Returns & Refunds

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

For major failures you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have 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 to used devices too — 'acceptable quality' takes into account the age, price and stated condition of the phone.

On top of your legal rights, we accept change-of-mind returns on phones and unopened accessories within 30 days of delivery, provided the item is in the same condition you received it, with all included accessories.

Change-of-mind returns are refunded to your original payment method less any outbound shipping. Return shipping for change of mind is at your cost. This does not apply where a product is faulty — see below.

If your device is faulty, not as described, or fails to meet a consumer guarantee, contact us and we'll make it right — repair, replacement or refund as appropriate under the law. We cover return shipping for faulty items.

Please contact us before sending anything back so we can give you a return reference and address.

Email support@phonebase.com.au or message us from your account with your order reference and a short description (and photos, for a fault). We'll confirm the next steps and, where applicable, a return address.

Please back up and remove your data and sign out of all accounts (including Find My iPhone / activation lock) before returning a device.

Once we receive and check the returned item, we process approved refunds to your original payment method. Refunds typically appear within 5–10 business days depending on your bank or card provider.

Repairs carry the warranty stated at the time of service. If a repaired fault recurs within the warranty period, contact us for a re-repair at no charge.

Trade-in devices can be returned to you at no cost if you decline our revised offer after inspection.

Questions about a return? Contact support@phonebase.com.au.