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Having troubles with your CLEARNET Phone?
We've got you covered with quick, easy and convenient service options that will help you get your phone back up and running.
The chart below describes your service options and the applicable costs.
Please make sure you remove all personal details like contact numbers, passwords and memory cards from a mobile phone you return to us. Once you delete personal data, it cannot be recovered. CLEARNET is not responsible for any loss or unauthorized use of personal data left on or in a phone.
All new CLEARNET mobile phones come with a 12 month warranty. All repairs come with a 90 repair warranty against workmanship. All refurbished devices come with a 90 day warranty.
| Type of Repair | What is it? | Applicable Charges | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|
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CLEARNET Device Swap
(30 days or less after device activation)
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Clear and simple - if you're having troubles with your phone within 30 days of activating your service, CLEARNET will swap your defective device for a new one.
Swapping your phone is as simple as calling us at 1-877-597-2121. We'll send you a new phone and a return mailer for your defective one. |
None – be confident that CLEARNET's got your back if you're having problems with your phone.
A non-refundable fee(1) will be applied to your account if we don't receive your defective phone within 14 business days from when we shipped your new device or if it is determined that you have violated the Manufacturer's Warranty. |
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CLEARNET Exchange Program (for in warranty devices only) |
With the CLEARNET Exchange Program, we'll send you a refurbished phone for less than the cost of buying a new device and without having to wait for your device to be repaired. All you have to do is send back your defective phone.
The CLEARNET Exchange Program is only available for in-warranty devices and for a like-for-like device exchange. To request the CLEARNET Exchange, give us a call at 1-877-597-2121. |
Depending on the current retail cost of your device, the appropriate charge will be applied to your account:
A non-refundable fee(1) will be applied to your account if we don't receive your defective phone within 14 business days from when we shipped your replacement device or if it is determined that you have violated the Manufacturer's Warranty. |
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In Warranty Mobile Phone Repair (for in warranty devices only) |
Having issues with your phone? Give us a call at 1-877-597-2121 and our friendly staff will arrange to have your mobile phone sent out for assessment and repair. |
Provided the warranty hasn't expired, there's no charge for the repair if the defect is covered under the Manufacturer's Warranty. If your device is found to be outside of the Manufacturer's Warranty, CLEARNET will provide you with repair quote(2). |
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Out-of-warranty Mobile Phone Repair (Expired warranty and/or issues not covered by the Manufacturer's Warranty) |
Upon assessment, we will provide you with a quote for the costs for the repair. At which point, you have the option to either accept or reject the repair. There is a minimum $25 assessment fee, which is waived if the repair quote is accepted (3). |
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| In-warranty Accessory Exchange |
For in box-accessories included with your CLEARNET device, call us at 1-877-597-2121 and we'll send you a replacement. CLEARNET is not responsible for accessories that weren't purchased through CLEARNET. |
Provided the warranty hasn't expired, there's no charge for a replacement if the defect is covered under the Manufacturer's Warranty. | ||||||||
(1)If CLEARNET doesn't receive your device within 14 business days from when we shipped your replacement device and/or return mailer or we discover that the Manufacturer's Warranty has been voided, a non-refundable fee will be applied to your account. This fee will follow the table outlined below and will be in accordance to the current retail price of the device in question.
| Device Retail Price | Out of Warranty Fee | Non-Return Fee |
|---|---|---|
| $0-$80.00 | $80 | $80 |
| $80.01-$120 | $80 | $120 |
| $120.01-$160.00 | $120 | $150 |
(2) If it is determined that your device is Out of Warranty, a CLEARNET agent will call you to provide a repair quote. If you accept the quote, the amount will be charged to your account and your CLEARNET mobile phone will be repaired and returned to you. If you decline the quote, your CLEARNET mobile phone will be returned to you as-is.
(3) A CLEARNET agent will call you to provide you with a repair quote. If you accept the quote, the amount will be charged to your account and your CLEARNET mobile phone will be repaired and returned to you and the $25 assessment fee will be waived. If you decline the quote, your CLEARNET mobile phone will be returned to you as-is and the $25 assessment fee will be applied.
A copy of the Manufacturer's Warranty is included in your mobile phone's box. Here are some things that aren't covered by the Manufacturer's Warranty:
Water Damage
If your mobile phone has been exposed to moisture damage, it won't be covered by the Manufacturer's Warranty.
Common causes for moisture damage include:
- Being dropped in water
- Spilling liquid on the phone
- Rain, fog or mist droplets
- Leaving the phone on moist surfaces like countertops
- Body perspiration
- Water condensation caused by leaving the phone in the bathroom while taking a shower, or by leaving the phone in a vehicle overnight
Physical Damage
If your mobile phone is damaged due to neglect or abuse, it won't be covered by the Manufacturer's Warranty.
Some examples or physical damage include:
- Broken LCD screen
- Broken flip
- Damage to housing
- Broken charging port
- Warped internal components
- Bent / cracked main board
Money Back Guarantee
We feel so good about the freedom and security of CLEARNET that we offer a complete 30-day satisfaction guarantee or your money back. If you're not completely satisfied with your purchase, you are eligible for a full purchase refund within 30 days of service activation*.
| Program | What is it? | Applicable Charges |
|---|---|---|
|
Money Back Guarantee (30 days or less after device activation) |
If you change your mind about CLEARNET, we'll be happy to provide a full refund of your purchase - we want to make sure you feel comfortable buying from us.
If you would like a refund of your CLEARNET purchase, give us a call at 1-877-597-2121. |
None – we'll take care of the details and costs involved in shipping back your phone.
Upon receipt of your device, accessories and proof of purchase, CLEARNET will provide a full purchase refund. If device is damaged, it will be returned to you with no refund provided. Please note that you are still responsible for any unpaid usage on your CLEARNET account. |
* Conditions apply – see applicable charges.
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