Frequently Asked Questions

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Product 

What is a refurbished device? 

A refurbished device is a mobile phone which has been previously used. Moorup, clean and thoroughly test each device, before going through a secure mobile data erasure process to protect the previous owners digital information.   

This process ensures that each device is in perfect working condition, 100% fully functional before you purchase it. 

 

What is the difference between a used device and a renewed device? 

A used mobile phone is sold “as is” or often passed onto any family and friends, so any faults that may be wrong with it (possibly a reason why the previous owner didn’t want it anymore) will still be there. All devices from Moorup are renewed, meaning they have been tested, cleaned and gone through a secure data erasure process. 

 

What sort of testing has my renewed device gone through? 

Moorup technicians always test the device before it is dispatched. We test each device through a rigorous testing process to make sure it’s fully functional, including: 

  • Buttons
  • Networking (WiFi, Bluetooth, 3G/4G)
  • Screen Quality
  • Power Charging Port
  • Battery
  • Device Unlocking Features
  • Microphone and Speakers
  • Proximity Sensors
  • Cameras & Flash
  • SIM Card Reader
  • IMEI Code
  • Earphone Port
  • Vibration / Haptic Feedback  

 

Will my renewed device be locked? 

All of our devices are tested to ensure they are not locked to any specific network provider or activation locked to a previous owner.   

 

What is the Battery like? 

Each phone has gone through a rigorous testing process to make sure that it is fully functional and the battery capacity is at minimum 80% capacity (typically 85% or higher). 

 

Is my renewed device covered by a Warranty? 

Yes, your device is covered by a 12-month Warranty, which covers the repair or replacement of your device in the event that it’s faulty.   

Please note, our warranty conditions exclude faults caused by the way the device is treated and/or used. Please look after your refurbished device! 

 

What happens if my renewed device isn’t what I expected? 

We offer a no questions asked free return available within the first 30 days from delivery. 

We ask the device to be returned in the same condition that the customer received it Moorup will pay for the return postage. 

 

What is included with a renewed device? 

Our devices come with a wall charger, appropriate USB Cable for the particular device and SIM pin. 

 

Will my renewed device work when I travel overseas?  

All our phones are network unlocked, meaning that they can be used with other network providers. 

Whether your phone will work overseas depends on a particular country, and in some cases within the country which network provider you use.  

There are two basic global technology standards CDMA and GSM. Generally, all service providers of a particular country will use the one standard (most popular is GSM), however, in the USA different network providers use either CDMA or GSM.  

There is also the issue of different network frequencies hence different model numbers of the same Apple device. 

You can find more information here  

 

What are the benefits of buying a renewed device? 

  • You can save money compared to buying a new phone, you can save 30% or more than buying brand new. 
  • You get a warranty all phones come with a 12 month warranty and 30 day satisfaction guarantee 
  • You’re doing the environment a favour it takes more than 10 litres of water and 55kg of CO2 to produce a new mobile phone. Buying a renewed devices spreads the carbon footprint and saves literally tonnes from landfill 

 

What are the environmental benefits of a renewed device? 

It’s become a common practice to get a new device every couple of years—and in some cases every year—but what happens to all of those abandoned devices? In Australia, e-waste is growing three times faster household waste. 

Recycling alone can’t solve the problem. 

Buying a refurbished device, however, can have a beneficial effect on the environment. It is a small decision you can make to keep a device out of landfill. This eco-friendly decision, combined with the savings makes the choice to go with a refurbished phone even more compelling. 

Returns  

What is your return policy? 

We offer a 12 month warranty on faulty devices as well as a 30 day satisfaction guarantee. If you are eligible for either of these claims we will cover the costs of return.   

Our 12-month warranty  covers functional defects,  where if faulty the seller will either repair or replace your mobile device or reimburse you for the price of the device.    

Our 30 Day Satisfaction Guarantee means you can return the device at no cost to you within 30 days of purchase, for any reason. Provided the device is returned in its original condition, with all the accessories it came with, you will be entitled to a full refund. 

 

How do I return a device?   

To return a device within the 30 day satisfaction window or 12 month warranty period, you can contact us to organise a return.  

Provided you are eligible for either the 12 month warranty or 30 day satisfaction guarantee offer we will provide you with a prepaid Return Label and instructions to return your device at no cost to you.