If your device is damaged or not working as expected, here's what to do:
1. Contact our CX team as soon as you discover the issue
Share photos or video of the damage or malfunction. We will guide you on next steps and, where needed, arrange for express collection of your device.
2. Before we collect your device
- Back up your data: Ensure all important data is backed up. Cinch is not liable for any data loss during the repair process.
- Factory reset: Reset the device to factory settings to remove your personal information before it is collected.
3. Device assessment
Our authorised repair partner will assess the damage and confirm the outcome. We will let you know the result and any charges before proceeding.
4. Repair fee
The fee you pay depends on your tier:
- Core: You are responsible for 100% of the repair cost assessed by our authorised repair partner, plus the S$25 express logistics fee.
- Cinch Plus: A flat S$75 repair fee applies per approved service request.
- Cinch Max: A flat S$25 repair fee applies per approved service request.
If your device cannot be repaired, the outcome depends on your tier. Core and Cinch Plus subscribers will need to purchase the device at the buyout price shown in their Cinch account. Cinch Max subscribers are eligible for a replacement device (replacement fee banded on device RRP).
5. Repair and return
Once the repair is complete, your device will be returned to you by express delivery. We will keep you updated throughout.
Important notes
- Authorised repairs only: Cinch's damage waiver only applies to repairs done through our authorised repair partners. Devices repaired by third-party providers are not eligible and will be treated as a buyout.
- Liquid damage: From 1 October 2026, liquid (water) damage is treated as ordinary accidental damage for Cinch Plus and Cinch Max subscribers. Core subscribers remain responsible for the full repair cost.
- Loss and theft: Not included under any Cinch tier.
If you need help, please reach out to our team via Live Chat on our website.