1. General Policy
All device returns, exchanges, or warranty claims are handled under MTN’s standard device warranty and the Manufacturer’s warranty (e.g., Samsung, Apple).
MTN Lenasia supports customers in initiating the process but the final decision lies with MTN and/or the manufacturer, depending on the case.
2. Returns
Returns on devices may be accepted if:
The device is unused, sealed, and in original condition
Within 7 days from receiving the device
With proof of purchase
Subject to MTN approval
Once a contract is activated, device return rules follow MTN’s terms.
3. Defective Devices
If a device is found faulty:
Within the first 7 days: MTN may replace or repair after assessment
After 7 days: Manufacturer warranty applies
Assessment may be done by MTN or an authorised service centre.
4. Manufacturer Warranty
Warranty periods depend on the manufacturer.
Most smartphones are covered by 12 to 24 months warranty against manufacturing defects.
Warranty does not cover:
Physical damage
Liquid damage
Screen cracks
Unauthorised repairs
Software modifications
5. Network & SIM Issues
Issues related to:
Network performance
Coverage availability
SIM failure
are handled under MTN’s service and support.
Replacements may require RICA documentation.
6. Fibre & LTE Equipment
Router returns depend on whether the router is:
Free-to-use (loaned from MTN)
Purchased
Free-to-use routers must be returned to MTN when the service ends.
7. Support
To start a return or warranty process, contact:
071 065 7067 083 212 6366
info@freewaycellular.co.za
Our team will guide you through the full process.