faq

Samsung offer three Interest free options to our online store customers:

0% Interest free for 12 months for purchase above $600 for any product with monthly payments.
0% Interest free for 24 months for purchase above $600 for any product with monthly payments.
0% Interest free for 48 months for purchases above $1,200 for Consumer Electronics and Home Appliances only.

For Gem Visa Cards, the following fees apply:

$99 annual card fee

$0 monthly fee

Other fees and charges may apply

Other fees and charges may apply to other Latitude issued cards

For most applications, the process from start to end takes approximately 5-10 minutes to complete.

If your application is unsuccessful, you can still purchase the device using a normal credit card or other payment means. However you will not be eligible to participate in the Samsung Finance program.

You can get plenty of useful information from the Gem Visa website: https://www.gemvisa.com.au/faqs.html

You can get support over the phone by calling the Latitude Customer Solutions Team on 1300 630 977.

Interest Free period commences from the date of purchase.

Your re-payments will start 30 days after your initial purchase. You will also receive a monthly statement so that you know exactly where you stand at the end of the 0% interest free period.

Once you've applied online, most customers will receive a response instantly. In some cases we will require further information to process the application.

Minimum monthly payments are required. If you only pay the minimum repayments each month, you’ll not pay out the balance within the selected interest free term.

Fee and charges will apply if minimum monthly repayments are not met or if you do not pay the balance off in full before the interest free period expires. Please refer to Latitude terms and conditions for further information.

If you have an existing Latitude account, you can use your account number to make payment.

Simply enter your account number and date of birth during checking out and a verification code will be sent to your mobile phone registered with Latitude finance.

Enter the verification code to finalise your purchase and enjoy your Samsung product with interest free finance.

To view if you’re eligible to participate in the Samsung Trade-Up program, please visit: http://www.samsung.com/au/tradeup/

Whether your device can be traded-in will depend on the grading criteria listed (which are outlined here: http://www.samsung.com/au/tradeup/

No, this is not required at the time of trading in your device. However you will need to ensure that the device has not been registered as lost or stolen. Your device also needs to be unlocked with all screen locks, PIN locks, "Find my Device" or similar locks disabled.

In order to receive the ‘working credit value’ for your device, please ensure that the device contains all original parts and housing. Any parts deemed missing or damaged will result in a ‘non-working credit value’. Any device that’s inspected and has extensive damage will be graded as beyond economical repair and you will not be eligible for any credit.

Yes, all locks need to be removed from the device prior to shipping to Brightstar. We recommend restoring the device back to factory settings which will also erase all personal data. Please ensure you back up your data before restoring the device to factory settings.

If your device is registered as 'lost or stolen' the relevant authorities will be notified. Brightstar will send you an email.

If the device is registered incorrectly as 'Lost & Stolen’ then please contact our Customer Support Centre on 1800 960 533, Mon - Fri 9.00 - 17:00 AEST or email us at SamsungTradeUp.AU@Brightstar.com where will advise you of what you can do to remove the device from the register.

Unfortunately if your device does not appear on the eligible trade-in list, it’s not eligible to be traded-in. However, the eligible device trade-in list is monitored on a monthly basis, so it could be added in later. If you think your device should be listed, get in touch by emailing SamsungTradeUp.AU@Brightstar.com

You may be eligible to trade-in your phone. You can trade in any device you want as long as it’s part of the eligible trade-in list. For more information, please visit our Samsung Trade-Up website http://www.samsung.com/au/tradeup/

Your phone may still be eligible to participate in the Samsung Trade-Up program as long as it is in the eligible trade-in list.

You must provide a combination of two forms of original proof of identity, which together or individually show, your:

Selected tablets are eligible to be traded-in from time to time. Please refer to the Samsung Trade-Up website for more information visti: http://www.samsung.com/au/tradeup/

No, it’s simple! You only need to return your eligible device for trade-in. Please only include the device and all relevant internal parts when returning the satchel, including internal batteries or battery covers. The accessories, battery chargers and any SIM cards are yours to keep!

Yes, but you can only trade-in one phone per transaction.

As you do not have to ship your device straight away, you will be able to transfer your data via Smart Switch before returning your device. However, please note that trade-in quotes are only valid up to 14 days, so ensure you ship your device back as soon as possible in order to redeem your payment.

Transfer your content using Smart Switch, find out more by visiting here: www.samsung.com/au/apps/smartswitch/

We also have a dedicated “Get Started” team who can assist setting up your new phone. You can contact them by dialing 1300 425 299.

Unfortunately, we are unable to adjust the trade-in price

The trade-in prices are regulated on a monthly basis, so if you’re happy to trade-in your device, it’s best to do so at the time of viewing the potential credit value you could receive.

If your phone is locked to your network provider, you may still be able to trade it in, but it may have an impact on the value we offer for your device. Please keep in mind that you are responsible for cancelling any network contracts linked to each device, and removing your SIM card.

Samsung or Brightstar is not responsible for any costs arising from your failure to cancel the network contract linked to your device or your failure to remove the SIM card.

You must own the device that you offer to Brightstar for trade-in. If your device is still under contract, you may not own the device. If your device is under contract, confirm with your provider whether you own the device. If your phone is locked to your network provider, you may still be able to trade it in, but it may have an impact on the value Brightstar offers for your device.

Please keep in mind that you are responsible for cancelling any network contract linked to each device, and removing your SIM card. Brightstar is not responsible for any costs arising from your failure to cancel the network contract linked to your device or your failure to remove the SIM card.

If you decide to trade your device in online, you can apply a voucher code while also making use of the credit value you receive from Samsung Trade-Up. Your partial trade in credit value will be applied after the voucher discount has been applied.

Yes, you can! You are able to make use of Samsung Finance to pay for the remainder of your device if you meet the minimum spend requirement of $600 after the upfront partial credit amount, and any other discounts. You must also meet the other eligibility requirements for Samsung Finance.

No, your device will be brand new and as the same condition as any other device sold through our online and Branded Store.

This is available at Samsung Stores, where you can complete your trade-up through one transaction and apply the entire credit towards your new phone in store at the time of purchase. If you would like to trade-in your device online, the credit is applied is in a slightly different way.

You will be eligible to receive a part of your trade-in credit value at the time of purchasing your new device online by way of an upfront discount and the remainder of the credit will be paid by Brightstar separately after you trade-in your device.

The quoted value is only valid for 14 days from the date you receive confirmation from Brightstar and so we encourage you to send the device back to Brightstar within this timeframe to get the maximum possible value.

If you require an extension for your quoted value you have the option to extend the quote for an additional 7 days through the Self-Service site. If you need assistance, you may also contact Brightstar’s Support Centre at 1800 960 533 or email SamsungTradeUp.AU@Brightstar.com.

If you have not received the return satchel, it could be because you have not finished the entire trade-up process. Please visit Brightstar’s page to finalize your order https://reuserecycle-samsung-au.brightstar.com.

If you have completed the entire process and have received a confirmation email, please contact Brightstar via email or on 1800 960 533 to request a new return satchel.

Please refer to your device manufacturer’s instructions to remove device locks, or contact your network provider to ensure you have removed any carrier activation locks.

If you need assistance, you may also contact our Customer Support Centre at 1800 960 533, Mon – Fri 9.00 - 17:00 AEST or email us at SamsungTradeUp.AU@Brightstar.com

The device now legally belongs to Brightstar who will either salvage or dispose of the device accordingly.

Unfortunately, this cannot be returned to you, so please ensure that you remove any SIM or SD card prior to trading in your phone. By accepting the Samsung Trade-Up program’s terms and conditions, you give consent for your device and any SIM / SD memory card you provide with your device to be destroyed by Brightstar.

To view the terms and conditions, please click here: http://www.samsung.com/au/tradeup/

You can contact Brightstar who will arrange for a new satchel to be delivered to you. You can contact them by calling 1800 960 533, Mon – Fri 9.00 - 17:00 AEST or email us at SamsungTradeUp.AU@Brightstar.com

After Brightstar receive and inspect your device, you will receive a communication outlining the devices inspected value – this value may differ from the initial value quoted to you. If you do receive a revised price, you will have 14 days from the date of your revised price to either accept or reject the offer.

IMPORTANT: If Brightstar do not hear from you within 14 days, Brightstar will automatically process the value of your device to your nominated bank account. In the event you reject the revised offer, Brightstar will ship your device back to you at no cost to you.

The trade-in values are estimates only until Brightstar perform a full assessment of the condition of your device. In the instance, where you have a revised price from Brightstar, this could be because you have incorrectly assed your device at the time of trade-in. If you have assessed your device as a working device and if Brightstar cannot validate your device as working, you will be issued with either a partial or non-working price. If your device is registered as damaged or non-working, you will be offered a revised value. If you do receive a revised price, you have up to 14 days from the date you receive your revised price to either accept or reject the offer. In the event you reject the revised offer, Brightstar will ship your device back to you at no cost to you.

If Brightstar do not hear from you within 14 days, Brightstar will automatically process the value of your device to your nominated bank account.

If you reject the revised offer from Brightstar within 14 days of receiving the revised offer, Brightstar will return the device at no cost to you. I f you reject the offer outside of the 14 day period, the device can no longer be returned to you as the ownership of the device now belongs to Brightstar.

In order to participate in the program, you must be an Australian resident, 18 years or older and your eligible device must also not be registered as lost or stolen.

When you ship the device to Brightstar you need to ensure that you securely attach the 'Customer Coupon' to the outside of the packaging. This coupon contains unique information that enables us to recognise the device with the customer.

Your device is covered should your device be lost in transit whilst being shipped to Brightstar. To raise a claim please contact our Customer Support Centre at 1800 960 533, Mon – Fri 9.00 - 17:00 AEST or email us at SamsungTradeUp.AU@Brightstar.com

If you have taken the necessary precautions to package the device correctly in the returns parcel provided, please call contact our Customer Support Centre at 1800 960 533, Mon – Fri 9.00 - 17:00 AEST or email us at SamsungTradeUp.AU@Brightstar.com to discuss what we can do for you.