An eligible device is undamaged and in Good Working Order if it is fully functional and not physically damaged beyond normal wear and tear, as reasonably determined by us. This also applies to a modem.

For example, an eligible device / modem will be in Good Working Order if it:

• • Turns on and off
  • Has a fully functional touchscreen, if applicable (e.g. doesn't have screen burn or display defects) and battery
  • Isn't physically damaged (e.g. doesn't have liquid damage, cracked, bent, discoloured, bleeding screen (LCD) or casing, doesn't have any missing buttons or damage to other components such as charging ports or SIM tray)
  • Doesn't have any missing, disassembled, customised or non-genuine parts (other than parts used for repair under a manufacturer's warranty or under the Australian Consumer Law)
  • Isn't cracked (including the touchscreen) and doesn't have any major scratches (normal wear and tear such as light marks and scratches are acceptable)
  • Has all locking features disabled (e.g. find my iPhone on an iOS device, Touch ID, pass code and PIN code)
  • Isn't IMEI blocked; and
  • Is the same eligible device / modem you obtained from us, pursuant to the associated eligible device payment plan
    
    

Note. Final Good Working Order determination is made once the device is returned.

We cannot process a device return if the device is locked. Removing locks from your phone includes screen locks and PIN codes.

For Android devices, make sure to:

• • Remove your Google Account
  • Disable Google Factory Reset Protection
  • Turn off Samsung Activation / Reactivation lock (Samsung only)
    
    

For Apple phones, please disable:

• • Find my iPhone
  • Activation lock
  • Deactivate Apple ID
    
    

For more information on your specific device, see our Device Guides.

You must also wipe the Mobile device clean of all personal and confidential information before returning it. To delete data from your phone, see these instructions on how to perform a factory reset on iPhone. Here's how to factory reset your Android phone.

Before resetting your device, make sure to back up all the data stored on your phone and remove your SIM and memory cards.

If your device has battery related issues such as a swollen battery / device, is generating unusual heat or emitting an odour, it isn't safe to send.

Even if you arranged through Optus to return it via Australia Post, to ensure we can return the device with appropriate packaging and care, this device must be returned via an Optus Store.