Warranty, returns and refunds policy

Changed your mind? Bring it back within 7 days for a full refund. You do not need to give a reason.

Something not working? Tell us. We repair it free for a full 12 months.

Worried we cannot fix it? Then we sort it out another way. You will not be left holding a broken phone.

Faulty in the first month? Your call. We repair it, or you take a full refund.

Your three windows

What you are entitled to depends on how long you have had the device.

Section 1

A few words we use

Section 2

What the warranty gives you

2.1 Every Device comes with a free 12-month CarousellMOBILE warranty from the Purchase Date, covering Functional Defects. There is nothing to register and nothing to pay.

2.2 You can make up to two warranty claims within those 12 months. Section 9 explains how that works.

2.3 The warranty belongs to the original buyer and cannot be transferred to someone else. If you sell the Device or pass it on, the warranty ends at that point and the new owner cannot claim under it.

2.4 To make a claim, bring us the Device and your Proof of Purchase. That is all. Your Proof of Purchase needs to show the order ID and the date of purchase, so there is no dispute about which order we are dealing with. We match it against our own sales record, which identifies the exact unit we sold you, and we check that against the Device you hand over. Please keep your receipt or order confirmation, because we cannot process a claim without it.

2.5 If we repair your Device, the warranty carries on for the rest of the original 12 months. It does not start again. Replacements are covered in section 8.

Section 3

What is covered, and what is not

3.1 We cover faults that develop on their own. If the screen, touch response, power, charging, cameras, speakers, microphone, buttons, sensors, connectivity or biometrics stop working properly through no fault of yours, that is a Functional Defect and we repair it free. That includes dead pixels and touch dead zones that appear on their own.

3.2 We do not cover damage. That means drops, impact, cracks and bends, liquid or corrosion damage, misuse, unauthorised modification such as rooting or jailbreaking, use of non-approved chargers, and any sign that someone other than us has opened or repaired the Device.

3.3 Screens damaged by pressure count as damage, not as a fault. Dead pixels, blotches or discoloured patches that show signs of sustained pressure on the screen are treated as physical damage and are not covered. The usual cause is the phone being carried in a tight pocket or a packed bag, which presses on the panel. Our technician will show you what we found. Where there is no sign of pressure or impact, the fault is covered under 3.1 in the normal way.

3.4 We also do not cover normal wear. Every Device we sell has battery health of at least 80%, checked and recorded before it reaches you, and battery capacity falls gradually on every used phone. That gradual decline is not a fault. A battery that fails outright, meaning it will not charge, swells, or shuts down at normal charge levels, is covered. Cosmetic condition is not covered either.

3.5 Anything we told you about before you bought is not covered. Some of our devices are listed or sold with a known issue, cosmetic or functional, and priced accordingly. Where a condition was disclosed to you at the point of sale, putting it right is not part of this warranty.

3.6 Beyond that, the warranty does not extend to software problems caused by your own setup, apps or operating system updates, to cables, adapters, cases and screen protectors beyond their own stated cover, to loss or theft, to a device blacklisted through your own telco account, or to a Device whose serial number has been altered or removed.

Section 4

How we decide whether something is faulty, and what we repair with

4.1 A CarousellMOBILE technician makes that call, using manufacturer-approved diagnostic tools where they exist for your model.

4.2 We do not accept reports from third-party apps, websites or other repair shops as proof of a fault, of battery condition, or of where a component came from. That includes screenshots and printouts. If you think something is wrong, bring the Device in and we will test it properly.

4.3 Where a repair needs a part replaced, we do not promise that the part will be a manufacturer-original one. We repair using new or previously used parts that are equivalent to new in performance and reliability, meeting or exceeding original specification, and that do not affect how your Device functions. If a part we fit turns out to affect the way the Device works, that is a fault and we will put it right under this warranty.

4.4 Because parts may not be manufacturer-original, whether fitted by us or before we acquired the Device, your phone may show a manufacturer notice about a non-original or unverified part. That notice tells you where a part came from. It does not mean anything is broken, and on its own it is not grounds for a claim, return, replacement or refund.

4.5 Water and dust resistance cannot be guaranteed on any device that has been opened before, by us or by anyone else. Please treat every Device as not water-resistant.

4.6 If you want to question whether a part in your Device is manufacturer-original, raise it within the first 30 days of the Purchase Date. We will check it and tell you what we find. Concerns about where a part came from that are raised after the first 30 days are not covered by this warranty.

4.7 If our assessment differs from yours, we will put our findings in writing. Our assessment of a claim is final, subject to your legal rights set out at the end of this page.

Section 5

Check your device when you get it

5.1 Have a proper look at the Device when you collect it or when it arrives.

5.2 Tell us within 48 hours if the cosmetic condition, model, storage, colour or accessories do not match what you ordered. After 48 hours we treat the Device as accepted as delivered.

5.3 Functional Defects are handled separately under sections 6 to 8, so the 48-hour window does not apply to them.

Section 6

Changed your mind? 7 days

6.1 Within 7 calendar days of the Purchase Date you can return a Device for a full refund, for any reason at all.

6.2 We just need it back:

• In the same cosmetic condition it left us in, with no new marks, scratches, dents or damage
• With every accessory and free gift that came with it
• With battery health within 2 percentage points of the figure we recorded before sale
• Factory reset, with all Account Locks removed and SIM and memory cards taken out

6.3 We cannot take back a Device showing physical damage, liquid exposure, an active Account Lock, or signs of repair by someone other than us.

6.4 This is something we offer on top of your legal rights, so there are fair-use limits. You get one change-of-mind return in any 12-month period. A second one in the same period may be settled by exchange rather than a cash refund. On a third, we will withdraw the option, and we may decline future sales. We look at your record across our stores, our website and our Carousell store together.

6.5 You can exchange instead, within the same 7 days. A used Device can only be exchanged for another used Device. If the one you want costs less, we do not refund the difference. If it costs more, you top up.

Section 7

Faulty in the first 30 days? Your choice

7.1 If our technician confirms a Functional Defect within 30 calendar days of the Purchase Date, you decide what happens:

• Free repair under section 8, or
• A full refund.

7.2 For the refund, the Device needs to meet the return conditions in 6.2, and the fault needs to be confirmed under section 4. Cosmetic issues, normal battery decline and non-original part notices do not qualify.

7.3 This refund option is available once per customer in any 12-month period. After that, faults are handled under section 8.

Section 8

Faulty after day 30? We repair it

8.1 From day 31, the remedy is repair. You bring us the Device, we diagnose it, and we fix it free of charge. That is what happens in almost every case.

8.2 Replacement and refund are not options you can choose in this period. They only come into play if we determine, after inspecting the Device, that it is beyond repair. A Device is beyond repair if the parts are not obtainable in the timeframes in section 11, if our technician finds the fault cannot be permanently fixed, if the repair is not economic, or if the same fault comes back after we have already repaired it. That assessment is ours to make.

8.3 Where we determine a Device is beyond repair, we will then offer you either a replacement or a refund, and we decide which. What you are guaranteed is that you get one of the two, so you are never left holding a device we cannot fix. What you are not entitled to is to pick between them.

8.4 A refund after the first 30 days is not something we promise. It is a step we take at our own discretion, and only where repair and replacement are both not possible, for example when no equivalent unit is available or you turn down the alternative we offer. Please do not treat it as an available option, because it is not.

If we refund you after the first 30 days

8.5 The amount depends on how long you have had the Device. For the first 6 months from your Purchase Date, we refund the full price you paid. From month 7 onwards, we apply a reasonable deduction for the use you have had of the Device, which is what the law allows us to do. We will tell you the exact amount in writing before we process anything.

If we replace your device

8.6 A replacement will be the same model with the same storage, or better. If we cannot source that, we may offer you a different Device of equivalent value, and it is up to you whether to accept it. If you turn it down, we refund you instead under 8.5.

8.7 The warranty on a replacement runs for whatever is left of your original 12 months, or 30 days from the day we hand it over, whichever is longer. It does not restart at 12 months.

8.8 Your claim allowance under section 9 carries over to the replacement rather than resetting, and the replacement itself counts as one claim.

8.9 At handover we record the replacement's details on a signed note linked to your original order. That becomes the reference for anything that happens later.

8.10 If the replacement develops a fault within 30 days, we go straight to a refund rather than swapping it again.

Section 9

How many claims you get

9.1 Each purchase includes a maximum of two warranty claims within the 12-month warranty period. The allowance belongs to your order and follows the Device through any replacement.

9.2 The same fault coming back after a repair does not count as a second claim. We treat that as a repair that did not work, which takes us to section 8.2. In practice that means a genuinely faulty device gets sorted out well before you run out of claims.

9.3 Once two claims for separate faults are used, the free warranty is exhausted for that Device. We can still repair anything else at parts cost as a goodwill service.

Section 10

Account locks

10.1 We cannot accept a Device that is still locked to your account, for return, exchange, replacement or refund, and no refund goes out until the lock is confirmed removed. This protects you as much as us: a locked device cannot be reset or resold by anyone.

10.2 If your Device will not switch on, you can still remove the lock remotely. Sign in to the relevant account (iCloud, Google or Samsung) on any other device and remove this one from the account.

10.3 If that is not possible, we may carry out a temporary repair at our cost, purely so you can sign out. That is a diagnostic step to help you, not the warranty remedy, and it does not change whether the Device is repairable.

10.4 Time spent waiting for a lock to be cleared does not count towards our repair turnaround, and does not extend the 7-day or 30-day windows.

Section 11

How to claim, and how long it takes

11.1 Tell us within 3 calendar days of noticing a suspected fault. We may decline claims for faults that were clearly there much earlier.

11.2 Bring the Device and your Proof of Purchase to any CarousellMOBILE store, or message us on WhatsApp at +65 8992 3060 to arrange collection.

11.3 Once we have the Device and any Account Lock is cleared:

11.4 Refunds go back to the original payment method only, within 7 to 14 working days. We cannot refund to a different card, account or person.

11.5 If something is not right and the store has not sorted it out, message us on WhatsApp at +65 8992 3060 and we will come back to you within 2 working days.

If you send the device to us instead of bringing it in

11.6 Before it leaves you, please photograph the Device before you wrap it, and again once it is packed, and send us both photos on WhatsApp. Pack it securely, use a box where you can, and switch the Device off before you seal the parcel. Those photos are what lets us tell a fault apart from damage that happened in transit, so we cannot process a shipped claim without them.

11.7 Where you arrange the shipping yourself, the Device stays your responsibility until it reaches us, and we cannot take responsibility for loss or damage in transit. Where we arrange the collection, it is on us from the moment our courier takes it.

Section 12

Fair use

12.1 We keep a record of every device we sell and every claim we handle, including serial numbers, IMEI numbers and claim history.

12.2 We may decline service, withdraw the optional parts of this policy, or decline future sales where we see repeated change-of-mind returns, repeated claims that turn out to be accidental damage, missing or substituted internal parts, altered serial numbers, or a payment chargeback raised while a claim or return is still open.

12.3 We may reject any claim or return we assess as fraudulent or unreasonable.

12.4 Raising a chargeback while a claim or return is in progress cancels the discretionary parts of this policy. If there is a problem, talk to us first. We would much rather fix it.