Every pre-owned and refurbished device from Phone Chase is tested before it goes on sale and comes with our limited warranty. It sits on top of your rights under the Australian Consumer Law (ACL). It doesn't replace them.
How long is the warranty?
| Price of the device | Warranty |
|---|---|
| $500 and under | 3 months |
| Over $500 | 6 months |
The warranty starts on the date of purchase. It is for the original buyer and can't be transferred.
Pre-owned means the device has had no repairs. Refurbished means it has had a repair, such as a new screen or battery. Both are tested, graded and covered by the same warranty.
Devices still under Apple's warranty
Some pre-owned Apple devices still have part of Apple's own warranty remaining. The listing shows the date it runs until.
- If at least 6 months of Apple's warranty remains, Apple's warranty is the cover for that device. We don't add a second warranty on top.
- If less than 6 months remains, we add a 3-month Phone Chase warranty from the date of purchase.
You can check an Apple device's cover with its serial number at checkcoverage.apple.com. Keep your Phone Chase invoice, as it can help if Apple asks for proof of purchase. Your rights under the Australian Consumer Law apply either way.
What's covered
- Hardware faults. Problems with the motherboard, screen, buttons, cameras, microphones, speakers, sensors and other internal parts.
- Software faults. Problems with the pre-installed software or firmware.
- Battery faults. A battery that won't charge or shuts the device down unexpectedly.
Every iPhone we sell has a battery health of 85% or higher at the time of purchase. Most are 90% or higher, and some have a brand-new battery. For Android phones, tablets and computers, battery health is shown on the product page where it applies. Normal battery wear after that isn't a fault.
What's not covered
- Physical damage such as cracks, dents, drops, impacts and bending.
- Liquid damage, corrosion or rust. Refurbished and repaired devices don't keep their original water resistance.
- Misuse, neglect, or damage from unsuitable chargers and accessories.
- Repairs or tampering by anyone other than Phone Chase.
- Cosmetic wear that matches the grade on the listing, and any fault or repair noted on the listing.
- Problems caused after purchase by the user, such as jailbreaking or malware.
- Loss of data. Please back up your device.
If your device is blocked by a carrier
If a device turns out to be blocked, or reported lost or stolen, because of something outside our control (for example, something a previous owner did), contact us straight away. We'll work with you on a remedy that meets the Australian Consumer Law.
How to make a claim
- Email hello@phonechase.co or call 0485 685 983. Include your order number or receipt and a description of the problem. Photos or a short video help.
- Back up your data and sign out of all accounts (Apple ID, Google, Samsung). We can't test a locked device, so we'll contact you if we can't unlock it.
- We send you a return authorisation and a prepaid return label. Please pack the device securely. Return authorisation is needed before you send anything.
- We assess the device. We aim to reply the same day, often within a few hours, and finish most assessments within 3 to 5 business days, depending on workload and parts.
- If the fault is covered, we repair the device, replace it with an equivalent device, or refund you. We pay the postage back to you.
- If the fault isn't covered, we explain why. You then pay the postage to send the device back.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights aren't limited to the warranty period, and nothing on this page limits them.
Related pages
Changed your mind? See our Returns & Refunds page. Parcel arrived damaged? See our Shipping Policy.
