Refund policy
30-Day Refund & Returns Policy
At The OEM Store, we want you to shop with confidence.
That's why we offer a 30-day change-of-mind return policy on eligible refurbished devices and accessories purchased directly from our online store.
If you change your mind about your purchase, you may request a return within 30 days of receiving your order, provided the product meets the return conditions outlined below.
This voluntary returns policy is offered in addition to your rights under the Australian Consumer Law (ACL).
30-Day Change-of-Mind Returns
We accept change-of-mind returns on eligible refurbished mobile phones, laptops, tablets, smartwatches and accessories within 30 days of delivery.
Return Eligibility
To qualify for a change-of-mind return, the following conditions apply:
- Return period: You must request the return within 30 days of receiving your order.
- Device condition: The device must be in the same condition as when delivered, with no new scratches, dents, marks or damage.
- Inspection and testing: You may inspect and test the device, provided it remains in its original delivered condition.
- Account removal: You must sign out of all relevant Apple, Google, Samsung and other user accounts.
- Security locks: Find My, Activation Lock, Google Factory Reset Protection (FRP) and any other security restrictions must be removed.
- Factory reset: The device must be factory reset and all personal information removed.
- Accessories and packaging: All accessories and packaging originally supplied must be included.
- Accessories-only purchases: Accessories must be unused and returned in their original condition and packaging.
- Proof of purchase: Your order number or another acceptable form of proof of purchase must be provided.
Refurbished devices may have cosmetic marks consistent with their advertised condition grade. Existing marks that were accurately disclosed at the time of sale do not prevent a change-of-mind return.
However, devices must not have sustained additional damage after delivery.
Items Not Eligible for Change-of-Mind Returns
Voluntary change-of-mind returns may be declined for:
- Devices with new physical or liquid damage
- Devices still locked to an Apple, Google or other user account
- Devices with missing accessories or packaging originally supplied
- Accessories that have been used or are no longer in their original condition
- Gift cards, unless otherwise required by law
Discounted and sale devices are eligible for our 30-day change-of-mind return policy when they meet the conditions above.
Important: These conditions apply only to voluntary change-of-mind returns. They do not limit your right to a remedy for faulty, defective or misdescribed products under Australian Consumer Law.
How to Request a Return
To start a return, please contact our customer support team at support@theoemstore.com.au.
Please include:
- Your order number
- The product you wish to return
- Whether the return is due to a change of mind or a problem with the product
- A brief description of the issue, if applicable
- Photographs of any damage or defects, if relevant
Our team aims to respond within 1 business day with the appropriate return instructions.
For change-of-mind returns, please obtain return authorisation before sending the product back so that we can correctly identify and process your return.
For faulty products, please contact us first where practical so we can organise an assessment and appropriate return arrangements. This request does not restrict your statutory rights.
Return Shipping Costs
Change-of-Mind Returns
For voluntary change-of-mind returns, return shipping costs are the customer's responsibility.
We recommend using a tracked shipping service and packing your device securely to prevent damage during transport.
You are responsible for ensuring a change-of-mind return reaches us in the condition required by this policy.
Any original Express Shipping charge is not refunded for a change-of-mind return, unless required by law.
Faulty, Damaged or Incorrect Products
If your product arrives faulty, damaged or incorrect, please contact us so we can arrange an appropriate solution.
We provide prepaid return shipping labels for warranty assessments.
Where a product is confirmed to breach an applicable consumer guarantee, reasonable return shipping costs you have incurred will be reimbursed in accordance with Australian Consumer Law.
If we have sent you the incorrect product, we will cover the return shipping costs.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If your product is defective, damaged, not as described or different from what you ordered, please contact us as soon as reasonably possible.
Email: support@theoemstore.com.au
Where possible, provide:
- Your order number
- A description of the issue
- Photographs of the product and packaging
- A screen recording or other evidence of the fault, if available
We will review your request and arrange an appropriate repair, replacement or refund in accordance with our warranty and your rights under Australian Consumer Law.
Important: Faulty-product returns are not limited to our 30-day change-of-mind period. Consumer guarantees may continue to apply for a reasonable period beyond both the 30-day return period and our stated warranty periods.
Refunds
Once your returned product has been received, we will inspect it and notify you by email of the outcome.
Change-of-Mind Refunds
For approved change-of-mind returns, we will process your refund to your original payment method within 10 business days of approval.
Please allow additional time for your bank, credit card provider or payment service to process and display the refund.
If a change-of-mind return does not meet our return conditions, we will contact you to explain the outcome and arrange for the device to be returned.
Refunds for Faulty Products
If a product has a major failure under Australian Consumer Law, you are generally entitled to choose between a refund or replacement, subject to the applicable provisions of the law.
For minor faults, we may first arrange a repair at no cost to you within a reasonable time.
If a fault cannot be remedied within a reasonable time, further remedies may be available under Australian Consumer Law.
Where a refund is required under Australian Consumer Law, we will provide it within a reasonable time using the same form of payment as the original purchase, unless another method is agreed.
Refund Enquiries
If more than 15 business days have passed since your change-of-mind refund was approved and you have not received it, please email support@theoemstore.com.au.
Please include your order number so our team can investigate.
Exchanges
If you would prefer a different device model, colour, storage capacity or cosmetic grade, please contact us to discuss the available options.
For voluntary exchanges, the simplest option is generally to return your original device under our 30-day change-of-mind return policy and place a new order for your preferred product.
Any difference in purchase price will apply.
If your device is faulty, your rights to a replacement or another remedy under Australian Consumer Law apply independently of our voluntary exchange process.
Warranty Returns
Every refurbished phone, laptop, tablet and smartwatch sold by The OEM Store comes with a 12-month warranty from the date of delivery.
Accessories are covered by a 3-month warranty.
Our warranty covers eligible hardware faults under normal use and is provided in addition to your rights under Australian Consumer Law.
For details about covered faults, our battery guarantee, warranty exclusions and the claims process, please read our Warranty Policy.
Purchases Through Marketplaces
Our voluntary 30-day change-of-mind return policy applies to eligible purchases made directly through theoem.store.
If you purchased a device from The OEM Store through eBay, Back Market or Reebelo, please initially lodge your return or refund request through the relevant marketplace's order or dispute process.
Marketplace-specific return and dispute procedures may apply.
These procedures do not remove any applicable rights you have against The OEM Store under Australian Consumer Law.
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our 30-day change-of-mind return policy and product warranties are provided in addition to these statutory consumer guarantees.
These consumer guarantees apply to both new and refurbished goods, taking into account factors such as the product's age, condition, price, description and expected durability.
Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.
Contact Us
For questions about returns, refunds, exchanges or faulty products, please contact our customer support team.
The OEM Store Pty Ltd
ABN: 58 644 666 973
618 South Road
Moorabbin VIC 3189
Australia
Email:
support@theoemstore.com.au
Phone:
1800 431 512
Our team aims to respond to email enquiries within 1 business day.
