This policy applies to phones, tablets and accessories purchased from Black Telecom Pty Ltd trading as Casphone Mobile (ABN 19 676 665 875), whether bought outright, with Flex Advance, or on a 24-month device plan. It should be read together with our Returns Policy.
Your rights under the 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights; the warranty below is in addition to them.
What is covered
- Brand-new devices are covered by the manufacturer's warranty, which for most brands sold by Casphone Mobile is 12 months from the date of purchase. Casphone Mobile will help you lodge a manufacturer claim and, where the manufacturer authorises it, arrange the repair or replacement through our stores.
- Refurbished devices are covered by a Casphone Mobile warranty of 12 months from the date of purchase against defects in materials and workmanship, including the battery holding a reasonable charge for a device of its age and grade.
- Accessories are covered for 12 months from the date of purchase, unless a shorter period is stated on the product.
What is not covered
- Accidental damage, including cracked screens and liquid damage
- Damage caused by misuse, neglect, unauthorised repair or modification, or software not supplied by the manufacturer
- Normal wear and tear, cosmetic marks that do not affect function, and consumable items
- Loss or theft
- Faults caused by network settings, carrier locks or third-party accessories
Repairs of damage that is not covered can be quoted by any Casphone store.
Making a claim
- Contact us on 1300 001 240, email enquiries@casphonemobile.com.au, or bring the device to any Casphone store with your proof of purchase (your order reference or receipt).
- Back up and remove your personal data where you can; devices sent for assessment or repair may be reset.
- We will assess the fault, usually within 5 business days, and tell you whether it is covered and whether the device will be repaired, replaced or refunded. Where the fault is a major failure under the Australian Consumer Law you may choose a refund or replacement.
- Where a device is sent to the manufacturer, we will keep you informed of the expected return date. On request we can provide a loan device subject to availability.
Devices on a repayment plan
A warranty repair or replacement does not change your device repayments. If a device is refunded under this policy, the amount refunded is applied first to any outstanding device balance under your Product Repayment Plan or Flex Advance agreement, and the remainder is paid to you.
Questions
Call 1300 001 240 (Monday to Friday 9am to 8pm, Saturday and Sunday 9am to 6pm AEST) or email enquiries@casphonemobile.com.au.