Your Warranty - Summary and details

We want you to be happy with your purchase and hopefully you will never need the information provided on this page, but occasionally things do go wrong.  Don't worry, we've got you covered! 
Here are the details of your warranty cover, how to claim and a little helpful advice along the way. 


Photo by Matthew Henry from Burst

 

YOUR WARRANTY
IMPORTANT: This warranty applies only to items directly sold by and supplied by us ("1st Mobile UK"). For items purchased from our partner sites (e.g. O2, EE, Three network sites) please refer to the documentation supplied with your item or the terms provided on the purchase site. 
Your warranty is issued in addition to your statutory rights which are not affected.

All items are covered for a minimum of 12 months from the date of purchase unless stated otherwise on the original advertisement or listing, or on the documentation either we or the manufacturer includes with your device.

Your device is protected against defects that exist or arise as a result of a manufacturing fault or error. This includes mains (AC) chargers, but does not include items such as USB cables or batteries which are classed as consumables, and does not include any added "free" items such as headphones.

However, generally we will be pleased to replace any charger which fails within the first 12 months, or battery within the first 6 months (following the date of purchase) at our discretion.

In the event of a valid claim you are entitled to a free repair of the item, or a replacement of similar value and type if the item can not be economically repaired at our discretion. We will always replace an item with one of the same type where possible.

You are also entitled to a refund if you purchased the item less than 30 days of the date of your claim.

 

WHEN IT ARRIVES
If the item is broken or damaged when it is delivered to you please contact us for advice within 48 hours of receiving the item.

Please do not sign for or accept the item if you can see that the packaging has been damaged or opened when it is handed over to you. If you accept a damaged or opened package we can not help you and you will need to file a claim with the carrier.

If your item is broken or damaged due to wear and tear, accident or misuse it is not covered by this warranty.

 

WATERPROOF ITEMS

Phones and tablets described as "waterproof" are not covered for water ingress, or damage due to the same.

WHY? - Waterproofing generally refers to protection against water ingress at shallow depths for a limited time in pure (or fresh) water. The level of rating is usually defined by the IP rating.

For example, a rating of IP67 means the item can be submerged for up to 30 minutes in 1 meter of fresh water while IP68 rated devices can be submerged up to 1.5 meters for the same length of time.

The problem is that most of the water we experience is not totally fresh and pure, which reduces the time and depth at which the device is protected. Sea water, for example, is very corrosive. Swimming pools often contain chemicals such as fluoride, and so on.

As there is likely no way for you to test the purity of the water you have immersed your phone in, and almost certainly no way for the manufacturers to be able to confirm what 'type' of water the item has been immersed in or for how long, they will not cover those items for water ingress.

OUR ADVICE: We would recommend considering a "waterproof" phone as one that can be safely used in wet weather outdoors and will survive a drop into a pool, bowl of water, a glass of cola, cup of tea or coffee or even somewhere, um, less desirable without damage – as long as it doesn't take a knock with itself might damage the phone - BUT it should be properly dried before any ports are opened. Remember too that any ports and membranes will naturally wear with time and use which may affect the waterproofing properties.

IP ratings are issued by the International Electrotechnical Commission (IEC) and their official line is that the assignation is strictly for fresh and pure water only, which means it isn't guaranteed for anything else.

 

BROKEN SCREENS

In almost all cases a broken, chipped or cracked screen is caused by impact damage, and as such is not covered by your warranty under any circumstances.

NOTE:

Additional protection such as Gorilla Glass may add an extra level of protection but is mostly there to help prevent scratches and marks. It won't prevent the glass from breaking although it may help in some cases.

WHY?

Again, the manufacturer has no way of checking what impacted the glass or at what force, so cannot be expected to cover broken glass.

OUR ADVICE:

Remember your screen is only a tiny fraction of an inch thick. A decent case can be inexpensive and offers the best protection. A screen protector may help to protect your screen from scratches but should not be considered as something that will prevent the glass from breaking.

We would take with "a pinch of salt" those ads promoting screen protectors that show them being drilled or hit with a hammer – even if the protector survives, the impact is likely to break the screen beneath it.

 

APPS

Your warranty does not cover damage or malfunction that may have been caused to the device by apps that have malfunctioned, or will not operate with your phone.

Any apps obtained from anywhere other than officially recommended sources (e.g. Google Play or the Apple Store) are not recommended for use.

 

WHY?

Many apps have been developed or updated with specific versions of an operating system in mind and may not be totally compatible with earlier or later versions, or certain screen sizes. Such apps may not work or display correctly, or may consume more power or memory space than the device is capable of. This is not considered to be a fault with the device.

 

ADDITIONAL INFORMATION
  • If the item has been altered in any way, either physically or by installing software or firmware that was not specifically intended for the item and/or endorsed by the manufacturer, the warranty will be considered void.
  • In the event that any payment on your account is outstanding and overdue at the time of the claim, either for the item purchased or for any other item, the warranty will be considered void.
  • Any issues not covered by this warranty will be considered on a case by case basis, and the management's decision will be final.
  • The warranty covers the original purchaser only and can not be transferred
  • Please retain your receipt or packing slip as you will need to provide the details including your order number and the date of purchase in the event of a claim. We can not issue a copy.
      HOW TO CLAIM
      • Please contact the support area of your manufacturers website in the first instance as they will often be able to offer help and advice.
      • If you wish to make a claim under warranty please complete the simple Warranty Claim Form below within 3 days of the problem arising. 
      • We can not accept claims presented outside of the times or dates quoted above, so please report the issue as soon as possible and in any event within one week of the problem arising.
      • Do not continue to use the item if you believe it is faulty, as it may make the fault worse and it may not be safe to use. If you do, you may invalidate the warranty.
      IMPORTANT
      Please tell us what problem you are experiencing, rather than telling us what the fault is.
      We find that "self-diagnosed" faults are rarely correct and if something isn't working as it should there will often be a simple fix for it. 
       
      EXAMPLES:
      • A flickering screen might be simply due to a faulty battery that needs replacing.
      • No sound might be due to a setting that has placed the phone in Silent mode
      • Poor call quality might simply be due to a network problem with the nearest cell, or a problem with the phone you're calling.
      • We aim to respond to all claims within 3 working days. Please do not return the item or accessories until instructed to do so.
      Note: On occasion we may advise you to contact the manufacturers support centre for further advice where an item is functional (i.e. powers up), but is not working as intended.

       

      SENDING YOUR ITEM BACK
      • In the first instance please contact the support area of your manufacturer's website as they will often deal with warranty issues directly.
      • When you have read the Warranty details, please complete the Warranty Claim Form below
      • Please do not return the item until we advise you to do so.
      • Carefully follow any advice given regarding packing and posting the item.
      • Postage costs are a fee charged by the carrier and as such are the responsibility of the buyer in all cases.


       

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