⚠ 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.
*Warranty period varies by device grade and is shown on the product page at purchase. Your order confirmation (email or text) shows your purchase date. To know your warranty expiry date, add the warranty period (shown on the product page) to your purchase date. We may change periods for new purchases; the period at time of purchase applies.
✅ Before you claim warranty
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Have your order number / IMEI ready. (You can find these on the email or text you received at the time of purchase – IMEI can also be found by dialling *#06# on your phone, in Settings > About Phone, or on the original box.)
- Remove your Apple ID or Google account, then factory reset.
- Back up your data – we cannot recover it.
- Take clear photos or a short video of the fault (if possible).
How to remove your account and factory reset – quick guide
For Apple (iCloud):
Go to Settings > [Your Name] > Sign Out. Enter your Apple ID password to turn off Find My iPhone, then choose “Keep a Copy” or “Sign Out”. After signing out, go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings.
For Android (Google):
Go to Settings > Accounts > Google > Remove account. Then go to Settings > System > Reset Options > Factory Data Reset. Confirm and reset.
What’s covered
We repair or replace your device for free if it stops working due to a defect in parts or workmanship (not caused by you), within the warranty period stated on your product page.
What’s not covered
- Accidental damage (drops, cracks, impacts)
- Liquid or water damage
- Normal wear and tear, including gradual battery decline
- Any repair, modification, or attempt to open the device by anyone other than Mobile Guru – this immediately voids the warranty.
- Cosmetic issues already disclosed in the listing
How to claim your warranty – step by step
Step 1: Contact us
Email hello@mobileguru.com.au or call 1300 362 017. Tell us your order number / IMEI and describe the fault. Please reply with 2-3 clear photos or a short video of the fault – this helps us resolve faster.
Step 2: Send photos or video (if not already sent)
We may ask for additional photos or a short video. This helps us speed up diagnosis.
Step 3: Remove your account and prepare the device
Follow the guide above to sign out of your Apple ID / Google account, then factory reset. Remove all passcodes and SIM cards.
Important: Back up your data first. We cannot recover it.
Step 4: Pack and send the device
Use the original box or bubble wrap in a sturdy outer box. Include a note with your order number.
We will email you a free prepaid return label (Australia only). Keep your tracking receipt.
Step 5: We assess and resolve
We inspect your device. We will first attempt to repair it. If repair is not possible, we will replace it with a like-for-like device (or the best available option of similar grade and condition). If replacement is also not available, we will issue a full refund.
Step 6: We send the device back to you (or process refund)
Once the repair, replacement, or refund is approved, we will complete the process. For repairs or replacements, we will ship the device back to you using free express shipping (Australia only) and email you a tracking number. For refunds, we will send a confirmation email once the refund is processed. Approximate timelines: refunds 3-5 business days after receipt; repairs 5-7 business days total; replacement depends on stock (usually 3-5 business days after approval). Actual time may vary.
⚠ If we test your device and find no fault, a $29.90 fee applies ($14.95 processing + $14.95 return postage). You can arrange an independent assessment. If a fault is confirmed, we waive the fee.
Battery guidance
Battery health is stated at the time of sale. All batteries decline over time – that’s normal and not a warranty fault. But if you see a sudden big drop shortly after purchase, contact us.
Major vs minor faults
Major fault – you choose a full refund or replacement.
Minor fault – we offer a free repair within a reasonable time. If not fixed in time, you can ask for a replacement or refund.
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
