Accidental damage means unintentional physical damage to the device — for example, a cracked screen from a drop, a broken port from a fall, or liquid (water) damage.
From 1 October 2026, liquid damage is treated as ordinary accidental damage on new subscriptions. It is no longer excluded.
Accidental damage does not include:
- Cosmetic wear and tear (scratches, scuffs, or discolouration from normal use)
- Damage resulting from unauthorised modification or repair
- Loss and theft
If you are unsure whether your damage qualifies, contact our CX team and we will assess your device.