Frequently Asked Questions

General

• What are WhyMobile's opening hours?
  Monday to Saturday: 11:30am to 8:30pm. Sunday and Public Holidays: 11:30am to 7:30pm.
• What should I check before buying a phone in Singapore?
  Confirm whether the set is new, refurbished, sealed, or activated; check the warranty terms; and verify the retailer is licensed. For refurbished or used devices, ask about the condition grading and battery health, especially if the device can display battery health, such as newer Apple iPhones or Samsung Galaxy phones.
• What is the difference between local and international warranty?
  A local warranty is honoured by an authorised service centre in Singapore. An international warranty may require you to send the device overseas or rely on multi-country service networks, which can be slower. Always confirm which type applies to your purchase.
• How do I sell my old phone in Singapore?
  You can trade-in or sell your phone directly to a licensed retailer. Bring the device along with proof of ownership; the retailer will assess its condition and offer a price based on model, condition, and current market value.
• Can I trade in my old phone without buying a new one?
  Yes you can. You will receive cash for your sale.
• What documents do I need to trade-in or sell my phone?
  As a legal requirements under the Secondhand Goods Dealers Act, your NRIC, Work Permit, or passport is required to verify the identity of sellers as part of efforts to prevent the sale of stolen devices.
• Why do retailers need my NRIC or passport to buy my phone?
  This is a standard anti-theft and anti-fraud measure required of the Secondhand Goods Dealers Act in Singapore, helping ensure devices being traded in were not reported stolen.
• Will my data be erased before I trade in my phone?
  You should back up and factory-reset your device yourself before trading it in. Ask the retailer whether they offer backup or data-wipe assistance if you're unsure how to do this safely.
• How is the trade-in value of my phone calculated?
  Trade-in value depends on the model, age, physical and functional condition, and current demand for that device. Getting an in-person assessment is the most accurate way to get a quote.
• Where is WhyMobile located?
  WhyMobile is located at 14 Scotts Road, #03-126, Far East Plaza, Singapore 228213 — near Orchard Road.
• What's the difference between a sealed set, an activated set, and an export set?
  A sealed set is brand new and unopened from the supplier. An activated set has been turned on and registered (often done by a telco to start the warranty clock) but is otherwise new and unused. An export set is intended for sale outside Singapore and may have different warranty coverage. Pricing differs between these because of how each is sourced and warrantied.
• Do I need to reserve a phone before visiting the store?
  Stock availability can change quickly, so it's recommended to call or WhatsApp ahead to check availability or reserve an item before visiting.
• Does WhyMobile sell only phones, or other electronics too?
  WhyMobile sells mobile phones, tablets, smartwatches, audio devices (including earphones and speakers), and accessories such as cases, cables, and chargers — both new and refurbished.
• What should I look for when choosing a phone retailer in Singapore?
  Check whether the business is a licensed retailer, the length and terms of the warranty offered, return/exchange policy, and how long they've been operating. Longer-established retailers typically have more established after-sales support.
• Is it better to buy a phone from a retail shop or an online marketplace?
  A retail shop allows you to inspect the device in person and get immediate after-sales support. Online marketplaces can offer convenience but may have less recourse if something goes wrong. Retailers with both a physical store and online presence offer the best of both.
• What's the safest way to buy a second-hand phone in Singapore?
  Buy from a licensed retailer like WhyMobile rather than an individual seller, insist on a device with existing warranty, inspect the device in person if possible, and confirm the IMEI is not blacklisted or reported stolen.
• Is WhyMobile a licensed retailer in Singapore?
  Yes. WhyMobile holds an IMDA telecommunications dealer licence and a Secondhand Goods Dealer licence, and has operated as a registered business (WhyMobile Pte Ltd, with online operations under WhyMobile Online Pte Ltd, UEN 201531890D) since April 2004.
• How long has WhyMobile been in business?
  WhyMobile was founded in April 2004 and has operated continuously for over 20 years, growing from a single pushcart outlet near Plaza Singapura to a permanent retail store at Far East Plaza near Orchard Road since October 2005.
• How can I verify that a deal or message claiming to be from WhyMobile is genuine?
  Genuine WhyMobile communications come only through our official channels: +65 6733-6881, WhatsApp/SMS +65 9022-0472, sales@whymobile.com, or our physical store at 14 Scotts Road, #03-126, Far East Plaza. If you receive a suspicious offer claiming to be from WhyMobile through any other number, account, or platform, please report it to us directly so we can investigate.
• Where can I buy an iPhone in Singapore without a long contract?
  Phones can be purchased outright (no telco contract) from authorised retailers as sealed, activated, or refurbished sets. This gives you the flexibility to choose your own SIM-only mobile plan separately.
• What's the difference between refurbished, used, and pre-owned phones?
  "Used" or "pre-owned" usually means sold as-is with no guaranteed testing. "Refurbished" implies the device went through an inspection and/or repair process and some are sold with a warranty. Terminology varies by retailer, so always ask what testing and warranty are included.
• Does a refurbished phone come with a warranty in Singapore?
  Some refurbished devices still have existing warranty. Always confirm the length and terms of the warranty before purchasing.
• How much can I save buying a refurbished iPhone instead of new in Singapore?
  Savings vary by model and condition grade, but refurbished phones are typically priced well below the new retail price for the same model. Check current listings for exact pricing by model.
• Is a refurbished iPhone as good as a new one?
  A refurbished iPhone runs the same software and hardware as a new one. The main differences are cosmetic condition (which is graded) and that the battery may have slightly more wear, though this is reflected in the price and disclosed before purchase.
• What does "refurbished" actually mean?
  A refurbished phone is a pre-owned device that has been inspected, repaired if needed, cleaned, and tested to confirm it functions like new before resale. This is different from a second-hand phone sold as-is with no testing or warranty.
• Is buying a refurbished phone in Singapore safe?
  Yes, when purchased from a licensed retailer. At WhyMobile, every refurbished phone is tested and inspected before sale, comes with a warranty, and is sold by a business that has operated in Singapore since 2004. Always check that the seller is a registered company and that the device comes with a warranty period in writing.
• What happens if a product is out of stock?
  We do not have real time stock status on our website and items can be out of stock from time-to-time. If we are able to obtain a stock soon, we will ask if customers would like to wait, otherwise we will provide a full refund of the amounts paid.
• Are your phones unlocked?
  Yes! All phones sold in Singapore are unlocked by law. SIM locking is prohibited under IMDA regulations, so any phone purchased from WhyMobile will work with any local carrier.
• What is a sealed/supplier set?
  Sealed/supplier sets are brand new and directly obtained from local distributors. These devices are completely new. The warranty coverage will start from your date of purchase. (Note: Some supplier sets may not be sealed. Authenticity can be verified using warranty information.)
• What is an activated/re-contract set?
  Activated/re-contract sets are new phones that are sold to us by customers who have re-contracted with the telco. These devices may carry an operator's logo/seal or have warranty registration dates that are several days old but are otherwise brand new and unused.
• What is an export set?
  Export sets are phones manufactured for markets outside Singapore. They may not support all local LTE frequency bands and are sold without a local or international warranty. Where listed, export sets are priced lower to reflect this.
• Why are different sets the same used model priced differently?
  There are various factors affecting the prices of used products such as physical condition, battery condition, age and warranty.
• Is the warranty local or international?
  Warranty is local unless explicitly stated. Apple products carry Apple's international limited warranty for the duration of the manufacturer's warranty period. Most other brands offer local Singapore warranty only.
• Do you charge GST?
  No, we do not charge GST as we are not GST registered. GST registration in Singapore is not mandatory for small businesses with less than S$1m annual turnover.
• Do you offer GST refund?
  No, we do not offer GST refund as we are not GST registered. GST registration in Singapore is not mandatory for small businesses with less than S$1m annual turnover.
• Are there any other hidden charges or gimmicks?
  All prices are listed as is and is valid for Cash and PayNow payments. If you opt for other payment methods at the retail store, you will be advised of additional fees. There are no gimmicks. You will get the phone and its full original contents.
• Do you accept credit card payments?
  Yes, we accept Credit Card payments at our retail store. Additional fees apply, see our payment information page for more details.
• Do you accept credit card instalments?
  Sorry, we do not accept credit card instalments at the moment.

Trade-in / Buy-back

• Can I sell without buying?
  Yes! You can sell your device without making a purchase. WhyMobile buys new and used phones, tablets, and smartwatches.
• Do you provide backup/transfer?
  WhyMobile recommends backing up your device before visiting. A paid backup and transfer service (S$30) is available for Apple-to-Apple transfers only; not available for Android or other devices. WhyMobile is not liable for data loss.
• What do I need to bring?
  For new devices: Your NRIC, work permit or passport, original telco receipt or purchase receipt, and the complete set with box. Item must be purchased in Singapore.
  For used devices: Your NRIC, work permit or passport, all original accessories that came with the phone including the box. If device is still under warranty, please bring along the purchase receipt.
• Are refurbished/replacement sets considered new?
  Refurbished sets are considered used, even if they are in original sealed packaging (e.g. Apple Certified Refurbished units.)
• Why do you need/are you allowed to collect my NRIC/Work Permit/Passport?
  This is a mandatory requirement under the Second-Hand Goods Dealers Act, which supersedes PDPA. The information is submitted to the Singapore Police Force to help prevent the resale of stolen devices.
• Do you take in sets purchased outside of Singapore?
  WhyMobile may accept devices purchased overseas, depending on brand, model, and compatibility with Singapore's radio bands. Contact us with your device details for a specific valuation.
• Can you find my lost device?
  We register all second hand devices with the Singapore Police Force (SPF). Devices found to be stolen will be withheld and handed over to the police. If you have lost a device, please file a report directly with the Singapore Police Force; WhyMobile is unable to assist with individual device searches.

Repair

• How long does a repair take?
  Typical repair time can vary from a few hours to a full day depending on crowd and parts availability.
  * We recommend customers to arrive between 1pm and 6pm to avoid disappointment. Repairs after 6pm may not be completed within the same day.
• Do you provide backup services?
  We do not provide backups prior to a repair. Customers are encouraged to backup their devices before sending for repair. We will not be liable for any data loss.