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We stand behind every iPhone we sell. Our warranty policy is designed to be clear, fair, and to give you real peace of mind when you buy from Smile iPhones. This page explains exactly what is covered, what is not, and how to claim if something goes wrong.
If you have any questions after reading this page, please contact us — we would rather answer a question upfront than have you worry about a warranty issue later.
1. Warranty Coverage
Every iPhone and accessory sold by Smile iPhones carries a 90-day (3-month) warranty from the date of purchase. This is our standard warranty for all devices — regardless of whether the device is new or certified pre-owned.
The warranty covers:
- Manufacturing defects — any fault in materials or workmanship present at the time of sale that was not disclosed in the product listing.
- Functional failures — if a core component (screen, battery, camera, speaker, microphone, charging port, buttons) fails during normal use within 90 days, it is covered.
- Condition mismatch — if the device you receive does not match the condition grade described at the time of purchase (e.g. sold as "Excellent" but arrives with significant damage).
- Battery defects — if the battery fails to hold charge within reason, or its maximum capacity drops below 80% within the warranty period (excluding normal degradation from heavy daily use).
- Face ID or Touch ID failure — if biometric authentication stops working due to a hardware fault.
2. What's Not Covered
To keep our warranty fair and affordable, there are certain situations that are excluded. These exclusions are standard across the industry and are designed to prevent misuse of the warranty system.
| Physical damage | Cracked screens, dents, bent frames, broken camera lenses, or any damage caused by dropping, crushing, or impact. This is the most common reason claims are declined. |
| Liquid damage | Any damage caused by water, coffee, soft drinks, or other liquids entering the device. Even if the device was advertised as water-resistant, liquid damage is not covered. |
| Unauthorised repairs | Any device that has been opened, repaired, or modified by a third party after leaving our hands. This includes screen replacements, battery replacements, and camera swaps done outside of our service. |
| Non-original accessories | Damage caused by using counterfeit or substandard chargers, cables, or power adapters. Always use genuine Apple accessories. |
| Normal wear and tear | Gradual cosmetic wear (scratches, scuffs, minor dents), natural battery degradation over time, and expected fading of colours or finishes. |
| Software issues | Problems caused by jailbreaking, unauthorised iOS modifications, or apps installed by the user. Apple's own software issues are usually resolved by Apple directly. |
| Reported stolen or blacklisted | Any device that has been reported as lost or stolen by a previous owner, or that fails Apple's Activation Lock / iCloud status check after purchase. |
| Accidental damage | Damage caused by accidents that occur after delivery — even if the accident was not the buyer's fault. This includes theft, loss, and third-party damage. |
3. Returns & Refunds
If your device arrives faulty, is not as described, or is dead-on-arrival (DOA), you may request a return, repair, or replacement within 7 days of receiving it.
To qualify for a return under this policy, the following conditions apply:
- The device must be in the same condition in which it was received — no additional scratches, dents, or damage.
- You must contact us within 7 days of delivery with photos of the issue and your order details.
- The device must be returned with all original accessories and packaging where possible.
- You must include proof of purchase (WhatsApp order confirmation, invoice, or email).
Once we receive the returned device, we will inspect it to confirm the fault. Approved returns will be resolved in one of three ways:
- Repair — if the fault is minor and repairable, we will fix the device at no cost and return it to you.
- Replacement — if the fault cannot be repaired, or if we do not have the parts on hand, we will replace the device with an identical or equivalent model.
- Refund — if we cannot repair or replace the device, we will refund your full purchase amount.
Approved refunds are typically processed within 5 to 7 business days via the original payment method (EFT or direct deposit).
4. Change of Mind
We do not offer refunds for change of mind once a device has been delivered and confirmed working, unless required by South African law. This is because we are a small business and every device is hand-tested before shipping.
If you receive a device and decide within 24 hours that you no longer want it — and it is still in perfect condition — please contact us. We may be able to arrange an exchange for a different model or store credit at our discretion, minus any delivery and administration costs already incurred.
5. Damaged in Transit
If your device arrives visibly damaged due to courier mishandling, please notify us within 24 to 48 hours of delivery. Include:
- Photos of the packaging as it arrived (including the outer box and any internal padding).
- Photos of the damaged device itself, showing all damage clearly.
- Your order details and tracking number.
Once we receive this information, we will log a damage claim with the courier on your behalf and arrange a replacement. Do not attempt to repair the device yourself, as this may void both the courier claim and your warranty.
6. How to Make a Claim
Making a warranty or return claim is simple. Follow these steps:
- Contact us with details of the issue. The fastest way is via WhatsApp on +27 73 387 4514. You can also use our contact form or call us directly.
- Send photos or a short video showing the problem — for example, a cracked screen, a battery that drains abnormally fast, or an error message. This helps us diagnose the issue faster and prevents unnecessary back-and-forth.
- Provide your order details. Include your name, the model you purchased, and the approximate date of purchase. If you have an invoice or WhatsApp order confirmation, forward it to us.
- We will confirm whether the claim is covered and, if so, provide return instructions (courier address or pickup arrangement).
- Ship the device back to us using the method we specify. For covered warranty claims, we cover the return shipping cost. For non-warranty returns (e.g. change of mind), return shipping is your responsibility.
- We inspect and resolve. Once we receive the device, we will inspect it within 2 business days and either repair, replace, or refund, per the outcome.
7. Frequently Asked Questions
How long is the warranty?
Our standard warranty is 90 days (3 months) from the date of purchase. This applies to both new and certified pre-owned iPhones, unless otherwise stated in the product listing.
Does the warranty cover the battery?
Yes, if the battery fails due to a defect or drops below 80% maximum capacity within the warranty period. However, gradual degradation from normal daily use is not covered, as this is expected behaviour for lithium-ion batteries.
What if I drop my phone and crack the screen?
Accidental damage is not covered by the warranty. However, we can often arrange a screen repair at a discounted rate. Contact us for a quote — we will be honest about whether the repair is worth doing versus replacing the device.
Do you cover delivery costs for warranty returns?
Yes. For genuine warranty claims (where the fault is covered by our policy), we cover the return shipping cost. For non-warranty returns — such as change of mind or accidental damage — the return shipping cost is your responsibility.
How long does a repair take?
Most repairs are completed within 3 to 7 business days, depending on parts availability. If we need to order a specific part, it may take up to 10 business days. We will keep you updated throughout.
Can I return a device because I don't like the colour?
If you receive a device and the colour is different from what you ordered, that is a condition mismatch and is covered under our 7-day return policy. If you simply changed your mind about the colour after receiving the correct item, that falls under "change of mind" and is not covered, though we may be able to arrange an exchange at our discretion.
What happens if the device gets lost in transit?
For orders shipped by us with tracked couriers, loss in transit is our responsibility. If the tracking shows the device as lost, we will replace or refund it. For returns you ship back to us, please use a tracked courier service — we cannot cover devices lost while in transit to us using untracked methods.
Do accessories come with a warranty?
Yes. All accessories — chargers, cables, AirPods, Apple Watch chargers — carry the same 90-day warranty as our devices. The same exclusions apply (no physical damage, no liquid damage, no unauthorised modifications).
Can I transfer the warranty if I sell the phone?
No, our warranty is non-transferable and applies only to the original purchaser. If you sell the device on, the warranty does not carry over.
Does the warranty cover software problems?
Software problems that are caused by Apple's own iOS or by third-party apps are typically resolved by Apple directly, not through us. However, if you are having trouble with the device and want help, contact us — we will try to help wherever we can, even if it's outside the warranty.
8. Your Consumer Rights
Nothing in this warranty policy is intended to limit, exclude, or waive any rights you have under the Consumer Protection Act, 2008 (South Africa) or any other applicable consumer protection legislation.
Under South African consumer law, you have the right to receive goods that are:
- Of good quality and in good working order
- Free from defects
- Fit for the purpose for which they are intended
- Match the description given to you at the time of purchase
If any of these conditions are not met, you may be entitled to a repair, replacement, or refund. Our warranty is designed to complement these rights, not replace them.
9. Contact Us About a Claim
If you have a warranty issue, a return to process, or a question about this policy, please get in touch. We respond to all warranty enquiries within 24 hours during business days.
You can also use our contact form to send a detailed message with photos attached.
See also our Return Policy, Privacy Policy, Terms of Service, and Disclaimer.