Frequently Asked Questions
Find answers to common questions about our products, services, and policies.
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Products
Our products are used phones that have been returned to the manufacturer or retailer. They are data-wiped, tested, repaired with high-end spare parts if necessary, and restored to full working order.
What we call "grade" is a rating attributed to a phone based on its visual aspect.
We grade every device by cosmetic condition under standardized lighting. All grades are 100% functional.
Grade A/A+ — Near New: No visible wear under normal light. No scratches, dents or cracks, and nothing detectable to touch. Battery health ≥85%.
Grade A- — Very Good: Light scratches, invisible when the display is on; light scratches permitted on the back. No dents or cracks. Battery health ≥82%.
Grade B/B+ — Good: Light scratches, some visible when the display is on; noticeable marks on the back and edges, and minor dents allowed. No cracks. Battery health ≥78%.
Grade C/C+ — Honest Wear: Obvious signs of everyday use — deeper scratches and multiple small or 1–2 medium dents, but no cracks. Battery health ≥73%.
For full criteria, example photos of each grade and an inspection checklist, see our Smartphone Grading Standards guide.
Grade A/A+ — Near New: No visible wear under normal light. No scratches, dents or cracks, and nothing detectable to touch. Battery health ≥85%.
Grade A- — Very Good: Light scratches, invisible when the display is on; light scratches permitted on the back. No dents or cracks. Battery health ≥82%.
Grade B/B+ — Good: Light scratches, some visible when the display is on; noticeable marks on the back and edges, and minor dents allowed. No cracks. Battery health ≥78%.
Grade C/C+ — Honest Wear: Obvious signs of everyday use — deeper scratches and multiple small or 1–2 medium dents, but no cracks. Battery health ≥73%.
For full criteria, example photos of each grade and an inspection checklist, see our Smartphone Grading Standards guide.
All used phones are checked thoroughly and tested to ensure they're in full working order before they go on sale. Quality products and service are our top priorities. If you have any inquiries regarding an item received that does not meet the expected level of quality, please get in touch with us at rma@smartchoice.ee.
Our products are sold without accessories nor box. It can happen that we would have some phones sold with their original box and accessories, but it is exceptional.
Grading & Quality
Grade A/A+ devices are in pristine, near new condition with no visible wear under normal light and battery health of 85% or above. Grade A- devices are very good condition — light scratches that are invisible when the display is on — with battery health of 82% or above.
Battery health refers to the device's battery capacity as a percentage of its original capacity, measured via diagnostics. Grade A/A+ requires battery health of 85% or above, A- requires 82% or above, B/B+ requires 78% or above, and C/C+ requires 73% or above. This matters because it affects the device's screen-on time and resale value in downstream markets.
Yes, all Grade C/C+ devices are fully functional including all hardware and software features. The difference from higher grades is cosmetic wear (obvious signs of everyday use, deep scratches) and battery health (73% or above). Every grade undergoes the same functional testing.
No — the published grade covers both. A device must meet both the cosmetic criteria (screen, body, dents, cracks, touch-detectable wear) and the battery health threshold for its grade, so a phone that looks A/A+ but tests below 85% battery health is not sold as A/A+.
Under our return policy you have 7 business days from delivery to report discrepancies, with photographic evidence. We resolve the claim under our 30-day warranty, which covers faults and grading errors. All devices are individually tested and inspected before listing to ensure grade accuracy.
SmartChoice operates under the Marginal VAT scheme, which means VAT is charged only on the profit margin of the sale, not the full selling price. This results in lower effective VAT on purchases compared to standard VAT, making the wholesale prices more competitive for EU resellers.
Pricing varies with batch quantities, model, and market conditions, so SmartChoice publishes live, current pricing by grade on the stock page rather than a fixed price list — visit shop.smartchoice.ee/stock for up-to-date wholesale pricing.
VAT
Marginal VAT, often referred to as the VAT margin scheme, is a special taxation method that allows businesses to pay VAT only on the profit margin resulting from the sale of some categories of second-hand goods, rather than on the total selling price.
For these items, the VAT is included in the price, and the seller is responsible for paying it. As a result, the VAT line on your invoice will show 0% along with the following mention: "Sold under the VAT Margin scheme. Art 313 of Council Directive 2006/112/EC." This means you won't see a separate VAT charge. Buying goods sold under the marginal VAT scheme does not provide a right to reclaim the VAT on this purchase.
When purchasing an item under the marginal VAT scheme, you will not see a separate line item for VAT on your invoice, as it is included in the total price. The invoice will simply indicate that it was sold under the marginal VAT scheme and does not provide a right to reclaim the VAT on this purchase. Under the Reverse VAT scheme, no VAT appears on the invoice and your business self-accounts for VAT locally.
No, you cannot purchase products eligible for marginal VAT and reverse VAT in the same order. You will need to submit two separate orders. If you place an order with both Reverse VAT and marginal VAT products, the Reverse VAT scheme will be applied to your entire order.
Warranty
We provide a warranty on the goods we sell. It covers faults and grading errors. See our Return Policy for the full terms.
Your warranty period is 30 days, commencing from receipt of your order, which is marked by signing of the delivery and receipt instrument.
The warranty does not apply in case:
- Any conditions outlined in our Terms and Conditions are not adhered to.
- Defects occur during the return delivery of the Goods to our location (in cases of CPT).
- Defects result from actions or omissions on your part, including:
- Accidental or intentional damage to the Goods.
- Failure to follow the provided user manuals.
- Altering or removing serial numbers or similar markings on the Goods.
- Any conditions outlined in our Terms and Conditions are not adhered to.
- Defects occur during the return delivery of the Goods to our location (in cases of CPT).
- Defects result from actions or omissions on your part, including:
- Accidental or intentional damage to the Goods.
- Failure to follow the provided user manuals.
- Altering or removing serial numbers or similar markings on the Goods.
To initiate a warranty claim, please:
1. Complete the RMA form in English, ensuring a clear description of the defects.
2. Attach photos of the defective packaging or Goods.
3. Email the completed RMA form and photos to rma@smartchoice.ee.
1. Complete the RMA form in English, ensuring a clear description of the defects.
2. Attach photos of the defective packaging or Goods.
3. Email the completed RMA form and photos to rma@smartchoice.ee.
Once your claim is submitted:
1. We will verify the applicability of the warranty.
2. If applicable, we will send you an RMA confirmation email along with an RMA case number.
3. You must securely package the defective Goods, mark the package with the RMA number, and ship it to our location within 7 days, covering all associated costs and risks.
1. We will verify the applicability of the warranty.
2. If applicable, we will send you an RMA confirmation email along with an RMA case number.
3. You must securely package the defective Goods, mark the package with the RMA number, and ship it to our location within 7 days, covering all associated costs and risks.
Returned products must be shipped to the following address:
SmartChoice OÜ
Tähe 106A/2
50107 Tartu
Estonia
SmartChoice OÜ
Tähe 106A/2
50107 Tartu
Estonia
We aim to test the returned defective products within 7 business days of receipt. However, this timeframe may be extended in cases of unusually high volumes of returned products or if the products were not returned in accordance with our Terms and Conditions.
The potential outcomes are:
Claim not satisfied: If the Goods do not exhibit the described defects or the warranty is not applicable, the Goods will be returned to you.
Claim satisfied: The fee paid for the defective Goods will be credited as prepayment for future orders. Any excess fees will be refunded to your bank account within 3 business days upon request.
Claim not satisfied: If the Goods do not exhibit the described defects or the warranty is not applicable, the Goods will be returned to you.
Claim satisfied: The fee paid for the defective Goods will be credited as prepayment for future orders. Any excess fees will be refunded to your bank account within 3 business days upon request.
If the Goods are not received within 21 calendar days of receiving the RMA case number, we reserve the right not to accept them, particularly if the warranty period has expired by the time they arrive.
Returned products can be delivered in the following ways:
Collection from our location: Please notify us 2 business days in advance by emailing info@smartchoice.ee.
Delivery to your location: The products will be included with your next order or delivered within 30 days.
Collection from our location: Please notify us 2 business days in advance by emailing info@smartchoice.ee.
Delivery to your location: The products will be included with your next order or delivered within 30 days.
No, we only provide the warranty detailed in these Terms and Conditions. For any additional warranties, please contact the relevant third-party producer or retailer directly to explore available legal remedies.
Payment
We currently accept payments via wire transfer only:
Account holder: SmartChoice OÜ
Bank Name: AS LHV Pank
IBAN: EE647700771004313572
SWIFT/BIC: LHVBEE22
Account holder: SmartChoice OÜ
Bank Name: AS LHV Pank
IBAN: EE647700771004313572
SWIFT/BIC: LHVBEE22
Shipping
We primarily use UPS and DHL for shipping our orders.
Shipping Costs
Our standard shipping costs are as follows:
- Orders ≤20 phones shipped to Estonia/Finland/Latvia/Lithuania: €25
- Orders ≤20 phones shipped elsewhere in Europe: €50
- Orders >20 phones shipped in Europe: €2.50 per phone
- Shipments outside Europe: Costs calculated separately based on destination/quantity ordered.
Insurance
Insurance is optional—contact us for pricing if required.
Shipping Costs
Our standard shipping costs are as follows:
- Orders ≤20 phones shipped to Estonia/Finland/Latvia/Lithuania: €25
- Orders ≤20 phones shipped elsewhere in Europe: €50
- Orders >20 phones shipped in Europe: €2.50 per phone
- Shipments outside Europe: Costs calculated separately based on destination/quantity ordered.
Insurance
Insurance is optional—contact us for pricing if required.
Once your order status changes to "shipped," you can track delivery using links provided in "Orders" view.
Ordering Process
For specific requests (e.g., color mix preferences or credit note usage), fill out "Comments" section in "Cart" view—we'll contact you if adjustments are needed before final validation
1. Place Your Order: Fill your cart and submit your order. If you have specific requirements, please include them in the comments section of the "Cart" view.
2. Order Review: Your order will initially appear as "New" in the "Orders" view. We review it promptly. If it can be fulfilled as submitted, we confirm it immediately.
3. Order Adjustment: If your order cannot be fulfilled as is (e.g., if specific requirements cannot be met), we will contact you to discuss adjustments. Once agreed, we resubmit the order for your final approval via the "Approve and Order" button in the "Orders" view. If no agreement is reached, the order is cancelled and marked as "Cancelled."
4. Payment Processing: Once your order is confirmed, it appears as "Waiting for payment." We send you an email with a proforma invoice and necessary payment details.
5. Order Preparation: Upon receiving your payment, we proceed with packing your order.
6. Order Completion and Shipping: After packing is complete, we issue the invoice, which is available for review and download in the "Orders" view, along with the IMEI list. The order status changes to "Invoiced." Once it appears as "Shipped," your order is ready for pickup by our courier. You can track the delivery using the provided tracking link in the "Orders" view.
2. Order Review: Your order will initially appear as "New" in the "Orders" view. We review it promptly. If it can be fulfilled as submitted, we confirm it immediately.
3. Order Adjustment: If your order cannot be fulfilled as is (e.g., if specific requirements cannot be met), we will contact you to discuss adjustments. Once agreed, we resubmit the order for your final approval via the "Approve and Order" button in the "Orders" view. If no agreement is reached, the order is cancelled and marked as "Cancelled."
4. Payment Processing: Once your order is confirmed, it appears as "Waiting for payment." We send you an email with a proforma invoice and necessary payment details.
5. Order Preparation: Upon receiving your payment, we proceed with packing your order.
6. Order Completion and Shipping: After packing is complete, we issue the invoice, which is available for review and download in the "Orders" view, along with the IMEI list. The order status changes to "Invoiced." Once it appears as "Shipped," your order is ready for pickup by our courier. You can track the delivery using the provided tracking link in the "Orders" view.
Account
To upload the different documents required to enter in business with SmartChoice, such as Certificate of incorporation / VAT certificate / Copy of passport - ID card:
1. Connect to your Resellers' Portal account.
2. Open the account menu (your profile picture in the top-right corner) and click Dashboard.
3. At the bottom left corner of the page, locate the section named "Upload Files to SmartChoice".
4. Click on the button "Click to select a file".
5. Select the file that you wish to upload.
6. Confirm your choice and click on the button "Upload to SmartChoice"
And it's done!
1. Connect to your Resellers' Portal account.
2. Open the account menu (your profile picture in the top-right corner) and click Dashboard.
3. At the bottom left corner of the page, locate the section named "Upload Files to SmartChoice".
4. Click on the button "Click to select a file".
5. Select the file that you wish to upload.
6. Confirm your choice and click on the button "Upload to SmartChoice"
And it's done!
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