Your rights come first
Purchases from a business can carry Australian Consumer Law guarantees, including for second-hand goods. This draft policy does not exclude those rights. The appropriate remedy depends on the circumstances and the seriousness of the problem.
For a major product failure, a customer can generally choose a refund or replacement. A less serious issue may first be addressed by repair; further remedies may apply if it is not resolved within a reasonable time. Read the ACCC's guidance on remedies.
Tell us what happened
- Keep your order reference or other proof of purchase ready.
- Describe the issue, when you noticed it and any useful troubleshooting already tried.
- Use the verified contact channel published on our support page once available.
Do not send a device to an address that has not been confirmed. Any assessment and return instructions must be consistent with your consumer rights; original packaging is not a blanket condition for a statutory remedy.
Change of mind
A separate change-of-mind policy, including any voluntary window and conditions, has not yet been approved. It will be published before trading. This does not restrict remedies for a product that fails to meet consumer guarantees.
Before handing over a device
Ask the support team for suitable preparation and safe-shipping instructions. Where possible, back up your data and remove personal accounts and removable cards. Never share your device passcode or account password in an initial enquiry.