What types of warranty are provided?

A manufacturer’s warranty is available on all equipment sold or supplied by us. If your equipment is faulty you may be able to make a claim under this warranty. Details of the warranty are included with your equipment. Manufacturers provide two types of warranty ‘Early Life Failure’ (ELF) and ‘Standard’.

Usual ELF warranties cover mobile phones in the first 10 days of use and provide a full replacement/new phone. If your mobile phone fails during this time check the warranty documentation that came with your mobile phone to see if it is within the ELF warranty period. If you are not eligible to make a claim, please contact us immediately on 1300 13 7827.

Standard warrantys cover a mobile phone for a period of 12 months to ensure that the product is free of defects in materials, design and workmanship. If your phone is past the ELF period, check the warranty documentation for information on the stanard manufacturer's warranty and recommended service centres. Remember to take a copy of your proof of purchase to the service centre and remove your sim card and/or accessories.

Typically batteries are covered by a standard 6 month warranty and accessories a standard 12 months.

IMPORTANT: Warranties do not cover physical, liquid or sun damage, or unlocking and programming. Additionally, they do not cover loss or theft.

What are the costs?

You are responsible for any costs associated with the delivery of your mobile phone to a service centre.

If a service centre rejects a claim for warranty repair you will be liable for the repair or quotation costs.

What if my phone is lost or stolen?

You can temporarily suspend your mobile service in the event that your phone is lost or stolen, call 1300 13 7827.

Startel will attempt to block your lost/stolen sim immediately upon notification. Blocking may take up to 15 minutes to provision on the Startel network. We can then send a new sim upon your request. You are responsible for all calls and services used by your mobile service if someone else uses your mobile phone. We are unable to provide refunds or credits for delays in barring or blocking mobile services.