[Malaysia] Returns and Warranty for Certified Mobile

7 Days Returns & Warranty

Devices with a Certified badge gives you full confidence when you purchase through Carousell. Still, it’s good to know that when you purchase a device with Certified, the product comes with 7-day returns and warranty.

Updated as of Nov 2023
We have sunset the InstantBuy program and replace it with Certified! If you had purchased an InstantBuy listing before the sunset, you will still be able to reap the benefits from the previous offerings that come with your InstantBuy purchase such as Returns and Warranty. The terms and conditions listed for InstantBuy can be found here.

Returns / Refund

If your device is damaged or not as described, you may return your device within 7 days from the date of delivery. To be eligible for a return, you must tap on 'Return' from your order details page within 7 days from the date item was delivered. Your item must be unused and in the same condition and packaging as how you received it. Carousell reserves the right to reject your return request if we find that there are obvious signs of use or the device was damaged after it has been tampered with. Do note that we do not accept change of mind as a reason for return.

Transactions are not eligible for 7-day returns when:

• You have tapped on “Item Received” and order status changes to Order Completed*
• You place the wrong order by mistake 
• You provide an incorrect or invalid address
• The parcel was deemed to be collected on your behalf by a third party however goes missing 
• You make a fraudulent and/or unreasonable claim 
• You raise an issue after the 7-day returns window
• The items are reported for surface wear and tear that does not affect functionality
• Safety sticker has been tampered with or removed

How do I request a return/refund?

During the 7-day returns period, you can raise a return request on the order details page and let your seller know what went wrong.

Our support team will contact you to assist with the return request. We advise you to also communicate with your seller and make arrangements to proceed to their physical store for further inspection before the return is accepted.

How do I pack my return parcel?

To be eligible for the return, you will need to return the device in its original condition, complete with all of its original inclusions which extends (and not limited to) box/packaging, warranties, tags, manuals and accessories provided. 

We would need you to take a photo of the item before you return and provide it to your seller in chat. Note that Carousell/ the seller reserves the right to reject the return and any request for return if the returned item does not meet the above requirements and/ or is due to a change of mind.

When will I receive my refund?

Once your seller has confirmed that they have received the returns, you may prompt them to click on “Return Received” in their Order Details page. You will be refunded accordingly based on the timeline below;

For payments made via FPX (online banking), you'll receive the refund in 5 working days in your FPX bank account.

For payments made via GrabPay, the money will be refunded in less than 10 minutes to your Grab e-wallet directly, in some cases, the refund might take up to 2 working days.

For payments made via debit/credit cards, the refunded amount will appear on your statement/ transaction history within 7-10 working days from the day the refund was initiated. 

If you do not receive the refund within the stipulated time frame, please Contact Support. 

Can I request for an exchange instead of a return?

Whilst change of mind is not a valid reason for returns, you are allowed  to exchange your device instead. You may proceed to exchange for a device of the same value or top-up the difference for a device of higher value within the 7-day return period. No cash refund will be provided. You will need to head down to your seller’s physical store for the exchange. Carousell will not be facilitating the pick-up and we will not bear the cost for delivery. Do note that in the case of exchanged phones, the initial warranty purchased will have lapsed.

Warranty

As of March 2024, all Certified mobile purchase come with 3-months free warranty, and subsequent additional warranty* packages tailored for your needs. You may opt for 6/12/ or 24-months warranty for your device when you purchase through Carousell.

The warranty fee package ranges below; 

For future reference, you may refer to your Order Details page for the warranty duration that comes with your device and this will also act as your invoice when the transaction is completed.

Separately, please ensure that the seller has provided you with their invoice and have uploaded it in your respective chat with each other. The invoice must clearly indicate the IMEI number for the device that you have purchased from the seller. Note that the warranty will only be applicable to the IMEI number that matches the invoice provided.

What does the warranty cover?

The  first month of warranty covers all product defects, both hardware and software that are not due to external factors.* This warranty coverage will be provided by your seller.

For the subsequent months of warranty (based on your warranty duration purchased),  the warranty would cover all defects except any consumable parts (e.g. batteries) or software, even if packaged, embedded in or sold with the device.

The warranty does not cover damage caused by the customer or any other persons or impact. This includes (and is not exhaustive of) damage caused by third party products, force, misuse, abuse, accident, water, or any external factors and ordinary wear and tear such as corrosion, rust or stains, scratches, dents on the casing or paintwork. The warranty is only valid for orders transacted on Carousell with Buyerl Protection and for products where the serial number remains intact.

How do I claim the warranty?

To claim warranty, simply proceed to your Order Details Page and tap on Warranty Claim. 

You will be redirected to a Contact Form where some details have been pre-filled. Please select  Warranty and exchange under “Tell us More” and provide a detailed explanation of the issue you are facing as well as provide us with the supporting photos and/or videos for our assessment. 

How do I calculate the Warranty period?

The warranty period starts from the date Item Received and will lapse based on the warranty duration (3/6/12 or 24 months) from that date.