Returns Policy: Refurbished Devices
Effective Date: 29 Nov 2025
1. Purpose & Scope
This policy applies to refurbished devices and accessories purchased directly from Bendigo Smartphones. It outlines your rights regarding refunds, returns, and exchanges.
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 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.
2. Change of Mind
We do not offer refunds or exchanges for "Change of Mind". Please choose carefully. We are not required to provide a refund or replacement if you simply:
- Change your mind after the purchase.
- Find the item cheaper elsewhere.
- Decide you do not like the colour, model, or features.
- Have no use for the device.
3. Returns for Faulty Devices
If your device develops a fault, the remedy depends on the severity of the issue, in accordance with the ACL.
A. Major Failure
A "Major Failure" includes situations where the device:
- Is unsafe.
- Is significantly different from the description.
- Substantially fails to do what it is meant to do, and cannot be fixed easily.
Remedy: You may choose a refund or a replacement of similar value.
B. Minor Failure
A "Minor Failure" is a fault that can be fixed within a reasonable time (e.g., a faulty charging port or microphone).
Remedy: Bendigo Smartphones will elect to repair the device free of charge. If we cannot repair it, we may replace it. You are not entitled to an automatic refund for minor failures.
4. Eligibility & Exclusions
To be eligible for a return or remedy, you must provide proof of purchase (receipt). We will not accept returns or provide refunds if the device:
- Has Physical Damage: Cracks, dents, deep scratches, or bent frames incurred after the sale.
- Has Liquid Damage: Evidence of water ingress or corrosion.
- Has Been Tampered With: Opened by a third-party repairer or the customer.
- Is Account Locked: You must remove all personal accounts (iCloud, Google Account, Samsung Pass) before returning a device. If a device is locked to your account, we cannot process a refund or exchange.
- Software Modifications: Evidence of "Jailbreaking," "Rooting," or installing unauthorized software.
Note: Accessories (cases, cables) are non-refundable unless they are proven to be faulty due to a manufacturing defect.
5. The Return Process
- Contact Us: Visit our store at 5 King Street, Bendigo or call (03) 4416 2838.
- Assessment: We must inspect the device to verify the fault. We reserve the right to send the device to a technician for detailed diagnostics (up to 48 hours) if the fault is intermittent or requires internal inspection.
- Resolution: Once the fault is verified, we will process your repair, replacement, or refund immediately.
6. Trade-In Policy
If you utilized a "Trade-In" device to lower the purchase price of your new phone:
- Trade-Ins are Final: Once you hand over your old device and complete the transaction, ownership of the old device passes irrevocably to Bendigo Smartphones. We cannot return your old device to you, even if you return the new device.
- Refund Calculation: If you are entitled to a refund for the new device (e.g., due to a Major Failure), we will refund the amount you actually paid + the trade-in value credited on your receipt. We will not return the physical trade-in device.
7. Limitation of Liability
Bendigo Smartphones is not responsible for any personal data left on returned devices. It is your responsibility to back up your data and factory reset the device before returning it.
8. Contact Information
Bendigo Smartphones
5 King Street, Bendigo VIC 3550
(03) 4416 2838