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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. Change-of-mind returns

We offer a 30-day change-of-mind return policy. If you are not satisfied with your purchase for any reason, you may return the device within 30 days of delivery, subject to the following conditions:

  • The device must be in the same condition as when it was received — no new damage, scratches, or marks.
  • The device must be returned with all original packaging and accessories.
  • All personal data, accounts (including iCloud, Google, Samsung accounts), and passwords must be removed. Factory reset must be completed before return.
  • The device must not be reported lost, stolen, or blacklisted.

Restocking fee

A $30 restocking fee will be deducted from change-of-mind refunds to cover inspection and repackaging costs. This fee is waived if you choose to receive store credit instead of a refund to your original payment method.

If accessories are missing or damaged upon return, an additional deduction of up to $50 may apply.

4. 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.

5. 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 (for warranty and faulty-device claims). For change-of-mind returns, return shipping is at the customer's expense.
  4. Inspection — upon receiving the device, we will inspect it within 3–5 business days and notify you of the outcome.

6. 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.
  • If you opted for store credit (change-of-mind returns), the credit will be issued within 2 business days of inspection and can be used on any future purchase.
  • Original shipping costs are non-refundable for change-of-mind returns. Shipping costs will be refunded for warranty or faulty-device claims.

7. 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.
  • The 30-day change-of-mind window has passed (unless the claim is under warranty or the Australian Consumer Law).

8. 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.

9. Contact us

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