Refund policy
Refund & Returns Policy
Koala Mobile Limited
Last updated: Sept 2025
We want you to be happy with your purchase. If something isn’t right, here’s how returns work.
15-Day Change-of-Mind Returns
You may return any phone within 15 days of delivery for a refund, provided:
• The phone is in the same condition you received it (no new scratches, scuffs, or damage)
• All original packaging and accessories are included
• The phone has not been activated, locked to an account, or had its IMEI reported
Return shipping for change-of-mind returns is the buyer’s responsibility. Refunds are issued to the original payment method within 5 business days of us receiving and inspecting the phone.
30-Day Functional Warranty (Refurbished Phones)
Refurbished phones come with a 30-day warranty covering functional faults that aren’t caused by misuse. If your phone develops a fault within 30 days, we will repair it, replace it, or refund you — at our discretion.
This warranty does not cover:
• Accidental damage (drops, water damage, cracked screens)
• Cosmetic wear matching the listed grade
• Issues caused by jailbreaking, rooting, or third-party modifications
Faulty or Wrong Item
If your phone arrives faulty, damaged, or different from what was advertised, contact us within 7 days. We’ll arrange a return at our cost and either replace the phone, repair it, or refund you in full.
Your Statutory Rights
Nothing in this policy limits your rights under Australian Consumer Law, the Consumer Guarantees Act (NZ), the Consumer Rights Act (UK), or equivalent law in your country.
How to Start a Return
1. Email us at support@koala-mobile.com with your order number and a brief description of the issue (with photos if relevant)
2. We’ll reply within 1–2 business days with return instructions and a return address
3. Pack the phone securely and ship it back tracked
4. Once we receive and inspect it, we’ll process your refund or replacement
Contact
Koala Mobile
Email: support@koala-mobile.com
Website: koala-mobile.com