[Singapore] Returns and Warranty for InstantBuy Electronics devices

Devices with InstantBuy give you full confidence when you purchase through Carousell. All phones and tablets with InstantBuy have undergone a 5-step certification to provide you with trusted quality devices, guaranteed to be in full working condition. Still, it’s good to know that when you purchase a device with InstantBuy, the product comes with 7-day returns and extended warranty.

Returns 

Carousell offers free returns for InstantBuy orders paid through Carousell only. You may return your device within 7 days from the date of delivery if the item is not as described and/or damaged. To be eligible for a return, 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.

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. Do note that in the case of exchanged phones, the initial warranty purchased will have lapsed (as the warranty initially paid for was for the initial IB listing)

Warranty

All devices with InstantBuy 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.

*Note: The changes in warranty offered by Carousell takes effect as of 28 November 2022. Please ensure that your app is updated to the latest version to reflect this new warranty package (refer to table below). 

For InstantBuy devices purchased before 28 November 2022 when we rolled out the new Warranty fee and plans (and if you have not updated your app), a 6-month warranty will be added to your cart by default according to the old package. You will still be entitled to a warranty coverage of 6-months from the date you received the item (for transactions made before 28 November 2022).

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 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 with Carousell 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 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 Item Received and will lapse based on the warranty duration (1/6/12 or 24 months) from that date.