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Manufacturer's Warranty
PureMobile Warranty
Return Policy
Defective/DOA Policy
Manufacturer's Warranty
All Brand New Handsets and OEM Accessories come with a
One Year Manufacturer's Warranty, unless
otherwise specified.
The manufacturer's warranty is offered by the manufacturer
only, not PureMobile, and maybe be restricted by geographical
constraints. The manufacturer determines in which country the
item must be sent to for servicing. Please note that the servicing
country can be other than United States, United Kingdom, or Canada.
What do you mean, will I get service in North America or not?
It depends on the manufacturer. We bring the latest GSM Mobile Phones from all over
the world and usually the manufacturer's local office don't know about these
models. They don't know how to service them or repair them. So, they will forward you
to the manufacturing office that most of the times, if not all, is overseas.
I want service in North America!
We offer a warranty Performance Protection Plan that will replace your
manufacturer's warranty for an A+ rated warranty service in North America. Learn
more about the Performance Protection Plan here.
Manufacturer's Warranty
PureMobile Warranty
Return Policy
Defective/DOA Policy
The PureMobile Protection Plan* is a unique after-sale service and
support program that replaces the manufacturer's coverage on your product for one or two years.
Our comprehensive plans include: 100% parts and labor coverage, 1-800 toll free service and support, locations in Canada and the United States for repair, and a hassle free claims process.
We recommend you purchase our protection plan as your product's service solution and maximize on the advantages this plan provides.
Not all protection plans our created equal. With the PureMobile Protection Plan you no longer have to deal with the manufacturer. You simply deal with PureMobile. We take care of the repair or replacement. With many manufacturers you may have to send it back to the repair facility outside of North America, but with PureMobile we have locations to send the phone back in Canada and the US. This way you don’t have to worry.
With repair facilities in your own country it means that all repairs are done and shipped back within three weeks from when it is received at our facility.
Other advantages include no deductibles or hidden fees**. This means that you will never be asked to pay any additional fees for the repairs or replacement of your phone.
* The PureMobile Protection Plan is a replacement for the manufacturer warranty and manufacturer defects. It is not insurance and does not cover water damage, loss or accidental damage.
** All returns of phones by the customer to PureMobile’s repair facility are the responsibility of the customer. PureMobile is responsible for return shipping costs only.
Before you dismiss the PureMobile Protection Plan, the following story might interest you:
Advantages of the PureMobile Protection Plan
POWER SURGE PROTECTION
Whether the cause is from a brownout or line spike, with our PureMobile Protection Plan you are covered.
SECURITY
PureMobile Protection Plan provides double the peace-of-mind and protection with the backing of A Federally Licensed
NO DEDUCTIBLES
No deductibles, no hidden charges, no out of pocket costs for our PureMobile Protection Plan holders. We pay any covered claim from the first dollar.
TRANSFERABILITY
Our coverage follows the product, which may enhance its market value. When you sell your product call our Customer Service Representatives to transfer coverage.
RENEWABLE
PureMobile Protection Plan can be extended on most products for up to 1 year at a time, at the expiry of the initial contract. Just ask your sales representative.
PEACE OF MIND
Your PureMobile Protection Plan extends the manufacturer's plan to a total 3 years, ensuring long-term protection and longevity for your product.
QUALITY SERVICE
All repairs are performed by authorized servicers with parts and labor covered for the term of your service plan.
CALL FOR HELP
Just make one phone call and our Technical Support Representatives can help resolve most of your issues through troubleshooting. Hours of operation are Monday to Friday - 3:00PM - 11:00PM [GMT].
Manufacturer's Warranty
PureMobile Warranty
Return Policy
Defective/DOA Policy
PureMobile's 10 Day Return Policy
If you are not satisfied with a product within the first 10
calendar days from the date of receipt:
PureMobile will offer a refund* provided that the product is in
brand new condition** (sellable as brand new) and contains all
instruction books, cords, accessories, and any other items that
were originally included with the product. All merchandise is
visually inspected upon receipt for signs of wear and tear prior
to the issuance of any refunds, exchanges or credits. A 20% restocking
fee will apply.
PureMobile will charge an additional 10% restocking fee if the product is missing instruction books,
original box, or software CDs. Missing cords, accessories, or any other items
that were originally included with the product will be charged separately at market price.
If the product is not in acceptable return condition*** PureMobile will refuse to accept the return and will not authorize any refunds.
No phone with a talk time greater than 30 minutes will be accepted.
No returns will be accepted after 10 calendar days from receipt date. There are no exceptions.
*Upon receipt and acceptance of your return, PureMobile will refund your
purchase price, minus shipping, handling, gift packaging, applicable
restocking fees and/or any other charges. PureMobile is not responsible
for shipping charges on returns.
**brand new condition means that there are no scratches, marks, or blemishes and the talk time of the phone is under 30 minutes.
***PureMobile reserves the right to classify the condition of any product. A not
acceptable return condition is for a phone with scratches, marks,
or blemishes or phone talk time over 30 minutes.
Manufacturer's Warranty
PureMobile Warranty
Return Policy
Defective/DOA Policy
PureMobile's 10 Day DOA/Defective Policy
PureMobile's 10-Day Exchange DOA/Defective Policy does not cover the following:
-Physical damage due to improper handling
-Water damage
-Damage due to Acts of God
-Damage for using accessories that are not specified in the user manual
-Network Issues like dropped calls, low signal
PureMobile determines a phone as defective when none of the above apply and the phone:
-Cannot place phone calls
-Cannot send text messages
PureMobile will reject any item as a defective item if at least one of the following conditions apply:
-The seals on the product have been tampered
-The IMEI on the phone has been removed
-The software of the phone has been changed by means of flashing the OS, re-programming the phone, or any other
alteration.
-The phone has more than 30 minutes talk time
Please note that PureMobile gets its products from around the globe, as such, they are not necessarily 100%
compatible with all the services provided by your GSM Service Provider. Please confirm first the
compatibility of our product with added services such as GPRS, MMS, SMS, and others. An item will not
be considered as defective for incompatibility issues with services from your GSM Service Provider.
If a product is defective within the first 10 calendar days from
the date of receipt:
PureMobile will repair the product or replace the product for a new one if the product is not repairable
within 10 business days of receipt. Any and all
instruction books, cords, accessories, or any other items that were originally
included with the product will not be replaced unless they are found to be
defective.
If you receive defective or incorrect merchandise, we will cover shipping charges
up to a maximum of £15.00 when sending the the item back to us for repair or exchange.
If you wish to return a defective product for a refund a 10% re-stocking fee will apply.
Upon receipt and acceptance of your return, PureMobile will refund your
purchase price, minus shipping, handling, gift packaging, the applicable
restocking fee and/or any other charges. PureMobile is not responsible
for shipping charges on returns.
PureMobile will charge a 20% restocking fee if the product is missing instruction books,
original box, or software CDs. Missing cords, accessories, or any other items that
were originally included with the product will be charged separately at market price.
If a product is defective after 10 calendar days from
the date of receipt:
Any and all defective products are exclusively supported by their manufacturer after 10
calendar days from date of receipt.
Please read the terms and conditions from the manufacturer's
warranty as they will apply in full after 10 calendar days from the date of receipt.
No phones will be repaired or replaced by PureMobile after 10
calendar days from date of receipt. There are no exceptions.
Brand New: All our products are 100% brand new in their original packaging unless otherwise stated. We inspect all our items prior to shipping and test them for operability and quality assurance.
Open Box: Item has been tested to be in 100% working condition. Handsets may have up to thirty (30) minutes of talk time as per our return guidelines, but overall it will look new.
Refurbished: Item has been repaired to be in 100% working condition. The exterior parts have changed so they item will look brand new.
Used: The item has been used and may have some minor wear but nothing significant. Item has been tested to be in 100% working condition.
Demo / Dummy: These are strictly show units. They have no working parts and are not meant to be real phones.
What is Sim Free? A sim free phone is a phone that is not
locked to the sim card of a specific carrier.
What is Unlocked? An unlocked phone is a phone that can work
with any sim card and/or GSM service provider. Please note that at least one
of the GSM Bands in the phone should match the GSM service prodiver's bands.
What is a Sim Card? A sim card is a small flat rectangle plastic
that contains a microchip. This microchips is the heart of your phone, it contains
your phone number, your address book, and the necessary information for your phone
to work. All sim cards look the same, but the microchip inside is different for
every GSM service provider.
What is a GSM service provider? A GSM service provider (carrier)
is a company providing you with a working line and phone number. To do this, they
will provide you with a sim card.
My GSM service provider does not have sim cards, why?
If your service provider does not have sim cards, then it does not use GSM
technology. Our phones will not work with non-GSM service providers.
What is GSM and non-GSM?
GSM is a mobile phone technology that uses TDMA (Time Division Multiple Access).
GSM stands for Global System for Mobile communications. The competing system is CDMA
(Code Division Multiple Access). GSM and CDMA are not compatible systems. If a phone
is designed for GSM, it will not be compatible with CDMA and vice-versa.
What are GSM Bands 900/1800/1900 Mhz? GSM technology can work on
up to 4 frequencies: 850 Mhz, 900 Mhz, 1800 Mhz, and 1900 Mhz.
Some GSM phones support all the bands or frequencies, or just a couple.
A dual band phone supports only two, usually 900/1900 or 850/1900.
A tri-band phone supports three bands, either 850/1800/1900 or 900/1800/1900.
A quad-band phone supports all GSM bands. Quad-band phones are able to
work with any and all GSM service providers.
On the other hand, GSM service providers support just a subset of all the GSM bands
available. Before buying a GSM phone, make sure the phone supports at least one
of the bands that your GSM service provider supports.
Do I need a contract to buy an Unlocked Phone?
No. A contract is required between you and the GSM service provider for you to
get a working phone line. A contract is not required between you and PureMobile.
No service plan included?
GSM service providers offer phones at discounted prices attached to their service
plans. The catch is these phones are locked to their sim cards. You cannot
use them with other GSM service providers. Our mobile phones are unlocked, they
reflect the real market price of a mobile phone and they are not locked to
a specific GSM service provider. That's why we do not attach any service plan to them.
What are 3G / HSDPA Bands?
3G is the 3rd Generation of mobile standards. 3G is also known as HSDPA or HSPA. 3G technology provides high speed data transfer which allows for a much richer multimedia experience on mobile devices. 3G technology allows for faster internet access, streaming tv and video, music and other types of entertainment content. A data plan with a GSM carrier is recommend to use 3G / HSDPA technology.
Here is a summary of the 3G / HSDPA Networks / Carriers in North America:
United States:
AT&T
3G / HSDPA 850/1900
Bend
3G / HSDPA 1700/2100
Cordova Wireless
3G / HSDPA 850
CTC Telecom
3G / HSDPA 1700/2100
Sterla Wireless
3G / HSDPA 1700/2100
T-Mobile
3G / HSDPA 1700
Canada:
Bell
3G / HSDPA 850/1900
DAVE
3G / HSDPA 1700/2100 (Coming Soon)
Fido
3G / HSDPA 850/2100
Rogers
3G / HSDPA 850/1900
Telus
3G / HSDPA 850/1900
Videotron
3G / HSDPA 1700 (Coming Soon)
Wind Mobile
3G / HSDPA 1700
To get the full advatange of a 3G/HSDPA enabled cellular phone you want to make sure the 3G/HSDPA bands match with the ones your cell phone provider support. If your cell phone carrier is not listed above please call them to find out which 3G/HSDPA band they use or you can verify on one of the following lists:
The PureMobile Protection Plan* is a unique after-sale service and
support program that replaces the manufacturer's coverage on your product for one or two years.
