Refund policy

We want you to be happy with what you buy. This page covers change of mind, faulty or damaged items, and exchanges for everything we sell except repairs. Repair terms are on our Repair Warranty page.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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.

These rights apply no matter what else is on this page. We never charge a restocking fee on faulty goods.

Changed your mind? You have 48 hours

  • Email hello@phonechase.co within 48 hours of receiving your item (or collecting it from the shop). Include your order number.
  • The item must be complete, in its original packaging with all accessories, including any free cable or other free item that came with it.
  • Devices must be signed out of all accounts (Apple ID, Google, Samsung) and have no passcode. We can't accept locked devices.
  • Full refund: sealed or unopened items, and refurbished or pre-owned devices that are untouched (not activated or set up, no SIM inserted, no marks).
  • Refund less a 20% restocking fee: items that have been opened or used but are still in resaleable condition.
  • Items that are damaged or missing parts can't be accepted for change of mind.
  • Opened earphones, personalised or customised items, gift cards and repairs can't be returned for change of mind.
  • You are refunded what you paid for the item. Discount codes aren't refundable, and the original delivery cost isn't refunded.
  • We check returned devices against the IMEI or serial number we recorded when we sold them.

After 48 hours

After 48 hours we don't have to accept a change-of-mind return. At our discretion, within 30 days of delivery we may offer store credit for 80% of the item price (a 20% restocking fee applies), if the item is unused, intact and complete. Store credit does not expire.

Faulty, damaged or not as described

  • Contact us as soon as you notice the problem.
  • Refurbished and pre-owned devices are also covered by our Refurbs Devices Warranty. Accessories are covered by our Accessories Warranty. Both are on top of your Australian Consumer Law rights.
  • For a major failure, including a device that is dead on arrival, you can choose a replacement or a refund. For a minor fault on a refurbished or pre-owned device we'll try to repair it first, and we'll replace or refund it if we can't fix it within a reasonable time.
  • If your item arrives damaged, please tell us within 7 days of delivery and send photos of the item and the packaging. Your rights don't end after 7 days, but photos taken early help us sort it out faster.
  • We cover the postage on approved faulty-goods claims, give you a prepaid label and refund the original delivery cost. We never charge a restocking fee on faulty goods.

Exchanges

Want a different item instead? Ask us. Exchanges follow the same rules as change-of-mind returns and depend on stock.

How to return something

  1. Email hello@phonechase.co with your order number and the reason.
  2. We reply with a Return Merchandise Authorisation (RMA) and instructions.
  3. Send the item with tracked postage. Postage for change-of-mind returns is at your cost.
  4. We inspect it and email you the outcome. Refunds go back to your original payment method within 7 days of us receiving and inspecting the item. Your bank or payment provider sets how long it takes to show.

You can also return items in store at Shop 39, The Mark Centre, 3-15 Orchid Ave, Surfers Paradise. In-store returns are accepted on the same terms as online. These terms also apply to New Zealand orders.

Need help?

Email hello@phonechase.co or call 0485 685 983.