Return & Refund Policy

⚠ Important – Before you send any device to us

You are responsible for removing all personal data, photos, contacts, and files from your device before sending it. If you send your device without backing up or removing your personal data, we cannot guarantee its recovery, and any loss of data is at your own risk.

You must also remove your Apple ID or Google account and factory reset the device. A factory reset alone does NOT remove iCloud Activation Lock or Android FRP. If your device arrives locked, we will pause your return/warranty claim and notify you. You have 5 business days to remove the lock remotely. If we do not receive confirmation within this time, we will return the device to you, and a $14.95 + postage fee will apply. No refund, repair, or replacement will be processed until the lock is removed.

Repair notice: Repair of goods that can store user data may result in loss of the data. You should back up your data before sending your device to us.

Faulty vs Change of mind – which one applies?

Faulty device Change of mind
Return shipping Free (we pay) – Australia only Free (we pay) – Australia only
Restocking fee None Yes – $50 or $80 for opened sealed boxes
Missing USB cable fee None $14.95 deducted
Account lock fee $14.95 + postage $14.95 + postage

✅ Restocking fees only apply to change of mind returns. No restocking fee for faulty devices.

Change of mind returns – 30 days

Changed your mind? You have 30 days from the day you receive the device to return it for a refund (subject to conditions). Conditions:

  • Contact us within 30 days of receiving it.
  • Device returned in exactly the same condition – no new scratches, cracks, or marks; screen and body intact; all buttons and ports undamaged; no liquid exposure; no third-party repair after purchase.
  • All original accessories included (USB cable, etc.).
  • Your Apple ID or Google account removed and device factory reset.

Return shipping is free – we email a prepaid Australia Post label (Australia only).

Faulty device – 30 days

Faulty on arrival? Contact us within 30 days for a full refund or replacement. After 30 days, warranty applies. We cover all return costs for faulty items (Australia only).

⚠ Accessories – what to send and what not to send

  • You MUST return the original USB cable that came with your device. If it is missing, a $14.95 deduction applies.
  • Do NOT send any extra/personal accessories such as cases, screen protectors, chargers, power banks, earphones, or other items that were not originally included with your device. We are not responsible for loss or damage to these items.
  • Accessories purchased separately (not part of the original device order) are non-returnable and non-refundable unless faulty.
  • If you received a promotional accessory for free (e.g., a case or charger as part of a bundle), you must return it with the device to receive a full refund. If it is not returned, its retail value will be deducted from your refund.

Return fees (change of mind only)

💰 Fees at a glance

  • Missing USB cable → $14.95 deducted
  • Account still locked → $14.95 + return postage
  • New damage on return → actual value loss deducted (we tell you first)
  • QC failed (third-party repair) → $29.90

Sealed / Brand New returns (change of mind only)

Once a sealed box is opened, it cannot be resold as Brand New. The following restocking fees apply only for change of mind returns:

Condition on return Restocking fee Outcome
Sealed and unopened None Full refund.
Opened – unused, no damage $50 Refund minus $50. Device regraded to Premium.
Opened – shows signs of use * $80 Refund minus $80. Regraded on assessment.

* If the returned device has new cosmetic damage (scratches, dents, etc.), an extra deduction applies on top of the restocking fee. We’ll tell you the amount first.

These fees apply only to change of mind returns – faulty devices have no restocking fee.

IMEI validation

⚠ Important: All returns are checked against the IMEI of the device we sent. Returns with a mismatched IMEI will not be accepted. We will reject any device where the IMEI does not match our shipping record. Please double-check the IMEI before sending.

📦 Before you return – saves time & fees

  • ✔ Removed Apple ID / Google account? (Factory reset alone is not enough)
  • ✔ Included the original USB cable? (Only the one that came with the device)
  • ✔ Packed securely (bubble wrap or original box)?
  • ✔ No new scratches, cracks, or liquid damage?
  • ✔ Order number / IMEI and request type written inside the box?
  • ✔ Removed all extra/personal accessories? (Cases, chargers, screen protectors, etc.)

How to return – step by step (5 steps)

Step 1: Contact us

Email hello@mobileguru.com.au or call 1300 362 017. Give your order number / IMEI and reason. If possible, attach 2-3 clear photos or a short video of the fault to speed up your return.

Step 2: Send photos (if not already sent)

For faulty items, we may ask for additional photos or a short video.

Step 3: Remove your account and factory reset

Follow the guide in the Warranty Policy to sign out of Apple ID / Google account, then factory reset. Do NOT reset before signing out.

Step 4: Pack securely

Original box or bubble wrap in a sturdy outer box. Inside the box, include a note with: [Order Number] [Request Type: Refund/Repair/Replacement] [Fault Description]. Do NOT include extra/personal accessories – only the device and its original USB cable.

Step 5: Send using our free label

We email a prepaid Australia Post return label (Australia only). Affix the label, drop off at any Australia Post outlet. Keep your tracking receipt.

⚠ A factory reset alone does NOT remove iCloud Activation Lock or Android FRP. You have 5 business days to remove the lock before we send it back. Locked devices incur a $14.95 + postage fee.

What happens next? (Timeframes)

Request What we do Timeframe
Refund Verify device, process refund to original payment method 3–5 business days after receipt
Repair Inspect, confirm next steps within 2 business days 5–7 business days total
Replacement Dispatch once matching stock confirmed 3–5 business days after approval

🚫 Common reasons for delays (and how to avoid them)

  • Account still locked → fee + delay. Remove it before sending.
  • Missing USB cable → $14.95 deducted.
  • New damage (scratches, cracks) → value deduction.
  • Wrong IMEI → return rejected. Check before shipping.
  • Poor packaging → damage during transit is your responsibility.
  • Sending extra/personal accessories → we are not responsible for loss or damage.

Contact us

📧 hello@mobileguru.com.au | 📞 1300 362 017 | 🌐 www.mobileguru.com.au

Melbourne, VIC (address on website) | ABN: 23 632 409 815 | Dealer Licence: SHD-0016601

Mobile Guru Pty Ltd | “Mobile Guru” is a registered trademark of Mobile Guru Pty Ltd.

Your Australian Consumer Law rights always apply and are not limited by this policy. These rights last for a reasonable time depending on the nature of the device and the price paid, and can be longer than any express warranty provided by us. Nothing in this policy limits or excludes your rights under the Competition and Consumer Act 2010 (Cth).

Mobile Guru Pty Ltd | 100% Australian owned | mobileguru.com.au | April 2026