Returns and refunds

Two very different situations, treated very differently. Be clear which one you’re in.

You’ve changed your mind

The device works exactly as described, but you don’t want it.

You have 14 days from purchase to request a change-of-mind return, and no questions asked.

The conditions:

• Refurbished items only. Brand-new items cannot be returned for change of mind. If you bought a Brand New or Open Box device, this doesn’t apply to you.
• Contact us within 14 days to request the return.
• The item must come back in the same condition it was delivered in, with nothing missing or damaged, including all accessories.
• It must be returned in suitable packaging.
• You pay the return postage.
• The original postage and insurance costs are not refunded.

If those conditions aren’t met, we may refuse the return or charge postage fees. So: pack it properly, and don’t lose the charger.

Refunds go back to your original payment method.

Something is wrong with the device

Different situation entirely, with different rights.

Faulty on arrival (within 14 days): a dead-on-arrival device qualifies for a refund or replacement once the faulty item is returned to us. We may need to assess it first. See Arrived damaged or faulty.

A fault after 14 days: this is a warranty claim, and it’s handled in this order: repair first, at no charge; then exchange if repair isn’t feasible; then a full refund if neither is.

Physical or liquid damage isn’t covered under either.

Your rights either way

Australian Consumer Law gives you consumer guarantees that no store policy can take away.

For a major failure (one where you wouldn’t have bought the item had you known, or where it’s substantially unfit for purpose and can’t be fixed in a reasonable time), the choice of a refund or a replacement is yours, not ours, and it doesn’t have to go through the repair-first sequence above.

A change of mind isn’t a failure of any kind, which is why it’s handled separately.

How to start a return

Contact us before sending anything back, with your order number and the reason.

Please don’t post a device back unannounced. An unexpected parcel is slow to match to an order, which delays your refund.

Before you send it back

Wipe your data, or at least sign out of your accounts. Once the device leaves you, you’ve lost control of what’s on it. See Data wiping and destruction.

Sign out of your Microsoft account and remove the device from your account at account.microsoft.com, otherwise it stays linked to you.