All devices in our Certified Phones Programme have been professionally inspected and certified by our partners and come with 7-Day Exchange and minimum 30-Day warranty. Certified phones may come with additional manufacturer warranty.
What does the 30-Day warranty cover?
The 30-Day warranty covers all product defects, both hardware and software. 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 force, water or any external factors. The warranty is only valid for orders transacted on Carousell with Carousell Protection.
Do I need to register for warranty?
There is no need for you to register the warranty. As your transaction is done via Carousell Protection, the “Deal Details” page will be your invoice when the transaction is completed.
How do I know when the 7-Day Exchange and 30-Day Warranty period ends?
The 7-Day Exchange and 30-Day 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 exchange and warranty is only valid when you bring the phone to the store within this period for the seller to review or exchange.
Can I do a return and get a refund if I change my mind?
If you change your mind, you can 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 Exchange period. No cash refund will be provided. If it is a functionality issue, it’ll be covered by our 30-Day Warranty policy.
What should I do if I'm not satisfied with the Certified Phone received?
If you receive an item not as described, 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 Exchange 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 an exchange?
To be eligible for an exchange, your item must be unused and in the same condition and packaging as you received it. During the 7-Day Exchange period, you can return to the existing chat with the relevant phone partner and arrange for an exchange of your phone at their store. You will need to bring the phone to the store within the 7-Day Exchange period to be eligible for exchange. 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 30-Day 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 30-Day 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, 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! We're available on live chat from 10AM–6PM on Mondays to Fridays. Select the floating 'Help' 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!