, giving customers true market value for their phones.
  • We offer the option to receive a Fairphone Gift card for a future purchase in our online shop. We are planning an option to receive a cash back on a previous purchase - giving our customer choice and flexibility in how they would like to receive their payment.
  • A quicker service. Thanks to efficiency and automations, we can provide Fairphone Gift Card codes in less than a quarter of the time of our old program.

When will cashback be available for the Reuse and Recycle program?

We are working to make the option available to participants. The date is still to be decided.

Who can participate?

Any individual living in one of the EU countries we service who wishes to send us their phone for reuse or recycling (done by our service partner). Service to outside of the EU will be introduced at a later date. The phone types we can accept are listed in the website application form

How long will the processing time for the new program be?

Processing times for the new Reuse and Recycle Program will be more streamlined and as a result, faster than the old program.
After you have accepted the final quotation after assessment by our service partner, you will receive a Fairphone Gift Card code within 24 hours via email - check your spam folder in case you did not receive anything in your mail inbox.
Typically, cash back payments (planned for a later stage) should show in your bank account within 2 weeks of shipping your phone, however this depends heavily on shipping time. Some customers may receive their payments in less than a week.

Please allow up to 28 days before contacting Customer Support due to varying shipping times and potential processing delays caused by staffing shortages due to COVID-19.

How easy will it be to recycle a phone or give it a second life? What steps do I have to take to recycle my phone or give it a second life?

The process for reusing or recycling your phone is improved. You simply provide your phone information (make, model and condition) via our website form and will immediately see the value you could receive if you send it back. This is subject to validation of the condition of the device by our service partner. If you accept this quotation, it is valid for 28 days. We will email you a shipping label to send the phone back free of charge, and we will email you again once your phone has been received and processed. You will receive a final email with your Fairphone Gift card you can use in our online shop on any product you like.

How much will I get for handing in a phone at the Reuse and Recycle Program?

It depends on your phone’s make, model and condition but can be up to 500 euros for more recent models. This value will be received as a Fairphone Gift Card, valid for any of the products available on our online shop. Phones which can be reused have a market value which is notably higher than the value of a phone which can only be recycled. When a phone is recycled, the value lies in the materials which are recovered. However, this value is less than the costs for logistics and processing of the phone. Therefore we can unfortunately not offer you a Gift card for these phones.

How many phones can you send in one shipment?

You can send back up to 3 phones in one shipment - which we will handle as one return. In case one can be reused, you will receive a single Fairphone Gift card for our online shop.

How long are discount codes valid?

Fairphone Gift cards are valid for a period of 12 months from the date of issue. They do not cover shipment costs.

Can Fairphone Gift Cards be used for multiple purchases?

Yes they can be used for multiple purchases! You do not need to use the full value at one time, offering you greater flexibility.

Why have I received a new quotation?

You may receive a new quotation because the status of the device you declared via the registration form was not verified by our Service Center when they inspected the device. This means the phone has a new value. You can accept or reject the new quotation. As soon as this is done the process will resume. In case you accept, you will receive a Fairphone Gift card with an amount reflecting the value of the new quotation. In case you reject this quotation, we will recycle the device. It is not possible to send back devices.

How long are phone quotations valid?

If the phone is received at the Service Center after 28 days or not in the condition in which it was described, you will be contacted by email with a new quotation. Should you accept this new quotation by email, then the phone quotation is valid for 28 days.

How long will you keep my data? (such as bank details etc)?

We will keep your data that you provided when registering, for 7 years, which is the legal minimum. The devices you send in, should have no personal data on them. We require a factory reset to be done before you send them in. All SIM cards or SD cards will be destroyed upon arrival and the phone will be returned to its factory settings if that has not been done yet. 

Can I send any phone? Also mobile phones, tablets or feature phones?

No, you can send only phones that our service partner supports for a second life, and our partner does not accept all types of phone. No tablets can be accepted at this stage.

Can I send my other electronics and accessories along?

No, you cannot send other electronics or accessories but we may consider this in the future.

My battery is swelling, can I send it in?

No, we don’t accept batteries that are swelling. They are unsafe to ship as well as a fire hazard. If a bloated battery is shipped, the sender will be liable. Please discard the lithium-ion battery as soon as possible via your local small chemical waste program - you can check the website of your municipality for options. 

My phone has been in the ocean for two weeks and after a night dive, I found it again. Can I send it in?

Yes, you can send it in but expect that the phone will have no value. However, since we cannot give it a second life, it is more environmentally friendly to recycle it locally rather than shipping it to our service centre located in France. 

I’m in Canada, can I participate?

No, the program is limited to our shipping countries (currently only the EU countries in this list). If we can ship you a new phone, we can recycle your old phone.

Why do you have a new program?

We wanted to update our 5 year old Reuse and Recycle Program to offer the best consumer experience.

Why are you asking for my passport or ID information?

It’s a legal requirement in the Netherlands, where Fairphone’s head office is registered, to have identification information for any phones recycled as an anti-fraud measure.

What do you do with the identification data that I provide?

It is a legal requirement that we record all phones to be recycled at our local government registry office (Gemeente). These records are kept for 5-7 years and aren’t shared with police or any other authority. We will not use this data for marketing, profiling, or any other purpose other than the identification data legally required.

Will I be charged shipping fees?

You won’t be charged shipping fees. Even if your phone can only be recycled, we will take your phone for free if it is listed.

How do I get my Gift Card code delivered?

It will be sent to you by email after your phone has been received and validated at the Service Center.