When submitting a claim on Reebelo, you may be required to provide photos illustrating your claim.
To process your claim efficiently, please share a minimum of 4 clear and well-lit photos of your item, ensuring all the required details are visible based on your claim type. We've put together detailed guidelines below.
For Device Warranty Claims
-
Device Exterior
- Remove any cases or accessories
- Provide photos of
- The front screen (turned off with minimal reflection)
- The back of the device
- All four sides, ensuring all buttons, ports and any visible cosmetic conditions are in full view
-
Specific Issue Areas
- If your claim involves physical damage (e.g. cracked screen, dented casing), provide close-up photos of the affected area
- Remember to report your damaged in transit claims within 4 business days of receiving the device to help us resolve it quickly. However, this doesn't affect your rights under Australia Consumer Law (ACL)
- For charging, audio or camera issues, ensure ports, speakers or lenses are clearly visible in your photos
- For internal malfunctions
- Include screenshots of diagnostics (e.g. battery health reports)
- Provide a video showing the issue (e.g. device not powering on, rapid battery drain)
- If your claim involves physical damage (e.g. cracked screen, dented casing), provide close-up photos of the affected area
For Brand New or Unopened Items
-
Sealed Packaging
- Don't open the package
- Provide photos of all sides of the sealed package ensuring the condition is visible
- Include a close-up of the shipping label, including the tracking number
-
Damaged Packaging
- Provide photos of the damaged item and all sides of the the packaging
- Include a close-up of the shipping label, including the tracking number
Helpful Tips for Photos
- Ensure good lighting to minimize shadows or glare
- Place the item on a neutral background for clarity