Return policy

30-Day Online Change-of-Mind Return Policy

This change-of-mind policy applies only to purchases completed through www.phonexchange.com.au. Eligible online purchases may be returned within 30 days of delivery, subject to the conditions below and prior approval from our support team.

Before returning your device

• Contact our support team within 30 days of delivery and obtain return approval before sending the item.

• Provide proof of purchase, such as your online order number.

• Return shipping costs are the customer's responsibility for change-of-mind returns.

Return conditions

• The device must be returned in the same condition as delivered, without new physical or liquid damage, modification, or unauthorised repair.

• The device must be factory-reset, with personal data removed and all account or activation locks disabled.

• All items supplied with the order, including accessories and packaging, must be returned.

Assessment and refunds

All returns are inspected before approval. We may refuse a change-of-mind return, or make a reasonable deduction from the refund, where an item is damaged, incomplete, missing supplied items, or has reduced in value because of handling beyond what is reasonably necessary to inspect it.

In-store purchases

In-store purchases are not eligible for change-of-mind returns because customers can inspect and select the device before completing their purchase.

Australian Consumer Law

This change-of-mind policy does not limit or exclude your rights under the Australian Consumer Law. If a product has a major or minor fault, the remedies available under the Australian Consumer Law continue to apply.