Warranty

 


All devices come with our 12 month warranty MobiCare 12, which is included in the standard purchase price. This warranty is serviced by our warranty partner, Australian Warranty Services. For more information or to make a claim, please visit www.aussiewarranty.com.au or call 1300 582 507.

It is possible to upgrade your standard warranty to MobiCare Silver, Gold or Platinum at the time of purchase.  The details of each warranty offering are outlined below. 

MobiCare 12

  • 12 month Australia-wide warranty.
  • DOA replacement within the first 48 hours.
  • Equivalent to manufacturer’s warranty from such companies as Nokia, Sony Ericsson and HTC.
  • Repair centres in various locations.
  • Assessment Guarantee: within 48 hours of receipt, generally 24 hours or less.
  • Repair Guarantee: within 30 working days of receipt, generally less than 7 days, and replacement phone offered if unable to repair within guaranteed timeframe. Within 60 days for photography products.
  • Return postage to return the item to you is included.

MobiCare Silver

  • MOBICARE 12 plus:
    • Express repair service where possible.
    • Courier pick up of faulty device.
    • Loan handset available for duration of repair (phones only).

MobiCare Gold 

  • MOBICARE 12, extended to 24 month Australia-wide warranty.

MobiCare Platinum 

  • MOBICARE GOLD plus:
    • Express repair service where possible.
    • Courier pick up of faulty device.
    • Loan handset available for duration of repair (phones only).

Refurbished Warranty

  • All Refurbished devices come with a 'Like for Like' 6 month replacement warranty
  • DOA Replacement with a new refurbished item.
  • Assessment Guarantee within 48hrs, normally 24hrs.
  • Like for Like. If we can't repair we replace a new refurbished item.
  • Repair Guarantee, 30 working days, 60 days for photography products.
  • Return Postage included on repair and replacement.
  • Manufacturer's Equivalent warranty protects to the same degree as original manufacturer (Samsung, Sony, etc).

What is the warranty duration?
The Warranty Period of the item starts at time of receipt by the first end user. The item may consist of several different parts, covered by different Warranty Periods.

Different Warranty Periods include: twelve (12) months for the mobile device, other than consumable parts and accessories, this period is extended to 24 months for Gold and Platinum warranty purchases; six (6) months for consumable parts and accessories, including batteries, chargers, desk stands, headsets, cables and covers, and; ninety (90) days for the media on which any software is provided, for example CD-rom or memory card.

As far as law permits, the Warranty Period will not be extended, renewed, or transferable with subsequent resale, repair or replacement of the item, unless sold through an authorised MobiCity wholesale channel .Repaired parts will be warranted for the remainder of the original Warranty Period, or for the thirty (30 working days) from the date of repair, whichever is longer.

Please Note: 
This Limited Warranty is in addition to, and does not affect your legal (statutory) rights under applicable national laws relating to the sale of consumer products. MobiCity provides this Limited Warranty through Australian Warranty Services to products sold by MobiCity.

During the Warranty Period, MobiCity (or a MobiCity-authorised service company) may remedy defects in materials, design and workmanship, free of charge and within a timeframe they consider reasonable. MobiCity may also, at its sole discretion, deem it necessary to replace the item in accordance with the Limited Warranty. This Limited Warranty is only valid and enforceable in the country where you have purchased the item, provided that it is intended for sale in that country.

In some cases a single issue may be complex or have unintended repeat or ongoing issues. If a repaired item experiences the same issue or a related issue as the original issue, MobiCity reserves the right to perform further corrective repairs, configuration or software changes to correct the issue.

Replacement items
If a replacement handset is offered it will be of the same make and model where possible. If it is not possible to replace your item with the same make and model, MobiCity reserves the right to replace the item with a functionally equivalent item at its sole discretion.  In the case of the product no longer being available, we may choose to replace it with a similar product up to the same value. This value are determined by the last MobiCity retail price prior to the time of replacement. The replacement is not redeemable for cash. The warranty from the original item will transfer to the item that has been provided as the replacement.  It is not possible to extend or renew this warranty in any way.  The warranty period is not extended and will expire on the same date as the original warranty item's warranty expiration date.

How do I make a claim under the warranty scheme? 
If you wish to make a claim under the Limited Warranty please complete a claim form through our warranty partner at www.aussiewarranty.com.au

Once you have been authorised with an RMA code you may return the item or the affected part (if it is not the entire handset) to the nominated Australian Warranty Services Care Centre or MobiCity designated service location. You must return your item or the affected part before the lessor of the expiry of the Warranty Period or within 14 days.

When making a Limited Warranty claim you may be required to present:

  • the item (or affected part)
  • the legible and unmodified original proof of purchase, which clearly indicates the name and address of the seller, the date and place of purchase, the product type and
  • the IMEI or other serial number

This Limited Warranty extends only to the original first end user of the item and is not assignable or transferable to any subsequent purchaser. If you have no proof of purchase you cannot demonstrate that you are a contracting party. If you are a subsequent purchaser you can contact the ACCC for further clarification of your rights.

What is not covered by my limited warranty? 
This Limited Warranty does not cover user manuals or any third party software, settings, content, data or links, whether included or downloaded during installment, assembly, shipping or at any other time in the delivery chain or otherwise and in any way acquired by you.

To the extent permitted by applicable law, Australian Warranty Services does not warrant that any manufacture’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.

Australian Warranty Services does not extend to: normal wear and tear (including, without limitation, wear and tear of camera lenses, batteries or displays); transport costs, unless specified in your warranty option; defects caused by rough handling, including, without limitation, defects caused by sharp items, bending, compressing or dropping; defects or damage caused by misuse of the item, including use that is contrary to the instructions provided by the manufacture (as set out in the item’s user guide), or; any other acts beyond the reasonable control of MobiCity.

This Limited Warranty does not cover defects or alleged defects where the item was used with, or connected to, a product, accessories, software and/or service not manufactured, supplied or authorised by MobiCity, or was used otherwise than for its intended use. Defects are often caused by viruses from unauthorised access to services, other accounts, computer systems or networks. This unauthorised access can take place through hacking, password-mining, and a variety of other means.

This Limited Warranty does not cover defects where the battery has been short-circuited, or where the seals of the battery enclosure or the cells are broken and show evidence of tampering. Further, the Limtied Warranty does not cover defects where the battery has been used in items other than those for which it has been specified.

This Limited Warranty does not apply if the item has been opened, modified or repaired by anyone other than an authorised service centre, or if it is repaired using unauthorised spare parts. Further, the Limited Warranty does not apply if the item’s serial number, mobile accessory date code, or IMEI number has been removed, erased, defaced, altered or made illegible in any way. This will be determined at the sole discretion of MobiCity and Australian Warranty Services.

This Limited Warranty does not apply if the item has been exposed to: moisture; dampness; extreme thermal or environmental conditions; rapidly changing thermal or environmental conditions; corrosion; oxidation; spillage of food or liquid, or; influence from chemical product.

Use of non-standard subscriber identity modules (SIMs): 
SIMs or SIM cards are small electronics cards issued by telecommunication networks that identify and allow customers to connect to and utilise a cellular mobile phone network. Use of non-standard SIM cards not issued specifically by the network that the customer is subscribed to may result in damage to the phone. Use of any SIM not specifically and officially issued by the customer's subscribed network operator shall immediately void all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind. This includes copied SIMs, dual or multi-SIM modules and SIM adapters/carriers. Similarly use of a micro-SIM in a standard sized SIM slot (with or without an adapter or carrier module) shall have the same effect of immediately voiding all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind.

Other important warranty notices
A third party independent operator provides the SIM card and cellular and/or other network or system on which the handset operates. MobiCity will not accept responsibility under this warranty for the operation, availability, coverage, services or range of the cellular or other network or system.

Before the item can be repaired or replaced, the operator may need to unlock any SIM-lock or other lock that may have been added to item by a specific network or operator. Accordingly, MobiCity does not accept responsibility for any delay in warranty repairs where the delay is caused by the operator’s failure to unlock any SIM or other lock. Please remember to make back-up copies or keep written records of all important content and data stored in your item, as content and data may be lost during repair or replacement.

If testing anaysis reports that Samsung Knox is Triggered or SuperSU is installed on the device, then ALL warranty cover is voided. This includes both software and hardware, as once custom kernels are flashed, or a device rooted the code gets rewritten, inline with rulings made by the manufacturer's this constitutes hardware damage.

MobiCity, to the extent permitted by applicable law, shall not under any circumstances be liable, either expressly or impliedly, for any damages or losses of any kind whatsoever resulting from loss of, damage to, or corruption of, content or data during repair or replacement of the item. All parts of the item or other equipment replaced by MobiCity is the property of MobiCity.

MobiCity and its authorised service companies reserve the right to charge an assessment and handling fee where the returned item is not covered by the terms and conditions of the Limited Warranty.

Claims for warranty that are found to fall outside of the terms and conditions of the warranty will attract an AUD45 inspection fee that is payable to the repair centre prior to the customer's item being returned to the customer.  Failure to make this payment within 7 days of invoice will result in cost recovery being sought by the disposal of the item and other by other methods at the discretion of the warranty provider.

When repairing or replacing the item, MobiCity may use products or parts that are new, equivalent to new, or re-conditioned. Your item may contain country specific elements, including software. If the item has been re-exported from its original destination country to another country it may contain country specific elements that are not considered defective under this Limited Warranty. MobiCity will not be liable for repair or replacement where the item fails to meet performance or hardware expectations due to the build, quality or design of the device by the original manufacturer, unless the item is deemed faulty by MobiCity or our authorised repair agent.