Warranty Policy
We've Got You Covered
Warranty
This warranty is given by: My Mobile Group Pty Ltd (ABN 18 114 929 574) 69 Adelaide Street, Brisbane QLD 4000 Phone: 07 3012 7977 Email: sales@mymobile.com.au
Last updated: 01/07/2026
At MyMobile we've been supplying mobile technology to Australians since 2003. Every device we sell comes with a warranty included in the purchase price, on top of the rights you already have by law. This page sets out what that covers, how to make a claim, and what it doesn't cover.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The warranty set out below is given in addition to those rights. Nothing on this page excludes, restricts or modifies any consumer guarantee, right or remedy available to you under the Australian Consumer Law that cannot lawfully be excluded.
What is covered, and for how long
This warranty covers defects in materials and workmanship, from the date the device is first received by the original purchaser. It applies Australia-wide.
| Device type | Warranty period |
|---|---|
| Imported ("Global Version") devices | 12 months |
| Second-hand devices | 6 months |
| Accessories and consumable parts | 12 months |
Where a device is repaired under this warranty, the repaired part is covered for the remainder of the original warranty period, or sixty (30) days from the date of repair, whichever is longer.
Batteries, displays and camera lenses are covered against manufacturing defects, but not against normal wear and deterioration in performance over time.
This warranty is given to the first end-user and is not transferable on resale. This does not affect any rights a subsequent owner may have under the Australian Consumer Law.
Network Compatibility and Carrier Acceptance (Imported Devices)
Please read this before purchasing an imported handset.
What "imported" means. Most handsets we sell are sourced internationally rather than through an Australian manufacturer channel. They are new, genuine and built for the same network frequencies used in Australia.
Why some carriers restrict them. Australian carriers may require the manufacturer to certify a device's IMEI as compliant with the Emergency Call Service Determination. Some overseas manufacturers do not complete that certification for the Australian market, which is comparatively small. Where certification has not been provided, a carrier may decline to register the handset on its network.
Current position, as at 01/07/2026
- Vodafone and TPG (including iiNet, Internode, Lebara, Kogan and Felix) actively restrict handsets that are not on their approved list.
- Telstra (including Boost, ALDI Mobile and Belong) and Optus (including Coles Mobile, amaysim and OnePass) generally accept imported handsets.
Carrier acceptance is decided by each carrier, can change without notice, and is outside our control. We cannot guarantee how any carrier will treat a device in the future, and we do not make representations about future carrier behaviour.
What we will do if your handset is restricted. If, within 30 days of delivery, your handset cannot be registered or used on your carrier's network because of a restriction of this kind, contact us. We will exchange the handset for a compatible model, or refund it in full, at your election. The handset must be returned in the condition supplied, with all accessories. We cover return postage within Australia.
We strongly recommend confirming compatibility with your intended carrier before purchase. Contact us with the model you're considering and we'll provide the device TAC so you can check it directly with your carrier.
Pre-dispatch handling and region unlocking
Some manufacturers restrict imported handsets by region. Depending on the model, a device may need to be opened, powered on and activated before dispatch — for region unlocking, network compatibility checks, — so that calls, mobile data and 5G function correctly on Australian networks.
Where this applies, the device is supplied new and unused, but the retail packaging will resealed. This is stated on the relevant product listing.
Because activation may occur before dispatch, a manufacturer's records may show an activation date earlier than your order or delivery date. This reflects pre-dispatch handling only and does not indicate prior sale, prior ownership or prior use.
If you have any concern about the condition or history of a device you have received, contact us and we will explain the handling that unit received.
Making a claim
- Contact us on 07 3012 7977 or sales@mymobile.com.au with your order number and a description of the fault.
- We'll issue an RMA code. Return the device, or the affected part, to the address we nominate. Do not send anything without an RMA code.
- Back up your data first. Repair or replacement may erase the contents of the device. We are not responsible for data loss.
- Turn off Find My iPhone, Google FRP or any equivalent device lock before sending. We cannot service a locked device.
We cover return postage within Australia and New Zealand for items sent to us for warranty repair or replacement.
Timeframes. We assess devices within 5 days of receipt, usually sooner. We aim to complete repairs within 30 working days, or such shorter period as constitutes a reasonable time under the Australian Consumer Law. Most repairs are done inside a week. If we cannot repair a device, we will replace it.
Replacements. We will supply the same make and model where possible. If that isn't available, we may supply a functionally equivalent model, or a similar product up to the same value based on our last retail price before the replacement. Replacements are not redeemable for cash. The balance of the original warranty period transfers to the replacement; it does not restart.
We do not accept liability for shipping costs to or from locations outside Australia and New Zealand, for loss or damage in transit on items sent to us, or for tax or duty on international shipments.
Exclusions from Warranty Coverage
The exclusions in this section apply to this voluntary warranty only. Nothing in this warranty excludes, restricts or modifies any consumer guarantee, right or remedy that applies to you under the Australian Consumer Law and that cannot lawfully be excluded.
This warranty does not cover:
Physical and liquid damage. Drops, impact, crushing, bending, punctures, or exposure to liquid beyond the device's stated ingress rating. Ingress ratings are tested when new and are not a guarantee against liquid damage over the life of the device.
Unauthorised repair or modification. Work carried out by anyone other than MyMobile or a repairer we nominate, including opening the device, replacing parts, unlocking the bootloader, rooting, or flashing non-manufacturer firmware.
SIM and accessory damage. Damage caused by a cut, trimmed or non-standard SIM card, or by a charger, cable or accessory that is not compatible with the device — where that damage is actually caused by the item used. We will not decline a claim on this basis unless the item used caused the fault.
Normal wear. Scratches, scuffs, fading, and gradual reduction in battery capacity with ordinary use.
Screen pixels. Manufacturers permit a small number of dead or stuck pixels within normal production tolerance for LCD, OLED and AMOLED panels. As a general guide, we will repair or replace a device showing more than three (3) dead pixels. Devices showing fewer will be assessed individually, having regard to the size, position and visibility of the affected pixels and to your rights under the Australian Consumer Law. We may ask for clear photographs or video as part of a claim.
Software performance. To the extent permitted by law, we do not warrant that manufacturer software will meet your particular requirements, work in combination with any third-party hardware or software, or operate uninterrupted or error-free.
Carrier restriction outside the 60-day window. Carrier acceptance is not a defect in the device. Restriction by a carrier after the 60-day period described above is not covered by this voluntary warranty. Your rights under the Australian Consumer Law are unaffected.
Questions
Call us on 07 3012 7977, email sales@mymobile.com.au, or come into the store at 69 Adelaide Street, Brisbane.
Monday to Friday 10:00am – 6:00pm · Saturday 10:00am – 4:00pm · Sunday 11:00am – 3:00pm