My Circular device is damaged. What is the repair process?
We understand that accidents happen, which is why all our devices are protected by Circular Damage Cover (🇸🇬 Singapore, 🇦🇺 Australia). Damage Cover reimburses 90% of eligible repair costs for technical defects, display damage, water damage, heavy wear and tear, and other eligible damage.
<br />To use Damage Cover, you must first report the issue to Circular and submit a Repair Request before visiting an authorised repair partner. Once Circular confirms your repair request and provides the authorised repair partner details, you can proceed with the repair and pay the repair cost upfront. After the repair, submit the required documents to Circular for review. If approved, 90% of the eligible repair cost will be reimbursed via cash or Circular account credits.
<br />:::tip Damage Cover does not extend to lost, stolen, or deliberately damaged devices. :::
<br />Troubleshooting
If you experience damage to your Circular device, begin by reporting the damage to our team via email. Initially, we may guide you through basic troubleshooting steps, like factory resets or software updates, aimed at identifying if the damage can be rectified without needing physical repairs.
<br />Should troubleshooting not resolve the issue, we'll ask you to complete the Repair Request Form, available through the Subscription Portal (🇸🇬 Singapore, 🇦🇺 Australia). In the form, you'll need to describe the issue and provide supporting evidence, such as photos or videos.
<br />Once your Repair Request has been reviewed, Circular will send you a confirmation email with instructions and details of the authorised repair partner or service centre you should visit. Please do not proceed with repairs before receiving this confirmation, as repairs performed outside the authorised repair process may not be eligible for reimbursement under Damage Cover.
In the form, you'll need to describe the issue and provide visual evidence, such as photos or videos. You will then receive a confirmation email instructing you on how to proceed with sending your device for repair.
Preparing for repair
Once you have received Circular's confirmation email and authorised repair partner details, prepare your device before bringing it in for repair.
- Backup your data: This ensures that you won't lose any important information.
- Perform a factory reset: Specific guides for performing a factory reset on different devices can be found here. Where possible, remove the Activation Lock (Apple, Android), disable the 'Find My' feature, and remove any PIN, passcode, or screen lock before handing over your device. If the damage prevents you from completing these steps, let the repair partner know when you bring in your device.
- Remove physical accessories: Detach any accessories attached to the device, such as screen protectors and phone cases.
Repair process
Walk in to the nearest authorised service center
For customers in Singapore and Australia, after you've reported the damage, completed any recommended troubleshooting, and submitted the Repair Request Form (🇸🇬 Singapore, 🇦🇺 Australia), Circular will review your request and send you the details of the authorised service partner or service center you should visit.
<br />Only proceed with the repair after receiving this confirmation from Circular. Repairs completed outside Circular's authorised repair process may not be eligible for reimbursement under Damage Cover.
<br />You will need to pay the authorised repair partner for the repair upfront. Circular Damage Cover operates on a reimbursement basis, so the repair cost will be reviewed for reimbursement after the repair has been completed and the required documents have been submitted.
<br />Repairs typically take approximately 5 to 10 business days, although this may vary depending on the device, type of repair, parts availability, and the authorised repair partner.
<br />Once the repair is completed, keep all official documents provided by the authorised repair partner. You will need to submit these to Circular for your Damage Cover reimbursement review. This may include the repair invoice or receipt, repair report or work authorisation form, device details or serial number, components repaired or replaced, and proof of payment. Circular will review the submitted documents and repair against the Damage Cover eligibility requirements. If approved, Circular will reimburse 90% of the eligible repair cost.
<br />Once your reimbursement claim has been approved, Circular will reimburse 90% of the eligible repair cost. You may choose to receive the approved reimbursement as cash or Circular account credits, which can be used to offset future subscription bills.
:::tip Example scenario:
01/03/2024:　Damage reported to Circular via email and troubleshooting initiated.
02/03/2024: 　Troubleshooting does not resolve the issue, and the customer submits the Repair Request Form.
03/03/2024:　Circular reviews the Repair Request and sends the customer confirmation with details of the authorised repair partner.
05/03/2024:　Customer brings the device to the authorised repair partner.
10/03/2024:　Repair is completed. The customer pays the repair cost and collects the device together with the required repair documents.
11/03/2024:　Customer submits the repair documents and proof of payment to Circular for reimbursement review.
After review: Circular confirms whether the repair and associated costs are eligible under Damage Cover.
<br />For example, if the eligible repair cost is $200, Circular will reimburse $180, representing 90% of the eligible repair cost. Once approved, the reimbursement may be provided as cash or Circular account credits, depending on the reimbursement option selected. :::
Will my repair fees be covered by Damage Cover if the repairs are not carried out at an authorised service center?
Repairs completed by non-authorised service centers will not be covered under Circular’s Damage Cover. Customers must first submit a Repair Request to Circular and use the authorised repair partner or service center provided in Circular's confirmation email.
<br />This policy ensures that all repairs use original components to maintain device quality and compliance. Authorised service centers provide essential documentation necessary for a successful Damage Cover claim, including:
- A work authorisation form or pro-forma invoice showing the device serial number, customer or repair requester's name, work performed, components repaired or replaced, and associated costs.
- An official invoice or repair receipt outlining the payment method, final amount paid, and the date of payment.
Contact us via email at help_sg@nowcircular.com (Singapore) or help_au@nowcircular.com (Australia) for all device repair queries.