The Warranty Period of the item starts at time of receipt by the first end user. The mobile phone warranty covers technical faults and battery issue. There is no warranty for broken phone, water damage, LED and touch. As far as law permits, the Warranty Period will not be extended, renewed, or transferable with subsequent resale, repair or replacement of the item. Repaired parts will be warranted for the remainder of the original Warranty Period, or for the sixty (60 days) from the date of repair, whichever is longer.
The used mobile phones with six months Australia-wide warranty has DOA replacement within the first 48 hours. Equivalent to manufacturer’s warranty from such companies as Apple, Samsung and Huawei. Assessment Guarantee: within 48 hours of receipt, generally 24 hours or less. Repair Guarantee: within 30 working days of receipt, generally less than 7 days, and replacement phone offered if unable to repair within guaranteed time-frame. Return postage to return the item to you is included.
Void of Warranty
Warranty is voided in the below circumstances:
- Cracked screen or physically damaged
- Water damage
- Software that has been tampered with
- Unauthorized repairs (3rd party repairs)
- Customer has failed to take reasonable steps to avoid the quality becoming unacceptable
- Customer has used the product abnormally
What is Not Covered By The Limited Warranty?
This Limited Warranty does not cover user manuals or any third-party software, settings, content, data or links, whether included or downloaded during instalment, assembly, shipping or at any other time in the delivery chain or otherwise and in any way acquired by you. To the extent permitted by applicable law, the repairer does not warrant that any manufacture’s software will: meet your requirements; work in combination with any hardware or software applications provided by a third party, or that the operation of the software will be uninterrupted or error free.
The warranty does not extend to: normal wear and tear, transport costs, unless specified in your warranty option; defects caused by rough handling, defects caused by sharp items, bending, compressing or dropping; defects or damage caused by misuse of the item, including use that is contrary to the instructions provided by the manufacture (as set out in the item’s user guide), or; any other acts beyond the reasonable control of Sell Electronics. This Limited Warranty does not cover defects or alleged defects where the item was used with, or connected to, a product, accessories, software and/or service not manufactured, supplied or authorized by Kangro.com.au.
Defects are often caused by viruses from unauthorized access to services, other accounts, computer systems or networks. This unauthorized access can take place through hacking, password-mining, and a variety of other means. This Limited Warranty does not cover defects where the battery has been short-circuited, or where the seals of the battery enclosure or the cells are broken and show evidence of tampering. Further, the Limited Warranty does not cover defects where the battery has been used in items other than those for which it has been specified. This Limited Warranty does not apply if the item has been opened, modified or repaired by anyone other than an authorized service centre, or if it is repaired using unauthorized spare parts.
Further, the Limited Warranty does not apply if the item’s serial number, mobile accessory date code, or IMEI number has been removed, erased, defaced, altered or made illegible in any way. This will be determined at the sole discretion of Kangro.com.au. This Limited Warranty does not apply if the item has been exposed to: moisture; dampness; extreme thermal or environmental conditions; rapidly changing thermal or environmental conditions; corrosion; oxidation; spillage of food or liquid, or influence from chemical product.
If a replacement handset is offered it will be of the same make and model where possible. If it is not possible to replace your item with the same make and model, Kangro.com.au reserves the right to replace the item with a functionally equivalent item at its sole discretion. In the case of the product no longer being available, we may choose to replace it with a similar product up to the same value. This value is determined by the last Kangro.com.au retail price prior to the time of replacement. The replacement is not redeemable for cash. The warranty from the original item will transfer to the item that has been provided as the replacement. It is not possible to extend or renew this warranty in any way. The warranty period is not extended and will expire on the same date as the original warranty item's warranty expiration date.
Use of non-standard subscriber identity modules
SIMs or SIM cards are small electronics cards issued by telecommunication networks that identify and allow customers to connect to and utilize a cellular mobile phone network. Use of non-standard or SIM cards not issued specifically by the network that the customer is subscribed to may result in damage to the phone. Use of any SIM not specifically and officially issued by the customer's subscribed network operator shall immediately void all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind. This includes copied SIMs, dual or multi-SIM modules and SIM adapters/carriers. Similarly use of a micro-SIM in a standard sized SIM slot (with or without an adapter or carrier module) shall have the same effect of immediately voiding all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind.
After a customer lodges a warranty claim through our website, we will advise further instruction including the return address. It is the customer’s responsibility to use a suitable shipping method (preferably with tracking). Included with every order is a 30-day, free returns policy. You can claim a full refund or exchange of the item value (excluding shipping fees where applicable) on unshipped or unopened items. The item must be sent back to our nominated address.
This Limited Warranty does not affect your legal (statutory) rights under applicable national laws relating to the sale of consumer products. Kangro.com.au provides this Limited Warranty to its products. Without limiting your other rights under this Limited Warranty, if a product you have purchased off us fails to comply under any national laws relating to the sale of consumer products, then you can request that we remedy that failure and we may, choose to:
- repair or replace the product; or
- if it is not reasonable for us to repair the product, refund you the purchase price.
During the Warranty Period, Kangro.com.au may remedy defects in materials, design and workmanship, free of charge and within a time frame they consider reasonable. This Limited Warranty is only valid and enforceable in the country where you have purchased the item, provided that it is intended for sale in that country. In some cases. a single issue may be complex or have unintended repeat or ongoing issues. If a repaired item experiences the same issue or a related issue as the original issue, Kangro.com.au reserves the right to perform further corrective repairs, configuration or software changes to correct the issue.
Other Important Notice Related to Warranty
Before the item can be repaired or replaced, the operator may need to unlock any SIM-lock or other lock that may have been added to item by a specific network or operator. Accordingly, Kangro.com.au does not accept responsibility for any delay in warranty repairs where the delay is caused by the operator’s failure to unlock any SIM or other lock. Please remember to make back-up copies or keep written records of all-important content and data stored in your item, as content and data may be lost during repair or replacement. If testing analysis reports that Samsung Knox is Triggered or SuperSU is installed on the device, then all Warranty Cover is Voided. This includes both software and hardware, as once custom kernels are flashed, or a device rooted the code gets rewritten, in line with rulings made by the manufacturer's this constitutes hardware damage.
Kangro.com.au, to the extent permitted by applicable law, shall not under any circumstances be liable, either expressly or impliedly, for any damages or losses of any kind whatsoever resulting from loss of, damage to, or corruption of, content or data during repair or replacement of the item. All parts of the item or other equipment replaced by Kangro.com.au is the property of Kangro.com.au. Kangro.com.au reserves the right to charge an assessment and handling fee where the returned item is not covered by the terms and conditions of the Limited Warranty. Claims for warranty that are found to fall outside of the terms and conditions of the warranty will attract an inspection fee that is payable to the repair centre prior to the customer's item being returned to the customer. Failure to make this payment within 7 days of invoice will result in cost recovery being sought by the disposal of the item and other by other methods at the discretion of the warranty provider.
When repairing or replacing the item, Kangro.com.au may use products or parts that are new, equivalent to new, or re-conditioned. Your item may contain country specific elements, including software. If the item has been re-exported from its original destination country to another country it may contain country specific elements that are not considered defective under this Limited Warranty. Sell Electronics will not be liable for repair or replacement where the item fails to meet performance or hardware expectations due to the build, quality or design of the device by the original manufacturer, unless the item is deemed faulty by Kangro.com.au or our authorized repair agent.
Kangro.com.au is committed to customer satisfaction. We provide a comprehensive returns policy, replacement and exchange policy. Items that have been used or opened attract a restocking fee. This amount is generally 15% or more, depending upon condition and is provided after receipt and assessment. Below is the full detail. All returns and exchanges are performed at the sole discretion of Kangro.com.au. Mobiles returned to Kangro.com.au without an RMA code will be refused delivery by Kangro.com.au and the sender will be responsible for all return postage.
Free Return Policy
Included with every order is a 30-day, free return policy. You can claim a full refund or exchange of the item value (excluding shipping fees) on unshipped, unused and unopened items. The item must be sent back to our nominated address accompanied with Kangro.com.au issued RMA code. To learn more about this and all our return and exchange options please read below.
Return or Exchange Prior to Shipping
A full refund is available at any time prior to shipping. This includes pre-ordered items. It may also be possible to exchange your item prior to shipping. Please contact us to send an email form. If the item has already been shipped at the time that your form submission is processed, the case will be treated as an 'unopened box' return. Please see terms and conditions for this return type below.
Return or Exchange for DOA (Dead on Arrival) Items
Your item may be eligible for DOA exchange if it develops a software or hardware malfunction that causes the phone to become inoperable and is covered under the warranty terms and conditions. Please note that instances of physical damage, liquid ingress damage and other causes excluded from the warranty terms and conditions not covered by this return or exchange policy. DOA exchange is only available within 48 hours of receipt of the handset. In order to make a DOA exchange claim you are required to log an issue report through the contact form within the 48-hour period. Failure to complete and submit a DOA exchange form within the 48-hour period will result in your handset being processed through the regular warranty process. You can return the handset to Kangro.com.au once a valid RMA code has been issued. One of our technicians will assess the handset, after which a replacement be sent of the item will be returned to you if no fault was found or the issue was corrected upon inspection.
Return or Exchange within 30 Days - Unopened Box (Free Return Policy)
You may exchange your item for refund, minus the shipping charges, for up to thirty days from receiving your item. Any variation where the received item varies from the described specifications on the website must be raised with Kangro.com.au within 48 hours of receipt. Failure to do so will void any return or refund claim on that basis. You are required to obtain an RMA code from Kangro.com.au before returning the item. Refunds will not be processed until the item has been received and inspected by a Kangro.com.au representative. Shipping back to the nominated Kangro.com.au address is the responsibility of the customer and transfer of ownership does not occur until the item has been received, inspected and the refund offer accepted. The item must be received within 30 days to Kangro.com.au with the issue of the RMA code to you. The item will not qualify for an unopened box exchange or refund if the seal has been broken or tampered with in any way.
Return or Exchange within 30 Days - Opened Box
You may return or exchange items that are less than 30 days old for a partial refund of the item value. The items must be in good condition (condition to be determined at the sole discretion of Kangro.com.au) and the exchange will incur a minimum $50 restocking fee per item and excludes any shipping costs. You are required to obtain an RMA code from Kangro.com.au prior to sending the item. Refund and exchange values will be processed and credited once the item has been received and assessed by Kangro.com.au representative. All open box items are assessed based on the following guidelines. Please note that the values described are offered as a minimum diminishing value and will be affected by the condition of the item and its packaging. The value of the item is assessed as being the complete value with the following values subtracted if they have occurred:
- A $50 restocking fee is subtracted from the purchase value in all cases
- The original shipping costs are not included in the purchase value of the item and are not refundable
- 10% of the value is deducted if the manufacturers screen guard has been removed. This is a plastic film that is adhered to the screen for shipping damage protection
- 15% of the value is deducted if the battery or accessories have been opened and removed from the individual original packaging and ties
- 15% of the value is deducted if internal dunnage has been damaged
- 30% of the value is deducted if internal dunnage has been removed from the item packaging or heavily damaged
- 5% of the value is deducted if the retail box has been lightly damaged
- 20% of the value is deducted if the retail box has been heavily damaged or torn
- 50% of the value is deducted if the retail box and dunnage is not returned with the handset.
The condition of all electronic items will be assessed as follows:
- Light usage: minor scratches usually not visible unless in direct light – 20% shall be deducted
- Mild usage: visible scratches and surface abrasion from normal use – 35% shall be deducted
- Heavy usage: physical damage to the overall housing exceeding normal wear and tear – 50% shall be deducted
- Housing is broken from physical damage – refund/exchange rejected
- One or more of the phone's functions not working (e.g., camera, LCD screen) – refund/exchange rejected
- Item has failed and not warranted (under this Agreement or any applicable national laws relating to the sale of consumer products) – refund/exchange rejected
- All of the above deductions are cumulative, and the assessed value will be provided to you in writing for your acceptance prior to a refund or credit being issued.
Return or Exchange – After 30 Days
It may still be possible to return items once they have been used or are older than 30 days. Your refund value will be determined by a market appraisal of the item. Shipping charges are not refundable. A minimum processing fee of $50 will apply to all assessments.
General Conditions for Return or Exchange
If the assessed value offered by Kangro.com.au or its elected representatives is not accepted by the customer, the customer is responsible for the costs of return of goods by an insured courier nominated by Kangro.com.au or its representatives. Failure to pay the assessment fee and shipping costs will result in the item being surrendered to Kangro.com.au or its representatives for disposal and cost recovery. In all cases, receipt of the handset is considered to have occurred upon signing acceptance of the parcel from Kangro.com.au nominated courier. It is the customer's responsibility to ship items back to the nominated returns location with a secure method, we are not liable for any items lost in transit. Customers who are shipping items are encouraged to use a trackable and insured shipping method. Customers sending item(s) internationally need to inquire about and adhere to their local customs and courier service advice about declarations. We are not liable for any shipping costs for change of mind returns. Items that have been used or opened attract a restocking fee. This amount is generally 5% or more, depending upon condition and is provided after receipt and assessment. Below is the full detail.
How to Make A Claim
Please fill out our warranty form under the ‘Technical and Warranty department located at this link.
Once you have been authorized with an RMA code you may return the item to the location. You must return your item before the expiry of the Warranty Period. When making a Limited Warranty claim you may be required to present:
- The item
- The legible and unmodified original proof of purchase, which clearly indicates the name and address of the seller, the date and place of purchase, the product type
- The IMEI or other serial number
- This Limited Warranty extends only to the original, first end user of the item and is not assignable or transferable to any subsequent purchaser. If you have no proof of purchase, you cannot demonstrate that you are a contracting party. If you are a subsequent purchaser, you can contact the ACCC for further clarification of your rights.