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 an extended 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
Extended Warranty
Return Policy
Defective/DOA Policy
The Performance Protection Plan is a unique after-sale service and
support program that replaces the manufacturer's coverage on your
product for as long as you choose.
Our comprehensive plans include: 100% parts and labour coverage,
1-800 toll free bilingual service and support, access to thousands
of authorized service providers across North America, a hassle
free claims process, and are backed by an A+ rated insurance
company.
We recommend you purchase a P3 plan as your product's service
solution and maximize on the advantages this plan provides.
Before you dismiss the P3 Plan, the following story might interest you:
Advantages of the P3 Plan:
GLOBAL PARTS AND LABOUR COVERAGE
We cover all the parts and labour necessary to return your product to factory specifications wherever you are. If your product cannot be repaired, we will provide for a replacement.
POWER SURGE PROTECTION
Whether the cause is from a brownout or line spike, with our P3 Plan you are covered.
SECURITY
P3 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 P3 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
P3 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 P3 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 - 9:00am to 5:30pm (EST).
CALL FOR SERVICE
Simply call the 1-800 number listed on your service contract and our Customer Service Representatives will refer you to an authorized service centre near you. Your P3 Service Plan and Original Bill Of Sale must be presented for service.
Manufacturer's Warranty
Extended Warranty
Return Policy
Defective/DOA Policy
PureMobile's 15 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
Extended Warranty
Return Policy
Defective/DOA Policy
PureMobile's 15 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 $12.00 USD 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 Brand New in their original packaging unless otherwise stated.
We inspect all our items prior to shipping and test them for operateability and quality assurance.
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.
Monday to Friday [10:30 AM to 4:00 PM] EST Current Time:
The Performance Protection Plan is a unique after-sale service and
support program that replaces the manufacturer's coverage on your
product for as long as you choose.
