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FAQs on buying a phone

Why phonelah?
"Use the right tool for the job" they say. Phonelah is a peer-to-peer marketplace for buying and selling phones - a wayyy better experience for both buyers and sellers to transact without risk!
✔️ We authenticate all phones transacted on the platform,
✔️ and because we are so proud with what we do,
✔️ we provide warranty for free.
How did you classify or grade the condition of an item?
Our products are 100% working. That said, their physical appearance can vary. A lower grade doesn't reflect poorly on its functionality - a lower grade just means that the product will display signs of use on the body exterior or on the screen. Every product is authenticated by our team to make sure it is as described.
  • New  Item is brand new and unused. Comes in the original box with all the accessories. True story. Order to see for yourself.
  • Mint  Pristine condition with no imperfections. Nicely bubble wrapped. Ideal for the perfectionist.
  • Great  Light scratches on body but not on screen. Nicely bubble wrapped. See it. Like it. Bring it home.
  • Good  Noticeable imperfections on body or screen. Nicely bubble wrapped. Each phone is beautiful with a story to tell, just like art.
What is your refund policy?

Due to the peer to peer nature of our platform, we cannot offer refunds or returns if the wrong item is ordered. The good news is you can always resell with us if you no longer want your item. We would offer a replacement or refund during our authentication process if we find the seller’s item isn’t as described.

What is the buying process?

Authenticating - we collect to inspect the seller's item.
Delivering - you've received the item as described.
Completed - money is released to seller after 24hrs.

Why isn't the phone accessories included? Earphones, charger and cable etc.

Earphones are omitted for hygiene reasons. Starting 2021, an increasing number of manufacturers have ditched charger and cable in feature phones. With that in mind, we understand it would be unfair for sellers to include charger and cable that were purchased seperately.
As an alternative, the option to buy a charger and cable at a discounted price is provided before adding to cart.

What's the battery life like? 🔋

We use a proprietary software to test the health of a battery. Phones that pass our inspection will have at least 80% battery health.

How does warranty work?

Your warranty starts the day delivery is completed. The warranty covers device malfunction due to normal usage such as hardware deterioration due to battery’s capacity being less than 80% in a full charge.
However, it does not cover loss, theft, misplacements or accidents. This means LCD screen cracks and damages due to mishandling are not claimable.
To avoid doubt, we assume no liability for software failures such as application downloads, updates or upgrades, including root function (jailbreak), malware and viruses.

How to make a claim on warranty?

if you are facing issues with your device. We will make things right. Repairing a device malfunction during its warranty period is free. We offer discounts for repairs beyond the scope of warranty. We will arrange your device for drop off at our garage located next to Paya Lebar MRT - Exit C
1014 Geylang East Ave 3 #02-216
Singapore 389729
Please note that we may offer monetary compensation (equivalent to the cost of repair) when we are unable to fulfill a repair due to shortage of parts. We reserve the right to reject a claim on suspected foul play and escalate the case to local authorities.

What are the accepted form of payments?

We accept cash transfers on delivery via PayNow and PayLah. Payment can also made via any debit or credit card with Mastercard, Visa or American Express on checkout. We partner with Stripe to process payments online. Stripe is a Level 1 PCI service provider, the highest security level in the payment industry. To avoid doubt, your card information is never kept with us!

How can I view my historical transaction on orders?

You may view your transactional history by logging in with the email address you provided when placing an order.

FAQs on selling your phone

What are the benefits of selling on phonelah?

    Sell direct without risk. Forget price negotiations and failed meet ups. Have the item verified and inspected to let buyers have a peace of mind.

  • ✔️ Free selling - fees are paid by buyer
  • ✔️ Free warranty on all items transacted
  • ✔️ Free collection at your doorstep
  • ✔️ Free delivery to the buyer
  • ✔️ Free payment processing for credit
If there are no fees, what is in for you? How do you earn?

Selling on phonelah is free. Sellers receive the full amount they asked for.
We earn a 7% min. S$59 markup on a purchase, this coverstransportpaymentwarrantyfor your buyer.

How would you classify or grade the condition of an item?

All items listed must be fully functional but their appearance may differ by grade.

  • New : Item is brand new and unused in a box.
  • Mint : Pristine condition with no imperfections.
  • Great : Light scratches on body but not on screen.
  • Good : Noticeable imperfections on body or screen.
This means we do not accept broken parts such as a screen crack or faulty camera. The deal could be off if the condition isn’t as described!

How and when do I get paid?

Payment is processed within 1hr on sale completion via PayNow.

How long does it take to sell?

We usually sell in 2 weeks. We recommend a price drop of 10% if your item remains unsold after sometime.

What accessories are required for the sale?

Unless New in a box, no accessories would be required for a sale.
Starting 2021, an increasing number of smartphone manufacturers have omitted a charger and cable in feature phones. With that in mind, we understand it would be unfair for sellers to include charger and cable that were purchased seperately.

How is this different from selling on Carousell?

Phonelah is a safer marketplace for smartphones. Unlike listing on Carousell and meeting potential buyers physically, we takeover the sale process and provide the needed assurance for buyers and sellers.

Can I stop selling if I change my mind? Possible to cancel the listing?

You must cancel your listing if your phone is no longer for sale. There are no penalties for cancellation.
However, you risk being blacklisted if you fail to do so.

To cancel,
1. login to phonelah.com/login
2. visit the history tab (phonelah.com/history)
3. Select "Options" on the intended transaction listing to make cancellation.
PS. It may take a few seconds for your status to be updated.

What happens if the deal is off? (or when item isn't as described)

You have to arrange collection at our garage located next to Paya Lebar MRT - Exit C
1014 Geylang East Ave 3 #02-216
Singapore 389729

Whilst there is no penalty for failed deals, you risk being blacklisted if your item isn't as described.
Please note that items left uncollected after 12 months may be disposed.

What type of phones are accepted?

We only accept phones that are fully functional and are generally in good phyiscal condition (without major dents or scratches). Please note we do not accept phones that are lost or stolen. To cover the cost of delivery, a S$30 penalty fee applies for cases like this. We will pass on your contact information to the relevant authorities.

How does it work? [Timeline, sell process]

❶ Listed - your phone is put up for sale.
❷ Sold - a buyer has purchased your phone.
❸ Authenticating - we collect and verify your phone.
❹ Delivering - the buyer is receiving your phone today.
❺ Completed - money is transferred to your PayNow ID a day after delivery

Why do I need to show my NRIC/ FIN?

As a Licensed Secondhand Goods Dealer, we are required by law to verify the phones we transact, including verifying sellers credentials. It is one way to avoid scams and keep parties on the platform safe.

How can I view my historical transaction on orders?

You may view your transactional history for both buying and selling of items by logging in the email address you use when placing orders.

FAQs on protect accessories

Why getting a good screen protector isn't enough?

An expensive screen protector is only as good as its installation. We understand screen protector installation is a delicate process. Be assured that every NanoTech screen protector will be correctly aligned with zero dust or bubbles.

Do you supply screen protectors for all phone models?

Yes we have cut to fit screen protectors for all phone models and they are case compatible.

How long will an installation take?

An installation usually takes between 10 to 20 minutes.

How do I claim on a lifetime screen protector warranty?

➊ Simply ➋ Provide your order ID
➌ Arrange a date and time to visit our garage

What are the terms of a warranty replacement?

➊ Each order ID is only entitled to one replacement claim.
➋ The claim must be on the same phone.
➌ The replacement stock is subject to availability.
➍ We may request a return of the screen protector that was originally purchased from us.
➎ We reserve the right to reject a claim on suspected foul play.

Where can an installation take place?

The installation should take place on a flat surface (of at least 1 square meter). They are typically done at the following:
- in the installer's a car.
- dinning or living room table.
- public sitting area (including restaurants).
- along a corridor platform.

What are the accepted form of payments?

We accept cash transfers on delivery via PayNow and PayLah. Payment can also made via any debit or credit card with Mastercard, Visa or American Express on checkout. We partner with Stripe to process payments online. Stripe is a Level 1 PCI service provider, the highest security level in the payment industry. To avoid doubt, your card information is never kept with us!

How can I view my historical transaction on orders?

You may view your transactional history by logging in with the email address you provided when placing an order.

Is it possible to refund?

We do not accept refunds as the job is of a service nature. You may highlight the presence of any bubbles or dust when our installer hands the phone over for your inspection, during which, a re-installation can be provided.

Can I cancel my order?

Orders are cancellable right up till the arrival of the installer. It is only polite to inform the trained installer of your cancellation before he makes his way to you. To cancel the order, please.