Returns and refunds

There are two very different situations here, and they’re handled quite differently, so it’s worth working out which one you’re in. If you’re not sure, just ask us and we’ll help you figure it out.

You’ve changed your mind

The device works exactly as described, but it isn’t what you want after all. That happens, and it’s fine.

You have 14 days from purchase to request a change-of-mind return, and no questions asked.

A few conditions apply:

• Refurbished items only. Brand-new items cannot be returned for change of mind. If you bought a Brand New or Open Box device, this doesn’t apply to you.
• Please contact us within 14 days to request the return.
• The item needs to come back in the same condition it was delivered in, with nothing missing or damaged, including all accessories.
• It needs to be returned in suitable packaging.
• You pay the return postage.
• The original postage and insurance costs are not refunded.

If those conditions aren’t met, we may have to refuse the return or charge postage fees, so it’s worth packing it carefully and keeping the charger with it.

Refunds go back to your original payment method.

Something is wrong with the device

This is a different situation entirely, and you have different rights.

Faulty on arrival (within 14 days): a dead-on-arrival device qualifies for a refund or replacement once the faulty item is returned to us. We may need to assess it first. See Arrived damaged or faulty.

A fault after 14 days: this is a warranty claim, and it’s handled in this order: repair first, at no charge; then exchange if a repair isn’t feasible; then a full refund if neither is.

Physical or liquid damage isn’t covered under either.

Your rights either way

Australian Consumer Law gives you consumer guarantees that no store policy can take away.

For a major failure (one where you wouldn’t have bought the item had you known, or where it’s substantially unfit for purpose and can’t be fixed in a reasonable time), the choice of a refund or a replacement is yours, not ours, and it doesn’t have to go through the repair-first sequence above.

A change of mind isn’t a failure of any kind, which is why it’s handled separately.

How to start a return

Please contact us before sending anything back, with your order number and the reason. We’ll talk you through it from there.

It’s best not to post a device back unannounced, simply because an unexpected parcel takes us longer to match to an order, and that holds up your refund.

Before you send it back

Wipe your data, or at the very least sign out of your accounts. Once the device leaves you, you no longer have control over what’s on it, and we’d rather you were never in that position. See Data wiping and destruction.

It’s also worth signing out of your Microsoft account and removing the device from your account at account.microsoft.com, otherwise it stays linked to you.