Frequently Asked Questions
Everything you need to know
Need something cleared up? Here are our most frequently asked questions.
Most FAQ
The cosmetic grading only refers to the aesthetic appearance of the device. Note that all our devices are fully tested and are 100% functional.
As-new
Body: The phone is in perfect and flawless condition, like-new.
Screen: No noticeable scratches or blemishes.
Expectation: Expected to be in a pristine condition, indistinguishable from a brand-new phone.
Excellent
Body: Minor signs of wear such as minor scratches and stains, along with possible minor dents/dings, not noticeable from 1 arm distance Screen:
Scratches that are barely noticeable when the screen is on
Expectation: Expected to have subtle signs of use, barely noticeable during normal use.
Good
Body: Visible scratches, and stains, along with possible visible dents/dings on the body
Screen: Minor but visible scratches that are barely noticeable if you turn on the screen
Expectation: Visible signs of use, fully functional with slight cosmetic imperfections.
Still performs just as well as "Excellent Grade.
Fair
Body: Noticeable scratches, visible spots upon close inspection. Possible discoloration, dents and dings on the body.
Screen: Prominent scratches on the screen. Visibility of the screen is not affected.
Expectation: Visibly used but fully functional.
Cost-saving despite cosmetic imperfections.
For online purchases, items will be shipped directly to your address.
Alternatively, you can choose to buy from our physical stores located at KL Sentral, One Utama, or Pontian. The full addresses for each location can be found here.
Once an order is confirmed, it cannot be cancelled. Please review your order before confirming. Refer to our device T&C for more information here.
Nationwide
We provide secured payment options as follows;
Full payments: Visa, Mastercards, FPX Online Banking, E-wallets and more!
Installments: PayLater by Grab, SPayLater by Shopee, Maybank, CIMB Bank, HSBC, Public Bank, Hong Leong Bank, Ambank, Standard Chartered and more! Find out more here!
Hot Deals is a promotion with only a limited number of units offered at a special price!
So don’t forget to check them out here before it runs out!
Yes, you may. Please reach out to our customer service with the following information:
- Product you are interested in
- Full payment amount
- Instalment amount and instalment method
Product Enquiry
At CompAsia, we ensure that all our Certified Second-Hand devices undergo a 32-step quality check, ensuring 100% functionality before being sold on our website.
draft answer
draft answer
We provide a compatible USB cable with every smartphone, tablet, and smartwatch purchased from us.
Please note that the USB cable does not come with a warranty.
All devices are guaranteed to have a battery health ranging from 80% to 100%, ensuring they are still in good condition.
Our devices are sourced globally from various countries. Devices are allocated at random to customers depending on stock availability. Therefore, customers do not have the option to choose sets from specific countries/regions.
No, CompAsia do not provide any repairing services.
Generally, all available stock can be found on the website. However, do not hesitate to contact our Customer Service for further information.
We do not provide pictures of the device due to our first-come, first-served policy. Rest assured, all our devices undergo a rigorous 32-step check process to ensure full functionality before being sold to you. For cosmetic condition, you may choose from Excellent, Good, or Fair grades.
Every device has a unique 15 digit code called an International Mobile Equipment Identity (IMEI) number to identify the device. It can also reveal other details of the phone such as specifications, models and more. Try it out here.
Shipping & Services
An email with your tracking number will be sent to you once your order has been dispatched. You may then check for your delivery status with the respective courier service.
Generally, it will take 1-2 working days from the date of purchase for us to proceed with your order.
After that, shipment will take 1-2 working days for Peninsular Malaysia, and 2-3 working days for Sabah & Sarawak. Tracking number will be sent accordingly to your registered email once the order has been shipped.
Please contact our customer support team at support@compasia.com. Kindly include the below information:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
Not to worry as all our parcels are completely insured. Kindly drop us an email at support@compasia.com with pictures/videos of the damaged parcel with the following details for further assistance.
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
▪ Pictures/Videos of damaged parcel
Please email us at support@compasia.com so that we can check for your correct order and we will send it out to you as soon as possible. Kindly include the below information:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
Upon order confirmation, if you have not recevied your tracking number between 1-2 working, feel free to contact us at support@compasia.com with the following information included:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
Note: If you have not received our email confirmation, please look into your SPAM/JUNK mailbox.
Absolutely! Kindly reach out to us at
support@compasia.com with the following details:
▪ Full Name
▪ Contact Number
▪ Purchase Date
▪ Order Number
▪ Updated Shipping Address
Payments
Full payments: Visa, Mastercard, FPX Online Banking, E-wallets, and more.
Installments: PayLater by Grab, SPayLater, Maybank, CIMB, HSBC, RHB, Ambank, Standard Chartered, Public Bank, Hong Leong Bank. Find more details here.
After the first installment payment has been confirmed, the order will be processed and shipped out accordingly.
For more information on easy installments, click here for a better understanding of your Debit/Credit card installment needs.
Do note that the monthly installment is subject to the price and model of the phone, the capacity, and the cosmetic grading (Excellent/Fair). Find out more on our website here or simply divide the number of months selected for installment.
Grab PayLater
PayLater Instalments is a payment method for you to spread your online shopping bill into 4 interest-free monthly installments. Your monthly installments will be deducted automatically from your GrabPay balance or a linked card. Once you've activated PayLater, you'll be entitled to both PayLater Instalments and Postpaid.
PayLater is a free service with no upfront fees charged or any interest accrued. The only fee that may be incurred is the admin fee to reactivate your suspended account.
Your PayLater account may be suspended if you have an overdue PayLater bill and you do not make any payments after being notified by us.
To be eligible for PayLater, please ensure that you’ve met all of the following criterias:
- You’ve been an existing Grab user for at least 6 months
- You’re aged > 21 years
- Your account has been fully verified
- You’re a Platinum, Gold, or Silver GrabRewards tier member
- Your Grab app has been updated to the latest version. To update your Android app tap here, or update your iOS app here.
Yes, you can earn up to 3 GrabRewards points per RM1 spent for every PayLater transaction (both Postpaid and Instalments). You can also find out how many GrabRewards points you’ll earn for your purchase in the checkout flow.
The minimum spending required to use PayLater is RM500 and the maximum spending is capped at RM4,000.
SPay Later
The monthly installments through SPayLater depends on the eligibility for each user’s individual shopee account. Users may choose from various payment schemes, ranging from one month to a maximum of twelve months.
By opting the SPayLater service, you are expected to make complete payments according to your SPayLater invoices. Your Shopee/SPayLater account will be suspended if payment has not been made by the 10th or 1st of each month.
Note: To continue SPayLater service, there will be late charge of RM10.
SPayLater limits are based on the user's individual spending and repayment behaviours.
Therefore, youcannot apply to adjust your limits.
There are four payment channels available to users which are:
▪ 7-11 cash payment.
▪ Online Banking.
▪ ShopeePay Wallet.
▪ Credit Card/Debit Card.
Subscribe + Own (ReNewNGo)
CompAsia's ReNewNGo program is a flexible and affordable device subscription program for secondhand & As New devices - that allows you to upgrade, downgrade or return your device after 12-monthly payments and own it completely after 36-monthly payments!
Experience ultimate flexibility, zero risk and zero worries with the ReNewNGo Program.
Seamless Upgrades and Flexible Options: Unlock seamless upgrades! After 12 payments, trade in your device for a new one or exit your contract with no extra fees. Just ensure it's undamaged and unmodified.
Peace of Mind: Enjoy extended warranty protection for manufacturer issues, giving you peace of mind throughout your subscription.
Works with any Telco: ReNewNGo works with any telco carrier, giving you the freedom to choose or switch carriers as you like.
Low Monthly Payments: Access the latest devices with budget-friendly monthly instalments, making cutting-edge technology accessible without breaking the bank.
You can apply for ReNewNGo in three easy steps!
1. Select your dream Apple or Samsung device from our Collection
2. Fill up your details on our Application page and proceed with Verification
3. Confirm your delivery details and complete your first payment
A confirmation email with your order details will be sent to your registered email once your application is successful and complete.
To subscribe to the Program, you must:
- be a Malaysian citizen with a valid MyKad
- be aged between twenty-one (21) to sixty-five (65) years old
- have a valid and active banking account with sufficient funds
Apart from fulfilling the above criteria, you must pass a credit check and verification process in order for your application to be successful.
Each MyKad is only eligible for one (1) device under this program.
We offer a 36-month subscription program.
Yes, the device belongs to you after completing the 36-month tenure! Upon fully paying all Monthly Charges and any other dues by the end of the Term of Usage, you are not required to return the device. Ownership of the device will transfer to you (the customer), and any subsisting agreement or obligations between parties will cease.
Apply with only your MyKad NRIC!
This Program is extended to selected iPhone and Samsung series including the latest secondhand iPhone and Samsung Galaxy models.
The eligible devices may be revised and updated from time to time.
You may find the updated list of eligible secondhand devices on here
Once you have passed our credit check and payment is successful, your application is complete. You will be notified of the next steps for your device delivery or pick up via e-mail/phone call.
You may re-apply for the Program only after 6 months from your last application.
You can either pick up from our retail stores or enjoy free delivery throughout West Malaysia all at no extra charge. Delivery to Langkawi, Pangkor, PO Boxes, and certain rural areas currently unavailable.
When you pick up/ collect your device, our staff or delivery partner will assist you with the mandatory verification process (“EKYC”) before handing you the device. You will need to prepare the MyKad you applied with to verify your identity.
No, you are not allowed to send any representative during the device collection as a personal EKYC verification process will be performed during the collection of your device.
You can refer to the full Program terms & conditions here.
You can request to upgrade your phone any time after 12 successful monthly payments.
There is no upgrade fee for a device upgrade request.
You will need to meet a set of criteria for a successful upgrade/return request including but not limited to the below:
· the IMEI/unique serial number of the Device you return to us, subscriber’s name, mobile phone number and the NRIC number under which the Device is subscribed to is correct and correspond with the information of the Registered Device and other information you have given to us during your application to subscribe to the Program;
· you provide any additional information as reasonably requested by us;
· it is made after the 12-month lock in period;
· the Upgrade Request is not for any Device Accessory;
· the Registered Device is undamaged and unmodified; and
· we reasonably believe that you are not using the Program in a manner which is, or is reasonably believed to be, fraudulent, illegal or related to any criminal activity; or intended to make commercial gain.
No. Only the 1st month subscription charges will need to be paid once your application has been approved.
Yes. You are required to make an upfront payment comprising of the following:
a Nominal Value fee of RM1.00 + the first payment of your Monthly Charge (which will cover the first Monthly Charge of your device.)
For example,
Monthly charge = RM130
RM1 (direct debit pre-authorization fee) + RM130 (first month advance instalment) = RM131.
The upfront payment will be charged to you during your application process. You will be directed to make this payment via Instant Pay (FPX payment).
Please ensure that all information entered with regards to your banking account is accurate and that your banking account is active and valid with sufficient amount of funds. You must be the lawful and authorized owner of the banking account.
No. You must be the lawful and authorized owner of the banking account. The bank account holder name must match the "Name as per NRIC", provided during the application process.
Your monthly payments will be automatically deducted from your bank account once you have registered with us - after your application was approved. Upon each successful payment, you will receive an invoice.
Your billing/ payment date is based on your contract signed date (date you received the device). Your monthly charges will be automatically deducted from your bank account on the same date each month.
You will be imposed a late payment charge of RM10.00 for every seven (7) days, starting the day after your payment is due. The late payment charges will continue to be charged and accumulated until the full settlement of the outstanding amount is cleared.
If you want to clear your outstanding payments, please reach out to our customer service team at support@compasia.com. They will confirm your outstanding balance and provide detailed payment instructions.
Unfortunately, payment deferment is not available under this program.
Please reach out to our customer service team at support@compasia.com to check on your billing / payment details.
Please reach out to our customer service team at support@compasia.com for any changes to your details.
With the extended warranty, you are covered for device repairs for manufacturer issues during your 36-month subscription period.
If you need assistance with device repair, please reach out to our customer service team at support@compasia.com.
If you need assistance with device repair, please reach out to our customer service team at support@compasia.com. Let them know what is the issue and they can advise you accordingly.
Yes, you can. To terminate please reach out to our customer service and return the device.
After 12 months: Terminate at no cost.
Before 12 months: You will be required to make the payment as below:
(Monthly Charges x Remaining Months Balance to fulfil 12 months) + Nominal Value + Late Payment Charge (if any)
You are required to return your old device to any participating partner’s store. You shall back up any data from the old device and ensure a proper data wipe is performed on the device on your own before returning it for an upgrade. Once your old device is returned to us, the residual data in the old device will be wiped out. We are not responsible for any data you left on your device and will not transfer any such data or information from your device. We shall not be liable for any loss, misappropriation of or damage to any data or information.
Please reach out to our customer service team at support@compasia.com.
For more information on ReNewNGo Subscription Program, please contact our customer service team and click here for a better understanding of your device subscription needs.
ReNew+ Instalment Plan
CompAsia’s (ReNew+) Instalment Plan is a payment option for you to get a secondhand & As New device on a subscription basis for 12 months or 24 months. Upon the completion of your subscription period, you will own the device.
This Program is extended to selected iPhone and Samsung series including the latest secondhand iPhone and Samsung Galaxy models. The eligible devices may be revised and updated from time to time. You may find the updated list of eligible secondhand devices on here
We offer 12-months and 24 months subscription Program.
To subscribe to the Program, you must:
- be a Malaysian citizen with a valid MyKad
- be aged between twenty-one (21) to sixty-five (65) years old
- have a valid and active banking account with sufficient funds
Apart from fulfilling the above criteria, you must pass a credit check and verification process in order for your application to be successful.
Each MyKad is only eligible for one (1) device under this program.
You may re-apply for the Program only after 6 months from your last application.
Yes, there is a one-time Program Fee which will be collected upfront during your application process.
Yes. You are required to make an upfront payment comprising of the following:
a Nominal Value fee of RM1.00; and
for 12 months subscription period, the program fee is RM100.00 only; or
for 24 months subscription period, the program fee is equivalent to the Monthly Charge of your device subscription
The upfront payment will be charged to you during your application process. You will be directed to make this payment via Instant Pay (FPX payment).
Please ensure that all information entered with regards to your banking account is accurate and that your banking account is active and valid with sufficient amount of funds. You must be the lawful and authorized owner of the banking account.
Yes, your application is complete upon successful payment. You will receive a confirmation email to your registered email address with your order summary for your reference.
You will be contacted via email/other form of communication with details on the pick up/ collection. When collecting your device, our staff will assist you with the mandatory verification process (“EKYC”) before handing you the device.
You are not allowed to send any representative during the device collection as a personal EKYC verification process will be performed during the collection of your device.
Your monthly payments will be automatically deducted from your bank account once you have registered with us - after your application was approved. Upon each successful payment, you will receive an invoice.
Your billing/ payment date is based on your contract signed date (date you received the device). Your monthly charges will be automatically deducted from your bank account on the same date each month.
You may be imposed with a late payment charge of RM10.00 for every seven (7) days starting on the day after your payment falls due. The late payment charges will continue to be charged and accumulated until full settlement of the outstanding amount is made.
Yes, you can. In the event of an early termination, you will be required to make the payment as below:
(Monthly Charges x Remaining Months Balance) + Nominal Value + Late Payment Charge (if any)
Unfortunately, deferment of payment is not available under the Program.
You can refer to the full Program terms & conditions here.
Warranty
By default, all devices purchased with us are given a standard 1-month warranty from the date of purchase. Additionally, we also provide longer warranty options on our website checkout page as below:
* 6-months warranty (5 + standard 1 month warranty)
* 12-months warranty (11 + standard 1 month warranty)
Our devices are warrant against any defects in the workmanship and hardware under normal usage only.
The warranty covers:
* manufacturer's device defect (not caused by external factors)
* pick-up and delivery services for device repairment
Warranty does not cover the following:
* Physical damage or accidental damage of the device
* Any water/ liquid/ moisture damage
* Repairing battery due to defect/ deterioration of any device/battery health
* Dust
What voids the warranty?
* Modified software (etc jailbreak, rooting, or any similar acts) will be voided due to potential security risks
Yes, modifying the software by either jailbreaking or rooting your device will void the warranty as this will open up the device to security risks.
To check on your remaining warranty period, please provide us with the following information below:
* Full Name
* Contact Number
* Purchase Date
* Order Number
* IMEI Number
Kindly email it to support@compasia.com
To claim warranty, please provide us with the following information below:
* Full Name
* Contact Number
* Purchase Date
* Order Number
* IMEI Number
* Pictures/Videos of evidence
For standard 1-month warranty, contact us at support@compasia.com
For extended warranty, contact us at deviceservice@compasia.com
We would like to inform you that it is not possible to extend the warranty once the coverage expires or if it has exceeded the repair cost. Our warranty policy clearly outlines the terms and conditions, including the duration and coverage of the warranty period, which are non-negotiable after use.
Generally, all warranty claims will take up to 14 working days from the day we receive the device, and depending on the severity of the issue.
We will either:
- We will arrange for the device to be collected from your residence at no charge
- Repair the hardware defect at no charge
- If the device is beyond economical repair, we will exchange the device with the same make and model ( reconditioned based on the same grade ) of an equivalent value
After any necessary repair works on the device, a 1-month warranty will be given specifically towards the declared issue that was repaired on only (etc, broken camera, discoloured screen).
Please do not remove the warranty sticker as the warranty will be completely voided once the warranty sticker is removed.
Replace Plus
Replace Plus Plan is an after-sales service for a 1-1 device swap program, offered to customers that have purchased our devices which allows you to swap your device for any reason ( swap for the same make and model, no upgrades allowed )
*A service request fee applies for each swap request.
T1 Device | Service Request Fee MYR 65.00
T2 Device | Service Request Fee MYR 130.00
T3 Device | Service Request Fee MYR 216.00
T4 Device | Service Request Fee MYR 292.00
T5 Device | Service Request Fee MYR 378.00
T6 Device | Service Request Fee MYR 454.00
T7 Device | Service Request Fee MYR 540.00
T8 Device | Service Request Fee MYR 616.00
T9 Device | Service Request Fee MYR 702.00
T10 Device | Service Request Fee MYR 778.00
T11 Device | Service Request Fee MYR 864.00
T12 Device | Service Request Fee MYR 977.00
T13 Device | Service Request Fee MYR 1,031.00
T14 Device | Service Request Fee MYR 1,124.00
T15 Device | Service Request Fee MYR 1,448.00
To check on your remaining device swap period, please provide us with the following information below:
* Full Name
* Contact Number
* Purchase Date
* Order Number
* IMEI Number
Kindly email the details to support@compasia.com
6-month Service Tenure entitled 1 time Swap Request
12-month Service Tenure entitled 1 time Swap Request
You can opt for a 6 months or 12 months subscription plan, the subscriptions fees to be paid in lump sum upon enrolment.
Upon your request for a replacement, there will be an applicable service request fee payable at the time of the service request, which is based on the retail price of your mobile device. The payment is payable directly to CompAsia, the Replace Plus service provider.
Yes, the duration of the contract period is either a 6-month or 12-month term.
You can enroll for the Replace Plus Plan upon purchasing CompAsia’s Certified Second-Hand Devices
The Replace Plus Plan is offered to all Malaysian citizens (> 18 years old), who have purchased a device from our official e-commerce website
Warranty programs typically cover manufacturers’ defects only. Replace Plus allows you to replace your device for any reason locally.
Sell your device
Your payment will be made into your bank account once we receive device.
You are eligible to sell your device, if
1. You must be the legal owner of the device.
2. Your device must not be tied to any existing contract with Telcos.
3. The phone must not be network and IMEI blocked, reported as stolen or counterfeit.
4. We only accept devices that are unlocked from iCloud and Google accounts.
Yes, we accept defective smartphones. Price quotation would differ depending on the defects of your device.
If you prefer to sell your devices in-person, you may walk into our associating retail partners stores and proceed to trade-in there with the assistance of their staff. Please find out more here about the retail store location.
draft answer
My Account
Step 1: On the homepage, click the "human icon" on the top right corner.
Step 2: In the pop-up, you can create an account via social login/ "Sign up with Email" and proceed to "Sign-up"
Step 1: On the homepage, click the "human icon" in the top right corner.
Step 2: In the pop-up, click "Log in," enter the email you registered with and your password to log in.
Note: To track your order details, please ensure you log in with the same email used for ordering. This will allow you to view your previous orders.
If you have forgotten your password, click "Forgot password".
Step 1: On the homepage, click the "human icon" in the top right corner.
Step 2: In the pop-up, click "Log in," and select "Recover password".
Step 3: Input "your email" and then you should receive an email to reset your password.