Warranty & Repairs

If you’re having problems with your phone or a feature isn’t working, the first thing you should do is check out your phone’s user guide for help. If you can’t find the answer, Vision Telco Customer Care can help you repair or replace your phone while it’s under warranty.

Warranty is an important issue to consider when buying electronic products, especially when purchasing online. We aim to clearly outline the warranty terms and procedures below, so buyers can easily know what to do if a warranty issue arises.

To ensure you are able to fulfil the requirements of the warranty provider, it is recommended that you retain all packaging and accessories for a minimum of 30 days and your proof of purchase documentation (eg invoice).

All items sold and supplied by Vision Telco include manufacturer warranty. The duration, terms and conditions of this warranty is as specified by the manufacturer. Warranty is not provided by the seller. For full details, please contact the manufacturer’s customer service.

Some manufacturers offer an Early Life Failure (E.L.F) Replacement Policy on their products if they fail within a certain timeframe after purchase. This is usually 14 or 30 days. If your item develops a fault within this E.L.F period, please contact Vision Telco to complete and submit a Return Goods Authority (RGA) E.L.F immediately.

If your item develops a fault outside the E.L.F period but within the warranty period, please contact the manufacturer’s customer service directly and they will advise of the nearest service centre for repair. Items should not be returned to the seller as we are not authorised to perform repairs on behalf of the manufacturer.

The following conditions will VOID all warranty:

Physical Damage – such as broken or cracked screens, broken sim reader terminals or any other damage caused by physical trauma, impact or pressure to the device
Liquid Ingression – evident by corrosion to internal components or activation/tampering of liquid indicator stickers
Software Tampering – such as jailbreaking or rooting of devices with non-approved 3rd party software
Hardware Tampering – such as opening of housings or self-repair
Dead Pixels: If there are less than 9 dead pixels discovered on LCD screen – Item/s will NOT be considered as DOA as Manufactures do not offer repair, replacement or refund, unless the dead pixels are at the centre of the screen.

What is not covered by my Limited Warranty?
This Limited Warranty does not cover user manuals or any third party software, any sofware updates, 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, Vision Telco 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.

Vision Telco does not extend to: normal wear and tear (including, without limitation, wear and tear of camera lenses, batteries or displays); transport costs, unless specified in your warranty option; defects caused by rough handling, including, without limitation, 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 manufacturer (as set out in the item’s user guide), or; any other acts beyond the reasonable control of Vision Telco.

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 authorised by Vision Telco, or was used otherwise than for its intended use. Defects are often caused by viruses from unauthorised access to services, other accounts, computer systems or networks. This unauthorised 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 authorised service centre, or if it is repaired using unauthorised 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 Vision Telco and our authorised agents.

This Limited Warranty does not apply if the item has been exposed to: moisture; dampness (irrespective of Manufacturer’s water-resistance claims); extreme thermal or environmental conditions; rapidly changing thermal or environmental conditions; corrosion; oxidation; spillage of food or liquid, or; influence from chemical product.

This Limited Warranty does not cover incorrect selection of your item for your purposes. It is your responsibility to determine what specifications are required to fulfill your needs and select your purchase accordingly.

Need Support?

Further information about your phone plan and service is not far away.