Guru + Care Terms of Service

With Guru+ Care, you will get a 12-month warranty that extends your base warranty of 24 months. This protects your device for a whopping 36 months. Your device will be covered for all kinds of repairs & accidental damage during the period as well as for any malfunctioning.

What is Included:

12 months of additional warranty and accidental damage (water & screen), to your base warranty of 24 months.
Repairs for all kinds of physical & water damage to the screen & body that affects the device's functioning.
Guru+ Care will cover the cost of parts and labour to either repair or replace your device with a similar model.
Replacements will be issued in accordance with the specification of the handset returned & subject to availability.
For any accidental damage repairs (water/liquid damage or damages) due to negligence, an additional $199 charge has to be borne by the customer.

General Exclusions:

General wear-and-tear or cosmetic damages that do not affect the device's functioning, including battery deterioration.
Any damage occurred due to misuse, abuse, and/or negligence.
All devices with repairs, replacements, or openings made by the customer and/or third party will not be eligible for any claims.
Without an IMEI/serial number, warranty seal, and/or proof of purchase, no claims will be entertained.
Guru+ Care & accidental damage cover is non-transferable.
Guru+ Care & accidental damage cover can only be used with the device it was purchased with.
Guru+ Care & accidental damage cover does not cover data recovery or data loss under any circumstances.
Mobile Guru is not responsible for any lost data, regardless of the cause.

How does Guru+ Care Work?

If you encounter any issues with your device, we encourage you to file a service request immediately when the issue is first observed. Continuing to use a faulty device may cause the device to become irreparable.

Please fill out the ‘Query Form’ on this page to share your issue with us. A dedicated team member will respond to your query promptly. You can also reach us via email at hello@mobileguru.com.au or call us at 1300 362 017.

To assist with verification, please provide:

Clear pictures of the device, including one that clearly shows the IMEI (for smartphones) and serial number (for products other than smartphones).
A valid proof of purchase.

Once your claim is submitted, our dedicated team will review it and determine the most suitable resolution, which may include:

Repair: We will first try to repair all damaged/faulty devices. Based on your convenience, you can either visit the Mobile Guru store for repairs or send it to us through mail-in at our store location.
Replacement: If the damage/fault is beyond repair, we will then try to find an exact replacement or a replacement that is similar to the specification and condition of the originally purchased goods. We will also take ownership of the damaged goods before issuing a replacement.
- If we replace your device, the replacement device will still be valid for warranty for the remaining period. It will continue to cover defects, malfunctions, and mechanical or electrical failures, along with the Guru+ Care plan.
Refund: In the event that a replacement is unavailable, you will receive a FULL refund either in the form of a bank transfer, store credit or voucher. In case of a return, we will take ownership of the damaged goods before issuing a refund.

Subsequent Service Requests:

If your device has been serviced in the past under the 24-month warranty or Guru+ Care plan, at no time will the repair and/or replacement cost exceed the remaining limit, which is the good’s purchase price. If the cost of servicing exceeds the remaining coverage limit, you will be refunded the remaining limit.

Plan Expiration:

Your Guru+ Care plan shall come to an end after 36 months of device purchase OR in the event that the total repair cost reaches the initial purchase price of the goods OR when a refund is issued, whichever occurs first.