[Singapore] 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.

Any concerns regarding the authenticity of the mobile phone or tablet parts should be raised within the first month, under the terms of the 1-month warranty. Claims regarding the authenticity of the mobile phone or tablet parts made after the initial month will not be covered under the additional  warranty terms. 

 

Returns 

Carousell offers free returns for Certified orders paid through Carousell only. You may return your device within 7 days from the date of delivery or date of self-collection if the item is not as described and/or damaged. 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

How do I request a return?

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 arrange a return pick up if the return request is valid or we may request you to communicate with your seller and go down to their physical store for further inspection before the return is accepted.

How do I pack my return parcel?

The returns pick-up will be through a third-party logistics partner and we would need you to pack the items in a brown box or mailing bag, complete with all of its original inclusions as well as accessories provided. Please ensure that the device is packed securely (we highly recommend double boxing it if it does not come with its own box) and remember to switch off the device before sealing the package. You will need to take a photo of the item before and after wrapping to show that all items are packed in the original packaging and that the package is sealed securely and submit these photos to your seller in the chat as proof. Our support team will provide you with the courier tracking number and soft copy of the AWB. You will be required to print out the AWB and attach it to your parcel or you may leave a note that clearly states the tracking number and attach it securely to your parcel.

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 PayNow, refunds will be made within 24 hours.

For payments made via DBS PayLah!, refunds will be made within  2 hours.

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 shop for the exchange. Carousell will not be facilitating the pick-up and we will not bear the cost for delivery. 

 

Warranty

All devices with Certified come with a 1 month free warranty, and subsequent additional warranty* packages tailored for your needs. You may opt for 1/6/12/ or 24-months warranty for your device when you purchase through Carousell.

The warranty fee package ranges below; 

Complimentary Warranty	iOS device	Android device
1-month	Free	Free
Additional Warranty Package	Pricing
6-month (i.e. 1 + 5 months)	S$34.90	S$31.90
12-month (i.e. 1 + 11 months)	S$37.90	S$43.90
24-month (i.e. 1 + 23 months)	S$59.90	S$65.90

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 that comes free if you purchase through Carousell 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 will 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 Certified programme and for products where the serial number remains intact. Additionally, the warranty does not cover dead pixels on screens. 

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 do I claim the warranty?

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

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 the item was shipped out or self-collected and will lapse based on the warranty duration (1/6/12 or 24 months) from that date.

If I request for a return, will my additional Warranty be refunded?
The additional warranty paid will be refunded if the Certified device is returned during the 7-day returns window. Additional warranty paid will not be refunded if the device is returned or exchanged after the 7-day returns window. 

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. 

 

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.