Frequently Asked Questions

General

• Are your phones unlocked?
  Yes! All phones sold in Singapore are unlocked by law. SIM locking is prohibited under IMDA regulations, so any phone purchased from WhyMobile will work with any local carrier.
• What happens if a product is out of stock?
  We do not have real time stock status on our website and items can be out of stock from time-to-time. If we are able to obtain a stock soon, we will ask if customers would like to wait, otherwise we will provide a full refund of the amounts paid.
• What is a sealed/supplier set?
  Sealed/supplier sets are brand new and directly obtained from local distributors. These devices are completely new. The warranty coverage will start from your date of purchase. (Note: Some supplier sets may not be sealed. Authenticity can be verified using warranty information.)
• What is an activated/re-contract set?
  Activated/re-contract sets are new phones that are sold to us by customers who have re-contracted with the telco. These devices may carry an operator's logo/seal or have warranty registration dates that are several days old but are otherwise brand new and unused.
• What is an export set?
  Export sets are phones manufactured for markets outside Singapore. They may not support all local LTE frequency bands and are sold without a local or international warranty. Where listed, export sets are priced lower to reflect this.
• Why are different sets the same used model priced differently?
  There are various factors affecting the prices of used products such as physical condition, battery condition, age and warranty.
• Is the warranty local or international?
  Warranty is local unless explicitly stated. Apple products carry Apple's international limited warranty for the duration of the manufacturer's warranty period. Most other brands offer local Singapore warranty only.
• Do you charge GST?
  No, we do not charge GST as we are not GST registered. GST registration in Singapore is not mandatory for small businesses with less than S$1m annual turnover.
• Do you offer GST refund?
  No, we do not offer GST refund as we are not GST registered. GST registration in Singapore is not mandatory for small businesses with less than S$1m annual turnover.
• Are there any other hidden charges or gimmicks?
  All prices are listed as is and is valid for Cash and PayNow payments. If you opt for other payment methods at the retail store, you will be advised of additional fees. There are no gimmicks. You will get the phone and its full original contents.
• Do you accept credit card payments?
  Yes, we accept Credit Card payments at our retail store. Additional fees apply, see our payment information page for more details.
• Do you accept credit card instalments?
  Sorry, we do not accept credit card instalments at the moment.

Trade-in / Buy-back

• Can I sell without buying?
  Yes! You can sell your device without making a purchase. WhyMobile buys new and used phones, tablets, and smartwatches.
• Do you provide backup/transfer?
  WhyMobile recommends backing up your device before visiting. A paid backup and transfer service (S$30) is available for Apple-to-Apple transfers only; not available for Android or other devices. WhyMobile is not liable for data loss.
• What do I need to bring?
  For new devices: Your NRIC, work permit or passport, original telco receipt or purchase receipt, and the complete set with box. Item must be purchased in Singapore.
  For used devices: Your NRIC, work permit or passport, all original accessories that came with the phone including the box. If device is still under warranty, please bring along the purchase receipt.
• Are refurbished/replacement sets considered new?
  Refurbished sets are considered used, even if they are in original sealed packaging (e.g. Apple Certified Refurbished units.)
• Why do you need/are you allowed to collect my NRIC/Work Permit/Passport?
  This is a mandatory requirement under the Second-Hand Goods Dealers Act, which supersedes PDPA. The information is submitted to the Singapore Police Force to help prevent the resale of stolen devices.
• Do you take in sets purchased outside of Singapore?
  WhyMobile may accept devices purchased overseas, depending on brand, model, and compatibility with Singapore's radio bands. Contact us with your device details for a specific valuation.
• Can you find my lost device?
  We register all second hand devices with the Singapore Police Force (SPF). Devices found to be stolen will be withheld and handed over to the police. If you have lost a device, please file a report directly with the Singapore Police Force; WhyMobile is unable to assist with individual device searches.

Repair

• How long does a repair take?
  Typical repair time can vary from a few hours to a full day depending on crowd and parts availability.
  * We recommend customers to arrive between 1pm and 6pm to avoid disappointment. Repairs after 6pm may not be completed within the same day.
• Do you provide backup services?
  We do not provide backups prior to a repair. Customers are encouraged to backup their devices before sending for repair. We will not be liable for any data loss.