Last updated: 20 May 2024

Section 1:  About Samsung Online Trade-in Programme (“Programme") 

1.1   What is the Samsung Online Trade-In Program?

This Programme allows Samsung customers who purchase a new Galaxy smartphone, tablet or smartwatch (“Eligible Samsung Device”) online through https://www.samsung.com/sg to trade-in their eligible device (“Trade-in Device”), in exchange for a credit equivalent to the trade-in value of the device (“Trade-in Value”) and/or be awarded overtrade bonus for such trade-ins (if applicable).

1.2   How does the Samsung Online Store Trade-in Programme work?

The Programme is provided by CompAsia, a Samsung-approved independent third-party vendor ("Trade-in Vendor") which gives customers the opportunity to receive credit for trading in their Trade-in Device when they purchase an Eligible Samsung Device.

When you purchase an Eligible Samsung Device online through https://www.samsung.com/sg and decide to trade-in your Trade-in Device, we will provide you with an estimated Trade-in Value, based on the manufacturer, model, and the condition of the Trade-in Device as stated by you. Please note that the Trade-in Value quoted by the Trade-in Vendor is only valid at the point of quotation. It may be subject to change depending on the physical condition of the device.

The estimated Trade-in Value will be instantly applied as a discount upon checkout. Once you have added your Trade-in Device to your shopping cart and completed the purchase of your Eligible Samsung Device, you will receive an e-mail and SMS from CompAsia to arrange for your Trade-in device pick-up within one (1) business day. Customers are required to arrange for the Trade-in Device to be collected within three (3) business days from receipt of the Eligible Samsung Device. On the day of collection, before taking in your Trade-in Device, CompAsia will perform a device diagnostics test to verify the condition of your Trade-in Device and assess the final Trade-in Value. You will need to surrender your Trade-in Device to CompAsia upon successful verification of your Trade-in Device. Once your Trade-in Device is received by CompAsia, a trade-in completion e-mail and SMS will be sent to you. Please retain your trade-in completion e-mail and SMS for at least one (1) year for records and verification purposes (where required).

If there are discrepancies in the actual and declared condition of your Trade-in Device as declared by you in the online questionnaire, the courier staff may not proceed with the collection of the old device. You will either be charged (A) the full Trade-in Value and overtrade bonus (if any) OR (B) the difference between (i) the initial estimated Trade-in Value and (ii) the actual Trade-in Value based on the actual device’s condition as assessed by CompAsia.

Section 2:  Device and Programme Eligibility

2.1  Who can take part in the Programme?

This Programme is only open to customers who (i) purchase an Eligible Samsung Device from Samsung Online Store, and (ii) are Singapore residents aged 18 years and above.

2.2  If I am not the owner of the Trade-in Device, can I still take part in the Programme?

 No, only device owners can trade-in their devices under this Programme. Samsung reserves the right to reject participation by persons whose details do not match the proof of purchase document(s).

In the event that the Trade-in Device was previously reported lost or stolen, the participant’s particulars will be submitted to the Singapore Police Force, as required by law.

2.3  Can I trade-in any smartphone or tablet or smartwatch?

Trade-in is only applicable to an eligible list of smartphones, tablets and smartwatches. The list of such eligible devices, their trade-in values and /or overtrade bonus are subject to change by Samsung at its discretion from time to time.

2.4  What if I can’t find the brand or model of my current device in the Trade-in Device list? 

Brands / models which are not listed in the Trade-in Device list are not eligible for this Programme.

2.5  Can I trade-in more than one device at a time?

For each Eligible Samsung Device purchased, you are entitled to trade-in only one Eligible Trade-in Device.

2.6  My device is not working or cannot be powered up. Can I trade it in?

If you are unable to power up your device due to technical problems, we will not be able to accept the device.

2.7  I cannot log out of iCloud Access of Google Find My Device. Can I trade it in?

If your device accounts are locked by iCloud Access or Google Find My Device, we will not be able to accept the device.

2.8  My device has some defects. Can I trade it in?

If your Trade-in Device has some defects, you are still able to trade-in.

However, you may not be entitled to the full Trade-in Value of the device. In the event that the courier staff could not proceed with the collection of the old device, you will then either be charged (A) the full value of the Trade-in Value and overtrade bonus (if any) OR (B) the difference between (i) the initial quoted estimated Trade-in Value and (ii) the actual Trade-in Value based on the actual device’s condition value.

 2.9  Will you accept my device for trade-in if it has gone through any hardware or software modification?

No, we do not accept devices that have gone through any form of modification that differs from the original product, such as rooting or jailbreaking.

2.10  Am I eligible for Samsung Online Store’s 14-day return policy on my Eligible Samsung Device if I have participated in Samsung Online Store’s Trade-in Programme?

No, you will not be eligible for Samsung’s online 14-day return policy (“Online Return Policy”) after you have placed your order with the Programme.

The Online Return Policy will also not be applicable should you change your mind after the order has been submitted and you decide not to participate in the Programme OR once your Trade-in Device has been surrendered to CompAsia.

Do note that the Trade-in Device will not be returned to you once your trade-in transaction is completed.

Section 3: About Trade-in Value and Overtrade Bonus

3.1   What is the Trade-in Value of my device?

You can check if your device is eligible for trade-in and its Trade-in Value on Samsung Online Store Buy page. The Trade-in Value quoted by the Trade-in Vendor is only valid at the point of quotation.

Samsung reserves the right to make changes to the list of eligible smartphone, tablet or smartwatch models and its trade-in value on www.samsung.com/sg at any time without prior notice. Trade-in Values listed are only approximate valuations. The actual value of your Trade-in Device will depend on the device’s actual condition.

On the day of collection, before taking in your Trade-in Device, CompAsia will perform a device diagnostics to verify the condition of your Trade-in Device and assess the final Trade-in Value. If there are discrepancies in the actual and declared condition of your Trade-in Device, the courier staff may not proceed with the collection of the old device. You will either be charged (A) the full Trade-in Value and overtrade bonus (if any) OR (B) the difference between (i) the initial estimated Trade-in Value and (ii) the actual Trade-in Value based on the device’s actual condition as assessed by CompAsia.

 3.2  How is the Trade-in Value determined?

The Trade-in Value is determined by the model type and condition of the Trade-in Device, subject to physical assessment done by the Trade-in Vendor at the point of collection.

 3.3  What are the types of defects that will affect my Trade-in Value?

This is the list of defects that will affect the Trade-in Value of your Trade-in Device and its balance Trade-in Value:

• Device screen having cracks / coloured lines / discolouration or coloured hues
• Device has a bloated battery
• Device front or back camera not functioning / black spots on captured images
• Device having more than 2 dents from the front and back of the body, more than 5 scratches each on front screen and back cover, bends, and cracks around the device body

3.4  What is Overtrade Bonus?

Overtrade Bonus is an additional incentive given to customers when customers opts to trade-in an eligible Trade-in Device when they purchase an Eligible Samsung Device. Samsung reserves the right to amend the list of Eligible Samsung Devices & their trade-in values and/or overtrade bonus at any time without prior notice.

Where a customer trades in a smart watch, a fixed overtrade bonus of S$50 will be applied to the transaction, regardless of which Eligible Samsung Device is purchased. For illustration, if a customer purchases a device which is eligible for an overtrade bonus of S$200: 

• Scenario #1: Trade-in of a smart watch

Applicable discounts: $50 overtrade bonus + trade-in value of the smart watch.

• Scenario #2: No trade-in of any devices.

Applicable discounts: No discounts under the Samsung Online Trade-in Programme applicable as there is no traded-in device.

3.5  What are the types of defects / situations that will render my device to not be eligible for trade-in?

This is the list of defects / situations that will render your device to not be eligible for trade-in:

• Device that is damaged (unable to turn on) not functioning
• Device screen not functioning
• Device buttons / slots / sensors (including fingerprint sensor & face ID) do not work
• All accounts (including iCloud/Google/Passcode/Pattern unlocked) cannot be logged out from device.
• Device is stolen.

3.6   What happens if there is a discrepancy between (i) the initial estimated Trade-in Value based on my declared device condition and (ii) the actual Trade-in Value based on the Vendor’s assessment of the device condition?

You will be quoted with an adjusted offer, based on the Trade-in Vendor’s on-site assessment of the condition of your device (“Adjusted Offer”). If you accept the Adjusted Offer, CompAsia will request for the payment of the difference between the initial Trade-in Value and the Adjusted Offer.

You must respond at the point of quotation, or the Adjusted Offer will be deemed declined.

If you decline the Adjusted Offer, your device will be returned and you will be charged for the full Trade-in Value and overtrade bonus (if any) you may have enjoyed as part of the purchase of your Samsung Galaxy device. Samsung and CompAsia shall not be liable for any compensation should there be any discrepancies in the declaration of your device condition.

3.7   Why does the Trade-in Value from the Samsung Online Store differ from that at the Samsung Experience Stores?

Samsung works with separate partners for our Samsung Online Store and Samsung Experience Stores. The trade-in value of your device may differ as the Trade-in Value is determined by our partners, and not determined by Samsung. 

Section 4: Payment

4.1   Under what circumstance will there be a clawback of the Trade-In Value and overtrade bonus (if any) to my credit card?

These are the circumstances where there will be a chargeback of the Trade-in Value and overtrade bonus (if any) to your credit card:

• Unsuccessful trade-in
• Your rejection of the Adjusted Offer and where the trade-in process is not completed with the Trade-in Vendor
• Trade-in Vendor unable to collect your Trade-in Device during a second collection attempt.
• Device IMEI or serial number varies from your declaration and you are unable to surrender the correct Trade-in Device.
• Customer refuses to provide NRIC details to Trade-in Vendor at point of collection
• Device has already been committed for trade-in with other trade-in partners of Samsung (e.g. offline trade-in partner, PC Dreams)
• Device has defects which renders it not eligible for trade-in (please refer to FAQ 3.4 above).
• Device is stolen

Section 5. Trade-in Process

5.1   Do I need to remove screen lock/pin lock from my device?

Yes, you will need to remove all of your device's security locks (password pattern / pin / password / biometrics / Find my mobile / Gmail account / Samsung account / iCloud / Android^TM or Google Smart Lock / Carrier activation locks) prior to handing over your Trade-in Device to the Trade-in Vendor.

Please also delete all personal data in your Trade-in Device prior to handing it over to the Trade-in Vendor. We recommend that you reset your Trade-in Device back to factory default settings. Please ensure you back up your data before resetting your device to factory default settings.

5.2  How do I turn off or remove "Find My iPhone", "Find My iPad", "iCloud", "Gmail", "Google account", "Samsung account" or "Find My Mobile"?

If you require assistance, please contact Samsung Customer Support Centre at 1800-GALAXYS (4252997) from Monday – Friday (Closed on Saturday, Sunday and Public Holidays), 0900hrs to 1800hrs.

Alternatively, please refer to the following links:

• For Samsung devices: https://www.samsung.com/sg/support/mobile-devices/how-to-log-out-from-samsung-smartthings/
• For Apple devices: https://support.apple.com/en-us/HT201351

5.3   How do I find the IMEI number on my device?

The easiest and quickest way to get your 15-digit IMEI number is by dialling *#06# on your device.

Eg: 352003090674381/01 – please omit the "/"and "01".

5.4   I forgot to back-up my data before resetting the Trade-in Device back to factory default settings. Are you able to help retrieve the data?

Unfortunately, once the Trade-in Device is collected, all data in the device will be erased and it would not be possible to retrieve the data. Please ensure that all data is backed up before the device is collected. Samsung and CompAsia are not liable for any data loss, damage or destruction.

5.5   Do I have to remove all accessories from my device (such as screen protector and back cover) for the diagnostic assessment at the point of collection?

Yes, this is to ensure that you get the best value for your device through the diagnostic assessment.

5.6   Should I provide my SIM card and/or accessories (such as screen protector, back cover, MicroSD cards or other storage media) along with my Trade-in Device?

No, you must remove your SIM card and all accessories (including any storage media) before handing in your Trade-in Device to the Trade-in Vendor. If a SIM card or any accessory is still in or attached to your device, it will be destroyed upon receipt. Samsung and CompAsia are not liable for any loss, damage or destruction to your SIM card and/or any accessories (including storage media).

5.7   Do I have to provide my device accessories for the trade-in? (headset, charger, cables, etc.)?

No. All the Trade-in Vendor requires is your Trade-in Device (inclusive of battery and attached accessories such as the S Pen). You do not need to provide the in-box accessories or packaging for trade-in.

5.8   What do you do with my Trade-in Device?

All devices collected by the Trade-in Vendor will undergo a data wipe process to ensure all data stored on the device is deleted.

If your device cannot be economically repaired, it will be recycled in an environmentally responsible way.

Section 6: Collection of Trade-in Devices

6.1   When should I schedule the pick-up appointment for my Trade-in Device? 

You are required to arrange for the Trade-in Device to be collected by CompAsia within three (3) business days of receipt of the Eligible Samsung Device. CompAsia will send you an e-mail and SMS for you to arrange for the collection.

 6.2  What happen if I need to reschedule my collection appointment or change my pick-up address?

Should you need to reschedule or change your pick-up address, please e-mail CompAsia by 10am the day before your appointment:

support-sg@compasia.com

In the event that the pick-up attempt was unsuccessful, please also contact CompAsia at the same e-mail above to schedule another collection date/time.

Please note that if the second collection attempt is also unsuccessful, the trade-in transaction will be rendered void and there will be a clawback of the Trade-In Value and overtrade bonus (if any) to your credit card.

After successful collection of your Trade-in device, an e-mail & SMS confirming your Trade-in will be sent. Please retain your trade-in completion e-mail and SMS for at least one (1) year for records and verification purposes (where required).

6.3   I changed my mind. Can I cancel my trade-in prior to the collection of my Trade-in Device?

No, you will not be able to cancel your trade-in transaction after your order has been processed.

Section 7: Privacy

7.1   Why do I need to provide you with my NRIC details, phone IMEI / serial number, which are my personal data? What do you do with my personal data?

The Programme is subject to second hand dealer laws, which regulate the buying of used personal property. Many of these laws require businesses to collect information about the seller and the purchased product, and report it to law enforcement to reduce crime and recover stolen property. In some instances, to comply with applicable law, the personal information collected may include:

• Full Name
• NRIC/Work Pass No.
• Residential Address
• Contact Number

The Trade-in Vendor also reports certain information about trade-in transactions on a voluntarily basis. Additionally, the Trade-in Vendor may be required to share personal information in response to a valid court order, subpoena, government investigation, or as otherwise required by law. The Trade-in Vendor reserves the right to report, and may be required to report, to law enforcement agencies any activities that is believed to be unlawful. The Trade-in Vendor may share certain information when they believe that such release is reasonably necessary to protect the rights, property and safety of others and themselves.

For more information on our privacy practices, please review the CompAsia Privacy Policy here. For more information on Samsung’s privacy practices, please review the Privacy Policy here.

 7.2  Does the Trade-in Vendor keep my information safe and secure?

Yes. The Trade-in Vendor is required to keep your personal information safe and secure, and to only collect, use and disclose your personal information in accordance with its Privacy Policy here.

All devices will undergo a data wipe process upon trade-in to ensure that all data stored on the devices are deleted.

In the case of SIM cards and/or MicroSD cards being left in the collected devices, the Trade-in Vendor will destroy them upon receipt of devices to protect any personal data.

Section 8:  Contact

8.1   Who should I contact if I need any help?

Please e-mail CompAsia’s Customer Support Centre at support-sg@compasia.com for assistance. 

CompAsia Pte Ltd (“CompAsia”) is committed to protecting and respecting the privacy of individuals who visit InstaCash by CompAsia’s websites (“InstaCash site”), or register to use InstaCash’s services. In order to inform you of its policies and activities with respect to the collection, use and transfer of Personal Data, CompAsia is providing you with an electronic copy of this Privacy Notice (the “Policy”).

This Policy applies to all websites that are owned, licensed or operated by CompAsia Group and/or companies that it controls or being controlled by, directly or indirectly (collectively, “CompAsia”), unless a particular website displays its own privacy policy. When required by local law, the relevant CompAsia entity performs the formalities with the local data protection authorities with respect to the processing of Personal Data. In this Policy, “Personal Data” means information which relates to an individual and which identifies that individual, either directly or indirectly (together with other information that is reasonably likely to come into CompAsia’s possession), such as your name, NRIC, e-mail address, mobile number, residential address, banking details and signature.

Please read the following carefully to understand CompAsia’s views and practices regarding your Personal Data and how CompAsia will treat it. By visiting InstaCash site, downloading the InstaCash app or by subscribing through CompAsia’s products and services, providing information through CompAsia’s relevant forms, you are accepting and consenting to the practices described in this Policy.

1. Collection of Personal Data

When expressing an interest in obtaining information about the services, downloading the InstaCash app or requesting information on services or products, CompAsia may require you to provide personal contact information, such as your name, NRIC, e-mail address, mobile number, residential address, banking details, signature and any other information you submit to CompAsia to or through the services. Providing Personal Data to CompAsia is voluntary. However, if you do not provide Personal Data to CompAsia, you will not be able to benefit from some of the functionalities offered by the InstaCash site and CompAsia’s marketing department, such as communication, downloading of InstaCash app and enrolling/subscribing in other products/programmes offered by CompAsia. The information about you consists of the information that you furnish on InstaCash site or by corresponding with CompAsia by phone, e-mail or otherwise. It includes information you provide when you register and download the InstaCash app, subscribe to CompAsia’s services, or other social media functions on website, enter into promotion or survey Information CompAsia collects from you. CompAsia may also receive Personal Data from other sources, including third parties (for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies), and combine this information with the Personal Data CompAsia already had about you. This helps CompAsia to update, expand and analyse CompAsia records, identify new customers, and create more tailored advertising to provide products and services that may be of interest to you.

2. Purposes and Use of Personal Data / How CompAsia Use Your Personal Information

The purposes, for which your Personal Data is collected, are described below, along with a brief description of how your Personal Data may be handled in each case. Information you give to CompAsia will be used as follows:

• To carry out the functionalities upon downloading the InstaCash app;

• To carry out CompAsia’s obligations to provide you with the information, products and services that you request from CompAsia;

• To provide you with information about other products, programmes and/or services CompAsia offers that may accommodate to your need as enquired about;

• To provide you, or permit selected third parties to provide you, with information about other products, programmes and/or services that may interest you. If you are an existing customer, CompAsia will only contact you by electronic means (e-mail) with information about products, programmes and/or services similar to those which were the subject of a previous programmes or negotiations of a subscription/sale to you. If you are a new customer, and where CompAsia permits selected third parties to use your data, CompAsia (or the permitted selected third parties) will contact you by electronic means only if you have consented to this. If you do not want CompAsia to use your data in this manner or to disseminate your details to permitted third parties for marketing purposes, you may contact CompAsia via e-mail;

• To notify you about changes to CompAsia services. Information CompAsia collects about you will be used as follows:

o   To administer InstaCash site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;

o    To allow you to participate in interactive features of InstaCash app and/or CompAsia services, when you choose to do so;

o    As part of CompAsia’s efforts to keep the InstaCash site safe and secure;

o    To measure or understand the effectiveness of advertising CompAsia serves to you and to deliver relevant advertising to you;

o    To make suggestions and recommendations to you about services, products or programmes that may interest you.

3. Disclosure of your Information

CompAsia may place all or parts of its files onto a secure computer network and with restricted access to Personal Data. Your Personal Data will be kept confidentially but unless it is within the ambit of permitted disclosures under the prevailing laws/guidelines and/or you have consented to such disclosure, CompAsia may disclose, disseminate and/or transfer your Personal Data to the following data users within CompAsia for specific and legitimate purposes:

• Other departments, entities and/or units within CompAsia, our affiliates in and outside Malaysia;

• Professional advisors including advocates and solicitors, auditors, rating agencies, trustees, insurers & brokers on a need to know basis for the purposes of providing their services/advices to us;

• Licensees, vendors/suppliers, service providers or parties as appointed and authorized by CompAsia;

• Analytics and search engine providers that assist CompAsia in the improvement and optimization of InstaCash site, subject to such third party complying with applicable data protection laws and regulations;

• Any specified bureau used to process internal corporate data, providing secure processing facilities and data access in line with statutory provisions; and

• Regulatory, government bodies or other authorities if required or authorised to do so to discharge any regulatory function under any law or in relation to any order or judgment of a court.

4. Storage of Personal Data

By submitting your Personal Data, you agree to the transfer, storing or processing of the same. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Policy and applicable data privacy laws and regulations. CompAsia may retain your information for a period of time consistent with the original purpose of collection. CompAsia also may retain your information during the period of time needed for CompAsia to pursue its legitimate business interests, conduct audits, comply with CompAsia legal obligations, resolve disputes and enforce its agreements. CompAsia may collect information regarding customer activities on InstaCash site and from CompAsia’s other products, programmes and/or services.

5. Your Rights

You have the right to access, review, correct, erase or otherwise modify any of the information or Personal Data that you have previously provided to us. You have the right to request to remove your Personal Data from InstaCash site systems by exercising this right at any time by contacting us at below e-mail: support-sg@compasia.com.

6. Data Security

CompAsia uses various technological and procedural security measures in order to protect the Personal Data we collect, use or transfer from loss, misuse, alteration or destruction. All information you provide to CompAsia is stored on our secure servers. Where CompAsia has given you (or where you have chosen) a password which enables you to access certain parts of InstaCash site, you are responsible for keeping this password confidential. Unfortunately, the transmission of information via the internet is not completely secure. Although CompAsia will do its best to protect your personal data, CompAsia is not able to guarantee the security of your data transmitted to InstaCash site; any transmission is at your own risk. Once CompAsia received your information, CompAsia will use strict procedures and security features to try to prevent unauthorized access.

7. Modifications or Updates

CompAsia reserves the right to update the Policy at any time and without notice. You will be automatically bound by these modifications when you use the InstaCash site, and should periodically read the Policy.

8. Privacy Queries

If you have any questions or concerns about CompAsia’s Privacy Policy or processing of your personal data, you can contact CompAsia, visit our InstaCash site or send an e-mail to: instacashsg@compasia.com