Top 10 customer questions about refurbished products

A refurbished smartphone is a used product that has undergone appropriate functional testing and possibly repairs using original or compatible parts. When making a purchase online or in-store, numerous questions may arise regarding this definition.

Do you have all the arguments at hand to answer your customers' questions during their purchases of second-hand products?

Question #1: What guarantees are provided for refurbished products?

The commercial warranty on a refurbished device is set at a minimum of 6 months in France. It can vary up to 24 months and covers breakdowns, malfunctions, as well as limited performance issues.

Your customers will be entitled to repair or replacement of the non-compliant product. If the item cannot be repaired or replaced, the seller must proceed with its refund.

Question #2: What do the grades consist of?

You can reassure your customers that the grades only concern the cosmetic aspect of the device. There is a suitable grade for every expectation and budget. At Dipli, our offers for used or refurbished high-tech products for professionals are categorized into 5 categories:

• New: These products have never been activated or used. They are in their original packaging.

• CPO (Certified Pre-Owned): These products have been refurbished with original parts. The cosmetic condition is equal to that of a new product.

• Grade A: These products are in excellent condition, representing the highest possible grade in terms of device refurbishment. The product is impeccable with no signs of wear. A minor scratch may be possible on the casing, but it will hardly be visible to the naked eye.

• Grade B: These products may have one or several light scratches on the casing or screen, barely visible from a distance of more than 20 cm. Some small marks or minor scratches on the frame or back cover are possible. The overall condition is good.

• Grade C: These products exhibit pronounced signs of wear on the frame, back cover, and screen. This grade allows for an attractive entry-level price.

For more information on the classification of grades, we invite you to read our dedicated article on this subject, available here.

Question #3: Are refurbished products recent?

Of course. Your customers can buy the latest iPhone 14 or the new Samsung Galaxy S21 FE as second-hand products. Every new smartphone model becomes available as a refurbished option a few months after its release.

Question #4: Are the batteries of used smartphones functional?

Regardless of the grade your customers have chosen, each battery is verified and tested by our partner factories.

The current regulations require that the battery does not go below 80% of its initial charging capacity during regular use (within the duration of your warranty).

It is worth noting that during the first few days of using the refurbished product, the data synchronization of your customers' devices requires a lot of resources and may affect the smartphone's battery life.

You can reassure your customer that this is normal.

Question #5: Is it possible to change my mind after receiving my refurbished product?

Exactly, the law mandates a minimum legal withdrawal period of 14 days after receiving the product. So, your customers can return their product if they are not satisfied with their purchase or if they have simply changed their minds.

Question #6: Are the parts of my used device safe and operational?

At Dipli, our partners perform numerous tests to ensure a consistent quality of our stocks. More than 30 checkpoints are carried out to certify the device as suitable for resale in the second-hand market. Please feel free to refer to our list of different checkpoints established for a second-hand product.

Question #7: Are refurbished tech products slower than new ones?

As mentioned earlier, all refurbished products undergo rigorous examinations following strict specifications. The products are cleaned and tested to ensure impeccable quality for your customers. Software is updated, and the device is completely reset, ensuring normal operation of the device's software. This process helps ensure that the performance of refurbished tech products is comparable to that of new ones.

Question #8: Are refurbished products really cheaper?

The price of a second-hand smartphone is 30% to 60% cheaper than a new product. Why? Because it has already had a previous life. Its price varies depending on the different releases of newer models. The fact that it has been used before allows for a lower price point compared to new devices.

Question #9: Where do refurbished smartphones come from?

Refurbished smartphones mainly come from individuals who sell their tech products to professionals in the industry. These professionals include network operators, specialized stores, and buyback marketplaces.

Individuals are not the only ones giving a second life to their devices, as used smartphones also come from corporate fleets.

The devices can come from France, as well as from abroad.

Question #10: What is the environmental impact of a refurbished smartphone?

We can't emphasize it enough: refurbished is good for the planet. A used smartphone saves 25 kg of CO2. Opting for refurbished products poses no risk to your customers, quite the opposite. They have everything to gain, and so do you.

Buying second-hand also leads to an annual environmental impact reduction of 55% to 91%, depending on the indicators, compared to using a new smartphone. It preserves approximately 82 kg of raw materials and reduces greenhouse gas emissions (GES) by 25 kg per year of use.

Considering the second life of tech products helps preserve our planet 🌿

In 2022, Dipli succeeded in giving a second life to 111,561 products, resulting in saving 2,744 tonnes of CO2 and 8,579 tonnes of raw materials. This success is the result of an environmentally committed approach to reduce the impact of electronic devices by giving them a second life.

Dipli simplifies the second life of electronic products.

An all-in-one tool for distributors, leasing companies, telecom operators and companies to manage the entire value chain in one place.

The platform connects the electronics industry to secondary markets; simply and securely. Trade-in and return management, refurbishment, omni-channel purchasing and distribution: Dipli covers and simplifies all stages of the circular economy.