Selling a broken laptop: what to tell the buyer

Identify the machine even if it will not start

Look for the model label on the underside, original box or purchase record. Include the full code rather than just the brand: two laptops with similar names can have very different processors and graphics. If you recorded the CPU, GPU, RAM or SSD capacity before the fault appeared, add those details.

Say when the information is uncertain. For example, explain that the purchase receipt lists the original specification but you later upgraded the SSD. Do not open a damaged laptop just to answer a form question. The team can start with what you know.

Describe symptoms instead of guessing the repair

Useful descriptions include whether any lights appear, whether fans run, whether the screen displays an image, and whether the fault occurs all the time or intermittently. Explain a cracked screen, missing key, damaged port or battery problem separately from cosmetic wear.

Include relevant history: liquid exposure, a drop, previous repair, a replaced component or a fault that appeared after an upgrade. If a repair business has provided a diagnosis, distinguish that from your own observations. Clear photographs of external damage can help explain an issue without promising that it will be a simple repair.

List the charger and other included parts

Tell us whether you have the original charger, a replacement adapter or no charger. State any known charging problem and any missing storage, covers or accessories. An incomplete laptop needs a different assessment from a complete machine with one damaged component.

For a high-spec or gaming laptop, give the exact graphics model if available. Do not assume that a powerful original specification cancels out the effect of a serious fault. Resale potential, repair practicality and condition need to be considered together.

Explain the data situation before handover

If the laptop starts, back up and check what you need before following the manufacturer's preparation process. Address personal accounts, activation locks or company management with the appropriate owner or authorised IT team.

If it does not start, tell EXE whether data remains on the storage and whether it needs specialist handling. Avoid promising that a broken machine has been erased when you cannot verify that. The preparation guide explains what to record and when to agree a data-handling plan first.

Ask for consideration, then agree the next step

Choose Faulty / damaged in EXE's free, no-obligation enquiry and describe the issue. Some faulty devices can be considered for an offer; acceptance and value depend on the actual machine. The assessment is manual rather than an automatic price for every broken laptop.

Agree a Redhill appointment or UK post-in before moving the device. Mention damaged batteries or other unusual problems before discussing packing or transport. Collection for eligible higher-value items is confirmed individually. Payment follows inspection and agreement of the offer, by bank transfer.

If the laptop is unsuitable for purchase or reuse, ask about the available route before sending it. You can also use Recycle Your Electricals to find an appropriate electrical recycling point and check what it accepts.