BuyMobile are committed to customer satisfaction. We provide a comprehensive returns policy, replacement and exchange policy.
1. Return Policy
All orders are liable to a discretional change of mind return fee. 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
All orders are liable to a discretional change of mind return fee. 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 the 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
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.
All orders are liable to a discretional change of mind return fee.
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:
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. 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.