We are online 9am - Midnight AEST, Monday to Friday, 10am - 6pm Saturday and 2pm - 10pm Sunday.
Order or ask a question at any time and we'll respond during those hours. Outside of these hours, please contact us through the live chat or help centre and we'll respond by email. We're also available on contactus@buymobile.com.au.
Our email address is contactus@buymobile.com.au
Send us an email, or scroll down and click the button below to send an enquiry via a form. Better yet, you can speak with us in real time by clicking the chat button on the lower right of the screen.
Our postal address is PO Box 163, Granville, NSW 2142. It's not a customer-facing location though so you can't pick up or return goods there. Please be sure to select a suitable delivery address, or follow the instructions on how to get your device to a registered service centre. For more information or to raise a contact form visit our contact page.
All transactions processed through the website are processed in Australian Dollars (AUD) and the Buy Mobile secure check-out system offers a variety of payment methods.
Other currencies are shown for reference purposes only and payments made in these currencies do not include any international conversion fees that may be applied by your bank. Please note that your bank may also charge a different exchange rate to that displayed on the site.
Credit card
We accept all major credit card payments using eWay's fully encrypted and secure gateway. Details are not saved or stored on our servers, ensuring the highest levels of compliance and data protection.
Zip
Buy Mobile offers you the chance to buy now and pay later with zipPay and zipMoney. Get 6 months interest free* by chossing Zip as your payment method at the checkout. BuyMobile - Zip payments for more details.
Klarna
Buy now pay later with Klarna, offering you more flexible payment options at the comfort of your home, on your pc and from the secure Klarna app.
PayPal
Purchase with the safety and security of PayPal on BuyMobile. Simply proceed to the checkout and select PayPal as your payment method. You will then be redirected to PayPal's site to complete your payment and order.
Bank Transfer
Buy Mobile offers direct deposit bank transfer on orders over $2000. If you would like to place a large order and pay by bank transfer, please contact our support team on chat or via contactus@buymobile.com.au. We will provide you with payment details to transfer your payment to us. Please take special care to use your order number as the payment reference so that we can quickly process your order
Buy Mobile sells brand new, original, unlocked, top quality devices, sourced from Australia and around the world.
Network Compatibility
Our devices are unlocked and will accept a SIM card from any network, however may not support all bands offered by that provider. If you are unsure please don't hesitate to contact us for more information.
Local Stock
All local stock comes with a 12 month manufacturer’s warranty, which can be serviced at any authorised repair centre in your area. These items are detailed as local stock in the respective product listing.
International Stock
Unless otherwise stated within the product description, the majority of devices are sourced internationally as we get newer, better versions at more attractive prices for you. International stock is sourced from a variety of locations, dependent on availability, price and quality. As all stock ultimately comes from the same factories, in reality the only difference between phones sourced from Australia and overseas is in the charger, which may have a different plug.
Chargers
To combat this we include an adaptor and, wherever possible, a local charger, to ensure you will never go short with your battery. International stock handsets come with a local warranty serviced by our warranty partner.
Branding
Every effort is made to ensure that your new device is free from carrier software and branding, but this may not be possible for a small number of models.
Manual
Also, please be aware that some manuals and software may arrive in a non-English language, however we provide English versions in the specifications section of the product listing. Should you have difficulty tracking it down, please contact us and we will email you the digital version.
Software
You may also find that there is a variation between the pre-installed software of an Australian and International version of the same device. In most cases the amount of 'bloatware' is lower in international stock, however some features advertised on the local manufacturer's website may not be present in our devices.
Buy Mobile takes privacy and security extremely seriously. This industry receives constant attention from those trying to order products with other people's credit cards without their permission, so as a result all orders must proceed through a stringent verifications process before shipment. This may involve a phone call from one of our friendly verification staff or the confirmation of a fully refundable, random nominal charge to your credit card by email.
Your order will not be processed until the verification is complete, however we will ensure that you are kept up to date throughout and please feel free to contact us at any time regarding your order progress. Buy Mobile reserves the right to cancel an order at any time. An order is not considered to be a contract of sale until the item has shipped and a tracking number provided. Invoices are valid at the time of issue but final details are subject to change at any time at Buy Mobile's sole discretion.
Below are the shipping methods that we offer;
No matter where the phone is sourced, Buy Mobile makes all attempts to keep you regularly informed of when you can expect delivery.
For all instances a tracking number and a link to the courier's website will be provided. This is emailed to you through our fulfilment system, normally on the evening of the day of shipment for metro areas and the following morning for regional or orders received late in the day.
We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.
All devices come with our 12 month warranty, which is included in the standard purchase price.
A third party independent operator provides the SIM card and cellular and/or other network or system on which the handset operates. BuyMobile will not accept responsibility under this warranty for the operation, availability, coverage, services or range of the cellular or other network or system.
Before the item can be repaired or replaced, the operator may need to unlock any SIM-lock or other lock that may have been added to item by a specific network or operator. Accordingly, BuyMobile does not accept responsibility for any delay in warranty repairs where the delay is caused by the operator’s failure to unlock any SIM or other lock. Please remember to make back-up copies or keep written records of all important content and data stored in your item, as content and data may be lost during repair or replacement.
If testing analysis reports that Samsung Knox is Triggered or SuperSU is installed on the device, then ALL warranty cover is voided. This includes both software and hardware, as once custom kernels are flashed, or a device rooted the code gets rewritten, in line with rulings made by the manufacturer's this constitutes hardware damage.
BuyMobile, to the extent permitted by applicable law, shall not under any circumstances be liable, either expressly or impliedly, for any damages or losses of any kind whatsoever resulting from loss of, damage to, or corruption of, content or data during repair or replacement of the item. All parts of the item or other equipment replaced by BuyMobile is the property of BuyMobile.
BuyMobile and its authorised service companies reserve the right to charge an assessment and handling fee where the returned item is not covered by the terms and conditions of the Limited Warranty.
Claims for warranty that are found to fall outside of the terms and conditions of the warranty will attract an inspection fee that is payable to the repair centre prior to the customer's item being returned to the customer. Failure to make this payment within 7 days of invoice will result in cost recovery being sought by the disposal of the item and other by other methods at the discretion of the warranty provider.
When repairing or replacing the item, BuyMobile may use products or parts that are new, equivalent to new, or re-conditioned. Your item may contain country specific elements, including software. If the item has been re-exported from its original destination country to another country it may contain country specific elements that are not considered defective under this Limited Warranty. BuyMobile will not be liable for repair or replacement where the item fails to meet performance or hardware expectations due to the build, quality or design of the device by the original manufacturer, unless the item is deemed faulty by BuyMobile or our authorised repair agent.
This Limited Warranty is in addition to, and does not affect your legal (statutory) rights under applicable national laws relating to the sale of consumer products. BuyMobile provides this Limited Warranty to BuyMobile products.
Without limiting your other rights under this Limited Warranty, if a product you have purchased off Buy Mobile fails to comply under any national laws relating to the sale of consumer products, then you can request that we remedy that failure and we may, choose to:
1. Repair or replace the product; or
2. if it is not reasonable for us to repair the product, refund you the purchase price
During the Warranty Period, BuyMobile (or a BuyMobile-authorised service company) may remedy defects in materials, design and workmanship, free of charge and within a time frame they consider reasonable. BuyMobile may also, at its sole discretion, deem it necessary to replace the item in accordance with the Limited Warranty.
This Limited Warranty is only valid and enforceable in the country where you have purchased the item, provided that it is intended for sale in that country.
In some cases a single issue may be complex or have unintended repeat or ongoing issues. If a repaired item experiences the same issue or a related issue as the original issue, BuyMobile reserves the right to perform further corrective repairs, configuration or software changes to correct the issue.
This Limited Warranty utilises specific repair centres in Australia and New Zealand. After a customer lodges a warranty claim through our website, our warranty team will advise further instruction including the return address. It is the customer’s responsibility to use a suitable shipping method (preferably with tracking). Customers sending item(s) internationally need to inquire about and adhere to their local customs and courier service advice about declarations. Return postage to international (non Australian addresses) will be at the customers expense. We do not accept responsibility for any loss or damages that may occur during the transit of sent items or any tax related fees for incoming or outgoing international shipments.
14 days free return policy is applicable on all orders except if you ‘change your mind’. An admin fee of $49 applies.
You can claim a full refund or exchange of the item value (excluding shipping fees) on unshipped, unused and unopened items. The item must be sent back to our nominated address accompanied by a BuyMobile-issued RMA code. To learn more about this and all our return and exchange options please read below.
Returns Policy
BuyMobile are committed to customer satisfaction. We provide a comprehensive returns policy, replacement and exchange policy.
1. Free Return Policy
Included with every order is a 14 day, free returns policy. You can claim a full refund or exchange of the item value (excluding shipping fees) on unshipped, unused and unopened items. The item must be sent back to our nominated address accompanied by a BuyMobile-issued RMA code. To learn more about this and all our return and exchange options please read below.
2. Returns
All returns and exchanges are performed at the sole discretion of BuyMobile and its nominated representatives. The decision on individual cases is at the discretion of BuyMobile and its nominated representatives and is final.
• Handsets returned to BuyMobile without an RMA code will be refused delivery by BuyMobile's representatives and the sender will be responsible for all return postage.
• If the product is damaged upon receipt, BuyMobile will be unable to accept the goods and they will be returned to you.
3. Return or Exchange Prior to Shipping
A full refund is available at any time prior to shipping. This includes pre ordered items. It may also be possible to exchange your item prior to shipping from the BuyMobile warehouse. Please use our contact us to send an email form. If the item has already been shipped at the time that your form submission is processed by BuyMobile representatives, the case will be treated as an 'unopened box' return. Please see terms and conditions for this return type below.
4. Return or Exchange for DOA (Dead on Arrival) Items
• Your item maybe eligible for DOA exchange if it develops a software or hardware malfunction that causes the phone to become inoperable and is covered under the warranty terms and conditions.
• Please note that instances of physical damage, liquid ingress damage and other causes excluded from the warranty terms and conditions not covered by this return or exchange policy.
• DOA exchange is only available within 48 hours of receipt of the handset. In order to make a DOA exchange claim you are required to log an issue report through the contact form within the 48 hour period
• Failure to complete and submit a DOA exchange form within the 48 hour period will result in your handset being processed through the regular warranty process. You can return the handset to Buy Mobile once a valid RMA code has been issued. One of our technicians will assess the handset, after which a replacement be sent of the item will be returned to you if no fault was found or the issue was corrected upon inspection..
5. Return or Exchange within 14 Days - Unopened Box (Free Return Policy)
• You may exchange your item for refund, minus the shipping charges, for up to fourteen days from receiving your item.
• Any variation where the received item varies from the described specifications on the website must be raised with BuyMobile within 48 hours of receipt. Failure to do so will void any return or refund claim on that basis.
• You are required to obtain an RMA code from the BuyMobile Care Team before returning the item. Refunds will not be processed until the item has been received and inspected by a BuyMobile representative.
• Shipping back to the nominated BuyMobile address is the responsibility of the customer and transfer of ownership does not occur until the item has been received, inspected and the refund offer accepted.
• The item must be received within 14 days of BuyMobile or its representatives issuing the RMA code to you. The item will not qualify for an unopened box exchange or refund if the seal has been broken or tampered with in any way.
• If the product is damaged upon receipt, we will unable to accept the goods and they will be returned to you.
6. Return or Exchange within 14 Days - Opened Box
You may return or exchange items that are less than 14 days old for a partial refund of the item value.
The items must be in good condition (condition to be determined at the sole discretion of BuyMobile) and the exchange will incur a minimum $35 restocking fee per item, and excludes any shipping costs.
You are required to obtain an RMA code from the BuyMobile Care Team prior to sending the item.
Refund and exchange values will be processed and credited once the item has been received and assessed by a BuyMobile representative.
All open box items are assessed based on the following guidelines. Please note that the values described are offered as a minimum diminished value and will be affected by the condition of the item and its packaging:
The value of the item is assessed as being the complete value with the following values subtracted if they have occurred:
• A $35 restocking fee is subtracted from the purchase value in all cases
The original shipping costs are not included in the purchase value of the item and are not refundable
• 5% of the value is deducted if the manufacturers screen guard has been removed. This is a plastic film that is adhered to the screen for shipping damage protection
• 10% of the value is deducted if the battery or accessories have been opened and removed from the individual original packaging and ties
• 10% of the value is deducted if internal dunnage has been damaged
• 25% of the value is deducted if internal dunnage has been removed from the item packaging or heavily damaged
• 10% of the value is deducted if the retail box has been lightly damaged
• 25% of the value is deducted if the retail box has been heavily damaged or torn
• 25% of the value is deducted if an original accessory, CD, manual or any other item included with the original purchased goods is missing
• 50% of the value is deducted if the retail box and dunnage is not returned with the handset.
The condition of all electronic items will be assessed as follows:
• Light usage: minor scratches usually not visible unless in direct light – 15% shall be deducted
• Mild usage: visible scratches and surface abrasion from normal use – 30% shall be deducted
• Heavy usage: physical damage to the overall housing exceeding normal wear and tear – 50% shall be deducted
• Housing is broken from physical damage – refund/exchange rejected
• One or more of the phone's functions not working (e.g., camera, LCD screen) – refund/exchange rejected
• Item has failed and not warranted (under this Agreement or any applicable national laws relating to the sale of consumer products) – refund/exchange rejected
All of the above deductions are cumulative and the assessed value will be provided to you in writing for your acceptance prior to a refund or credit being issued.
7. Return or Exchange - After 14 Days
• It may still be possible to return items once they have been used or are older than 14 days.
• Your refund value will be determined by a market appraisal of the item. BuyMobile reserves the right to assess the condition and age of returned products prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
• Shipping charges are not refundable. A minimum processing fee of $35 will apply to all assessments.
8. General Conditions for Return or Exchange
If the assessed value offered by BuyMobile or its elected representatives is not accepted by the customer the customer is responsible for the costs of return of goods by an insured courier nominated by BuyMobile or its representatives.
Failure to pay the assessment fee and shipping costs will result in the item being surrendered to BuyMobile or its representatives for disposal and cost recovery.
You are required to obtain an RMA code from the BuyMobile Care Team prior to sending the item. A refund will only be processed once the item arrives at our store and this policy is available at the sole discretion of BuyMobile.
In all cases, receipt of the handset is considered to have occurred upon signing acceptance of the parcel from BuyMobile's nominated courier.
It is the customer's responsibility to ship items back to the nominated returns location with a secure method, we are not liable for any items lost in transit. Customers who are shipping items are encouraged to use a trackable and insured shipping method.
Customers sending item(s) internationally need to inquire about and adhere to their local customs and courier service advice about declarations. We are not liable for any shipping costs for change of mind returns. We do not accept responsibility for any loss or damages that may occur during the transit of sent items or any customs or tax related fees for international shipments.
This privacy policy has been compiled to better serve those who are concerned with how their 'Personally identifiable information' (PII) is being used online. PII, as used in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.
What personal information do we collect from the people that visit our blog, website or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.
When do we collect information?
We collect information from you when you register on our site, place an order or enter information on our site.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
• To allow us to better service you in responding to your customer service requests.
• To quickly process your transactions.
• To send periodic emails regarding your order or other products and services.
How do we protect visitor information?
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.
We use regular Malware Scanning.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.
All transactions are processed through a gateway provider and are not stored or processed on our servers.
Do we use 'cookies'?
Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.
We use cookies to:
• Help remember and process the items in the shopping cart.
• Understand and save user's preferences for future visits.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.
If you disable cookies off, some features will be disabled It won't affect the users experience that make your site experience more efficient and some of our services will not function properly.
However, you can still place orders .
Third Party Disclosure
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information.
Third party links
We do not include or offer third party products or services on our website.
Google's advertising requirements can be summed up by Google's Advertising Principles. They are put in place to provide a positive experience for users. https://support.google.com/adwordspolicy/answer/1316548?hl=en
We have not enabled Google AdSense on our site but we may do so in the future.
California Online Privacy Protection Act
CalOPPA is the first state law in the nation to require commercial websites and online services to post a privacy policy. The law's reach stretches well beyond California to require a person or company in the United States (and conceivably the world) that operates websites collecting personally identifiable information from California consumers to post a conspicuous privacy policy on its website stating exactly the information being collected and those individuals with whom it is being shared, and to comply with this policy. - See more at: http://consumercal.org/california-online-privacy-protection-act-caloppa/#sthash.0FdRbT51.dpuf
According to CalOPPA we agree to the following:
Users can visit our site anonymously
Once this privacy policy is created, we will add a link to it on our home page, or as a minimum on the first significant page after entering our website.
Our Privacy Policy link includes the word 'Privacy', and can be easily be found on the page specified above.
Users will be notified of any privacy policy changes:
• On our Privacy Policy Page
Users are able to change their personal information:
• By logging in to their account
How does our site handle do not track signals?
We honor do not track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
Does our site allow third party behavioral tracking?
It's also important to note that we do not allow third party behavioral tracking
COPPA (Children Online Privacy Protection Act)
When it comes to the collection of personal information from children under 13, the Children's Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation's consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children's privacy and safety online.
We do not specifically market to children under 13.
Fair Information Practices
The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.
In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:
We will notify the users via email
• Within 7 business days
We also agree to the individual redress principle, which requires that individuals have a right to pursue legally enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individuals have enforceable rights against data users, but also that individuals have recourse to courts or a government agency to investigate and/or prosecute non-compliance by data processors.
CAN SPAM Act
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
We collect your email address in order to:
To be in accordance with CANSPAM we agree to the following:
If at any time you would like to unsubscribe from receiving future emails, you can email us at and we will promptly remove you from ALL correspondence.
Contacting Us
If there are any questions regarding this privacy policy you may contact us using the information below.
buymobile.com.au
A third party independent operator provides the SIM card and cellular and/or other network or system on which the handset operates. BuyMobile will not accept responsibility under this warranty for the operation, availability, coverage, services or range of the cellular or other network or system.
Before the item can be repaired or replaced, the operator may need to unlock any SIM-lock or other lock that may have been added to item by a specific network or operator. Accordingly, BuyMobile does not accept responsibility for any delay in warranty repairs where the delay is caused by the operator’s failure to unlock any SIM or other lock. Please remember to make back-up copies or keep written records of all important content and data stored in your item, as content and data may be lost during repair or replacement.
If testing analysis reports that Samsung Knox is Triggered or SuperSU is installed on the device, then ALL warranty cover is voided. This includes both software and hardware, as once custom kernels are flashed, or a device rooted the code gets rewritten, in line with rulings made by the manufacturer's this constitutes hardware damage.
BuyMobile, to the extent permitted by applicable law, shall not under any circumstances be liable, either expressly or impliedly, for any damages or losses of any kind whatsoever resulting from loss of, damage to, or corruption of, content or data during repair or replacement of the item. All parts of the item or other equipment replaced by BuyMobile is the property of BuyMobile.
BuyMobile and its authorised service companies reserve the right to charge an assessment and handling fee where the returned item is not covered by the terms and conditions of the Limited Warranty.
Claims for warranty that are found to fall outside of the terms and conditions of the warranty will attract an inspection fee that is payable to the repair centre prior to the customer's item being returned to the customer. Failure to make this payment within 7 days of invoice will result in cost recovery being sought by the disposal of the item and other by other methods at the discretion of the warranty provider.
When repairing or replacing the item, BuyMobile may use products or parts that are new, equivalent to new, or re-conditioned. Your item may contain country specific elements, including software. If the item has been re-exported from its original destination country to another country it may contain country specific elements that are not considered defective under this Limited Warranty. BuyMobile will not be liable for repair or replacement where the item fails to meet performance or hardware expectations due to the build, quality or design of the device by the original manufacturer, unless the item is deemed faulty by BuyMobile or our authorised repair agent.
This Limited Warranty is in addition to, and does not affect your legal (statutory) rights under applicable national laws relating to the sale of consumer products. BuyMobile provides this Limited Warranty to BuyMobile products.
Without limiting your other rights under this Limited Warranty, if a product you have purchased off Buy Mobile fails to comply under any national laws relating to the sale of consumer products, then you can request that we remedy that failure and we may, choose to:
1. Repair or replace the product; or
2. if it is not reasonable for us to repair the product, refund you the purchase price
During the Warranty Period, BuyMobile (or a BuyMobile-authorised service company) may remedy defects in materials, design and workmanship, free of charge and within a time frame they consider reasonable. BuyMobile may also, at its sole discretion, deem it necessary to replace the item in accordance with the Limited Warranty.
This Limited Warranty is only valid and enforceable in the country where you have purchased the item, provided that it is intended for sale in that country.
In some cases a single issue may be complex or have unintended repeat or ongoing issues. If a repaired item experiences the same issue or a related issue as the original issue, BuyMobile reserves the right to perform further corrective repairs, configuration or software changes to correct the issue.
This Limited Warranty utilises specific repair centres in Australia and New Zealand. After a customer lodges a warranty claim through our website, our warranty team will advise further instruction including the return address. It is the customer’s responsibility to use a suitable shipping method (preferably with tracking). Customers sending item(s) internationally need to inquire about and adhere to their local customs and courier service advice about declarations. Return postage to international (non Australian addresses) will be at the customers expense. We do not accept responsibility for any loss or damages that may occur during the transit of sent items or any tax related fees for incoming or outgoing international shipments.
14 days free return policy is applicable on all orders except if you ‘change your mind’. An admin fee of $49 applies.
You can claim a full refund or exchange of the item value (excluding shipping fees) on unshipped, unused and unopened items. The item must be sent back to our nominated address accompanied by a BuyMobile-issued RMA code. To learn more about this and all our return and exchange options please read below.
Returns Policy
BuyMobile are committed to customer satisfaction. We provide a comprehensive returns policy, replacement and exchange policy.
1. Free Return Policy
Included with every order is a 14 day, free returns policy. You can claim a full refund or exchange of the item value (excluding shipping fees) on unshipped, unused and unopened items. The item must be sent back to our nominated address accompanied by a BuyMobile-issued RMA code. To learn more about this and all our return and exchange options please read below.
2. Returns
All returns and exchanges are performed at the sole discretion of BuyMobile and its nominated representatives. The decision on individual cases is at the discretion of BuyMobile and its nominated representatives and is final.
• Handsets returned to BuyMobile without an RMA code will be refused delivery by BuyMobile's representatives and the sender will be responsible for all return postage.
• If the product is damaged upon receipt, BuyMobile will be unable to accept the goods and they will be returned to you.
3. Return or Exchange Prior to Shipping
A full refund is available at any time prior to shipping. This includes pre ordered items. It may also be possible to exchange your item prior to shipping from the BuyMobile warehouse. Please use our contact us to send an email form. If the item has already been shipped at the time that your form submission is processed by BuyMobile representatives, the case will be treated as an 'unopened box' return. Please see terms and conditions for this return type below.
4. Return or Exchange for DOA (Dead on Arrival) Items
• Your item maybe eligible for DOA exchange if it develops a software or hardware malfunction that causes the phone to become inoperable and is covered under the warranty terms and conditions.
• Please note that instances of physical damage, liquid ingress damage and other causes excluded from the warranty terms and conditions not covered by this return or exchange policy.
• DOA exchange is only available within 48 hours of receipt of the handset. In order to make a DOA exchange claim you are required to log an issue report through the contact form within the 48 hour period
• Failure to complete and submit a DOA exchange form within the 48 hour period will result in your handset being processed through the regular warranty process. You can return the handset to Buy Mobile once a valid RMA code has been issued. One of our technicians will assess the handset, after which a replacement be sent of the item will be returned to you if no fault was found or the issue was corrected upon inspection..
5. Return or Exchange within 14 Days - Unopened Box (Free Return Policy)
• You may exchange your item for refund, minus the shipping charges, for up to fourteen days from receiving your item.
• Any variation where the received item varies from the described specifications on the website must be raised with BuyMobile within 48 hours of receipt. Failure to do so will void any return or refund claim on that basis.
• You are required to obtain an RMA code from the BuyMobile Care Team before returning the item. Refunds will not be processed until the item has been received and inspected by a BuyMobile representative.
• Shipping back to the nominated BuyMobile address is the responsibility of the customer and transfer of ownership does not occur until the item has been received, inspected and the refund offer accepted.
• The item must be received within 14 days of BuyMobile or its representatives issuing the RMA code to you. The item will not qualify for an unopened box exchange or refund if the seal has been broken or tampered with in any way.
• If the product is damaged upon receipt, we will unable to accept the goods and they will be returned to you.
6. Return or Exchange within 14 Days - Opened Box
You may return or exchange items that are less than 14 days old for a partial refund of the item value.
The items must be in good condition (condition to be determined at the sole discretion of BuyMobile) and the exchange will incur a minimum $35 restocking fee per item, and excludes any shipping costs.
You are required to obtain an RMA code from the BuyMobile Care Team prior to sending the item.
Refund and exchange values will be processed and credited once the item has been received and assessed by a BuyMobile representative.
All open box items are assessed based on the following guidelines. Please note that the values described are offered as a minimum diminished value and will be affected by the condition of the item and its packaging:
The value of the item is assessed as being the complete value with the following values subtracted if they have occurred:
• A $35 restocking fee is subtracted from the purchase value in all cases
The original shipping costs are not included in the purchase value of the item and are not refundable
• 5% of the value is deducted if the manufacturers screen guard has been removed. This is a plastic film that is adhered to the screen for shipping damage protection
• 10% of the value is deducted if the battery or accessories have been opened and removed from the individual original packaging and ties
• 10% of the value is deducted if internal dunnage has been damaged
• 25% of the value is deducted if internal dunnage has been removed from the item packaging or heavily damaged
• 10% of the value is deducted if the retail box has been lightly damaged
• 25% of the value is deducted if the retail box has been heavily damaged or torn
• 25% of the value is deducted if an original accessory, CD, manual or any other item included with the original purchased goods is missing
• 50% of the value is deducted if the retail box and dunnage is not returned with the handset.
The condition of all electronic items will be assessed as follows:
• Light usage: minor scratches usually not visible unless in direct light – 15% shall be deducted
• Mild usage: visible scratches and surface abrasion from normal use – 30% shall be deducted
• Heavy usage: physical damage to the overall housing exceeding normal wear and tear – 50% shall be deducted
• Housing is broken from physical damage – refund/exchange rejected
• One or more of the phone's functions not working (e.g., camera, LCD screen) – refund/exchange rejected
• Item has failed and not warranted (under this Agreement or any applicable national laws relating to the sale of consumer products) – refund/exchange rejected
All of the above deductions are cumulative and the assessed value will be provided to you in writing for your acceptance prior to a refund or credit being issued.
7. Return or Exchange - After 14 Days
• It may still be possible to return items once they have been used or are older than 14 days.
• Your refund value will be determined by a market appraisal of the item. BuyMobile reserves the right to assess the condition and age of returned products prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
• Shipping charges are not refundable. A minimum processing fee of $35 will apply to all assessments.
8. General Conditions for Return or Exchange
If the assessed value offered by BuyMobile or its elected representatives is not accepted by the customer the customer is responsible for the costs of return of goods by an insured courier nominated by BuyMobile or its representatives.
Failure to pay the assessment fee and shipping costs will result in the item being surrendered to BuyMobile or its representatives for disposal and cost recovery.
You are required to obtain an RMA code from the BuyMobile Care Team prior to sending the item. A refund will only be processed once the item arrives at our store and this policy is available at the sole discretion of BuyMobile.
In all cases, receipt of the handset is considered to have occurred upon signing acceptance of the parcel from BuyMobile's nominated courier.
It is the customer's responsibility to ship items back to the nominated returns location with a secure method, we are not liable for any items lost in transit. Customers who are shipping items are encouraged to use a trackable and insured shipping method.
Customers sending item(s) internationally need to inquire about and adhere to their local customs and courier service advice about declarations. We are not liable for any shipping costs for change of mind returns. We do not accept responsibility for any loss or damages that may occur during the transit of sent items or any customs or tax related fees for international shipments.
