Returns & refunds

Straight answers: your legal rights first, then a fair 30-day change-of-mind policy.

Your legal rights come first

Under the Australian Consumer Law, everything we sell comes with consumer guarantees that cannot be excluded. Your phone must be of acceptable quality, match its description, and do what a phone should do. If it does not, you are entitled to a repair, replacement, or refund depending on the problem. These rights are automatic and free — no fine print removes them, and everything below sits on top of them, never instead.

Dead on arrival

If a phone arrives not working, tell us within 48 hours and we will replace or fully refund it immediately, with prepaid return shipping.

30-day change-of-mind returns

Changed your mind? You have 30 days from delivery to return your phone, as long as it comes back in the same condition you received it — with any device locks (like Find My or activation lock) switched off and the phone signed out. What you pay depends on how it comes back:

Complete & undamagedFree return — no restocking fee. All original accessories included, no new damage.
Accessories missingA 15% restocking fee applies (to re-kit and re-certify the phone).
Returned with damageA repair cost is assessed against the photos and certificate from when it was sold, so it is only ever the new damage — never wear we already disclosed.

Return postage is paid by you (except dead-on-arrival). Refunds go to your original payment method once the phone is received and inspected, usually within a few business days.

AS-IS phones — sold with a disclosed fault at a lower price — have no change-of-mind return, but every statutory guarantee above still fully applies.

Your data

Wipe your phone before returning it where you can. Either way, every returned device is securely data-wiped on arrival and the wipe is recorded on its Device Passport.

Warranty is separate

Change-of-mind returns are different from warranty. Every phone also includes a 6-month PRC warranty (extendable to 12 months at checkout) for functional faults — registered automatically to your phone's IMEI.

Start a return by messaging Sam on WhatsApp, calling St Marys or Schofields, or visiting us in store. Questions about your specific phone? Its Device Passport shows exactly how it was sold.