1.   Customers agree to bear the full responsibility and cost of shipping their device to EXG for inspection. EXG is not liable for any loss, damage, or delays that may occur during transit. All risks associated with shipping remain solely the responsibility of the customer.

2.   EXG holds no liability or responsibility for outbound device shipments. EXG will make every effort to follow up & investigate lost outbound shipments with couriers.

3.   Damage to the submitted device chassis or other areas of the device, apart from the screen or camera lens glass, that may impede or prevent the screen or camera glass replacement process will be returned to the customer following inspection.

4.   Devices that are received for repair that are a.) PIN-protected without the PIN provided b.) not factory reset; will be returned to the customer at their cost.

5.   EXG reserves the right to reject any packages that are not packed and dispatched in accordance with the packaging instructions provided during the claim process. Non-compliant packages will be returned to the customer at their own expense.

6.   EXG reserves the right to deny any warranty or protection claim if the claimant is unable to provide sufficient and verifiable documentation. This includes, but is not limited to:

a.   Proof of product registration,
b.   An International Mobile Equipment Identity (IMEI) number that matches EXG’s registration records,
c.   Clear photographic evidence demonstrating both the physical damage to the device and the presence of the EXG product at the time of the incident.

Failure to provide the required documentation may result in the rejection of the claim at EXG’s sole discretion.

1.   The customer acknowledges and agrees that EXG shall not be held liable for any personal or business-related claims, costs, injuries, losses, or damages of any kind arising from or in connection with the use of EXG products or services.

2.   EXG reserves the right to modify, alter, or update the terms and conditions of this product offering at any time, at its sole discretion, without prior notice or explanation.

3.   EXG will make every effort to issue exact replacements but in the event of discontinued stock or out of stock items EXG reserves the right to substitute the EXG product offering with another item or gift of equivalent value at its sole discretion, without the obligation to provide prior notice or justification.

4.   EXG will make every reasonable effort to complete repairs of approved and received device within a 14-day (two-week) period. However, EXG shall not be held liable for any unforeseen delays resulting from disruptions, losses, damages, technical malfunctions, system failures, or any other circumstances beyond its control, including but not limited to force majeure events, acts of God, or actions by governmental authorities.

Identified or suspected fraudulent activity will be reported to the appropriate authorities for further investigation.
Product Claims will require the following information:

•   Full Name
•   Phone Number
•   Physical Address
•   Email Address
•   EXG Registration number
•   Device Model
•   Device IMEI Number

All submitted information will be manually reviewed and verified against current EXG records.

If additional details are required, we will contact you via email or phone to validate any outstanding information needed to process your claim or registration.

In case any documents are found to be falsified or fabricated, claims will be immediately rejected

The customer acknowledges and agrees that EXG will collect and store personal information as part of the claims process. The collection, use, and storage of this information are subject to applicable privacy laws in Australia.
Providing the requested information is essential for EXG to assess and process a claim.

The Customer does not have to provide us with any personal information however a failure to supply the required information will result in EXG being unable to provide the service offer and rejected a claim request.