Trouble Shooting - Assessment Request

Things you should know

We’re here to help.

How to get your faulty device serviced

If your device is faulty, you can take it to a service centre for assessment. You’ll need your Proof of Purchase which is available to you any time on the Woolworths Mobile App. If you have a Service Centre nearby, this option may suit you as you’ll generally have your handset back in as little as 48 hours.

If your device is under warranty and our team find the fault is due to a manufacturer’s defect, we’ll arrange for the device to be serviced at no additional cost.

What your warranty doesn’t cover

The warranty doesn’t cover devices that are lost, stolen or have been physically damaged.

How much will it cost?

There's no charge if the issue is covered under warranty, Your warranty is valid for the minimum term of your plan - 24 months or 36 months. If you’re not sure, this information is available on the Plan Details page in the Woolworths Mobile App or on your Proof of Purchase, also available on the App.

If you’re outside your warranty period and you’ve sent your handset in, it will be returned to you unserviced. Your nearest repair centre can provide you a quote for any out of warranty repairs.

Knowing your rights

Our goods 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.

Manufacturer’s Warranty

Most mobile handsets are accompanied by a manufacturer’s warranties. These warranties tend to cover manufacturing faults with the handset as described in those warranties. You’ll usually be entitled to a replacement or repair of your phone if a manufacturing fault happens during the term of the manufacturer’s warranty.

Consumer Guarantees

Over and above any manufacturer’s warranty, Consumer Guarantees include a guarantee that the mobile phone will be fit for purpose, safe, lasting, acceptable in appearance and free from faults for reasonable period of time having regard to factors like the type of product and its cost because your satisfaction is important to us. For more information about Consumer Guarantees and your return rights, please visit

You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is major.

What is a major fault

A major fault is defined as a fault that would make the product unsafe, substantially unfit for purpose (either the purpose for which the goods are commonly used or a specified purpose which was disclosed to the customer prior to purchase), or would normally stop someone from buying the particular product if they’d known about the nature and extent of the fault.

If your product has a major fault which has been confirmed through our assessment process, you can choose whether to have it repaired or replaced, or to receive a refund. You may even be able to end the service contract that is connected with the faulty product.

A major fault includes:

  • Does not power on phone is continually freezing and continues to do so after performing a factory reset
  • Touchscreen is unresponsive after performing a factory reset
  • No audio from the speaker or microphone
  • No reception at all - please refer to our Network Coverage Map

Not a major fault?

If your product has been assessed and considered that it doesn’t have a major fault, we’ll replace or repair your device within a reasonable time. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

If possible, you should back-up your data while you are on WIFI ​as the assessment/repair process may result in the loss of any data stored on your device.

Major Faults and their Remedies

Early Life Failure and Dead on Arrival
The policy for handset returns is designed to help you if you receive a new handset that does not work (Dead on Arrival or DOA), or if the phone becomes faulty early in its life (Early Life Failure or ELF).


Dead on Arrival (DOA) - DOA is when the handset purchased is first switched on (at time of receipt of the handset) and a fault is detected within the same periods outlined under Early Life Failure (ELF) below.

Early Life Failure (ELF) - ELF occurs when the handset purchased has become faulty within 30 days of the purchase date. The fault is the result of a handset issue and not the result of damage by the user.

Faulty DOA and ELF handsets can be refunded after the returns process is followed.

Remedies for major failure with your Woolworths Mobile Device

  • Return the product and ask for a refund, or

  • Return the product and ask for an identical device model replacement, or one of similar value if reasonably available.

Remedies for major failure with Services

  • Cancel the contract and pay for the remaining cost of the handset, or

  • Seek a refund of the Services portion of your Plan, or

  • Keep the contract and negotiate a reduced price for the drop in value of the service

Returns process

Returns Process for major faults, DOA or ELF

The procedure below is to be followed if you receive a handset and it is determined to be a Dead on Arrival (DOA) / Early Life Failure (ELF) or have a major fault, once you have complete the 6 Steps of Troubleshooting.

  1. If your new handset exhibits faults within the Early Life Failure period, please contact our Customer Care Team as soon as possible to advise them of this.

  2. Gather your handset including all packaging and accessories provided with phone in preparation for collection

  3. Handset will need to be sent to an authorised assessment centre for approval. Once the major fault is confirmed, you will receive a replacement handset.

  4. Handset misuse such as physical or liquid ingression may void the ELF/DOA Policy.

  5. Woolworths Mobile reserves the right to charge for any additional costs incurred as a result of you returning damaged or incomplete goods.

Back-up your data

If possible, back up your data ​while on WIFI ​ and unlock your mobile phone using your personal access code before returning it.

The assessment or service process may result in the loss of any data stored on your mobile phone. Give us as much detail about the fault as you can, particularly if it doesn’t happen all the time. Don’t forget to also provide your preferred contact number to reach you on.

Where to get your device repaired

Whichever option you choose, you'll get your product back working exactly the way it should.

Repair Centre

Repair Time -Generally, you may have your device back in approximately 48 hours.

Repair Centre

Repair Time -Generally, you may have your device back in approximately 48 hours.

Assessment Centre

Repair Time -Can take up to approximatley 10 working days.

How to proceed - Contact Woolworths Mobile.

To assist you as quickly as possible, the best option is to contact our Customer Care Team via Chat who will arrange for your handset to be assessed.

Please note that we do not offer loan phones.

We’ll send you a label so that you can arrange shipment with our dedicated courier service