Customer Support

  • The OnePlus Trade-In Program allows users to trade in their old mobile phones and tablets in exchange for OnePlus Store voucher or a cashback.

     To receive a cashback:

    • Buy the OnePlus 5now
    • Submit a trade-in order with your OnePlus 5 order number
    • Get your cashback after 2-6 weeks

    To receive vouchers:

    • Submit a trade-in order now
    • Get your vouchers after 2-6 weeks
    • Spend them at your local OnePlus store

    We have a courier pick up your device at your convenience so you don't have to worry about shipping

    You will receive cashback if:

    • You placed an order at oneplus.net within the past 5 months
    • That order contains a OnePlus 5 (other models aren't eligible)
    • 15 days have passed since you received your OnePlus 5
    • Your OnePlus order status is Complete or Delivered
    • Your OnePlus order hasn't already been fully refunded
    • You submitted your OnePlus order number during trade-in
    • Your trade-in order has the same email address as your OnePlus order
    If you meet these requirements, you will automatically receive cashback as a refund on your OnePlus order. If you would rather get vouchers instead, simply leave the OnePlus order number field blank when submitting your trade-in order.

    Note: OnePlus Trade-in Program is not available in India at this time.

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  • Please check whether the email has been put into spam mail folder. If not, we will send the voucher to you again.

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  • We will submit your voucher extension request. If it is approved, your voucher will be extended for 7 days. We will send a notification email to you once the process completes. Please be aware to check your email after requesting for the extension.

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  • We will arrange a return once we confirm the voucher validity and the device status. Please note that all data stored in the device might be removed. Please also note that the return will not be able to arrange if the device is recycled. The process generally takes 3-4 working days.

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  • The value is given based on the description list on the site. Since the list is different on each recycling site, the given value will be different.

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  • For devices that no longer have second-hand circulation values, we will carry out the environmentally-friendly disassembly. For devices with secondary circulation values, we will carry out the regular second-hand sales after a strict data removal and testing. We are determined not to refurbish the machine, and to ensure that each of the recycled mobile phone is processed in formal sales channels with an environmentally-friendly manner.

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  • LTG is an authorized partner of OnePlus for this promotion and is responsible for managing and operating this promotion for OnePlus.

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  • When you visit the OnePlus Trade-In Program website, you’ll answer a few simple questions about your device and describe its overall condition. Based on the information you provide the quote for your phone is displayed instantly.

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  • We have professional software to perform data removal. It is recommended that you backup all the data in your device before sending it to us. After performing data removal, all data will not be able to recover. In addition, make sure that you remove all passwords, locks, SIM cards and memory cards before sending the device.

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  • We will send you an email containing your shipping label and pick-up courier contact details within 1 business day. We will try to arrange the pick-up date based on your preference, but the courier will confirm with you the actual date and time over the phone.

    Meanwhile, please back up and delete any data stored on the device, remove all SIM cards, and disable any device locks or passwords. OnePlus and Li Tong Group will not be responsible for any data loss that maybe caused during reconfiguration and/or transfer of the trade-in product.

    We need 3 business days to carry out a condition assessment of the trade-in product. If the condition matches the one above, we will send you details of your voucher(s) and/or cashback within 2 business days.

    If the condition doesn't match, we will double-check the product and send you an email with a new quote for you to confirm. If you decline or fail to respond within 7 days, we will send the product back the address listed above.

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    1. Please visit the OnePlus Store and enter your voucher codes at checkout. (They may not be used in conjunction with other promotional offers).
    2. Each voucher code can only be used once. One voucher code per order.
    3. If a refund occurs, the voucher code value will be deducted from the refund. The voucher code cannot be used again.
    4. Certain order types (e.g. pre-orders) may prohibit use of voucher codes

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  • You can change the pick-up date when DHL contacts you on the phone.

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