UK consumers hesitant on refurbished and used phone, survey reveals

Knowledge gap and consumer hesitation

The survey uncovered a major knowledge gap, with seven out of 10 consumers unsure of which networks offer refurbished phones. Despite the growing presence of these devices, the market faces an uphill battle in gaining trust. When asked about the likelihood of choosing a refurbished phone, half of the respondents said they were unlikely to consider it as their next mobile purchase. Only 22% found it a likely option.

The appeal of cost savings and sustainability

For the 22% considering a refurbished phone, cost savings were the top motivator, with 71% citing value for money as the primary advantage. Environmental benefits also ranked highly, influencing 51% of potential buyers. Other important factors included confidence in testing and quality assurances (43%), warranties (41%), and the belief that refurbished phones can match the quality of new devices (36%).

Quality and reliability concerns dominate

Among those unlikely to buy refurbished, quality concerns were the biggest barrier. Almost half (48%) feared a shorter lifespan, while 41% questioned the reliability of refurbished phones. Other concerns included doubts about performance (37%), perceived insufficient price reductions (31%), and worries about minor physical defects like scratches (26%). Security and privacy fears were raised by 23% of respondents, while a quarter simply didn’t see the need to buy a refurbished device.

The future of used phones

Despite some openness, only 17% of respondents believe they are likely to purchase a refurbished phone in the future, with 53% saying it’s unlikely. This points to the challenges that sellers and networks face in building consumer trust in the refurbished phone market.

Conclusion

Improved consumer education, clearer warranties, and better guarantees could help overcome these barriers and increase the adoption of used handsets in the UK, but surely also in other regions.