Everything you need to know
Need something cleared up? Here are our most frequently asked questions.
Most FAQ
The cosmetic grading only refers to the aesthetic appearance of the device. Note that all our devices are fully tested and are 100% functional.
As-new
Body: The phone is in perfect and flawless condition, like-new.
Screen: No noticeable scratches or blemishes.
Expectation: Expected to be in a pristine condition, indistinguishable from a brand-new phone.
Excellent
Body: Minor signs of wear such as minor scratches and stains, along with possible minor dents/dings, not noticeable from 1 arm distance Screen:
Scratches that are barely noticeable when the screen is on
Expectation: Expected to have subtle signs of use, barely noticeable during normal use.
Good
Body: Visible scratches, and stains, along with possible visible dents/dings on the body
Screen: Minor but visible scratches that are barely noticeable if you turn on the screen
Expectation: Visible signs of use, fully functional with slight cosmetic imperfections.
Still performs just as well as "Excellent Grade.
Fair
Body: Noticeable scratches, visible spots upon close inspection. Possible discoloration, dents and dings on the body.
Screen: Prominent scratches on the screen. Visibility of the screen is not affected.
Expectation: Visibly used but fully functional.
Cost-saving despite cosmetic imperfections.
For online purchases, the items will be shipped directly to your address.
Alternatively, you can choose to purchase from our physical store.
Once an order is confirmed, it cannot be cancelled. Please review your order before confirming. Refer to our device T&C for more information here.
Nationwide
We provide secured payment options as follows;
Full payments: Visa, Mastercards, FPX Online Banking, E-wallets and more!
Hot Deals is a promotion with only a limited number of units offered at a special price!
Product Enquiry
At Compxchange, we ensure that all our Certified Second-Hand devices undergo a 32-step quality check, ensuring 100% functionality before being sold on our website.
We provide a compatible USB cable with every smartphone, tablet, and smartwatch purchased from us.
Please note that the USB cable does not come with a warranty.
All devices are guaranteed to have a battery health ranging from 80% to 100%, ensuring they are still in good condition.
Our devices are sourced globally from various countries. Devices are allocated at random to customers depending on stock availability. Therefore, customers do not have the option to choose sets from specific countries/regions.
No, Compxchange do not provide any repairing services.
Generally, all available stock can be found on the website. However, do not hesitate to contact our Customer Service for further information.
We do not provide pictures of the device due to our first-come, first-served policy. Rest assured, all our devices undergo a rigorous 32-step check process to ensure full functionality before being sold to you. For cosmetic condition, you may choose from Excellent, Good, or Fair grades.
Every device has a unique 15 digit code called an International Mobile Equipment Identity (IMEI) number to identify the device. It can also reveal other details of the phone such as specifications, models and more. Try it out here.
Shipping & Services
An email with your tracking number will be sent to you once your order has been dispatched. You may then check for your delivery status with the respective courier service.
Usually, it takes us 1-2 business days from the date of purchase to process your order.
After that, the order will be shipped to your address within 2-3 business days. Once the order is shipped, the tracking number will be sent to your registered email.
During peak seasons and public holidays, delivery time may be longer than usual.
My shipment has not arrived yet and it has passed the estimated arrival date. What should I do?
Please contact our customer support team at support@compxchange.com. Kindly include the below information:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
Not to worry as all our parcels are completely insured. Kindly drop us an email at support@compxchange.com with pictures/videos of the damaged parcel with the following details for further assistance.
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
▪ Pictures/Videos of damaged parcel
Please email us at support@compxchange.com so that we can check for your correct order and we will send it out to you as soon as possible. Kindly include the below information:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
Upon order confirmation, if you have not recevied your tracking number between 1-2 working, feel free to contact us at support@compxchange.com with the following information included:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
Note: If you have not received our email confirmation, please look into your SPAM/JUNK mailbox.
Absolutely! Kindly reach out to us at
support@compxchange.com with the following details:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
▪ Updated Shipping Address
Warranty
By default, all devices purchased with us are given a standard 1-month warranty from the date of purchase. Additionally, we also provide longer warranty options on our website checkout page as below:
* 6-months warranty (5 + standard 1 month warranty)
* 12-months warranty (11 + standard 1 month warranty)
Our devices are warrant against any defects in the workmanship and hardware under normal usage only.
The warranty covers:
* manufacturer's device defect (not caused by external factors)
* pick-up and delivery services for device repairment
Warranty does not cover the following:
* Physical damage or accidental damage of the device
* Any water/ liquid/ moisture damage
* Repairing battery due to defect/ deterioration of any device/battery health
* Dust
What voids the warranty?
* Modified software (etc jailbreak, rooting, or any similar acts) will be voided due to potential security risks
Yes, modifying the software by either jailbreaking or rooting your device will void the warranty as this will open up the device to security risks.
To check on your remaining warranty period, please provide us with the following information below:
* Full Name
* Contact Number
* Purchase Date
* Order Number
* IMEI Number
Kindly email it to support@compxchange.com
To claim warranty, please provide us with the following information below:
* Full Name
* Contact Number
* Purchase Date
* Order Number
* IMEI Number
* Pictures/Videos of evidence
For standard 1-month warranty, contact us at support@compxchange.com
For extended warranty, contact us at deviceservice@compxchange.com
We would like to inform you that it is not possible to extend the warranty once the coverage expires or if it has exceeded the repair cost. Our warranty policy clearly outlines the terms and conditions, including the duration and coverage of the warranty period, which are non-negotiable after use.
Generally, all warranty claims will take up to 14 working days from the day we receive the device, and depending on the severity of the issue.
We will either:
- We will arrange for the device to be collected from your residence at no charge
- Repair the hardware defect at no charge
- If the device is beyond economical repair, we will exchange the device with the same make and model ( reconditioned based on the same grade ) of an equivalent value
After any necessary repair works on the device, a 1-month warranty will be given specifically towards the declared issue that was repaired on only (etc, broken camera, discoloured screen).
Please do not remove the warranty sticker as the warranty will be completely voided once the warranty sticker is removed.
Replace Plus
Replace Plus Plan is an after-sales service for a 1-1 device swap program, offered to customers that have purchased our devices which allows you to swap your device for any reason ( swap for the same make and model, no upgrades allowed )
*A service request fee applies for each swap request.
To check on your remaining device swap period, please provide us with the following information below:
* Full Name
* Contact Number
* Purchase Date
* Order Number
* IMEI Number
Kindly email the details to support@compxchange.com
6-month Service Tenure entitled 1 time Swap Request
12-month Service Tenure entitled 1 time Swap Request
You can opt for a 6 months or 12 months subscription plan, the subscriptions fees to be paid in lump sum upon enrolment.
Upon your request for a replacement, there will be an applicable service request fee payable at the time of the service request, which is based on the retail price of your mobile device. The payment is payable directly to Compxchange, the Replace Plus service provider.
Yes, the duration of the contract period is either a 6-month or 12-month term.
You can enroll for the Replace Plus Plan upon purchasing Compxchange’s Certified Second-Hand Devices
The Replace Plus Plan is offered to all Malaysian citizens (> 18 years old), who have purchased a device from our official e-commerce website
Warranty programs typically cover manufacturers’ defects only. Replace Plus allows you to replace your device for any reason locally.
Sell your device
Your payment will be made into your bank account once we receive device.
You are eligible to sell your device, if
1. You must be the legal owner of the device.
2. Your device must not be tied to any existing contract with Telcos.
3. The phone must not be network and IMEI blocked, reported as stolen or counterfeit.
4. We only accept devices that are unlocked from iCloud and Google accounts.
Yes, we accept defective smartphones. Price quotation would differ depending on the defects of your device.
If you prefer to sell your devices in-person, you may walk into our associating retail partners stores and proceed to trade-in there with the assistance of their staff. Please find out more here about the retail store location.
My Account
Step 1: On the homepage, click the "human icon" on the top right corner.
Step 2: In the pop-up, you can create an account via social login/ "Sign up with Email" and proceed to "Sign-up"
Step 1: On the homepage, click the "human icon" in the top right corner.
Step 2: In the pop-up, click "Log in," enter the email you registered with and your password to log in.
Note: To track your order details, please ensure you log in with the same email used for ordering. This will allow you to view your previous orders.
If you have forgotten your password, click "Forgot password".
Step 1: On the homepage, click the "human icon" in the top right corner.
Step 2: In the pop-up, click "Log in," and select "Recover password".
Step 3: Input "your email" and then you should receive an email to reset your password.
Once you create an account with us, you are successfully subscribed!
You will receive email updates with exclusive deals and discounts.
You can unsubscribe at any time. Please read our Privacy Policy for more information about how we use your data.