Samsung

 warranty policy – coverage & claims process

Samsung Australia offers comprehensive warranty coverage across its entire product range, from smartphones to home appliances. Mobile devices like phones, tablets, and wearables typically come with a 24-month warranty, while most TVs and appliances include 12-month coverage. Some premium models (e.g. outdoor Terrace TVs) may receive up to 3 years.

Monitors, storage devices, and IT products vary. Some Samsung SSDs carry warranties of up to 5 years or based on usage thresholds. Regardless of the product category, warranties cover defects in materials or workmanship under normal use conditions.

Importantly, Samsung adheres to Australian Consumer Law (ACL). This means even if your product is technically out of warranty, you may still be entitled to a repair, replacement or refund if it fails prematurely in a way that’s considered unreasonable. Whether it’s a phone, TV, washing machine or fridge, you’re covered by both Samsung’s warranty and your legal rights.

Claiming your Samsung warranty is straightforward:

1. Contact Samsung Support
   Reach out via:
   
   
   • Phone: 1300 362 603
     
     
   • Live Chat or Email: Via Samsung’s Support Page
     
     
   • In person: Visit a Samsung Experience Store or Authorised Service Centre
     
     
2. Provide Your Details
   Be ready with:
   
   
   • Proof of purchase (receipt or invoice)
     
     
   • Product model and serial number
     
     
3. Follow the Service Instructions
   
   
   • Small items (e.g. phones): Samsung may issue a return label or direct you to a service centre.
     
     
   • Large appliances or TVs: Samsung often sends a technician to you or connects you with a nearby service agent.
     
     
4. Repair or Replace
   If a repair isn’t possible or takes too long, Samsung may replace your item or in some cases, offer a refund. Always back up your data before sending in devices.
   
   
5. Track Progress
   Use the repair tracking tool or call support to stay updated. Keep records of all communication.
   
   

💡 If your item was purchased from a retailer, they may also assist, but going through Samsung directly usually ensures genuine parts and faster service.

Samsung’s warranty covers manufacturing defects, but some situations fall outside coverage:

• Accidental Damage: Drops, liquid damage, misuse, or anything beyond normal personal use is not covered.
  
  
• Unauthorised Repairs or Modifications: Tampering, third-party repairs, or unofficial software can void your warranty.
  
  
• Consumable Parts & Wear and Tear: Batteries, filters, bulbs, and cosmetic wear are excluded unless failure is premature.
  
  
• Missing Serial Number: If the serial/IMEI has been removed or tampered with, Samsung may decline service.
  
  
• Grey Imports: Non-Australian models bought from overseas or unauthorised sellers are generally not covered.
  
  
• Commercial Use: Standard warranties apply to personal use. Commercial use may void or shorten coverage unless specified.
  
  

Even if Samsung initially declines your claim, you may still be protected under ACL if the issue occurred under normal usage and the product hasn’t lasted a reasonable time. Be firm and cite your consumer rights when needed.

Have these ready for a smooth warranty experience:

• Proof of Purchase: A valid invoice, email confirmation, or receipt showing purchase date and retailer.
  
  
• Product Serial Number/IMEI: Found on the product or packaging. Samsung uses this to verify eligibility.
  
  
• Issue Description: Clearly explain the problem -include error codes or symptoms.
  
  
• Photo/Video Evidence: May be requested to demonstrate the fault.
  
  
• Previous Support Records: Keep any case numbers, chat logs, or email threads.
  
  
• ID (In-Person Repairs Only): Photo ID may be needed when dropping off or collecting your device.
  

💡 Tip: If you lose your receipt, try retrieving it from your retailer or bank records. Samsung may accept alternate proof in some cases.

Here’s what to expect:

• Phones & Small Devices: Usually 1–2 weeks from sending in to receiving the fixed or replaced unit.
  
  
• Appliances & TVs: Technician visits typically scheduled within a few days; repairs done within a week or two, depending on parts availability.
  
  
• Best Case: Some users receive replacements or repairs within days.
  
  
• Worst Case: In rare cases, delays stretch to multiple weeks or months - especially if parts are unavailable or administrative errors occur.
  

Samsung aims to resolve cases within a reasonable time frame. If it stretches beyond 30 days, you can push for a replacement or refund under ACL. Stay in contact and escalate if needed.