All devices in our Certified Phones Programme have been professionally inspected and certified by our partners and come with 7-Day Return and 12-Month Warranty. Certified phones may come with additional manufacturer warranty.
What does the 12-Month warranty cover?
The 12-Month warranty covers all product defects, both hardware and software for the first 30 days. For the next 11 months, the warranty would cover all defects except any consumable parts (e.g. batteries) or software, even if packaged, embedded in or sold with the phone.
The 12-Month 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 Carousell Protection and for products where the serial number remains intact.
Do I need to register for the warranty?
There is no need for you to register for the warranty. As your transaction is done via Carousell Protection, the “Deal Details” page will be your invoice when the transaction is completed. You may also request the seller to you the official invoice via Chat if you need it.
How do I know when the 7-Day Return and 12-Month Warranty period ends?
The 7-Day Return and 12-Month warranty period starts from the time the item is received physically by the buyer, as per the tracking code of our seller's delivery partners. Note that the return and warranty is only valid when you bring the phone to the store within this period for the seller to review or return.
Can I do a return and get a refund if I change my mind?
If you change your mind, you can opt to exchange for a mobile phone of the same or lower value or top-up the difference for a device of a higher value within the 7-Day Return period. No cash refund will be provided. If it is a functionality issue, it’ll be covered under the phone's 12-Month Warranty policy.
What should I do if I'm not satisfied with the Certified Phone received?
If you receive an item not as described or damaged, raise an issue in the chat and let your seller know what went wrong. You will need to return the phone to the store within the 7-Day Return period to be eligible for a refund.
The seller may choose to “Offer refund” and the buyer may choose to “Accept refund”. Once accepted, the refund will be processed. If the issue is not resolved in 7 days, it will be escalated to Carousell and our Support Team will contact you within 48 hours.
Learn more about Carousell Protection Refund Policy.
How do I request for a return?
To be eligible for a return, your item must be unused, in the same condition and packaging as you received it. During the 7-Day Return period, you can return to the existing chat with the phone partner and arrange for a return of your phone at their store.
You will need to bring the phone to the store within the 7-Day Return period to be eligible for a return. Likewise, you will need to do the same if you’ve changed your mind and would like to exchange your phone.
You may be required to show your proof of transaction via Carousell Protection for verification under the 'Deal Details' page.
How do I claim warranty?
During the 12-Month warranty period, you can return to the chat box of the transaction to chat with our partner to arrange for a review of your phone at their store. You will need to bring the phone to the store within the 12-Month warranty period to be eligible for warranty. You may be required to show your proof of transaction via Carousell Protection for verification under the “Deal Details” page.
If the item cannot be repaired or replaced with the same model within the first 30 days of the warranty, you can exchange for a phone device of the same or lower value or top up the difference for a device of a higher value with our partner. If the same model is not available, you can get a refund from our partner.
If you need further assistance, chat with us! Live chat is available on Monday to Friday, 9AM–9PM for users in Malaysia, Philippines, Singapore, and 10AM–6PM for users in Hong Kong. Select the floating chat button at the bottom right-hand corner of this page to start chatting with us. Alternatively, we invite you to submit a request to us—we'll be here to help!