Warranty Policy
We've Got You Covered
Dear Valued Customer,
We're Here to Help: Our customer service team is standing by to answer any questions and ensure your mobile experience remains excellent throughout this transition.
Your satisfaction is our priority, and we're committed to making this warranty process as smooth as possible for you.
At MyMobile, we stand behind the quality of our products with confidence, offering a comprehensive warranty included in the standard purchase price. Here's an in-depth look at what our warranty entails:
Coverage
Australia-wide Warranty: Every product purchased from MyMobile comes with a warranty covering defects in materials and workmanship for a period listed below from the date of purchase. This warranty extends across Australia, ensuring our customers receive reliable support no matter where they are located.
Second-Hand Devices: For those opting for second-hand devices, rest assured they are backed by a 6-month warranty. We understand the importance of providing assurance even with pre-owned products, ensuring your satisfaction and peace of mind.
Australian Stock Devices: Devices sourced from Australian stock enjoy an extended warranty period of 24 months. We prioritize quality and reliability with locally sourced products, offering an additional level of assurance for our customers.
Imported Devices: Imported devices come with a 12-month warranty, providing adequate coverage for products sourced internationally. While these devices offer the same level of functionality and performance, our warranty ensures your investment is protected against unforeseen issues. Please refer to the Network Compatibility section below for important information about carrier acceptance of imported handsets.
Repair Centers in Australia: MyMobile operates a repair center in Brisbane city, making it convenient for customers to access repair services when needed. Whether you're in Sydney, Melbourne, or elsewhere, our service center ensures prompt and reliable assistance.
Assessment and Repair Guarantee: We guarantee assessments within 5 days of receipt, often completing them in even less time. For repairs, we aim to have your device back to you within 30 working days, with most repairs completed in under a week. In the rare event that we're unable to repair your device, we'll provide a replacement phone to minimize any inconvenience.
Return Postage Included: To streamline the warranty process, we cover the cost of return postage for items being sent back to us for repair or replacement. This service is available for customers within Australia, ensuring a hassle-free experience when seeking warranty support.
Detailed Warranty Period: Our warranty period begins upon receipt by the first end-user and varies depending on the component of the device. For example, the mobile device itself is covered for the specified period, while consumable parts and accessories have their respective warranty durations.
Transparency and Accountability: At MyMobile, we believe in transparency and accountability throughout the warranty process. We provide clear guidelines on warranty coverage, repair procedures, and customer responsibilities to ensure a smooth and fair experience for all parties involved.
Continued Commitment to Quality: Beyond the warranty period, MyMobile remains committed to delivering high-quality products and exceptional customer service. While our warranty provides coverage for specified defects and issues, we strive to exceed expectations in all aspects of our business to earn your trust and loyalty.
In summary, MyMobile's extended warranty offers comprehensive coverage, prompt service, and ongoing support to ensure your satisfaction and peace of mind with every purchase. We stand behind the quality of our products and are dedicated to providing a positive experience for all our customers, regardless of the device type selected.
Network Compatibility and Carrier Acceptance (Imported Devices)
Imported devices sold by MyMobile are fully capable of making emergency calls to Triple Zero (000) and operate on Australian network frequencies. However, Australian mobile carriers may require manufacturers to provide IMEI certification confirming compliance with the Australian Emergency Call Service Determination. Some overseas manufacturers do not provide this certification for the relatively small Australian market.
As a result, certain carriers — currently Vodafone and TPG in particular — may block or restrict service to imported handsets whose IMEI is not on their approved list. Telstra and Optus (and their respective MVNO resellers) generally accept these devices, but acceptance is at each carrier's discretion and may change without notice.
Carrier acceptance, IMEI whitelisting, and network registration are outside MyMobile's control and are not covered under this warranty. A device being blocked or restricted by a carrier is not a defect in the device itself and does not entitle the customer to a repair, replacement, or refund under this warranty.
We strongly recommend customers confirm compatibility with their intended carrier before purchase. For imported handsets, we suggest using a Telstra or Optus based service (including their MVNO resellers such as Boost, Belong, Aldi Mobile, Amaysim and others). Customers who require a Vodafone or TPG service should consider one of our Australian Stock devices instead, which include full carrier certification.
Important Information
Regarding warranty provisions, the Warranty Period will adhere to legal constraints and will not be extended, renewed, or transferable with subsequent resale, repair, or replacement of the item, unless sold through an authorized MyMobile wholesale channel. Repaired parts will be warranted for the remainder of the original Warranty Period or for sixty (60) days from the date of repair, whichever is longer.
If a replacement handset is offered, every effort will be made to provide a handset of the same make and model. In cases where an exact replacement is not feasible, MyMobile reserves the right to replace the item with a functionally equivalent model at its discretion. Should the original product be unavailable, a similar product up to the same value may be provided, determined by the last retail price of MyMobile prior to the replacement. It's important to note that replacements are not redeemable for cash, and the warranty from the original item will transfer to the replacement. This warranty cannot be extended or renewed in any manner and will expire on the same date as the original warranty item's expiration.
Regarding shipping, we do not accept liability for any shipping costs to or from non-Australian or New Zealand locations. Furthermore, we do not assume responsibility for any loss or damages that may occur during the transit of sent items or any tax-related fees for international shipments.
Upon receiving authorization with an RMA code, customers are expected to return the item or the affected part (if applicable) to the nominated Care Centre or MyMobile designated service location before the Warranty Period expires.
When making a Limited Warranty claim, customers may be required to present the item (or affected part), the original proof of purchase, which should be legible and unmodified, indicating the seller's name and address, purchase date and location, and the product type, as well as the IMEI or other serial number. It's important to note that this Limited Warranty only extends to the original, first end-user of the item and is not assignable or transferable to any subsequent purchaser. Lack of proof of purchase may hinder your ability to demonstrate contracting party status. Subsequent purchasers are encouraged to seek clarification of their rights from the ACCC.
Additionally, it's important to note that this Limited Warranty does not cover user manuals or any third-party software, settings, content, data, or links, whether included or downloaded during installation, assembly, shipping, or at any other point in the delivery chain.
To the extent permitted by applicable law, the repairer does not warrant that any manufacturer's software will meet your requirements, work in combination with any hardware or software applications provided by a third party, or that the operation of the software will be uninterrupted or error-free.
Exclusions from Warranty Coverage
Furthermore, the warranty does not extend to normal wear and tear (including wear and tear of camera lenses, batteries, or displays), transport costs (unless specified in the warranty option), defects caused by rough handling, misuse of the item, or any other acts beyond the reasonable control of MyMobile.
Dead or Stuck Pixels: Due to the nature of LCD, OLED and AMOLED display manufacturing, a small number of dead, stuck or discoloured pixels may occur and is considered within normal industry tolerance. A warranty claim for dead pixels will only be considered where the device displays more than five (5) dead pixels on the screen. Devices with five (5) or fewer dead pixels are deemed to be within acceptable manufacturing standards and are not eligible for warranty repair or replacement under this clause. Customers may be required to submit clear photographic or video evidence of the affected pixels as part of any claim.
This Limited Warranty also excludes defects or alleged defects where the item was used with, or connected to, products, accessories, software, and/or services not manufactured, supplied, or authorized by MyMobile, or was used otherwise than for its intended use. Additionally, defects caused by viruses from unauthorized access to services, accounts, computer systems, or networks are not covered.
Defects where the battery has been short-circuited or where the seals of the battery enclosure or cells are broken and show evidence of tampering are also excluded from this warranty. Similarly, defects where the battery has been used in items other than those for which it has been specified are not covered.
This Limited Warranty does not apply if the item has been opened, modified, or repaired by anyone other than an authorized service center, or if it is repaired using unauthorized spare parts. Additionally, it does not apply if the item's serial number, mobile accessory date code, or IMEI number has been altered or made illegible in any way.
Furthermore, the warranty does not apply if the item has been exposed to moisture, dampness, extreme thermal or environmental conditions, corrosion, oxidation, spillage of food or liquid, or influence from chemical products.
Lastly, the use of non-standard subscriber identity modules (SIMs) immediately voids all warranty offered with the handset. This includes copied SIMs, dual or multi-SIM modules, SIM adapters/carriers, or the use of a micro-SIM in a standard-sized SIM slot.
