In the event of malfunction, damage, loss, or other trouble involving the mobile phone which you are currently using, this service will deliver a replacement mobile phone of the same model in the same color (a refurbished product). The replacement will generally be delivered to you on the day following your claim submission. In some cases it may be delivered on the same day.
The replacement can be delivered to the address you have specified (within Japan only) on the day of the application. Delivery can be within 3 hours of the application only within the 23 wards of Tokyo and all areas of Osaka City [1]. Same day delivery is available if you submit your application by 12:00 noon in the Kanto, Kansai, and Chubu regions [2], or by 11:00 AM in the Kyushu region [3]. [4]
The replacement mobile phone will be delivered with the liquid crystal protective film applied.
You can also choose to pick up the replacement mobile phone at a convenience store. It will be delivered to the store you selected as quickly as the following day.
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.
If you file a claim online (au website), you will get a ¥1,100 discount from the charges.[6]
We will replace with a refurbished product of the same model and same color (including new battery).
Starting from September 13, 2023
Provides support such as data transfer and initial settings for delivered replacement mobile phones.
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) [5] | au contract is fewer than 25 months | au contract is 25 months or more (with the long-term use benefit applied) [5] | au contract is fewer than 25 months | |
Fees paid by customers | ¥3,300 | ¥5,500 | ¥6,600 | ¥8,800 |
No replacement mobile phone + after the Web discount is applied [6] | ¥2,200 | ¥4,400 | ¥5,500 | ¥7,700 |
This service can be used twice within a one-year period, beginning the day on which this service is used (claim approval) as the starting date. If you have not used this service in the past year at the time of filing a claim, the fee is ¥5,500 *1. If you have, it is ¥8,800*2. However, this service is provided for free in the case of malfunction within the one-year *3 warranty period from the day of your purchase.
Claim submissions are limited only to persons who have subscribed to Repair and Delivery Support.
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 ¥5,500.
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 ¥11,000!
Notes
[Replacement mobile phone delivery service]
[Collect-and-repair services]