Return and Warranty Policy

We want you to be completely satisfied with your purchase. Please review the policies below regarding returns and warranty claims.

Returns Period

Change of Mind Returns

  • 30-Day Period: If you change your mind for any reason, we offer a 30-day returns period, starting the day after you receive your order.
  • This applies only to non-faulty, working devices.

Faulty Item Returns

  • 30-Day Period: If your item is faulty upon arrival, a 30-day returns period applies for a refund or replacement.
  • Items that develop a fault outside this period are covered under our Warranty (see Section 3).

Eligibility, Fees, and Returns Process

Eligibility for Full Refund (Change of Mind) To be eligible for a full refund on a 'change of mind' return, the item(s) must meet the following mandatory criteria:

  • The return must be initiated within the 30-day period.
  • The handset(s) must be returned in exactly the same condition as received and must not have been damaged while in your care.
  • All original accessories (including the USB charging cable) must be included.
  • The handset must be returned to us factory reset and wiped of all data, with all security locks removed (e.g., passwords, passcodes, iCloud/Google locks).

Returns Fees and Charges The buyer is responsible for return shipping costs in all instances. Additionally, certain conditions may result in a deduction from your refund or a charge:

Fee Type Amount When It Applies
Return Shipping Costs Varies Paid by the buyer for all returns (Change of Mind).
Missing USB Cable Fee $14.95 Deducted from your refund if the original USB charging cable is not included with the returned handset.
Security Lock Removal Fee $24.95 Charged if the handset is returned with an active security lock (e.g., password, iCloud/Google lock). This prevents testing and delays processing.
Ineligible Return Fee (QC Failed) $29.90 ($14.95 Processing + $14.95 Postage) If your handset is deemed ineligible for a refund (e.g., damaged while in your care or third-party repair detected) and we return the handset back to you.

Returns Process Summary

  1. Request a Returns Number: Please contact us to receive your official returns number and form.
  2. Prepare the Handset: Backup all data, then factory reset and wipe the handset to remove all personal information and security locks.
  3. Complete Documentation: Fill out the returns form completely and include it with your handset.
  4. Package and Ship: Carefully package the item, including all accessories. Send it via a secure, tracked, and insured service to the address provided on the returns form. The item remains your responsibility until safely received at our warehouse.

Warranty Policy

What is Covered? Our warranty covers the cost of parts and labour to repair or replace your purchase if it fails to operate under normal use due to defects in parts or workmanship.

  • The replacement will be a like-for-like model or an agreed alternative.

What is Not Covered? Our warranty is not an insurance policy. It will be voided if a fault is deemed to be the result of:

  • Misuse, abuse, negligence, or an accident (accidental, deliberate, or water damage).
  • Normal wear and tear or ageing of the equipment, including battery deterioration.
  • Any disassembly, repair, alteration, or modifications carried out by anyone other than Mobile Guru.
  • Water damage (even for devices rated as waterproof/water resistant when new, as seals degrade over time).
  • Any attempt at a third-party repair will immediately invalidate the warranty and returns period.
Warranty Claim Process
  • Report the Fault: All faults must be reported to us immediately upon discovery.
  • Remove Locks/Data: Handsets must be returned without any security measures (passwords, passcodes) in place and with all SIM/memory cards removed. We do not cover any form of data loss.
  • No Fault Found: If we deem a warranty return to be fully working after testing, the handset will be returned to you subject to a $14.95 processing fee and a $14.95 return postage fee.