Return Guarantee & Refund Policy

30-Day Return Guarantee

We stand behind every phone we sell. All handsets are covered by our 30-day return guarantee from the date of purchase. If you experience any issue with your device within this period, contact us and we will do our best to help.

To be eligible for a return, the device must be returned within 30 days of the purchase date, accompanied by proof of purchase (receipt or order confirmation), and free from physical damage caused after purchase. All returns require an approved RMA. Refunds, store credits or exchanges are issued once the returned item has been received and assessed by MyMobile. Refunds are processed using the same payment method as the original order.

Unopened Box Return

• Item has not been opened or used in any way
• Return the complete sales package (including all accessories) at your own expense within 14 days
• Refund or store credit to the value of the item's purchase price, less any shipping fees
• If the original order had free shipping, a $40 shipping fee applies
• Submit an Unopened Box Return RMA with a photo clearly showing the condition of the item

Opened Box Return

• Item has been opened and/or used but is in "as new" condition (no visible marks, scratches or signs of damage)
• Return the complete sales package (including all accessories) at your own expense within 30 days
• Refund or store credit to the value of the item's purchase price, less any shipping fees and a 15% restocking fee (the device is now classed as used)
• If the original order had free shipping or a shipping discount, a $40 shipping fee applies
• Submit an Opened Box Return RMA with a photo clearly showing the condition of the item

Incorrect Item Supplied

• Item supplied is significantly different from the item ordered (wrong model, colour, size, or incorrectly advertised specifications)
• Notify us by email within 48 hours of receiving the item
• We will provide a return postage label
• Once received, you'll get a full refund (including shipping fees) or the correct item if available
• Submit an Incorrect Item Return RMA with a photo of the item

Order Cancellations

Please choose carefully. If you cancel an order after payment has been confirmed, the payment processing fee is non-refundable: 1.4% for Australian cards and 2.8% for overseas cards and American Express.

Network Blocking — Important Notice

Mobile phones can be remotely blocked or blacklisted by network operators. This is done entirely by the carriers and/or relevant authorities, is outside our control, and we receive no advance notice when a device is blocked. For this reason we cannot guarantee that any handset will remain unblocked after the point of sale. Network blocking is not a fault of the device and is not covered by our return guarantee or warranty. Before purchasing, please check which network frequencies your telco uses in your area to make sure your chosen device is suitable, or contact us for advice.

What Is Not Covered

• Devices blocked or blacklisted by a network operator or government authority
• Physical, liquid or accidental damage caused after purchase
• Issues arising from unauthorised modifications or software changes
• Returns requested after the 30-day guarantee period

Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to repair or replacement if goods fail to be of acceptable quality. For warranty claims, see our Warranty Policy page.

Questions?

My Mobile Group Pty Ltd (ABN 18 114 929 574) — 69 Adelaide St, Brisbane City QLD 4000 — (07) 3012 7977 — sales@mymobile.com.au