Frequently Asked Questions

Warranty Process

OBF (Out Of Box Failure)

What is a OBF (Out of Box Failure)

Sometimes things don’t go as expected, and when it come to tech things can happen. an OBF is when the device has a hardware fault within the first 7-days of receiving your new gadget.

What are some of the things OBF’s dont cover

An OBF needs to be a hardware related issue that haven’t been caused by negligence of the user, also anything relating to App’s or the installed operating system is deemed as a OBF.

How do I report an OBF

Reporting your OBF is nice and easy, simply email service.returns@mymobileza.com with the fault you experiencing with the IMEI or invoice, also make sure to mention that its an OBF so our team can mark it as a high priority.

What happens if i don’t report it within 7-days?

If for what ever reason the issue only shows up after the 7h day no worries there is still a 1 year warranty.

In-Warranty Process

What is a in-warranty claim?

Have you bought a new device or accessory from MyMobileZA within a 1 year period?

If yes, simply email service.returns@mymobileza.com with the fault and IMEI no. of the device. someone from our team will reach out to you and troubleshoot the device, if we unable to help you we will arrange for the device to be collected. We will then arrange for the device to be set to a certified service centre.

How Long does a warranty claim take?

Of course we know how much you love our gadgets, so we aim to get the device fixed ASAP, unfortunately there is a process we cant get away from. we aim to get your device back in your hand with 14 Days.

Out-of-Warranty Claim

What is a in-warranty claim?

Have you bought a new device or accessory from MyMobileZA within a 1 year period?

If yes, simply email service.returns@mymobileza.com with the fault and IMEI no. of the device. someone from our team will reach out to you and troubleshoot the device, if we unable to help you we will arrange for the device to be collected. We will then arrange for the device to be set to a certified service centre.

How Long does a warranty claim take?

Of course we know how much you love our gadgets, so we aim to get the device fixed ASAP, unfortunately there is a process we cant get away from. we aim to get your device back in your hand with 14 Days.

General Questions

What is an OpenBox device?

Where does OpenBox items come from?

OpenBox deals are devices that have been used for less than 14-Days.

In what condition are OpenBox devices?

Good question! for us to mark a device as OpenBox the device cannot have any signs of damage or excessive use. We want you to feel like you the first user.

What warranty comes with OpenBox Stock? 

All our OpenBox stock does get tested and put though our diagnostic tool for your peace of mind, but non the less we give you a 6th Month Warranty on the device. if you have any issues email service.returns@mymobileza.com

Does MyMobile do out of warranty repair?

Yes, we expect nothing less of ourselves. MyMobileZA does it’s best to ensure we complete the life cycle loop of your new or old devices. To ensure we get it done 100%, we have our own in-house repair facility where you can walk in, have a coffee and get your phone repaired. We can even provide some friendly banter while you wait. MyMobileZA also offers a B2B repair solution – contact us for more info at online@mymobileza.com

Return and exchange policy

Return & exchange policy Changed your mind? Don’t we all at some time or the other. We get that. Our return and exchange policy is fairly simple. See the check list requirements below for policy on exchanges or returns.
1. Don’t open or break any seals on the box or remove any labels (if you do this, our hands may be tied and we may not be able to assist)
2. Make sure you have the invoice numbers and device IMEI or serial number on hand (this just makes the admin go by quicker)
3. Log a return or exchange using (service.returns@mymobileza.com) or call 011 465 5669 and we will assist.
4. Sit back, relax and we will call you to arrange the next steps

We will gladly swap devices provided they meet the above requirements.

When can I expect my order?

We know you cant wait to get your hands on your new gadget!

If you have paid using our payment Gateway (Payfast) you can expect your order within 3 working days.

If you have paid via EFT it will be 3 working days from the payment clearing.

We aim to get your new gadgets into your hands as soon as possible, if you would like to know when exactly you can expect your order track your order by clicking here

If you haven’t ordered the your gadget yet and would like to check when you could expect it please email online@mymobileza.com