Warranty: Your warranty is provided by Frank Mobile Pty Ltd ("Frank Mobile"). The default warranty length is 12 months from the day of purchase. Extended warranties (24 months total) may be offered on some products. To purchase a Frank Mobile Extended Warranty it must be added to your order at the time of purchase. This extended warranty covers you for 24 months and includes Accidental Damage Protection. If a defect arises within the warranty period, Frank Mobile, at its sole discretion, will provide a replacement device, store credit, or refund, depending on the situation, age of your order, and your preference. We do not offer repairs.

Easy Returns and Dependable Warranty

• Faulty device? You can return it within 30 days. Changed your mind? That's okay too. We have a 30 day change of mind return policy.
• Post-30 days? Faults and technical issues are covered under our standard warranty service that is included with your device.
• Your standard Frank Mobile Warranty offers coverage for 12 months from the date of purchase. 
• Making a claim? Select the warranty claim option on our returns page. 
• What are your options in case of faults? Replacement, store credit, or refund. We’ll make a suitable recommendation based on your situation. Contact us with details and fault description. Including all of the necessary information (like your order number and images) can help us take care of your situation quickly.

Important Return Guidelines

• We provide a label for free express return shipping. 
• Protect your device during return as we’re not liable for in-transit damages.
• Return authorisation must be obtained via email prior to sending the product(s) back. Unauthorised returns will not be sent to the correct address and may be lost. Frank Mobile takes no responsibility for any lost items if you do not use our provided return label.
• The device must be sent back unlocked and in its original condition. (No iCloud/activation lock should be on the device.) Your return is not eligible if it is locked to your account, has user damage or is damaged by liquid ingress.
• Our technicians must be able to verify reported device faults. If no fault is verified and 30 days has passed since the original purchase date, the device will be returned to the customer.
• Any signs of tampering or unauthorised third party repairs will cause the return to be rejected, and the device will be returned to the customer.
• Open accessories are not returnable.
• Frank Mobile is unable to offer change of mind returns for accessory purchases.
• Correct email details are crucial for communication. Make sure you provide your email on the enquiry form. If you have not received a response within 48 hours please check your junk mail. You can reach us at befrank@frankmobile.com.au

Warranty and Repair Services

• Frank Mobile does not offer repair services. While we recognise a consumer's right to choose a third party repairer for any required repairs; Frank Mobile may inspect the repairs and can reject the return if it is deemed to be poor quality. 
• If you have your device repaired by an unauthorised third party your warranty is void.
• Your Frank Mobile device includes a standard 12-month warranty. This covers technical defects and faults to the device. This does not cover user damage and liquid ingress. 
• On some devices there is an option to purchase a Frank Mobile Extended Warranty. This warranty extends your coverage to 24 months for faults and defects. The extended warranty also Includes Accidental Damage Protection. 
• Your extended warranty must be added to your order at the time of purchase.
• Extended warranties apply to one phone per order. Please add additional extended warranties for each phone on the order (if additional coverage is desired).
• To make a warranty claim contact us using our Enquiry Form.

Accidental Damage Protection (Service Fee)

• We offer Accidental Damage Protection for phones with our 24 Month Extended Warranty. This offers you coverage for mishandling and unexpected accidents.

For example:

• Damage to the screen or back panel, such as cracks or breakages.
• Damage to the device's structure due to impact.
• Depending on your date of purchase your item might also be protected against damage from liquid spills, extreme weather conditions, or fire (applicable for orders placed during and after May 2023).

This does not cover:

• Loss, theft, or misplacement of items.
• Damage resulting from the negligent or willful damage of the device.
• Regular wear and tear from daily usage, such as minor scratches or the natural decline in battery health.
• Damage to software systems or hardware caused by software applications, electronic data, or other digital content within your device.
• Water damage (applicable to orders placed before May 2023). As of May 2023 Spills and water damage are included in Accidental Damage Protection.

Service fees vary:

• Device price under $500 = $109 service fee
• Device price $501-$1,200 = $209 service fee
• Device price $1,201 and higher = $309 service fee

Contact us with details / damage photos for claims. Unauthorised repairs void this offer. 

• Limited to one claim per device.
• Accidental Damage Protection is for phones only and cannot be applied to other items such as tablets, laptops or accessories. 
• Ownership of the Frank Mobile Extended 24 Month Warranty and Accidental Damage Protection cannot be transferred between customers. Frank Mobile is not liable for lost user data.

Refund Methodology

• Refunds are processed back to the original payment method. No exceptions.  

Please ensure your email address is typed correctly on the enquiry form. You will not receive our reply if there is a typo. If you haven't heard from us by the end of the next business day, please check your junk mail filter to see if our reply has been flagged by your email client.

Opened accessories, such as cases, tempered glass, etc. cannot be returned, and will not be returned to the customer if sent to us without authorization. We cannot compensate for related purchases made via other retailers.