Mobile help

My phone is faulty, what can I do?

If you've bought a phone from a retail store that stocks Skinny devices, you'll need to return it directly to the store. (They have their own return process for Skinny devices).

If you bought your Skinny phone from our online store, we'll happily fix it for you. Here's how to do it.

First, you'll need to remove your SIM and memory card and back up any data from your device. Get in contact with one of our advisors either by messaging us on our Facebook page or by calling us on 0800 4 Skinny. The advisor will run through a series of questions with you to book your device in for repair.

You will be charged a visa hold as the assessment fee. For modems and the majority of devices, this will be $55, however once the advisor has typed in the device details, the exact fee will be populated for you. Don't worry, you won't be charged this fee if the problem is covered under the warranty. If the repair isn't covered under the warranty, there will be a cost, and you'll be contacted to chat about your options. (cracked screens and water damage are examples of non-warranty repairs). 

If your phone is outside of its warranty period, you'll be required to pay the cost of the repair which may be more than the $55 assessment fee. Our repair partner Entelar Group will contact you directly if an additional payment is required.

You can track your repair request online here by filling out the form, and a team member will get back to you. Alternatively, you can contact Entelar Group on 0800 835344. Please check our Skinny Terms for more information.

If your phone is out of action or in for repair, please be aware that any Plans/add-ons you're subscribed to will still renew each week.

What happens if I have changed my mind?

- Return the device for a full refund if the device is new, the box for the device is unopened and undamaged, with all external wrapping and seals intact and in perfect condition.  You must request to return the device within 30 days of the date on the packing slip that you receive with the device.

- To return your device, message us on our Facebook page or call 0800 4 Skinny. Our advisor will ask you some questions to book your device in for a change of mind request. (Note: This is only for mobile devices.)