Top 10 customer questions about refurbished products

When purchasing a refurbished smartphone online or in-store, customers may have a number of questions. In this article, we give you all the key information you need to answer them effectively.

👉 As a reminder, a second-hand product has undergone the appropriate functional tests and, if necessary, repairs carried out with original or compatible parts.

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

The legal guarantee of conformity is a mandatory protection associated with refurbished products, ensuring they function correctly when purchased by the consumer. The professional seller defines the terms of this contract.

The commercial warranty, on the other hand, is optional and must be at least 6 months in France. It can extend up to 24 months and covers breakdowns, malfunctions and limited performance issues. This allows customers to benefit from the repair or replacement of a non-compliant product. If the item cannot be repaired or replaced, the seller must proceed with its refund.

To learn more about these guarantees, take a look at our guide on refurbished device warranties.

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: can I find recent models on the second hand market?

Absolutely. Your customers can purchase the latest iPhone or the newest Samsung model second hand. Each new smartphone generation becomes available as refurbished just 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.

Here are some tips to optimize the durability of their smartphone battery.

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

If the purchase is made online, the French law requires a minimum 14-day withdrawal period starting from the date the product is received. Your customers can return their item if they are not satisfied with their purchase or if they simply changed their mind.

However, if the purchase is made in store, there is no legally mandated withdrawal right in France. The seller may still choose to offer this option if it is included in the general terms and conditions of sale.

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 40 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 second-hand tech products slower and less durable than new devices?

As mentioned earlier, every refurbished device undergoes a rigorous assessment based on strict specifications. All key functionalities are tested to accurately evaluate the product’s condition, reflecting both its performance and long term durability. Devices are fully cleaned, reset and updated, ensuring optimal software performance and a user experience that meets your customers’ expectations.

Question #8: are refurbished products really cheaper?

The price of a second hand smartphone is 30% to 60% lower than that of a new device. Why? Because it has already had a first life. Its price varies depending on:

• The condition of the product: refurbished devices are graded according to their physical state, ranging from “like new” to “good condition”. Devices in better condition are generally more expensive.
• The age of the product: newer models are typically priced higher than older ones.
• Market demand: highly sought after products usually come at a higher price than less popular models.

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, retailers, and 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?

According to Ademe, a second-hand smartphone helps save 81 kg of raw materials, 55 g of WEEE (waste electrical and electronic equipment) and avoids the consumption of around 21 m³ eq of water. Choosing refurbished means opting for an eco-friendly product without compromising on performance. Your customers truly have everything to gain.

💡 In 2024, Dipli successfully gave a second life to more than 800,000 products, saving over 52 tons of WEEE and more than 62 tons of raw materials. This achievement reflects the company’s strong environmental commitment and its business model, which helps reduce the carbon impact of electronic devices by extending their lifespan.

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.