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Returns & Warranty

 

Returns, Refunds & Warranty Policy

TechUp Australia Pty Ltd (ABN 41 691 907 221)
Effective Date: [16th October 2025]

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

2. 30-Day Change of Mind Returns

We offer a 30-day change of mind return period from the date your order is delivered.

To be eligible:

  • You must contact us within 30 days of delivery

  • The device must be returned in the same condition as received

  • No new damage, cracks, dents, or excessive wear

  • All accounts must be removed (Apple ID, Google, Samsung etc.)

  • Activation locks and passcodes must be removed

  • All included accessories must be returned

For change-of-mind returns:

  • No restocking fee applies

  • Shipping costs are non-refundable

  • Return shipping is the customer’s responsibility

  • Deductions may apply only if the condition has changed or items are missing

Devices returned with account locks or additional damage may result in delayed processing or partial refund adjustments.

3. 1-Year Return-to-Base (RTB) Warranty

All eligible devices include a 1-Year Return-to-Base (RTB) Warranty, unless otherwise stated on the product listing.

This warranty covers:

  • Hardware faults

  • Internal component failures

  • Manufacturing defects

This warranty does not cover:

  • Accidental damage

  • Liquid damage

  • Cracked screens or glass damage

  • Physical damage after delivery

  • Normal cosmetic wear

  • Battery degradation from normal use

  • Software issues caused by third-party apps

  • Unauthorised repairs or modifications

  • Misuse or improper handling

Warranty coverage begins from the date of delivery.

4. Battery Policy

Where applicable, minimum battery health standards are specified in the product listing at the time of purchase.

Battery performance naturally varies depending on usage, settings, network strength, and installed applications.

Battery drain or reduced runtime alone does not automatically indicate a defect unless the battery fails to function within reasonable expectations under Australian Consumer Law.

5. Major Failure (ACL Definition)

Under Australian Consumer Law, a product has a major failure if:

  • It would not have been purchased if the issue was known

  • It is substantially unfit for its normal purpose

  • It is unsafe

  • It cannot be repaired within a reasonable time

Where a major failure is confirmed, you may choose a refund or replacement.

6. How to Lodge a Return or Warranty Claim

To initiate a return or warranty claim:

  1. Email support@techup.au

  2. Provide:

    • Your order number

    • A detailed description of the issue

    • Photos or video evidence if requested

If your claim is approved:

  • Return instructions will be provided

  • The device must be securely packaged

  • All accounts and security locks must be removed prior to return

Failure to remove accounts may delay assessment and resolution.

7. Inspection & Assessment

All returned devices are inspected by our technical team.

If no fault is found:

  • The device may be returned to you

  • Return shipping costs may be payable

If the issue is outside warranty coverage:

  • A repair quote may be offered

We reserve the right to refuse claims where the device has been tampered with or damaged after delivery.

8. Refund Processing

Approved refunds will be processed to the original payment method.

Refund processing may take 3–7 business days depending on your payment provider.

Refunds may be withheld until the returned item has been received and inspected.

9. Return Shipping

For valid warranty claims under Australian Consumer Law:

  • We will cover return shipping where required by law.

For change-of-mind returns:

  • The customer is responsible for return shipping costs.

Our warehouse address is strictly for courier deliveries and authorised returns only and is not open to the public for customer drop-offs or pickups.

Return instructions will be provided after approval.

10. Customer Data Responsibility

Customers are responsible for:

  • Backing up personal data

  • Removing all accounts and passwords

TechUp Australia Pty Ltd is not responsible for data loss during inspection, repair, replacement, or refund processing.

11. Policy Updates

We may update this policy from time to time. The most current version will always be published on our website.