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. Fill out our online form (for returns & repairs) including your credit card details and hit 'submit'. 

You will be charged a visa hold as the assessment fee. For modems and the majority of devices, this will be $55, however once you type in the phone 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 will contact you directly if an additional payment is required.

You can track your repair request online here. Or contact Entelar on 0800 835344. Please check our Skinny Terms for more information.

If your phone is out of action or in for repair, 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 the device, log into your Skinny account online and go to the "Phone, SIM & Number" section.  Go to "Send your device back" and select "I've changed my mind", then fill in the form.  Once you have submitted the form, your computer will automatically download a summary.  You will need to print this out and place it in a courier bag (which you will need to purchase) with your device so that we can identify it.  If you do not have a printer, please attach a note with your reference number to your device.  You will need to send the courier bag to Entelar, 117 Carbine Road, Mt Wellington 1060, Auckland.