If your order arrives wrong, incomplete, locked, faulty or damaged, tell us within 30 days of delivery. Dead-on-arrival and faulty items qualify for free return shipping.
Most problems don't need a return. Most of the time, our customer service team can guide you through a quick fix, such as a setting, a reset or the right charger, and get you up and running again without sending the product back. Contact us first and we'll work through it with you.
What to send us (use the Returns & Refunds form, the Warranty Claim form, or the Resolution Centre in your account)
- Your order number
- What's wrong, in a sentence or two
- Photos of the item, the charger label or the error on screen, or a short video if it won't start or the fault comes and goes
- For battery problems, a battery report (see Battery drains fast or won't charge)
What happens next
We'll suggest troubleshooting first, because many issues are fixed in minutes. If that doesn't work:
| Problem | What we do |
|---|---|
| Wrong or missing charger or accessory | Send the right part by express post |
| Wrong model or spec, locked device, fault, or worse than the grade | Issue an RA number and a free prepaid return label, then send a replacement or refund |
| Damaged in transit | Free return, then a replacement or refund |
| Setup or software issue | Talk you through the fix |
Replacements are sent by express post as soon as you send us a photo of your Australia Post lodgement receipt.
If the same model is out of stock, we will work with you to choose a suitable replacement.
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