Help & Support
Find out how to sell your used mobile phones and buy certified, refurbished mobile phones
Buying a refurbished phone
Q. What phones do you sell?
A. Most of the phones we sell belong to renowned brands like Samsung, Xiaomi, Apple, Google,Oppo,Vivo and many more.
Q. Do you offer a warranty?
A. Absolutely, all our products come with a warranty period of 3 months, 6 months or 12 months, depending on the deal you get.
What the warranty covers
- Technical defects
- Faults caused by parts or materials
What it doesn’t cover
- Accidental damage
- Cracked screens or cases
- Liquid damage
- Software defects
- Unlocking issues
- Replacing any parts you’ve added yourself
Q. What are my payment options?
A. Here’s the list of payment options.
- Bank Transfer
- Cash On Delivery
Selling a refurbished phone
Q. How do I sell my phone?
A. The process is actually quite straightforward. To begin, you'll need to download our diagnostic app, “Nayapurano” onto your device. This app will run a series of tests and provide us with valuable information about your phone's functionality and cosmetic condition. Once the diagnostic process is complete, we'll be able to offer you our best price for your device. It's that simple!
Q. What is Nayapurano Diagnostic app and how does it work?
A. Nayapurano Diagnostic app is our state of the art software program. Once installed on the phone, it runs a series of checklists which include over 70 different tests. These specific tests portray the actual condition of the phone.
Q. How do you work out what my phone is worth?
A. We use our very own diagnostic and pricing algorithm called Nayapurano Diagnostics®. We ask you a few questions about the condition of your device. Then our diagnostic app scans your phone and generates a scientific score and price, based on its precise condition. We then make you an offer ‘in principle’, which we’ll confirm once we’ve actually got your phone and had a chance to inspect it ourselves. If the final quote ends up being lower, you have three working days to say yes or no. If it’s no, we’ll send it back to you within 7 days, without charging you a penny.
Q. Can I sell two devices at the same time?
A. Yes you can, but you’ll have to place a separate order for each product.
Q. When will I get paid?
A. We will process your payment as soon as our delivery executive has thoroughly inspected your device for any discrepancies. Once the inspection is complete, the agreed-upon amount will be promptly credited to your designated bank account.
Q. Why haven't I got my payment yet?
A. We pay you the same day we’ve received and diagnosed your device. Your money should hit your account the next working day (excluding weekends and bank holidays).
If you haven’t received your payment, it might be because:
- You haven’t “accepted” or “rejected” the offer in the email we’ve sent you
- Your bank details were wrong
Depending on how you chose to get paid, some payments take slightly longer to reach your account.
Q. How do I cancel my order?
A. If you want to cancel your order, reach out to us at email@example.com or you can drop us a message at +9779802344846.
Q. Where is my order?
A.You should have got an email from us with your estimated delivery date.If your order didn’t arrive when it should, email us at firstname.lastname@example.org or start a live chat with us on our website.
Return & Warranties
Q. How do I make a claim?
A. If your nayapurano phone isn’t working like it should, you can reach out to us at email@example.com or you can drop us a message at +9779802344846.
Q. How do I return my order?
A. We are really sorry that our product couldn’t maximize your happiness. You can simply pop the device back in the box it came in and post it back to us on the following address
Room No. 605A, 5th Floor
CTC Mall, Sundhara
Ward No. 11, Kathmandu
Q. What’s your return policy?
A. If you aren’t completely satisfied with our product, just send it back to us and we’ll find it a good home. We have a 30 days money back guarantee as long as the phone is in the same condition you bought it.
About Nayapurano and Refurbished Phones
Q. Can I trust nayapurano?
A. The whole idea of nayapurano is to make the process of buying or selling used phones reliable, convenient and trustworthy. That’s why we provide warranty to all our customers. That’s why we use our Nayapurano Diagnostic software with 70+ points checklist.
Q. What is nayapurano refurbished phone?
A. Nayapurano refurbished phones have been quality checked and certified by our Nayapurano Diagnostic software and include different warranty plans according to the grading of the phone.
Q. What is Nayapurano Grading system?
A. We have a specific grading criteria and system to allow us to value a device. Below is a breakdown of the gradings and score we use to measure the cosmetic condition and value of a device. We reserve the right to amend the offer or cancel the offer should the device not be described accurately as below which covers the functional condition of the device.
Premium: These devices are mostly in excellent condition and look almost like new, with only a few minor signs of use. These devices come with a 12-month warranty from the date of purchase. Any wear is barely visible at arm's length. Some micro-scratches and small blemishes are acceptable.
Good: These devices show moderate signs of wear and tear, such as small scratches, scuffs, and discoloration, but no chips, dents, or cracks. For added peace of mind, these devices come with a 6-month warranty from the date of purchase.
Fair: For those looking for a more cost-effective option, we also offer devices with heavy signs of use, including small dents, heavy scratching, scuffing, and discoloration. These devices may require refurbishment to be used, and come with a 3-month warranty.
Q. I've forgotten my password, how can I get back into my account?
A. Don’t panic. If you've forgotten your password, just:
* Click 'forgotten my password' on the sign-in page.
* Type in your email address.
We'll send you an email with a link that’ll let you reset your password.If the email doesn’t arrive, check your spam or junk folder. And if you're still stuck, reachout to us and we’ll try to sort it at our end.