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Warranty & Returns Policy

Last updated: 13 February 2025

1. Australian Consumer Law guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). 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.

Nothing in this policy limits or overrides your statutory rights.

2. Our 12-month warranty

Every certified refurbished device purchased from Reflow Hub comes with a 12-month warranty from the date of delivery. This warranty covers defects in functionality that are not disclosed in the product listing or attributable to normal wear and tear.

What is covered

  • Hardware defects — e.g. screen, speaker, microphone, charging port, buttons, cameras, sensors.
  • Battery — if battery health drops below 80% within the warranty period (where battery health was reported at time of sale).
  • Software issues caused by hardware failure.

What is not covered

  • Cosmetic wear — scratches, dents, or marks consistent with the listed grade at the time of purchase.
  • Accidental damage — drops, impacts, cracked screens, liquid/water damage, or exposure to extreme conditions.
  • Water resistance — refurbished devices may not retain their original water-resistance rating. Water damage is not covered under warranty.
  • Unauthorised modifications — repairs or modifications performed by anyone other than Reflow Hub or an authorised service provider.
  • Software issues — problems caused by third-party software, jailbreaking, rooting, or user-installed updates.
  • Misuse or neglect — failure to follow manufacturer care instructions.
  • Accessories — cables, chargers, and other accessories included with the device (unless separately warranted).

3. Faulty device returns

If your device develops a fault covered by our warranty or the Australian Consumer Law guarantees, you are entitled to a remedy at no cost to you.

Major failure

If the fault constitutes a major failure (the device would not have been purchased by a reasonable consumer had they known about the issue, the device is substantially unfit for its normal purpose, or the device is unsafe), you may choose:

  • a full refund, or
  • a replacement device of the same or equivalent model.

Minor failure

If the fault is minor and can be repaired within a reasonable time, we may choose to:

  • repair the device,
  • replace the device, or
  • provide a refund.

4. How to make a claim

To initiate a return or warranty claim:

  1. Contact us — email team@reflowhub.com or message us on WhatsApp with your order number and a description of the issue.
  2. Provide evidence — for warranty claims, please include at least 4 clear photos showing the fault, plus a brief description of the problem. We may ask for additional information or video.
  3. Ship the device — once your return is authorised, we will provide a prepaid return shipping label.
  4. Inspection — upon receiving the device, we will inspect it within 3–5 business days and notify you of the outcome.

5. Refund process

  • Refunds are processed to the original payment method used at checkout.
  • Refunds typically appear on your statement within 5–10 business days after approval, depending on your bank or card issuer.
  • Shipping costs will be refunded for warranty or faulty-device claims.

6. Devices not eligible for return

We cannot accept returns in the following circumstances:

  • The device has been damaged after delivery (e.g. cracked screen, water damage) outside of a warranty claim.
  • The device has been reported lost or stolen, or has been blacklisted.
  • An iCloud Activation Lock, Google FRP lock, or Samsung account lock has not been removed.
  • The device has been modified, repaired, or tampered with by an unauthorised party.

7. Invalid warranty claims

If we receive a device for a warranty claim and determine that the fault is not covered (e.g. accidental damage, water damage, unauthorised repair), we will notify you and offer to return the device. In this case, return shipping will be at your expense.

8. Contact us

For warranty claims, returns, or any questions about this policy: