Optus Returns Policy
- Should you need to return any accessories, equipment, SIM card and/or handset (where applicable, such as ordering errors, wrong device received, etc.) to Optus, please contact us within 14 days of receiving your delivery. A representative will then discuss your options, if there are any applicable fees and explain how to return the goods
- Returns are not accepted for ‘change of mind’ scenarios
- If the goods are returned opened, used, damaged or incomplete, where entitled to do so, Optus may charge you by debiting your previously nominated credit card or Optus account
- This policy does not apply to any exchange or returns in relation to the consumer guarantees under the Australian Consumer Law. For more information about consumer guarantees under Australian Consumer Law, see above
Manufacturer’s warranty
When you purchase a device or accessory from Optus it is covered by a manufacturer’s warranty.
A manufacturer’s warranty generally covers manufacturing faults with the product. For example, you have received your device but it won’t turn on.
Physical damage to a device or accessory, or lost or stolen devices or accessories are generally not covered under a manufacturer’s warranty
The length of the manufacturer’s warranty can vary between providers and differ depending on the type of device or accessory. You should check the manufacturer’s website for more information:
Note: A manufacturer’s warranty is in addition to your statutory rights under the Australian Consumer Law. Read more about your rights below under ‘Consumer Guarantees’.
If your device or accessory is under a manufacturer’s warranty, and we find the fault is due to a manufacturer’s defect, it will be repaired or replaced with a new or refurbished device at no additional cost to you.
Find out how to organise a repair or replacement with us here.
Not sure if your device or accessory bought with a mobile device is covered under a manufacturer’s warranty? Contact us for assistance.
Consumer guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Consumer guarantees apply regardless of any manufacturer’s warranty or Optus polices and can apply even after the manufacturer’s warranty has ended.
This includes a guarantee that products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time, having regard to factors like the type of product and its cost.
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.
If you have a consumer guarantee question or need help, you can contact us.
For more information about Consumer Guarantees and your return rights, please visit the ACCC website.
Warranty periods
If you purchased a device from Optus it will be covered by any applicable manufacturer's warranty. Manufacturers' warranties cover any manufacturing-related faults and are supported by both Optus and the device manufacturer.
A manufacturer's warranty can last 24 months (see above for a list of all manufacturers).
In addition to any manufacturer's warranty, the following applies:
Optus supports customers with any minor or major device faults, as per the consumer guarantees under Australian Consumer Law.
Depending on the age, value and condition of the device, Optus will cover the device for a reasonable period of time.
Not sure if your device is covered under warranty? Contact us for assistance.
Out of warranty claims
Manufacturer's defects are covered by warranty, but many warranties don’t cover devices or accessories that are physically damaged, lost or stolen.
We can help you with most device repairs whether or not your product is still under warranty, but costs may apply for out-of-warranty repairs.
Note. For devices purchased outright, or Optus Prepaid devices, we can only assist with repairs or replacements when the device is still under warranty. We don't offer out-of-warranty repairs for these devices.
If you have Optus Device Protect insurance, you may able to make a claim for the damage. Visit our Device Protect Insurance for more information on how to make a claim.
What if my device is damaged?
The manufacturer’s warranty, our policies, and Consumer Guarantees don’t apply if your device or accessory is damaged.
Damage can include exposing a device to moisture (usually referred to as ‘liquid ingress’), any physical damage caused by dropping the device, or weather events such as storms, etc.
However, in most cases we can still help you:
- You just may need to pay a fee to have your device repaired or replacement
- We’ll provide you with a quote after we’ve assessed your device. Find out how to organise a repair
Note. For devices purchased outright, we can only assist with repairs or replacements when the device is still under warranty. We don't offer out-of-warranty repairs for these devices.
What if there's an error or problem with your order / delivery?
Please contact us for assistance.