Premium Phones. Better Prices.

Change of Mind Returns

Conditions for Returns
To be eligible for a refund:

• Item must be unused, unactivated, and in original packaging
• All accessories, manuals, and free gifts must be included
• Phones must not show signs of activation or use
• Screen protectors and hygiene-related items cannot be returned

Non-Returnable Items

• Gift cards
• Opened accessories (cases, chargers, cables)
• Items marked as "Final Sale"
• Software or digital content

Return Process

1. Log into your AussiePhoneDirect account and go to Orders
2. Select the item you wish to return and click "Request Return"
3. Print the prepaid return label (shipping cost will be deducted from your refund)
4. Pack the item securely in original packaging
5. Drop off at your nearest Post Office

Refund Timeline

• Once received, we'll inspect your return within 2-3 business days
• Approved refunds will be processed to your original payment method
• Refunds typically appear in 5-10 business days (depending on your bank/card issuer)

Defective Products

If your phone or gadget arrives faulty or develops a defect, we handle it differently from change-of-mind returns.

What Qualifies as a Defect

• Device won't power on or charge
• Screen has dead pixels, lines, or display abnormalities
• Battery drains abnormally fast under normal use
• Buttons, ports, speakers, or microphones fail to function
• Persistent software crashes after factory reset
• Camera produces consistently blurry or distorted images
• Any other manufacturing defect covered by Australian Consumer Law

What is NOT Covered

• Accidental physical damage (cracks, scratches, liquid damage)
• Normal battery wear over time
• Issues from unauthorized repairs or modifications
• Lost or stolen devices
• Problems from third-party software or apps

Dead on Arrival (First 7 Days)

If your device arrives and doesn't work at all:

Process

1. Contact us within 7 days at support@aussiephonedirect.com.au
2. Include your order number and description of the issue
3. We'll email you a free prepaid return label
4. Pack the device with all accessories
5. Drop off at any Australia Post office

Resolution

• Once received, we inspect within 2-3 business days
• You may choose a full refund or replacement device
• Refunds processed to original payment method
• Replacements shipped within 2-3 business days

Manufacturing Defect (After 7 Days – Within Warranty)

If a fault develops after the first week but within your 12-month warranty:

Process

1. Email support@aussiephonedirect.com.au with your order number and issue details
2. We'll provide return instructions
3. Ship the item to us (customer pays shipping to us)
4. We'll assess within 3-5 business days of receiving

Resolution

• If confirmed defective, we'll cover return shipping for the replacement
• Options include repair, replacement, or refund at our discretion
• We'll contact you with the outcome

Warranty Information

All phones come with a minimum 12-month warranty covering manufacturing defects as required by Australian Consumer Law.

Frequently Asked Questions

My phone arrived with a cracked screen. What do I do?
Contact us within 48 hours with photos. If damaged in transit, we'll replace it free of charge.

The battery drains really fast – is that covered?
Yes, if it's abnormal (e.g., drains 50% in an hour with minimal use). We'll assess and replace if defective.

I dropped my phone and the screen cracked. Can I return it?
No – accidental damage is not covered. You can contact us for out-of-warranty repair options.

How long do I have to report a defect?
For dead on arrival, within 7 days. For developing defects, within your 12-month warranty period.

Do I need the original box?
Yes – please return with all original packaging for warranty claims.

Contact Us

• Email: returns@aussiephonedirect.com.au
• Support Hours: Monday–Friday, 9am–5pm AEST
• Response Time: Within 24 hours

Summary – Quick Reference

This policy complies with Australian Consumer Law. Your statutory rights are not affected.