WARRANTY & RETURNS POLICY

This warranty applies whenever Phone Chase (“we”, “us”, “our”) supplies refurbished or pre-owned smart devices to the customer (“you”, “your”).

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Under ACL, you are entitled to a remedy if the product you receive:

• Has a major fault (cannot be fixed or is significantly different from what was described)
• Is not fit for its intended purpose or does not do what we said it would
• Does not meet acceptable quality standards (e.g. faulty, damaged, or unfit for use)

For major failures, you are entitled to a replacement, repair, or refund, at your choice. For minor faults, we will first offer to repair the device or, if that’s not possible, replace it or refund you. These consumer rights apply beyond our standard return policy and are not limited to any specific period.

48-Hour Change-of-Mind Returns

If you change your mind within 48 hours of delivery, you can request a return under this policy. To be eligible for a refund, the device must:

• Be in the same condition as received, with no signs of activation, use, or additional wear
• Be returned with original packaging and all included accessories
• Be free of any passcodes or accounts (e.g. Apple ID, Google accounts)

If the device is returned missing accessories, with damage, or locked to an account, a restocking fee may apply or the return may be rejected. We are not responsible for returning any additional items sent with the device.

6-Month Warranty Against Defects

We provide a 6-month limited warranty covering defects and malfunctions in refurbished and pre-owned smart devices. This warranty begins on the date of purchase, is valid only for the original purchaser, and is non-transferable.

Covered Items

Hardware defects
Malfunctions in the motherboard, battery, internal sensors, screen, buttons, cameras, microphones, speakers, and other integral components.

Software issues
Faults with pre-installed software or firmware malfunctions.

Battery faults
Battery faults that prevent normal operation (e.g. failure to charge or rapid unexpected shutdowns) are covered under warranty.
Normal battery capacity degradation over time is not considered a defect and is not covered.
All devices sold are guaranteed to have a minimum battery health of 85% at the time of purchase.

Delivery Issues

If your device is damaged in transit, please report the issue as soon as possible (ideally within 4 business days) and provide images of the item and packaging to assist with the claim process.

Important Disclaimers

Cosmetic condition
Devices are sold in graded cosmetic conditions as described at the time of purchase. Cosmetic wear consistent with the stated grade is not considered a defect and is not covered under warranty.

Water resistance
Refurbished devices sold by Phone Chase do not maintain original water resistance due to the refurbishment process. Water damage is not covered under warranty.

Network & blacklist status
If a device is later found to be carrier/AMTA blocked due to circumstances outside our control (e.g. actions by a previous owner or carrier), we will work with you to provide an appropriate remedy in line with Australian Consumer Law.

Exclusions

This warranty does not cover:

• Physical damage (cracks, dents, drops, impacts, misuse)
• Water or liquid damage (including corrosion or rusting)
• Tampering or unauthorised repairs
• Damage caused by non-recommended accessories or peripherals
• Cosmetic wear consistent with the device’s stated grade

Warranty Claim Process

Contact us
Email contact@phonechase.co with your receipt and a description of the issue.

Return authorisation
Required before sending any device back. Unauthorised returns may be delayed or returned to sender.

Device inspection
You may be required to send the device to us for assessment. Shipping to us is your responsibility.

Packaging
You must package the device securely. Damage in return transit due to inadequate packaging may affect warranty eligibility.

Prepaid return label
For approved warranty claims, we will provide a prepaid return label via email.

Fault verification
Our technicians must be able to verify the reported fault. If your claim is found invalid, return shipping costs will be your responsibility.

Repair / replacement / refund
If covered, we will repair the device, replace it with an equivalent model, or provide a refund. Return shipping back to you is covered by us for approved claims.

Service targets
We aim to respond within 1–2 business days and complete most assessments within 3–5 business days (subject to workload and parts availability).

Important Information

Data responsibility
Customers are responsible for backing up their data. Phone Chase is not responsible for any data loss during warranty service, repairs, replacements, or refunds.

Account lock requirement
Returned devices must be removed from all user accounts (e.g. iCloud, Google, Samsung accounts). Locked devices may be rejected or incur a service fee.

Limitation of Liability

This warranty is provided in addition to your rights under Australian Consumer Law and does not exclude any statutory consumer guarantees.

To the extent permitted by law, Phone Chase is not liable for incidental or consequential damages, including loss of data or loss of use.

For questions or warranty claims, please use the form below or contact us at contact@phonechase.co