Warranty & Disclosure Policy
Warranty and disclosure terms for phone repairs and refurbished devices
Policy
This policy outlines the warranty and disclosure terms for phone repairs and refurbished devices provided by Second Life Devices. The intent of this policy is to provide customers with clear expectations in accordance with consumer rights under the Australian Consumer Law (ACL).
Under the ACL, consumers are entitled to statutory guarantees for goods and services. Nothing in this policy limits or excludes any right or remedy that cannot be excluded under the ACL. The warranty periods set out below are in addition to, and do not limit, any ACL rights you may have.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods.
If the failure does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Repair Services
For repair services, a minimum 3-month warranty is provided on the specific component that has been replaced. This warranty covers defects in parts and workmanship relating only to the replaced component. The warranty does not cover unrelated component failures, normal wear and tear, cosmetic damage, or issues arising from misuse, accidental damage, or liquid exposure after the repair has been completed.
Devices that show signs of liquid damage, impact damage, or unauthorised repair after the service has been performed are excluded from warranty coverage. Any warranty claim will require inspection of the device to confirm that the fault relates directly to the original repair and has not been caused by external factors.
Refurbished Devices
Refurbished devices are supplied with a minimum 3-month warranty. This warranty covers functional failures that occur under normal use during the warranty period. It does not cover accidental damage, liquid damage, cosmetic wear occurring after purchase, or battery capacity reduction due to normal usage over time.
All refurbished devices will have their cosmetic condition, battery health, and any replaced components clearly disclosed at the time of sale. Customers acknowledge that refurbished devices are not new and may show signs of prior use consistent with the disclosed condition grading.
Warranty Claim Resolutions
If a warranty claim is made within the applicable period, the device will be assessed to determine the cause of the fault. Where a valid warranty claim is confirmed, the resolution may include repair, replacement with an equivalent device, or refund, depending on the nature of the fault and device availability. The chosen resolution will be determined at the discretion of the business, subject to your rights under the ACL.
Third-Party Repairs
Warranty coverage does not extend to faults caused or contributed to by repairs, modifications, or service performed by a party other than Second Life Devices. Where a third-party repair is not the cause of the claimed fault, your warranty entitlements remain unaffected. Your statutory rights under the Australian Consumer Law are not affected by this clause.
This warranty policy may be updated or revised as the program develops. Where changes are made, the version in effect at the time of purchase or service will apply to that transaction. Acceptance of service or purchase of a refurbished device constitutes acceptance of the terms outlined in this policy, to the extent permitted by law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law that cannot be excluded, restricted or modified by agreement.
Repair Warranty Periods
Repair warranty periods apply to the replaced component only, not the entire device. All warranty periods are a minimum of 3 months from the date of repair completion, in line with ACL requirements. Warranty coverage is conditional on normal use and excludes liquid damage, impact damage, misuse, and unauthorised repair following service.
Screen Replacement
Covers display defects, touch responsiveness issues, or component failure related directly to the replacement screen. Does not cover physical damage such as cracks or impact-related breakage after repair.
Battery Replacement
Covers manufacturing defects and abnormal battery failure. Normal battery wear, capacity reduction over time, or performance changes caused by usage patterns are not covered.
Charging Port Replacement
Covers charging connectivity faults caused by component failure. Does not cover damage caused by debris, liquid exposure, or physical stress to the port after repair.
Camera Replacement
Covers image function, focus, and module failure related to the replaced component (front and rear). Excludes damage caused by impact or liquid exposure.
Speaker & Microphone Replacement
Covers audio output or input failure resulting from the replaced component. Excludes blockage, contamination, or damage occurring after repair.
All warranty periods commence from the date the repair is completed. Any warranty claim is subject to inspection to confirm that the fault relates directly to the original repair.
How to Make a Warranty Claim
To make a warranty claim, customers must contact Second Life Devices within the applicable warranty period. Claims submitted after the warranty period has expired will not be accepted under this policy, however your ACL rights may still apply depending on the nature of the fault.
Step 1: Contact Us
Reach out to us as soon as the issue arises using one of the following:
- Email: phone.support@secondlifedevices.com.au
- Phone: 0403 046 464
- Contact form on our website
Please provide your name, contact details, a description of the fault, and your proof of purchase (receipt or order number) when making contact.
Step 2: Device Assessment
Once your claim is received, you will be required to bring the device to us or arrange delivery. Our technicians will inspect the device within 1–2 business days to determine whether the fault relates directly to the original repair or purchase and has not been caused by external factors. Inspection is complimentary.
Step 3: Claim Decision
Following inspection, we will notify you of the outcome of the claim. If the claim is valid, we will advise the resolution – being repair, replacement, or refund – and arrange completion at no cost to you. If the claim is not valid, we will explain the reason and, where applicable, provide a quote for out-of-warranty repair.