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FAQs

Opening Hours

We are online 11am - 2am NZST, Monday to Friday, midday - 8pm Saturday and 4pm - midnight Sunday.

Order or ask a question at any time and we'll respond during those hours.

Delivery

To ensure that you receive your new phone as quickly and safely as possible, we use a range of delivery options. Delivery times for all options are detailed below.

Insured Courier Delivery

  • 2-7 days handling time.
  • Generally next day from our Hong Kong warehouse into Auckland.
  • Additional day to Wellington, Christchurch, Hamilton, Rotorua and Whangarei.
  • Other more regional  depending on remoteness.

Express Shipping Service

  • 1-5 days handling time, generally arrives 1 day sooner.
  • Generally overnight from our Hong Kong warehouse into Auckland.
  • Additional day to Wellington, Christchurch, Hamilton, Rotorua and Whangarei.
  • Other more regional areas are usually between 1 to 5 days depending on remoteness.

Shipping Fees

Below are the shipping methods that we offer;

  • Courier tracked deliveries (takes 2 to 7 days) to New Zealand start at $19.90
  • Expedited courier shipping (takes 1 to 5 days) to New Zealand start at $29.90
  • Expedited Courier Shipping (takes 1 to 5 days) including Customs fee start at $95.84
  • Courier Tracked Shipping (2 to 7 days) including Customs fee start at $85.84

Please note that orders containing only accessories may take longer to deliver than device orders. This is due to the postal network as small items are sent by regular, tracked post.

Order Tracking

No matter where the phone is sourced, Buy Mobile makes all attempts to keep you regularly informed of when you can expect delivery.

For all instances a tracking number and a link to the courier’s website will be provided. This is emailed to you through our fulfilment system, normally on the evening of the day of shipment for metro areas and the following morning for regional or orders received late in the day.

We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

Payment

All transactions processed through the website are processed in New Zealand Dollars (NZD) and the Buy Mobile secure check-out system offers a variety of payment methods.

Other currencies are shown for reference purposes only and payments made in these currencies do not include any international conversion fees that may be applied by your bank. Please note that your bank may also charge a different exchange rate to that displayed on the site.

Credit card

We accept all major credit card payments using eWay's fully encrypted and secure gateway. Details are not saved or stored on our servers, ensuring the highest levels of compliance and data protection.

Bank Transfer

Buy Mobile banks with Westpac and we accept direct deposit and internet bank transfers. The bank account details are provided to you during the check-out system and you will be able to make payment from your bank account once the order is placed.

PayPal

Buy Mobile accepts PayPal. You can pay on PayPal and receive the benefits of Buyer Protection and other peace of mind that PayPal offers.

Verification

Buy Mobile takes privacy and security extremely seriously. This industry receives constant attention from those trying to order products with other people's credit cards without their permission, so as a result all orders must proceed through a stringent verifications process before shipment. This may involve a phone call from one of our friendly verification staff or the confirmation of a fully refundable, random nominal charge to your credit card by email.

Your order will not be processed until the verification is complete, however we will ensure that you are kept up to date throughout and please feel free to contact us at any time regarding your order progress. Buy Mobile reserves the right to cancel an order at any time. An order is not considered to be a contract of sale until the item has shipped and a tracking number provided. Invoices are valid at the time of issue but final details are subject to change at any time at Buy Mobile's sole discretion.

Our Stock

Buy Mobile sells brand new, original, unlocked, top quality devices, sourced from  New Zealand, Australia and around the world.

Network Compatibility

Our devices are unlocked and will accept a SIM card from any network, however may not support all bands offered by that provider. If you are unsure please don't hesitate to contact us for more information.

Local Stock
All local stock comes with a 12 month manufacturer’s warranty, which can be serviced at any authorised repair centre in your area. These items are detailed as local stock in the respective product listing.

International Stock
Unless otherwise stated within the product description, the majority of devices are sourced internationally as we get newer, better versions at more attractive prices. International stock is sourced from a variety of locations, dependent on availability, price and quality. As all stock ultimately comes from the same factories, in reality the only difference between phones sourced from New Zealand and overseas is in the charger, which may have a different plug.

Chargers
To combat this we include an adaptor and, wherever possible, a local charger, to ensure you will never go short with your battery. International stock handsets come with a local warranty serviced by our warranty partner.

Branding
Every effort is made to ensure that your new device is free from carrier software and branding, but this may not be possible for a small number of models.

Manual
Also, please be aware that some manuals and software may arrive in a non-English language, however we provide English versions in the specifications section of the product listing.  Should you have difficulty tracking it down, please contact us and we will email you the digital version.

Software
You may also find that there is a variation between the pre-installed software of a New Zealand and International version of the same device. In most cases the amount of 'bloatware' is lower in international stock, however some features advertised on the local manufacturer's website may not be present in our devices.

 

Return Policy

Included with every order is a 30 day, free returns policy. You can claim a full refund or exchange of the item value (excluding shipping fees) on unshipped, unused and unopened items. The item must be sent back to our nominated address.

Warranty

All devices come with our 12 month warranty, which is included in the standard purchase price.

  • 12 month New Zealand-wide warranty.
  • DOA replacement within the first 48 hours.
  • Equivalent to manufacturer’s warranty from such companies as Nokia, Sony Ericsson and HTC.
  • Repair centres in various locations.
  • Assessment Guarantee: within 48 hours of receipt, generally 24 hours or less.
  • Repair Guarantee: within 30 working days of receipt, generally less than 7 days, and replacement phone offered if unable to repair within guaranteed timeframe. Within 60 days for photography products.
  • Return postage to return the item to you is included.

What is the warranty duration?

The Warranty Period of the item starts at time of receipt by the first end user. The item may consist of several different parts, covered by different Warranty Periods.

Different Warranty Periods include: twelve (12) months for the mobile device, other than consumable parts and accessories; six (6) months for consumable parts, refurbished items and accessories, including batteries, chargers, desk stands, headsets, cables and covers, and; ninety (90) days for the media on which any software is provided, for example CD-rom or memory card.

As far as law permits, the Warranty Period will not be extended, renewed, or transferable with subsequent resale, repair or replacement of the item, unless sold through an authorised BuyMobile wholesale channel .Repaired parts will be warranted for the remainder of the original Warranty Period, or for the sixty (60 days) from the date of repair, whichever is longer.

Please Note:

This Limited Warranty is in addition to, and does not affect your legal (statutory) rights under applicable national laws relating to the sale of consumer products. BuyMobile provides this Limited Warranty to BuyMobile products.

During the Warranty Period, BuyMobile (or a BuyMobile-authorised service company) may remedy defects in materials, design and workmanship, free of charge and within a timeframe they consider reasonable. BuyMobile may also, at its sole discretion, deem it necessary to replace the item in accordance with the Limited Warranty.

This Limited Warranty is only valid and enforceable in the country where you have purchased the item, provided that it is intended for sale in that country.

In some cases a single issue may be complex or have unintended repeat or ongoing issues. If a repaired item experiences the same issue or a related issue as the original issue, BuyMobile reserves the right to perform further corrective repairs, configuration or software changes to correct the issue.

Replacement items

If a replacement handset is offered it will be of the same make and model where possible. If it is not possible to replace your item with the same make and model, BuyMobile reserves the right to replace the item with a functionally equivalent item at its sole discretion.  In the case of the product no longer being available, we may choose to replace it with a similar product up to the same value. This value are determined by the last BuyMobile retail price prior to the time of replacement. The replacement is not redeemable for cash. The warranty from the original item will transfer to the item that has been provided as the replacement.  It is not possible to extend or renew this warranty in any way.  The warranty period is not extended and will expire on the same date as the original warranty item's warranty expiration date.

How do I make a claim under the warranty scheme? 

Once you have been authorised with an RMA code you may return the item or the affected part (if it is not the entire handset) to the nominated Care Centre or BuyMobile designated service location. You must return your item or the affected part before the expiry of the Warranty Period.

When making a Limited Warranty claim you may be required to present:

  •  the item (or affected part)
  • the legible and unmodified original proof of purchase, which clearly indicates the name and address of the seller, the date and place of purchase, the product type and
  • the IMEI or other serial number

This Limited Warranty extends only to the original first end user of the item and is not assignable or transferable to any subsequent purchaser. If you have no proof of purchase you cannot demonstrate that you are a contracting party. If you are a subsequent purchaser you can contact the ACCC for further clarification of your rights.

What is not covered by my limited warranty? 

This Limited Warranty does not cover user manuals or any third party software, settings, content, data or links, whether included or downloaded during installment, 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, the repairer 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.

The warranty 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 manufacture (as set out in the item’s user guide), or; any other acts beyond the reasonable control of BuyMobile.

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 BuyMobile, 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 Limtied 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 BuyMobile and the repairer.

This Limited Warranty does not apply if the item has been exposed to: moisture; dampness; extreme thermal or environmental conditions; rapidly changing thermal or environmental conditions; corrosion; oxidation; spillage of food or liquid, or; influence from chemical product.

Use of non-standard subscriber identity modules (SIMs):

SIMs or SIM cards are small electronics cards issued by telecommunication networks that identify and allow customers to connect to and utilise a cellular mobile phone network. Use of non-standard or SIM cards not issued specifically by the network that the customer is subscribed to may result in damage to the phone. Use of any SIM not specifically and officially issued by the customer's subscribed network operator shall immediately void all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind.

This includes copied SIMs, dual or multi-SIM modules and SIM adapters/carriers. Similarly use of a micro-SIM in a standard sized SIM slot (with or without an adapter or carrier module) shall have the same effect of immediately voiding all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind.

Other important warranty notices

A third party independent operator provides the SIM card and cellular and/or other network or system on which the handset operates. BuyMobile will not accept responsibility under this warranty for the operation, availability, coverage, services or range of the cellular or other network or system.

Before the item can be repaired or replaced, the operator may need to unlock any SIM-lock or other lock that may have been added to item by a specific network or operator. Accordingly, BuyMobile does not accept responsibility for any delay in warranty repairs where the delay is caused by the operator’s failure to unlock any SIM or other lock. Please remember to make back-up copies or keep written records of all important content and data stored in your item, as content and data may be lost during repair or replacement.

If testing anaysis reports that Samsung Knox is Triggered or SuperSU is installed on the device, then ALL warranty cover is voided. This includes both software and hardware, as once custom kernels are flashed, or a device rooted the code gets rewritten, inline with rulings made by the manufacturer's this constitutes hardware damage.

BuyMobile, to the extent permitted by applicable law, shall not under any circumstances be liable, either expressly or impliedly, for any damages or losses of any kind whatsoever resulting from loss of, damage to, or corruption of, content or data during repair or replacement of the item. All parts of the item or other equipment replaced by BuyMobile is the property of BuyMobile.

BuyMobile and its authorised service companies reserve the right to charge an assessment and handling fee where the returned item is not covered by the terms and conditions of the Limited Warranty.

Claims for warranty that are found to fall outside of the terms and conditions of the warranty will attract an inspection fee that is payable to the repair centre prior to the customer's item being returned to the customer.  Failure to make this payment within 7 days of invoice will result in cost recovery being sought by the disposal of the item and other by other methods at the discretion of the warranty provider.

When repairing or replacing the item, BuyMobile may use products or parts that are new, equivalent to new, or re-conditioned. Your item may contain country specific elements, including software. If the item has been re-exported from its original destination country to another country it may contain country specific elements that are not considered defective under this Limited Warranty. BuyMobile will not be liable for repair or replacement where the item fails to meet performance or hardware expectations due to the build, quality or design of the device by the original manufacturer, unless the item is deemed faulty by BuyMobile or our authorised repair agent.

PRIVACY

PRIVACY STATEMENT

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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you register or purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at contactus@buymobile.co.nz or mailing us at:
Rapid Supply Ltd
9/F Amtel Building,
148 Des Voeux Rd,
Central, Hong Kong

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
If you violate our Terms of Service, we may disclose evidence of your use of our service including activity relating to items that have been shipped to you by post or courier, communication with us or our affiliates in the form of (but not limited to) electronic mail, online chat transcripts, handwritten evidence, voice recordings, payment information, order details, website use logs.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
Google analytics:
Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where


SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at contactus@buymobile.co.nz or by mail at
BuyMobile
[Re: Privacy Compliance Officer]
Rapid Supply Ltd
9/F Amtel Building,
148 Des Voeux Rd,
Central, Hong Kong
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