Some of these products cannot be returned or Exchanged – usually due to health and safety reasons. Such products are specified as “Non-Refundable” in product listing.
The return policy does not apply to second-hand products.
Your Rights Under the Australian Consumer Law
When purchasing goods and services from a business, consumers are provided with automatic guarantees and rights under the Australian Consumer Law (ACL).
The ACL states that goods must match any descriptions provided, be safe, lasting, and with no faults, and function as they are meant to. Services must be provided with acceptable care, skill, and technical knowledge and give the results that the consumer and the business have agreed on. These guarantees and rights provided by the ACL are known as ‘Consumer Guarantees’.
While MOBIHUB provides our own guarantees under the MOBIHUB Customer Charter, our goods also come with the benefit of the Consumer Guarantees that cannot be excluded under the Australian Consumer Law. These Guarantees mean that you are entitled to a replacement or refund for a major failure and compensation for any 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.
Consumer Guarantees generally apply for an amount of time that can be considered reasonable given factors such as the type and cost of the product or any representations made regarding the good’s longevity.
Change of Mind Returns
MOBIHUB understands that you will not always be able to test and handle our products prior to purchase and that’s why we are proud to offer a 14-day Return Policy for many of our products.
Whilst we offer a 14-day Return Policy for many of our products, you should also note that Consumer Guarantees do not apply if you simply change your mind, find the item cheaper elsewhere, decide you did not like the purchase, or have no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing.
Manufacturer Support – Faulty Products & Consumer Guarantees
In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy than us. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.
You may prefer to contact the manufacturer directly to seek a resolution rather than MOBIHUB.
If you would prefer MOBIHUB to assist you, and choose not to go to the manufacturer, then our team will of course be happy to assist you.
MOBIHUB provides a Marketplace that allows retailers to list their items on the MOBIHUB store and sell their items directly to you. Marketplace sales are indicated with a Marketplace icon and retailer name directly above the product price on the listing.
Marketplace retailers accept all responsibility for their listings, and any assistance required in providing a remedy in line with your Consumer Guarantees. The Terms & Conditions for each Marketplace Retailer can be accessed from the relevant listing.
For Marketplace purchases, you can contact the retailer directly through your account dashboard by selecting the relevant order and choosing “Contact Support”. In the event that you are unhappy with the remedy offered by the Marketplace Retailer, or you believe the remedy is not in accordance with the ACL, please request the retailer to escalate your claim to a MOBIHUB representative and we will be more than happy to assist you.
MOBIHUB Support – Faulty Products & Consumer Guarantees
MOBIHUB will provide a repair, replacement or refund in accordance with the MOBIHUB return assessment as explained in the table below. The MOBIHUB return assessment outlines the minimum remedies we will provide and the minimum time periods in which these are offered. These minimum time periods and remedies do not supersede your rights and guarantees under the ACL.
If a product has become fault, or is no longer of acceptable quality as outlined in the ACL, please contact MOBIHUB via your account dashboard or email. You will need to provide proof of purchase in the form of an order reference, a copy of your invoice, or by contacting us using the email address that was used to complete the order. MOBIHUB may request further evidence of the reported fault in the form of photos or video and may provide some simple troubleshooting steps prior to proceeding with a claim. This information is important in order to confirm that the item is faulty and that this was not the result of misuse or accidental damage. MOBIHUB reserves the right to have returned goods assessed at a nominated repair Centre within a reasonable timeframe to determine the nature of any issues and whether the goods are faulty or otherwise not as described.
You are required to return any accessories that were originally provided along with the product. This can include power adapters, charging adapters and cables. Where possible, we recommend that you retain the original packaging to ensure safe transit of your product to our returns or repair centres. Should a replacement or refund be provided, it is a requirement that you have made your best effort to return all included accessories provided with the purchase.
MOBIHUB reserves the right to not provide a remedy in accordance with MOBIHUB return assessment where the fault in the goods was caused by an accident that occurred after the unit was delivered or is due to misuse or incorrect/unauthorised installation, an unauthorised modification (hardware or software), where the goods have been misused or used other than for their disclosed purpose. The MOBIHUB return assessment does not apply to general wear and tear and normal ageing of the product.