ISELL & REPAIR Frequently Asked Questions

Everything you need to know about our refurbished devices, payment, shipping, returns and warranty. If you can't find your answer here, get in touch.

Frequently asked questions — About refurbished devices

What are refurbished devices?

Refurbished devices are pre-owned products that go through a rigorous inspection, testing and repair process. Our technicians carefully verify each unit and, when needed, repair it to restore full functionality. They arrive like new on the inside — ready to last.

Can I trust the origin of your refurbished devices?

Yes. Before any Apple device is listed for sale, we run a full IMEI check and generate the GSX report to confirm the provenance and ensure the device has no restrictions, locks or theft history.

Are the devices original and unlocked?

Yes. All devices are 100% original, unlocked and free of carrier ties. Previous accounts (iCloud, Google, Samsung) are removed and the devices are factory reset, ready to be used by the new owner.

Are you an Apple Authorized Service Provider?

We are not an official Apple service centre, but we work directly with authorised partners and official distributors. Our technicians have years of experience with Apple products and deliver close, fast and reliable service.

Have the refurbished devices had any faults before?

It depends on the device. Many of our refurbished units come from display or from specialised suppliers and have never had any faults. Others went through repair — and that's exactly what refurbished means: a device that was inspected, repaired when needed and certified to return to 100% working condition. In either case, every device is thoroughly tested before it goes on sale.

Do you test the devices before selling them?

Yes. Every device goes through a full diagnostic before shipping. Dozens of components — display, battery, cameras, buttons, speakers, microphones, sensors, connectivity and charging — are tested thoroughly to make sure everything works as it should.

Do you replace parts in the devices?

We always prioritise reusing and refurbishing original parts. When needed, we replace components to guarantee perfect performance. On some recent iPhones, a "non-genuine part" notice may appear in iOS Settings — this does not affect the device's performance or normal use.

What condition are the batteries in?

We guarantee a minimum battery capacity of 85% on all devices, ensuring battery life close to a new device. On some models you have the option to add a brand-new battery for an additional fee — available on the product page.

Do the devices have signs of use?

Devices listed as new have no signs of use. On refurbished devices, the cosmetic condition varies depending on the grade you choose (see next question).

What cosmetic grades are available?

Refurbished devices are classified in three cosmetic grades:

• ISELL® PRIME — like-new devices with no visible signs of use and factory protection film.
• Grade A — very light signs of use, almost imperceptible to the naked eye.
• Grade B — visible scratches or marks of use, without affecting functionality.

Functionality and the 3-year warranty are identical across all grades.

Is the performance the same as a new device?

Yes. Based on the tests and benchmarks we run, there is no significant hardware degradation that would affect performance or functionality. The experience is comparable to a new device.

Frequently asked questions — Purchase, payment and VAT

Is it safe to buy on the ISELL & REPAIR website?

Yes. We've been in business since 2016 and are trusted by thousands of customers, with over 2,000 Trustpilot reviews and a 4.7 / 5 rating. We protect your data in line with GDPR and secure all communications with SSL encryption.

What payment methods do you accept?

We accept credit and debit cards (Visa and Mastercard), MB Way, PayPal, Multibanco, and instalment payments via Klarna and SeQura.

Can I pay in instalments?

Yes. We offer two instalment payment options:

• Klarna — split the purchase into 3 interest-free instalments.
• SeQura — split the purchase into 3, 6, 9 or 12 months. Over 3 months: interest-free; over 6, 9 and 12 months: with interest and a fixed cost per instalment (shown at checkout before you confirm).

What is the VAT rate on your products?

New products are taxed at 23% VAT. Refurbished devices may be sold under the VAT margin scheme (special regime for second-hand goods — Decree-Law No. 199/96).

Can businesses reclaim VAT?

Yes, on new products. For refurbished devices, since stock varies, check with our team whether the specific device you want has fully deductible 23% VAT.

Frequently asked questions — Shipping, delivery and returns

Which couriers do you use?

We usually work with GLS, NACEX and MRW. We always choose the most appropriate courier for your delivery address to ensure fast, safe delivery.

How much does shipping cost?

Shipping is free on orders over €100. Below that, shipping starts at €3.95 and may vary depending on the delivery address.

What is the delivery lead time?

Usually between 1 and 2 business days for mainland Portugal and Spain. For the Islands (Madeira and Azores), delivery takes on average 5 business days.

Do you deliver to Madeira and the Azores?

Yes, we deliver across Portugal, including Madeira and the Azores. Lead time to the Islands is on average 5 business days.

Can I pick up my order at one of your stores?

Yes. You can choose to collect your order at any of our three stores (Torres Vedras, Lisbon or Caldas da Rainha) at no shipping cost.

How do I track my order?

Once your order ships, you receive an email notification with the expected delivery time and a tracking link to follow the status in real time.

If I'm not satisfied, can I return my order?

Yes. You have up to 14 days after receiving the product to return it, as long as it is in the exact condition it was sold (in accordance with Portuguese distance-selling law).

Frequently asked questions — Warranty and repair

How does the warranty work?

All refurbished devices come with a 3-year warranty from ISELL & REPAIR in Portugal, covering manufacturing and performance defects. To activate the warranty, go to the warranty form or visit one of our stores with your invoice.

What brands do you repair in your stores?

We repair Apple (iPhone, MacBook, iPad, Apple Watch), Samsung Galaxy, Xiaomi, Huawei and other smartphone, tablet and laptop brands. We offer screen, battery, camera, connector and precision micro-soldering repairs.

Do you offer mail-in repair?

Yes. If you can't make it to one of our stores, you can send in your device for repair. Contact us on +351 920 215 215 or WhatsApp to arrange collection and shipping.

Frequently asked questions — iPhone trade-in and buy-back

How can I sell my used iPhone?

Request a free quote, receive an offer in minutes and, if you accept, get paid by bank transfer after we verify the device's condition.

How does the trade-in work?

With the trade-in programme, the value of your old iPhone is applied directly as a discount on the purchase of a new iPhone — instead of receiving the amount in cash.

Frequently asked questions — Physical stores

Where are the ISELL & REPAIR stores located?

We have three physical stores in mainland Portugal:

• Torres Vedras (flagship megastore) — Rua Santos Bernardes, 32-A
• Lisbon — Av. Miguel Bombarda, 124-126
• Caldas da Rainha — Av. 1º de Maio, 20

Directions and maps are available on the stores page.

Still have questions?

We're here to help. Contact us on +351 920 215 215, via WhatsApp, or through our contact page.