Refund and Returns Policy

Warranty Policy

All Refurbished products at www.rfurbnation.com.au, are supported by our RFURBNATION in-store warranty. This warranty covers all manufacturer faults with the product (excluding external occurrences such as water damage, dropping the device etc). All our products are supported by our in-store warranty against defects. Our refurbished devices have 12 months in-store warranty (selected product warranties may vary with some devices – i.e refurbished audio devices). Prior to returning a device for warranty, please contact us to obtain a Return Authorisation Number along with instructions on how to ship your item back to us.

RFURBNATION Warranty and Returns are void in the below instance:

  • Cracked screen or physically damaged
  • Water damage
  • Software that has been tampered with
  • Unauthorised repairs
  • Customer has failed to take reasonable steps to avoid the quality becoming unacceptable
  • Customer has used the product (subjected to some products due to hygiene reasons).
  • Customer has used the product abnormally
  • Warranty expiration

Please note:

  • We do not accept responsibility for returned items until they have reached our warehouse, so we strongly recommend using tracking and/or insurance for the delivery
  • We will not accept a returned device that is iCloud or Google locked. If your device is account locked, you will receive a notification from us to remove the lock. The device will be returned if still locked after 5 business days.
  • Fees may be deducted from a return if packing and accessories are missing from the parcel.
  • We do not accept unsealed, tampered with or used devices in accordance with our 14-day change of mind policy.
Refund Policy

This Refund Policy (“Policy”) applies to the following purchases: Phones, Computers, Tablets, Gaming, Audio Tech, Wearable Tech & Accessories.

  1. General
  • We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
  • Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
  • Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

  • Under the Australian Consumer Law:
  1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value.
  2. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
  • We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
  • The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
  • If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
  • Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
  • If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
  • If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

We want you to enjoy our products as much as we do. Therefore, refunds, credit notes and exchanges are available for a change of mind if the item is return:

  • Product is in un-used and in original condition
  • All original packaging (box, accessories and device) in the original box
  • Within 14 days of the purchase
  • Receipt is provided

You will be responsible for organising the return shipping and providing tracking details to RFURBNATION. Once we receive the item/s and it meets the criteria above, a refund will be issued less the original shipping cost of the original order. Orders placed when products are on sale or using discount codes are final and cannot be returned for a Change of Mind.

Audio Products: In-Ear Devices.

Audio devices including earphones and headphones can be returned for a change of mind if they meet the following criteria.

  • Product is in un-used and in original condition
  • All original packaging (box, accessories and device) in the original box
  • Within 14 days of the purchase
  • Receipt is provided

For hygiene reasons, these items cannot be returned for change of mind once opened. The customer is responsible for returning the item in original condition to the criteria above. Customer is responsible for organising the return.

Please contact us via email [email protected] to discuss returns and provide tracking details.

4. Products Delayed/ Damaged or Missing During Delivery

Once your order has been shipped, RFURBNATION can not accept responsibility for loss, delivery delay or damage to your package. Please use tracking number provided to receive updates on your order. This includes delays by our carrier which we cannot control or by events out of our reasonable foresight. Items will be delivered with Authority To Leave (ATL) unless otherwise selected at the check out. If customer has selected ATL (Authority to Leave), RFURBNATION is not liable for parcels that have proof of delivery and go missing. 

5. Exceptions

  • Not withstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
  1. You misused the said product in a way which caused the problem.
  2. You knew or were made aware of the problem(s) with the product or service before you purchased it.
  3. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
  4. Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns

  • In the event that a customer is not satisfied with a product without proof of claim under the Australian Consumer Law, we shall not bear any cost of shipping back to us.
  • In the event the customer does not ship the item within 7 days of us providing a prepaid shipping label, then it is the customers responsibility to post the item back to our shipping address.
  • In the event that the customer is not satisfied with a product with proof of claim under the Australian Consumer Law, we shall bear any cost of shipping back to us.
  • If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
  • If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
  • In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

7. Response Time

  • We aim to process any requests for repairs, replacements or refunds within 7-10 business days of receipt.

8. How to Return Products

  • You can contact us at the end of this Policy to discuss a return using the information.
  • Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
  • To be eligible for a refund, repair or replacement, you must provide proof of purchase.
  • You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

9. Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: [email protected]