Refund Policy

At Frank we understand that you're buying a high value item. It's a big purchase and you're allowed to change your mind.

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.

Change of Mind Returns

30-day return policy for devices. Follow our return process for a smooth experience. Use our Returns Request Form. The more detail you provide, the faster we can get things taken care of for you.
There is a $30 restocking fee for change of mind returns within 30 days. The fee will be waived if a customer opts for store credit. There may be an additional $50 fee if accessories are not returned in their original condition.

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

Flexible Order Cancellation

Cancel your order before dispatch using the "Cancel My Order" option on our Enquiry From.
We ship at lightning speed from our HQ. This means that your order might not be eligible for cancellation if it has already been sent. However, we’ll be happy to help you initiate a return if necessary.
Refunds are processed within 3-10 business days depending on your bank and method of payment.

Refund Methodology

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

The Refund Policy

Our right to return policy is 30 days from the date of purchase. That means that we need to receive the merchandise back at Frank HQ within thirty days. Refunds are issued for product returned in the condition that it was sold. Simply repack your phone and affix the return label we send you.

Your return must be approved via email prior to you shipping it back. Please see the recommendations below. You should pack your phone safely so it is not damaged during transit.

As soon as we receive your item, the return will be processed. Your refund will be returned to the method of payment that was used to complete your order. Depending on your bank, the refund may take from two to ten business days to process.

Before you send your return

1) Please remove all user locks such as activation locks and icloud. Need to reference how to do this? Look here.

2) Fill out the return form we provide. You're sending a high value item and this helps secure the process.

3) We recommend that you take photos of the device in case something happens during transit.

You can get in touch at befrank@frankmobile.com.

For further information on exchanges and warranty please view our FAQ's page.