Frequently Asked Questions

More questions? Check out the FAQs below.

Where can i purchase Samsung Care+?

Samsung Care+ can be purchased online or participating retail stores. Click here for more details.

Is Samsung Care+ an insurance Program?

Samsung Care+ is not an insurance program. Samsung Care+ is a device swap program.

How many service requests can i make during the 2 year subscription?

You can make up to two service requests within 2 years.

What is a swap fee?

A swap request allows you to swap your eligible device with the same or similar device on the payment of a swap fee.

Can i get samsng care+ for all eligible devices?

For all Samsung Care+ eligibile devices, Click here

Can i still make a services request if my device has suffered damage?

If your eligible device is subscribed to Samsung Care+, you can lodge a swap request to have a replacement sent to you even if your device is damaged.

What happens if i don't return my original device when making a swap request?

If your original device is not returned, a Device Non Return fee will be charged.

What happens if my eligible original device or any swap device is faulty?

Our goods and services, including Samsung Care+, come with statutory consumer guarantees that cannot be excluded under the Australian Consumer Law.

If your eligible device or any swap device suffers a defect or failure which is covered by a consumer guarantee, you are entitled to a repair, replacement or refund (at Samsung’s discretion) for a minor failure or a refund or compensation for a major failure.

When you request a swap under Samsung Care+, we will ask you to provide information about your device to determine if there is a defect or failure that is covered under a consumer guarantee (and/or the device’s manufacturer’s warranty). Any remedy under the Australian Consumer Law (and/or the manufacturer’s warranty) will not be considered a swap and you will not be required to pay a swap fee.

Need to lodge a claim for a Samsung care policy purchased before January 2019?

If you purchased Samsung Care before January 2019, you can lodge your claim with Assurant Pty Ltd by calling 1300 853 078.

If you purchased a Samsung Care+ subscription after February 2019, you can lodge a service request through the Samsung Care+ portal.

Important information

  • *T&Cs apply. Swap your device for the same or a similar device twice over 24 months from the start of Samsung Care+ subscription. Swap fee for all eligible device is $129. Samsung Care+ does not cover lost or stolen devices. A swap device is usually a refurbished device of the same model as your current device. If this is not available, we’ll provide a comparable model. You must return your original device within 14 days of receiving a swap device, otherwise you may be charged a Device Non Return Fee. For your swap device to be dispatched by the next business day, your swap request must be lodged by 3pm AEST on a business day. Ownership of your original device immediately passes to Samsung’s service provider Asurion once it is swapped and all content will be wiped upon receipt. If your device is covered by warranty or consumer guarantee under the Australian Consumer Law, the swap fee will not apply. See samsung.com/au/care-plus/terms/ for further details.
  • 50% off Samsung Care+ when you purchase Galaxy S20 Ultra 5G 16GB + 512GB (SM-G988BZKEXSA), Galaxy S20 Ultra 5G 12GB + 128GB (SM-G988BZAAXSA, SM-G988BZKAXSA), Galaxy S20+ 5G 12GB + 512GB (SM-G986BZAEXSA), Galaxy S20+ 5G 12GB + 128GB (SM-G986BZAAXSA, SM-G986BZKAXSA, SM-G986BLBAXSA), Galaxy S20+ 8GB + 128GB (SM-G985FZAAXSA, SM-G985FZKAXSA, SM-G985FLBAXSA), Galaxy S20 5G 12GB + 128GB (SM-G981BZAAXSA), Galaxy S20 8GB + 128GB (SM-G980FZAAXSA, SM-G980FLBAXSA, SM-G980FZIAXSA) in a single transaction. 50% off discount does not apply to the $129 swap fee for eligible devices. Discount applies to one (1) x 2 year SC+ subscription. Purchase must be made on the Samsung Online Store only shop.samsung.com/au from 10.00am (AEDT) 6 March 2020 to 11.59pm (AEDT) 3 May 2020 and excludes the Samsung Education Store, Samsung Business, Samsung Enhanced Partnership Portals and Samsung Government. Subject to stock availability (including colour variants) at time of purchase