Terms & Conditions

OzMobiles provides several convenient payment options for our customers

If you're in Melbourne and want to pick up your device(s), please select the "Pickup (VIC only)" option during checkout. You will be able to pick up your device(s) within two business hours. We will notify you via text and email when your device(s) are ready to collect. We're located on Little Collins Street in Melbourne CBD.

You will need to place an order in advance on our site to pick up a device. We don't accept payment via cash or card in-store.

Select the option with the PayPal logo/text and follow the prompts. You don't need to have a PayPal account to use PayPal / pay via your credit card with PayPal.

Buy now, pay later!

You can now purchase a device from our website, and pay in easy instalments. Select Zip Pay during the checkout process and follow the prompts.

Another buy now, pay later option for you.

If you have an Afterpay account, you may pay in four fortnightly instalments that are interest-free! Once Afterpay payment option is selected at checkout, you will be redirected to your account to finish the transaction.

If you have an Apple Pay account, you may use your account for making a transaction with us.

You may select the option to pay via Google Pay at checkout.

If you have a Shop Pay account, you may select this option at checkout.

We offer an option to pay via Mastercard or Visa via our credit card option through Shop Pay or Shopify's native credit card portal.

We have experienced a high number of sales from fraudulent credit cards. To protect our customers and ourselves, we sometimes ask customers to verify their identity with our additional checks to ensure the card ownership. We will contact you via email or phone call should we require any additional details from you.

If you have failed our fraud check and we are unable to proceeed with the transaction, you may try again with other payment methods with seller protection, such as PayPal.

We offer free standard shipping (3-7 business days) and express post shipping (1-3 business days) Australia-wide via Australia Post. We dispatch packages every weekday (Monday to Friday, not including public holidays in Victoria).

Same-day delivery service is available to Metro Melbourne customers with most devices if you order before 2:00pm Melbourne time on weekdays (public holidays excluded). We are not responsible if the delivery is attempted but not successful, and no refunds will be provided in this case.

If your device is faulty, you may request a return under warranty. If the fault is verified, we can give you:

- A replacement unit of the identical make and model as the original item ordered
- A store credit for a future purchase (this will not expire)
- A refund

Please submit an enquiry via our Help Centre to discuss all available solutions. For a speedier return, please include as much information as possible, including your order number, faults experienced. and photos where applicable.

Please note:

• In order to receive a full refund, the device must be sent back in its original condition complete with original box and accessories.
• Our technicians must be able to verify the reported fault with the device. If no fault is verified, you will be notified, and the device will be returned to you.
• The device must not have any internal liquid damage, cosmetic damage or be iCloud/activation locked.
• Any signs of tampering, custom ROM installation, or unauthorised third-party repairs will cause the return to be rejected, and the device will be returned to the customer.
• Return authorisation must be obtained via email prior to sending the product(s) back, and you must comply with our return instructions. Your return might be lost in transit or significantly delayed if you do not follow the return instructions. OzMobiles takes no responsibility for any items lost or damaged in transit if you return it to us without following our return instructions.
• We will provide a free express return shipping label to cover the cost of the return shipping. It is advised to package the return carefully and to add tracking to the parcel.
• The warranty is valid within Australia and New Zealand territory. We cannot process overseas warranty claims from outside of those two countries. If you are overseas and have a local contact within Australia, they may be able to assist in forwarding the packages to/from us at your cost.

Your warranty is provided by OzMobiles Pty Ltd.

Please click here to request a return. After your return has been authorised, we will provide a free express return label via email to cover the cost of the return shipping. For a speedier return process, please include as much information as possible, including faults experienced and photos, where applicable.

Please note:

- Return authorisation must be obtained via email prior to sending the product(s) back. Unauthorised returns will not be sent to the correct address and may be lost. OzMobiles takes no responsibility for any lost items if you do not use our provided return label.

- If your device is verified faulty, we may offer a replacement device, a store credit, or a refund, depending on the situation, the age of your order, and your preference. We do not offer repairs, and will need to consider what is "reasonable durability" for your specific purchase. This is at least 12 months from the purchase date for all items purchased from OzMobiles Pty Ltd.

- How long you can expect a particular item to last depends on a number of factors, including the nature of the item, which can include the materials used or composition of the components, whether the item is a new item or a factory second, the price of the item, statements made about the item, either on the packaging or by the supplier or manufacturer, and any other relevant circumstances.

- The device must be sent back unlocked and in its original condition. We cannot approve returns if the device is locked to your account, damaged by the user, or damaged by liquid ingress.

- Our technicians must be able to verify the reported fault with the device. If no fault is verified and 30 days has passed since the original purchase date, the device will be returned to the customer.

- Whilst OzMobiles recognises a consumer's right to choose a third party repairer for any required repairs, OzMobiles will inspect any repairs, and may reject the return if it is deemed to be poor quality.

- OzMobiles is not liable for damage caused during return transit. Please properly secure your device(s) to prevent damage.

- Please ensure your email address is typed correctly on the enquiry form. You will not receive our reply if there is a typo. If you haven't heard from us by the end of the next business day, please check your junk mail filter to see if our reply has been flagged by your email client.

- The warranty is valid within Australia and New Zealand territory. We cannot process overseas warranty claims from outside of those two countries. If you are overseas and have a local contact within Australia, they may be able to assist in forwarding the packages to/from us at your cost.

Do you need to change or cancel your order shortly after placing it? No worries - OzMobiles may be able to cancel your order if you send a cancellation enquiry immediately after purchase.

If you wish to cancel your order, please select "Cancel My Order" in the drop-down menu on this page (click here). Please mention if you would like an instant store credit to quickly make another order. Please note, refunds can take 3-5 business days to appear on your statement.

We do dispatch orders at lightning speed, so it may be too late to cancel. Once it has been prepared for dispatch, we are unable to cancel the order. We can still arrange a postage-paid return if necessary.

Note: Change of mind cancellations for international shipments may be subject to a cancellation fee deduction if we have already paid for your shipping label.

For your peace of mind, OzMobiles is happy to accept change of mind returns on some items within 30 days of purchase.

Please click here to request a return. After your return has been authorised, we will provide a free express return label via email to cover the cost of the return shipping. For a speedier return process, please include as much information as possible, including faults experienced and photos, where applicable.

Please note:

- The change of mind policy is applicable only to mobile phones, tablets, computers and watches. Due to the high cost of shipping and returns processing, OzMobiles is unable to offer change of mind returns for accessory purchases (cases, cables, chargers, power banks, etc.) or items that can have hygiene concerns, such as Airpods, earbuds, headphones, or VR/AR headsets - including Apple Vision Pro.

- Screen protector installation and new battery installation services are non-refundable.

- Express shipping and transit insurance fees are non-refundable.

- Return authorisation must be obtained via email prior to sending the product(s) back. Unauthorised returns will not be sent to the correct address and may be lost. OzMobiles takes no responsibility for any lost items if you do not use our provided return label.

- The device must be sent back unlocked and in its original condition. We cannot approve returns if the device is locked to your account, damaged by the user, or damaged by liquid ingress. New condition items must be unopened and resellable as new.

- A $30 restocking fee will be deducted from 30 day change of mind refunds to partially cover our processing costs. We will waive this restocking fee if you are willing to accept a store credit for a future purchase. An additional $50 may be deducted from the refund if all accessories are not returned in their original condition.

- OzMobiles is not liable for damage caused during return transit. Please properly secure your device(s) to prevent damage.

Refunds can only be made the same way the payment was received. No exceptions. Refunds will be reversed from the original transaction made - we cannot refund to a new card or bank account.

OzMobiles operates and owns "sell.ozmobiles.com.au" for customers to sell their old or unwanted device.

We are only responsible for your device once it reaches our office. Once online tracking shows "Delivered" we will take full responsibility in case of any issues.

There are three ways a customer can get their device to us:

- Drop it off at our office in Melbourne CBD. You must have made a sell order on the site first.

- Self-post method; once you have created an order you may go to any Post office Australia wide and use our free reply paid address to mail your device(s) to us.

Please note that any additional insurance is your responsibility, if your parcel gets lost during transit we will not be held responsible.

- Satchel option. You may select this option if you want to wait for a satchel to arrive. Please note that the satchels do have tracking numbers on them, but there is no insurance.

We do not recommend this option for expensive devices. If you want to have insurance please use the self-post method and pay for insurance at the post office.

- You must ensure that all payment information (PayPal Email Address, Account name, BSB and Account number) are correct. Ozmobiles does not validate the details provided and cannot guarantee the receiving bank validates the details for the payment instruction. Any error in these payment details may result in a loss of funds. To the extent permitted by law, Ozmobiles is not liable for loss arising from any error in instructions given or by an authorised user.

- We will dispose of any iCloud/Samsung/Google locked devices If you do not respond to our email asking to unlock your device within 14 days.

We offer "Accidental Damage Protection" with an additional service fee for customers who have purchased an extended warranty with their device. This offer covers user damage such as cracks, chipped glass and dents which are not normally covered by our standard warranty. Upon approval and payment of the service fee, we will arrange a free express return for an identical replacement device by email. Please see below for service fee pricing details, which are based on the device price you paid on the date of purchase.

Device purchase price under $500 = $109 service fee

Device purchase price from $501-$1,200 = $209 service fee

Device purchase price from $1,201 and higher = $309 service fee

Please contact us to make an Accidental Damage Protection claim. Please attach clear photos of the damage from another device if possible. The service fee invoice we will send you must be paid in full before we can arrange a return.

- Liquid damage and unauthorised third party repairs void our accidental damage protection offer. If you have already paid the service fee and your claim is rejected, we will refund you.

- The returned device must be identifiable via its unique IMEI or serial number, and in repairable condition. We cannot accept returns with missing components, or devices that are unrecognisable.

- Customers are limited to one Accidental Damage Protection claim per device. A second claim cannot be placed on the replacement device. 

- Ownership of the extended warranty and Accidental Damage Protection cannot be transferred between customers. OzMobiles is not liable for lost user data.

- Extended warranties apply to one device per order. Please add additional extended warranties for each device on the order if additional coverage is required.

- Your extended warranty SKU must match the device model on the order. If you have bought an extended warranty for a different model, please get in touch to have it updated. We may have to invoice you if the price is more expensive.

- If you pay the service fee, you are agreeing to receive an identical replacement device if we have stock at the time of assessment, or an OzMobiles store credit for the current price of an identical model if we don't. We cannot provide refunds on user-damaged returns, and cannot guarantee that we have identical stock. We can only offer store credits/model changes if we don't have identical stock available. Store credit values may be lower than your original purchase price, since phone prices drop over time.

- Your accidental damage protection service ends when your 24 month warranty expires.