Returns & refunds.
Last updated: May 2026
Two ways back: a 7-day change-of-mind window we offer voluntarily, and Australian Consumer Law guarantees that apply for the life of the phone. Both are on top of each other - the stronger one wins in any given situation.
Your statutory rights (always apply)
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In plain English: if a refurbished phone we sell you stops working through no fault of yours, or it isn't what we described, you have rights - and nothing on this page or anywhere else on the site limits them.
7-day change of mind
Don't love it? No drama. You have 7 days from the delivery date to return any phone for a full refund of what you paid (including original shipping). Just email us at hi@phonefetch.com.au with your order reference and we'll send you a prepaid return label.
For change-of-mind returns the phone must come back:
- In the condition we sent it (no new scratches, dents or damage).
- Signed out of iCloud / Samsung account / Google.
- Factory reset if you can (we'll do it if not).
- With any accessories that were in the box.
Once it arrives back here, we inspect within 2 business days and refund to your original payment method. Card refunds typically land in 3 to 5 business days; PayID is same-day.
Faulty or not-as-described
If the phone arrives faulty, develops a fault under normal use, or isn't what we described in the listing - the change-of-mind window doesn't apply. You're covered for as long as a reasonable consumer would expect the phone to last, under the Australian Consumer Law.
How to claim:
- Email hi@phonefetch.com.au with your order reference, what's wrong, and a photo or short video showing the issue if you can.
- We respond within 1 business day with what to do next. Usually that's a prepaid return label.
- We inspect the phone within 2 business days of receiving it.
- Depending on the fault, you'll get a repair, a replacement of the same or equivalent model, or a refund - your choice for major failures.
Battery health
Every phone we sell has battery health verified at the conditions stated in the listing (typically 80% or higher; 90%+ for Excellent grade). If a phone's battery health is lower than what we advertised on the listing at the time you bought it, that's a misdescription under the ACL and we'll cover repair or refund.
Normal battery wear after purchase isn't covered - all lithium-ion batteries degrade with use - but a sudden and significant capacity drop within the first few months would not be normal and we'll look at it on a case-by-case basis.
What's not covered
- Damage caused after you took delivery (drops, water, third-party repair attempts).
- Cosmetic wear that was disclosed in the condition grade you bought.
- Software / app issues that are caused by something you installed or settings you changed.
- Phones that have been opened or modified after delivery (this voids the change-of-mind option only - your ACL rights for a pre-existing fault still apply).
Buyback transactions (we bought your phone)
This page is for the shop side. If we collected a phone from you and you want to discuss the transaction - misclassified condition, wrong payment, anything - reply to your booking confirmation email or contact us directly. We aim to settle disputes within 7 days of pickup.
Contact
Returns & refunds: hi@phonefetch.com.au.
If we can't sort something out together, you can escalate to Consumer Affairs Victoria or the ACCC.