Smart Upgrade – Process in the 24th month
This is where you’ll find all the information and instructions you need to complete the trade-in process for your Sunrise Smart Upgrade.
1. General information about the trade-in process
With Smart Upgrade you can decide in the 24th month of your device plan whether to keep your smartphone or return it to us.
In the 24th month, we’ll send you notifications by SMS/email containing all the information and instructions you need.
Whichever option you choose, you can buy another new smartphone with Smart Upgrade and a discount of up to 25%.
For more information on Smart Upgrade, please take a look at the fact sheet:
2. Your current (old) smartphone
With your current smartphone, you have the following options:
Option 1 – Return the smartphone
If its condition is «Good», you can simply return your device to us and you won’t have to pay the remaining balance.
If its condition is «Damaged», we’ll charge you some of the remaining balance.
If its condition is «Broken», we’ll charge you the full remaining balance.
Option 2 – Keep the smartphone
We’ll charge you the remaining balance regardless of the device's condition.
Good to know
The remaining balance is equivalent to the initial Smart Upgrade discount.
If the remaining balance is charged, you can choose whether to pay it all in one go or in 12 monthly installments.
For more information on assessing the device's condition, please visit the Smart Upgrade support page.
Our tip
If you have Flex Upgrade or Smart Protect device insurance, use it to repair any damage before you return your device.
Alternatively, Flex Upgrade gives you the option of exchanging your damaged device for a new smartphone.
If your device isn’t insured, you can check whether your household insurance will cover the repair costs.
3. Your new smartphone
Whether you choose to return or keep your old smartphone, you can buy another new smartphone with Smart Upgrade and a discount of up to 25% once the device plan expires or at any later date.
This means you can buy the latest smartphone with a discount of up to 25% every two years provided you return your old smartphone each time.
You’re under no obligation to buy a new smartphone.
4. Questions and answers
This is where you’ll find answers to any other questions about the Smart Upgrade process:
In the 24th month, we’ll send you an SMS/email containing all the information and instructions you need to know to start the process.
Order a new smartphone using the Smart Upgrade process.
You’ll receive your new smartphone by post together with a prepaid return package.
Return your current smartphone in the prepaid return package within 14 days of receiving the new one. Alternatively, you can also hand it in at a Sunrise shop.
We’ll check the condition of the old smartphone and then tell you the valuation and any further steps you need to take.
If you’ve decided to return your old smartphone, once the 24th month has passed you’ll receive a prepaid return package by post.
Return your current smartphone in the prepaid return package within 14 days of receiving the new one. Alternatively, you can also hand it in at a Sunrise shop.
We’ll check the condition of the old smartphone and then tell you the valuation and any further steps you need to take.
Order a new smartphone using the Smart Upgrade process.
The existing device plan will be cancelled and we’ll bill you the remaining balance for the old smartphone.
If you’ve already received a return package, you can ignore it.
If you’ve decided to keep your old smartphone, we’ll bill you the remaining balance.
You can choose whether to pay the remaining balance all in one go or in 12 monthly installments.
If you want to return your old smartphone, you should evaluate it yourself within the Smart Upgrade process to determine whether its condition is «Good», «Damaged» or «Broken».
We’ll also check its condition in the laboratory and send you an SMS/email to let you know our rating and any further steps that may be required.
In this case, we’ll let you know and tell you the remaining balance that’s due.
You’ll then have 14 days to decide whether to return the device under these terms or to keep it.
If we don’t hear from you, we’ll send your old smartphone back to you and bill you the remaining balance.
Tip: You can also sell your old smartphone back to us at any time after this with Sunrise Buyback.
How to prepare your device to be returned:
Deactivate the manufacturer’s lock
Deactivate «Find My» (iOS) or «Find My Device» (Android). If this feature isn’t deactivated, we’ll have to return the device to you.Back up your data
Create a backup of your personal data, photos and apps.Reset the device to factory settings
Delete all your personal data from the device and reset it to factory settings.Remove the SIM
Remove your physical SIM card or transfer your eSIM to your new device.
Your old smartphone will be refurbished to maximise its lifespan and make sure it continues to be used.
Ideally, your smartphone will be used by its next owner for another three years. This will give it a total useful life of five years.
If your device is broken, it will be recycled in Switzerland to minimise waste.
Once the 24th month passes, you’ll be billed the remaining balance over 12 months.
During these 12 months, you still have the option of switching to a new device at any time and paying the remaining balance all in one go.
If you have placed your upgrade order, the payment for your old device will be stopped. You can continue using your old device until your new device is delivered. After the delivery of your new device, you have 14 days to return the old device.