Certified Mobile
General
What is a Certified Mobile device?
Certified Mobile devices are smartphones and tablets that have been thoroughly inspected to make sure they are fully functional. Each device comes with 7-day moneyback guarantee, free 1-month warranty (extendable to 24 months), and free standard delivery.
Certified devices have been thoroughly inspected by Carousell Certified Partners to make sure they are fully functional. They come with a free 1-month warranty (extendable to 24 months), moneyback guarantee, and 7-day free returns.
1. Inspected and good as new
Each device is thoroughly inspected across a 40-point check, including checks on hardware and software components such as camera, microphone, touch screen, and face authentication. All Certified Mobile devices sold on Carousell are fully functional. Devices that do not pass the inspection process will not be Carousell Certified.
As part of the inspection, Certified Mobile devices are also inspected for their IMEI number, a unique identification number for each device. This is to make sure that the device is not a stolen or compromised phone. Carousell Certified Partners check each Certified device’s IMEI number against the Singapore Police Force (SPF) database for stolen/lost devices to verify its status.
2. 7-day moneyback guarantee
We keep your money safe until your device arrives and only release your payment to the seller up to 7 days after delivery so you have time to inspect the device. In the rare case that your device is not received as described, you will get a full refund if you raise a dispute within 7 days.
You can return your device for free if you encounter the following:
- The device received is different from the listing description
- The device received is defective, damaged and/or faulty on delivery
As a buyer, you can raise a return request easily with one tap at your Order details page. You will see the option to raise a return request once the seller ships the item. Learn more about raising a refund request
3. Free 1 month warranty
Each Certified Mobile device comes with a complimentary 1-month warranty. Buyers can also choose to extend their warranty for up to 24 months.
Warranty coverage includes:
- Screen
- Camera
- Speaker/mic
- Physical buttons
- Fingerprint scanner
- Hardware
- Battery*
- Software*
*only covered for the first month
Check out Certified Mobile Returns and Warranty - Terms and Conditions for the complete warranty coverage details
Extended warranty packages (as of 16 July 2024)
| Additional Warranty Package | iOS device | Android device |
| 6 months (i.e 1+5 months) | S$34.90 | S$31.90 |
| 12 months (i.e 1 + 11 months) | S$37.90 | S$43.90 |
| 24 months (i.e 1 + 23 months) | S$59.90 | S$65.90 |
4. Sold by trusted sellers
Carousell Certified Partners are thoroughly vetted by our team. Only partners with 4.9/5 rating and above are eligible for the Certified programme. All partners are managed by strict contractual obligations and licensed under the Singapore Police Force’s Secondhand Goods Dealer Act. This ensures high quality listings and excellent service.
What are the different device conditions on Certified Mobile?
Only partners with a minimum 4.9/5 rating are selected and thoroughly vetted by our team. All partners are managed by strict contractual obligations and licensed under the Singapore Police Force’s Secondhand Goods Dealer Act. This helps ensure you will see high quality listings and excellent service.
What are the different device conditions on Certified Mobile?
| Condition | Description | Battery Health |
| Premium | Devices sold by an Official Store. Brand new, sealed products that come with 1-year original Apple warranty. | 100% |
| Brand New | Never used. Comes with original box and original accessories. Box may or may not be sealed. | |
| Like New* |
Almost identical to a brand new device. No visible scratches or dents. Looks and feels like a new device. Screen: No noticeable scratches Body: No noticeable scratches, defects, or dents |
For iPhones: 80% and above For Android phones: ‘Good’ or ‘Great’ rating |
| Lightly Used* |
Shows minimal signs of use. Barely noticeable during normal handling. Screen: Micro scratches, barely visible when screen is switched off Body: Micro scratches, invisible from a 20cm distance |
|
| Well Used* |
Visible signs of use. Slight cosmetic imperfections such as minor scratches, paint peels, and small dents. Screen: Minor scratches, invisible when the screen is switched on Body: Minor scratches, paint peels, small dents are visible. |
*The device’s condition is only graded based on the external appearance of the device.All Certified devices have undergone a 40-point inspection check and are fully functional.
Can I check the condition of the device before buying it?
Yes, you can! We recommend making a payment first in order to reserve your desired device (our phones and tablets sell fast!). If you’re not satisfied with your purchase after inspecting the device, you can return it easily within 7 days.
What is the battery health of Certified devices?
Certified iPhone devices are guaranteed a minimum of 80% battery health, while Certified Android devices are guaranteed either a ‘Good’ or ‘Great’ rating.
Do Certified purchases come with accessories?
This may differ across listings. Check out the listing’s description to find out whether accessories are included.
Warranty, Repairs and Returns
What does Certified warranty cover?
Warranty coverage includes:
- Screen
- Camera
- Speaker/mic
- Physical buttons
- Fingerprint scanner
- Hardware
- Motherboard
- Battery*
- Software*
*only covered for the first month
It does not cover:
- Physical and/or accidental damage such as scratches, dents
- Liquid, water, or moisture damage
- Cosmetic wear and tear
- Pre-existing conditions that were disclosed prior to purchase
- Dead pixels
Note: If you purchased the extended warranty, you can make up to 2 warranty claims. The total claim amount is capped at the price you paid for the device.
Check out Certified Mobile Returns and Warranty - Terms and Conditions for the complete warranty coverage details.
How long is the warranty period?
Each Certified Mobile device comes with a complimentary 1-month warranty. Buyers can also choose to extend their warranty for up to 24 months. Refer here for the extended warranty packages.
Note: If you purchased the extended warranty, you can make up to 2 warranty claims. The total claim amount is capped at the price you paid for the device.
How do I file a warranty claim? When can I expect to receive a response?
To make a warranty claim, simply head to your ‘Order Details’ page and tap ‘Claim Warranty’.
You’ll be redirected to a contact form where some details have been pre-filled. Select ‘Tell us more’ > ‘Warranty’ > and share more about the issue you’re facing, and provide photos and/or videos. With more details, we can understand your problem better and assess your claim quickly.
I decided to exchange my Certified purchase for another with the seller as the first phone was spoiled. Can the extended warranty I purchased be transferred to the new device?
| Scenario | Warranty transfer eligibility |
| Exchanged within 7 days of purchase | Yes, extended warranty can be transferred to the new device. |
| Exchanged after 7 days of purchase |
Extended warranty cannot be transferred. However, your new device will come with a 1-month free warranty from the seller. |
I decided to exchange my Certified purchase for another with the seller because I changed my mind and wanted a different model. Can the extended warranty I purchased be transferred to the new device?
No, it cannot. The extended warranty is tagged to your original purchase and is not transferable if the reason for exchange is due to a change of mind. However, your new device will still come with a 1-month free warranty from the seller.
How long does it take for my device to be repaired?
Repairs typically take between 3 to 14 working days, depending on the complexity of the issue. Our customer service representative will provide you with regular updates on the repair progress and expected completion.
What happens to my extended warranty if I return my device during the 7-day period? Is it transferable?
If you return your device during the 7-day period, you’ll receive a full refund of the total amount paid, including the price of the extended warranty. After the 7-day period, the cost of the extended warranty will not be refunded.
What happens to my extended warranty after I make a successful claim?
Buyers who have purchased an extended warranty can make up to two claims, with the maximum claim amount capped at the price of the device purchased.
If the repair cost is less than the price you paid for the device, you can still make another claim, with the claim amount capped at the remaining balance (purchase price - cost of first claim).
Your extended warranty period will remain the same.
For example:
John bought a 12-month warranty for his $600 iPhone 13 on 1 Jan 2024.
- 1 Mar 2024: John makes a claim that costs $400. This cost is covered by Carousell.
- 1 Jun 2024: John makes a second claim that costs $300. Carousell covers $200, and John needs to top-up $100 to cover the repair.
How do I check my remaining warranty period?
You can check the remaining warranty period on your ‘Order Details’ page. Your warranty begins once your order is completed and includes any extended warranty you have purchased.
If you no longer see the ‘Claim warranty’ button on the page, your warranty has expired.
Why do I need to pay for repairs when I purchased warranty for my device?
The warranty only covers repair costs up to the amount you paid for your device. In the unlikely event that repair costs exceed the amount, you’ll have to top-up the difference should you decide to go ahead with the repair.
What are the next steps if my warranty claim is successful?
If your warranty claim is approved, we’ll contact you via email. We’ll also give you updates on the repair and let you know when it’ll be ready for collection. You can then visit the repair store to collect your phone.
Why was I given another device instead of getting a refund, or having my original device repaired?
When you make a warranty claim, our Certified Partners will inspect your device to identify the issue. If repair is not possible, they may offer to exchange your device for another device of the same make and model, at no extra cost.
What is the 7-day return policy?
With Certified Mobile’s 7-day return policy, you can return your device for free during a 7-day period if:
- The device received is different from the listing description; or
- The device received is defective, damaged and/or faulty on delivery.
As a buyer, you can raise a return request easily through your ‘Order details’ page. You’ll see the option to raise a return request once the seller ships the item. Learn more about raising a return request.
Payments
What payment methods are accepted for Certified Mobile?
We offer the following payment options:
- PayNow
- DBS PayLah!
- Credit/Debit card
- Atome
- PayLater by Grab
Can I use an instalment plan / Buy now pay later (BNPL) to pay for my Certified Mobile device?
Yes, you can! We have two payment providers that offer instalment plans / BNPL to finance your purchase:
- Atome: Splits your purchase into 3 monthly instalments
- PayLater by Grab: Splits your purchase into 4, 8 or 12 monthly instalments
Note: A Carousell BNPL fee applies if you make payment via a BNPL provider. This fee covers the cost of processing your payment through BNPL providers. Find out more about Carousell BNPL fee.
Can I use multiple payment methods for a single purchase?
No, you cannot. Buyers can only choose one payment method for their purchase.
What should I do if my payment fails or gets declined?
If your payment did not go through, you will not be charged for the transaction. If your payment is unsuccessful after multiple attempts, check the following:
- App version: Make sure you’ve updated your Carousell app to the latest version.
- Card support: If you’re using a debit/credit card, make sure your card supports one-time password (OTP) for online transactions.
- Stable connection: When making payment, keep the app open. Ensure you have a stable internet connection.
For payments made with Atome or PayLater by Grab, your payment may have been declined because
- You’ve exceeded the payment transaction limit
- You’ve exceeded your payment spending limit
- You have outstanding payments owed
- A payment risk was detected
If you encounter any issues, reach out to Atome or Grab for assistance.
How do I get a return/refund if I cancel my order?
You may raise a return/refund request within the 7-day period if:
- The device received is different from the listing description
- The device received is defective, damaged and/or faulty on delivery
You can find the return/refund button on your Order details page. We encourage you to also inform the seller via Chat. For more detailed instructions, refer to How to raise a return/refund request.
Note: Carousell or the seller reserves the right to reject the return/refund request if the returned item does not meet the above requirements.
Will I receive a receipt for my purchase?
Yes, you can find your receipt on your ‘Order details’ page with the following information:
- Listing title
- Warranty purchased (if any)
- Total amount paid
How will I know if my payment was successful?
You’ll get an app notification and an email confirming that your payment is successful. Your seller will be notified immediately and they’ll start prepping your order!
Shipping and Delivery
Is there free delivery for Certified devices?
Yes, all Certified Mobile purchases come with a free standard delivery (3 working days). You can also choose to pay $15 for same-day delivery.
What is the cut off timing for same-day delivery?
For same-day delivery, orders must be placed by 1PM SGT. Orders after 1PM SGT will be scheduled for delivery on the next working day.
How long will it take to receive my order by delivery?
If you choose free standard delivery, your device will be delivered within 3 working days.
If you choose same-day delivery and place your order before 1PM SGT, it’ll be delivered within the same working day. Otherwise, it’d be delivered on the next working day.
It’s past the estimated delivery date but my order has not reached me. What should I do?
From your ‘Order details’ page, you can either chat with your seller to find out more, or contact Carousell Support for assistance. We’ll look into it asap!
What should I do if I receive a defective product or the wrong order?
We’re really sorry if this happens. This is not the usual experience at Certified Mobile. Head to your ‘Order details’ page to raise a return/refund request and we’ll look into it as soon as possible. At the same time, you can chat with the seller to let them know about the situation. Find step-by-step instructions here: How to raise a return/refund request.
Additional Services
Can I trade in my phone?
Yes, you can! You’ll have to head down to our HQ at 79 Ayer Rajah Crescent (5 mins from one-north MRT station). Link to Google Maps here.
To trade in your phone:
- Browse our catalogue of pre-loved phones at @carousellmobile, or brand new, sealed iPhones at @carouselliphonestore
- Chat with us on a listing you’re interested in buying and let us know that you want to trade in your used phone.
- We’ll send you a link to a 1-minute form to give you an estimated price quote* for your phone
- If you’re satisfied with the trade-in price (and the new phone you want to buy), schedule an appointment to meet us at our HQ.
- Our service staff will handle the rest! We’ll securely erase all your data from your device, and you’ll get your new phone.
*Note: The price quote offered is an estimate - our diagnostic expert will inspect your device before offering you the final quote.