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Belong warranty policy

You can have peace of mind that all Belong’s refurbished devices are supported by a 12 month warranty. Your warranty period starts from fulfilment date of your order. This warranty is provided by Belong a division of Telstra Limited ABN 64 086 174 781.

Our devices 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.

If your device is covered by the warranty, we will provide you a refund.

To make a warranty claim, please call us on . We will ask you to provide some details about your device and provide you the details to return your device to Belong.

There are a number of reasons we may reject your claim such as: 

  • the claim being outside the warranty period; or

  • the IMEI in the claim not matching the IMEI we have on record for your device; or

  • the physical device not matching the device we have on record as being shipped to you or

  • the claim relates to a cosmetic defect. Examples of such are chip, scratch or a crack in the device; or

  • the claim relates to a Belong SIM card; or

  • the claim relates to a functional issue that is a non-system issue. An example of such is that the claim relates to an app on the phone that is not systems app such as Facebook or WhatsApp.

  • the claim relates to failures that are caused by the way the device is handled or the way the device is used. Examples of such are damaged devices caused by water, devices that are physically damaged and/or unauthorised repairs of devices.

If your claim is accepted, we will give you a refund.

You will need to arrange to send your device back to us. We’ll reimburse you for your postage costs as part of your refund.

Before returning your device back to us, please ensure you back up your device, remove any PIN locks, turn off location/account locking features, remove your SIM card and reset the device to factory settings. If the device returned to us has any lock present, the device will be returned to you to remove these locks (this cost will be deducted from your refund).