Returns & Warranty Policy
Clear guidance for change-of-mind returns, faulty products, warranty claims, return freight, refunds and your rights under the Australian Consumer Law.
Returns Summary
We want to make returns and warranty claims as straightforward as possible.
- Change-of-mind returns may be accepted for eligible unopened and unused products when requested within 7 days of delivery.
- Opened or used products are generally not eligible for change-of-mind returns.
- Faulty, damaged, incorrectly supplied or misdescribed products are handled separately and in accordance with the Australian Consumer Law (ACL).
- Warranty coverage for each product is shown on the relevant product page.
- You can make a warranty or Australian Consumer Law claim directly with us.
- A manufacturer support case or RMA may help speed up diagnosis for some products, but it is not a requirement for making a claim with us.
- Please contact us before returning a product so we can issue a Return Authorisation (RMA) and provide the correct return instructions.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
These consumer guarantees operate independently of any manufacturer, supplier or store warranty applying to a product.
If a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a replacement or a full refund and may also be entitled to compensation for reasonably foreseeable loss or damage.
Where a failure does not amount to a major failure, we are entitled to provide an appropriate remedy within a reasonable time. Depending on the circumstances, this may include repair or replacement. Further remedies may be available if the problem cannot be resolved within a reasonable time.
Nothing in this Returns & Warranty Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
For general information about consumer guarantees, you can also visit the Australian Competition and Consumer Commission (ACCC) website.
Product Warranty Coverage
Warranty coverage can vary between products. Please refer to the warranty information displayed on the individual product page at the time of purchase.
Unless otherwise stated on the relevant product page, DigiPhone products are genuine Australian-version products backed by the applicable official manufacturer warranty.
Depending on the product, warranty assessment or service may involve DigiPhone, the manufacturer, a supplier or an authorised service provider. DigiPhone will remain available to receive your warranty or Australian Consumer Law claim directly.
Any written warranty applying to a product is provided in addition to applicable rights under the Australian Consumer Law. Expiry of a written warranty does not automatically mean that Australian Consumer Law rights have also expired.
Making a Warranty or Faulty Product Claim
If you believe a product is faulty, please contact our Customer Support team and provide:
- your order or invoice number;
- the product model;
- the product serial number, where applicable;
- a description of the problem;
- details of troubleshooting already completed; and
- photographs, videos, error messages or other information that may assist in diagnosing the problem, where relevant.
We may ask reasonable questions or request troubleshooting information to help determine the nature of the problem.
For some products, we may recommend contacting the manufacturer's technical support team. Manufacturers often have specialised diagnostic tools and can sometimes resolve a problem remotely or provide a technical case or RMA number that allows us to process the claim more quickly.
Return Authorisation
Please contact us before returning a product. Once a return has been approved, we will provide a Return Authorisation or RMA number together with the appropriate return instructions.
The RMA allows us to identify and process your return efficiently. Products returned without an RMA may experience processing delays.
An RMA is normally valid for 14 days. If you need additional time, please contact us before sending the product.
Administrative expiry of an RMA does not remove any rights you may have under the Australian Consumer Law.
Assessment of Faulty Products
Returned products may need to be inspected or tested before the appropriate remedy can be determined.
Depending on the product and the nature of the reported problem, assessment may be completed by us, the manufacturer, a supplier or an authorised service provider.
Where a product is confirmed to have a problem covered by a warranty or the Australian Consumer Law, the appropriate remedy will be provided.
Where testing determines that the product is functioning correctly, or that the problem was caused by physical damage, misuse, incompatible equipment, unauthorised modification or another circumstance not covered by a warranty or the Australian Consumer Law, reasonable inspection, freight or service charges may apply.
Where we propose to charge inspection or collection costs for a product that is subsequently found not to have a fault, we will advise you of the applicable or estimated costs where required before those costs are incurred.
Return Freight for Faulty Products
Please contact us before arranging return freight for a faulty product, as the appropriate return method can vary depending on the product.
For products that can be posted or easily returned, you may initially be asked to return the product to us. If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return costs where required.
Please retain your freight or postage receipt.
For products that are large, heavy or otherwise difficult to return, please contact us before arranging transport. Where required under the Australian Consumer Law, we will arrange collection or an appropriate return method.
Packaging Faulty Products & Protecting Your Data
Packaging Faulty Products
Original retail packaging is not required in order to make a claim regarding a faulty product under the Australian Consumer Law.
However, products must be packaged appropriately for transport to prevent additional physical damage while being returned.
Where the original packaging is still available, we recommend using it because it is generally designed to protect the equipment during transport.
Unless instructed otherwise, please include any accessories or components reasonably required to test the reported fault.
For computers, storage equipment or other configurable products, we may provide specific instructions regarding whether customer-installed components should be removed before return.
Data and Storage Devices
Customers should maintain appropriate backups of important data.
Testing, repair, replacement or resetting of electronic equipment may result in settings or data being erased.
Unless specifically agreed otherwise, our returns and warranty service does not include data backup, data migration or data recovery.
Please remove or back up personal or important data before returning equipment where reasonably possible.
Nothing in this section excludes any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Dead on Arrival, Incorrectly Supplied or Transit-Damaged Products
If a product arrives damaged, appears to be Dead on Arrival (DOA), is not the product you ordered, or has been incorrectly supplied, please contact us as soon as possible.
For transit damage, we recommend notifying us as soon as practical and preferably within 2 business days so that we can promptly investigate the shipment with the carrier.
We may request photographs of:
- the shipping carton;
- shipping labels;
- internal packaging;
- the damaged product; and
- any visible impact or damage.
Change-of-Mind Returns
We are not required to provide a refund or exchange simply because you change your mind. However, we may accept eligible change-of-mind returns under the following policy.
Change-of-mind returns are subject to approval.
Unopened Products
A change-of-mind return may be considered where:
- the request is made within 7 days of delivery;
- the product is unused;
- the original retail packaging remains unopened and sealed;
- the product and packaging remain in new and resellable condition; and
- the product is not excluded from change-of-mind returns.
Please contact us and obtain an RMA before returning the product.
Approved change-of-mind returns are returned at the customer's cost.
For approved change-of-mind returns of unopened products, up to a 35% restocking fee applies if you would like a refund.
If you prefer to use the amount as store credit toward a different product, a reduced restocking fee of up to 20% applies.
Original delivery charges are not refundable for change-of-mind returns. Any applicable fee will be advised as part of the return approval.
Opened or Used Products
Products that have been opened, installed, configured or used are generally not eligible for a change-of-mind return.
This restriction applies only to change-of-mind returns.
It does not affect your rights where a product is faulty, damaged, incorrectly supplied, not as described or otherwise does not meet a consumer guarantee under the Australian Consumer Law.
At our discretion, we may agree to accept an opened product as a change-of-mind return in exceptional circumstances. Additional restocking costs may apply.
Products Excluded From Change-of-Mind Returns
Unless otherwise agreed, the following products are generally not eligible for change-of-mind returns:
- special-order or specifically sourced products;
- products configured, assembled or modified to customer requirements;
- clearance or final-sale products where identified before purchase;
- ex-demo or used products where identified before purchase;
- electronically delivered licence keys or digital products once issued;
- opened software;
- products that cannot reasonably be resold for hygiene or health reasons once opened; and
- any other product identified before purchase as not eligible for change-of-mind return.
These exclusions apply only to discretionary change-of-mind returns. They do not exclude or restrict rights that apply to faulty, misdescribed, incorrectly supplied or otherwise non-compliant products under the Australian Consumer Law.
Software and Digital Licence Products
Digital licence keys and electronically delivered software are generally not eligible for change-of-mind cancellation or refund once the licence has been issued.
Unopened physical software may be considered for return under our normal change-of-mind conditions.
If software or a licence has a problem that gives rise to rights under the Australian Consumer Law, those rights are not affected by this section.
Compatibility and Customer-Selected Products
Customers should review product specifications and compatibility requirements before purchasing.
A product is not necessarily faulty simply because it is incompatible with another product, service, network, software platform or system selected by the customer.
Where compatibility information is provided by the manufacturer, we recommend checking the manufacturer's current compatibility information before purchasing.
If you contacted us before purchase and relied on specific compatibility or suitability advice provided by us, please include this information when contacting our Customer Support team.
Nothing in this section limits rights that may apply if a product was incorrectly described, incorrectly supplied or did not meet a purpose made known to us before purchase in circumstances covered by the Australian Consumer Law.
Refunds & Replacements
Refunds
Where a refund is approved, we will normally process it using the original payment method where reasonably possible.
Approved refunds are generally processed by us within 7 business days, although your bank or payment provider may take additional time to make the funds available.
For an approved Australian Consumer Law refund arising from a major failure, the refund will be for the amount required under the Australian Consumer Law.
Restocking fees are not applied to returns where the customer is exercising a right to a remedy for a faulty product under the Australian Consumer Law.
Replacements
Where replacement is the appropriate remedy, the replacement product will be of the same type where reasonably available.
If the original product is no longer available, we will discuss the remedies available based on the circumstances of the claim and any applicable Australian Consumer Law requirements.
The availability or current selling price of a product does not reduce any statutory rights that apply to the original purchase.
International Orders
Customers outside Australia are responsible for checking any import duties, taxes, customs requirements and local product requirements that apply in their country.
Duties and taxes charged by another country are not included unless expressly stated at the time of purchase.
Where an international customer changes their mind, original international freight, duties and taxes are not refundable by us and the customer is responsible for return freight.
Faulty, damaged or incorrectly supplied international orders will be assessed separately. Nothing in this section excludes any rights that cannot lawfully be excluded.
Please contact us before returning an international order so that we can provide appropriate instructions.
Contacting Us
If you need to make a return, warranty claim or Australian Consumer Law claim, please contact our Customer Support team before sending the product.
Please include your order number and as much information about the product and issue as possible so that we can assist you efficiently.