Pre-owned device warranty
Understand warranty evidence, 7-day fault exchanges, one year of free repairs, exclusions and how to request after-sales support.
The dedicated warranty label on the device is important evidence for identifying our store warranty. Eligibility also depends on the order, receipt date, cause and inspection results. Label requirements do not exclude statutory rights, including applicable quality obligations.
Warranty evidence
The dedicated label on the device helps identify our store warranty quickly. Order, payment, delivery and communication records can also verify the service relationship.
- The label must be intact, without removal or alteration, to access the store warranty service.
- If the label is damaged or missing, contact customer service with your order or other records for verification. This may affect quick identification of additional store coverage, but does not automatically waive statutory rights that cannot legally be excluded.
Coverage and time limits
Both the 7-day exchange period and the one-year free repair period start on the date you receive the device. Inspection determines whether a fault is a non-user-caused performance or quality issue.
- 7-day fault exchange: within 7 days of receipt, a performance fault confirmed by inspection to be unrelated to user-caused damage, such as logic board malfunction or hardware failure not caused by external force, qualifies for a free replacement of the same model. If unavailable, a model of equivalent value is provided.
- One year of free repairs: for one year from receipt, non-user-caused quality issues qualify for free repair, including all applicable parts and labour costs.
- While the manufacturer’s official warranty is active, official after-sales service provides coverage under its own rules. Once that expires, we handle claims under these store rules if the device is still within one year of receipt.
How to claim
Issues discoverable on arrival and non-user-caused faults arising later are two different reporting situations.
- Issues found on arrival: check appearance, display, buttons and other functions you can test. If you find cosmetic defects, display issues or button problems, take clear photos or videos and contact after-sales support that day.
- Faults arising later: you can still register a claim within the applicable 7-day exchange or one-year free repair period. The arrival-day reporting request does not limit those later claims.
Contact after-sales support
If a fault needs warranty service, contact after-sales support first and explain the situation.
- What you need to do
- Provide device information, warranty label condition, symptoms, when the issue started and necessary photos or videos.
- What we do
- Check the basic information, explain any additional evidence needed and arrange inspection or shipping.
Ship as instructed for inspection
Send the device only after customer service confirms the shipping arrangements.
- What you need to do
- Ship using the arrangements confirmed by customer service.
- What we do
- On receipt, check the label, original receipt date and current condition, then investigate the cause and any exclusions.
Receive the decision and applicable remedy
After inspection, we explain the findings, applicable coverage and next steps.
- What we do
- Arrange the same model or an equivalent-value replacement for eligible 7-day fault exchanges, or free repair for eligible one-year claims.
What is not covered
Whether an issue involves a vulnerable part, natural wear, user-caused damage or an external accessory depends on the device condition and inspection results.
- For vulnerable parts such as the screen, Touch ID module, Face ID components and camera lens, damage from external force or use after delivery acceptance is outside the agreed store warranty. This does not remove responsibility for hidden defects present at delivery, undisclosed issues or statutory quality obligations.
- Natural wear from normal use, such as declining battery health.
- Faults caused by external forces such as water ingress, drops, impacts or pressure.
- Damage caused or worsened by unauthorised disassembly, modification or third-party repair, or where that work materially affects identification of the cause.
- Faults caused or worsened by external accessories such as non-original chargers or cables.
Returns and exchanges
- Where the statutory seven-day no-reason return right for online purchases applies, it is handled under the law and the information provided with the order. If the nature of an item makes it unsuitable for return, this must be prominently disclosed and individually confirmed at purchase; a blanket statement is not a substitute.
- After the no-reason return period, where the right lawfully does not apply and required confirmation has been obtained, or where no other termination condition is met, personal preference or unmet expectations generally do not fall within the agreed store return or exchange scope. Review the device condition carefully before buying.
- Quality issues, discrepancies from the description and other situations involving statutory responsibility are handled under the law and the specific order, without being limited by the no-reason return explanation above.
- The store warranty covers only non-user-caused faults meeting the conditions above. It does not cover disclosed and accepted condition, natural wear or damage caused by the user or external force.