KDDI will send you a replacement phone in the event of an incident.
au will deliver a replacement mobile phone to the address you have specified (within Japan only) on the day of application at the earliest.
* Delivery can be made on the same day if you make an application by 12 noon in the Kanto/Kansai area. We will deliver the next day for other areas/time slots in principle (excluding some areas/remote islands).
In the event of bad weather or chaos in traffic conditions, delivery on the same day may not be possible. During periods when traffic congestion is expected, such as Obon and the year-end holiday season, business hours may be shortened or suspended.
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.
If you apply via the Website (au homepage), you will get a ¥1,000 discount from the charges.
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||¥5,000||¥6,000||¥8,000|
|No replacement mobile phone + after the Web discount is applied ||¥2,000||¥4,000||¥5,000||¥7,000|
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. If you have, it is ¥8,000. However, this service is provided for free in the case of malfunction within the one-year warranty period from the day of your purchase.
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.
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 !
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]