KDDI will send you a replacement phone in the event of an incident.
The replacement can be delivered to the address you have specified (within Japan only) on the day of application. Delivery is available within 4 hours of application if in Tokyo's 23 wards and the entire city of Osaka, on the same day to the Kanto and Kansai regions when application is made by 12:00 p.m., and on the same day to the Chubu region when application is made by 10:00 a.m.
* In principle, the replacement is delivered to you the next day for other areas and time slots (excluding some areas/remote islands).
Delivery may also be delayed in the event of bad weather or poor traffic conditions. Hours may be shortened or suspended during the Obon season, during the end of year and New Year holidays, and other periods when traffic congestion is expected.
 Application hours: 9:00-17:00
Charges: ¥3,000(¥3,300 tax included) per use
Eligible models: 4G LTE smartphones, 4G LTE tablets, 4G LTE mobile phones, data communication devices, 4G LTE Photo Storage, and 4G LTE stand-alone routers sold in October 2018 and later
 Aichi, Mie, Gifu, and Shizuoka prefectures are eligible (excluding some areas).
You can arrange to pick up the replacement phone in a convenience store. We will deliver the replacement handset to the store you have specified by the next day at the earliest.
* This is limited to applications made via the Website (PC/smartphone, etc.).
* If you are picking up the replacement handset in a convenience store in Hokkaido/Okinawa or a remote island, it will be delivered the day following the next.
A sample image of the PUDO delivery pickup locker↑
You can choose to receive shipments at the delivery locker.
The shipment will arrive at your locker on the day after you order at the earliest.
* Limited to application by web (PC, smartphone, etc.).
If you apply via the Website (au homepage), you will get a ¥1,000(¥1,100 tax included) discount from the charges.
Delivered with liquid crystal protective film applied neatly.
We will replace with a rejuvenated product of the same model and same color (including new battery).
* If the same model in the same color is difficult to provide, a replacement mobile phone of a model and a color that are specified by KDDI is provided.
Malfunction, partial damage, total damage, exposure to water, theft and loss
|1st use||2nd use|
|au contract is 25 months or more (with the long-term use benefit applied) ||au contract is fewer than 25 months||au contract is 25 months or more (with the long-term use benefit applied) ||au contract is fewer than 25 months|
|Fees paid by customers||¥3,000(¥3,300 tax included)||¥5,000(¥5,500 tax included)||¥6,000(¥6,600 tax included)||¥8,000(¥8,800 tax included)|
|No replacement mobile phone + after the Web discount is applied ||¥2,000(¥2,200 tax included)||¥4,000(¥4,400 tax included)||¥5,000(¥5,500 tax included)||¥7,000(¥7,700 tax included)|
This service can be used twice within a one-year period, beginning the day on which this service is used (compensation application) as the starting date. If you have not used this service in the past year at the time of filing a compensation application, the fee is ¥5,000(¥5,500 tax included). If you have, it is ¥8,000(¥8,800 tax included). However, this service is provided for free in the case of malfunction within the one-year warranty period from the day of your purchase.
Support for data recovery in the event of contact with water and when damaged!
Recover image, video, and contact data from a device that have been broken due to exposure to water or damage. Removed data will be given to you on a USB memory device.
Malfunction that is covered by the warranty is repaired for free for 3 years.
Even for a malfunction not covered by the warranty that is neither exposure to water nor total damage, the repair fee is capped at ¥5,000(¥5,500 tax included).
If a customer's au mobile phone cannot be used due to exposure to water, total damage or other incident, the phone is renewed for ¥10,000(¥11,000 tax included) !
Use WALLET Points / au Points to get a discount on repair fees or fees for the replacement mobile phone delivery service! See "Point Program" for more details.
[Replacement mobile phone delivery service]