Terms of service

Effortless, Secure Mobile Shopping with Frank Mobile

Frank Mobile Online Payment Options

PayPal: Quick and easy checkout with or without a PayPal account. Just choose PayPal at checkout.
Afterpay: Flexible payment in four interest-free installments. Select Afterpay at checkout if you're signed up.
Apple Pay + Google Pay: Convenient payment options for Apple Pay and Google Pay users.
Shop Pay: A seamless checkout process for Shop Pay account holders.
Credit Card Payments (Mastercard & Visa): Secure and straightforward. We offer an option to pay via Mastercard or Visa via our credit card option through Shop Pay or Shopify's native credit card portal. There are a high number of sales from fraudulent credit cards in the electronics industry. To protect our customers and ourselves, we might ask to verify identity with additional checks to ensure card ownership. We will contact you via email or phone call should we require any information from you.

Quick and Free Shipping Across Australia

Enjoy our free carbon neutral express shipping service (1-3 days) with Australia Post, dispatching every weekday excluding public holidays in Victoria.

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

Service fees vary:

Device price under $500 = $135 service fee
Device price $501-$1,200 = $252 service fee
Device price $1,201 and higher = $360 service fee

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.

For more on our warranty visit Frank Mobile Warranty.

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.

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.

Refund Methodology

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

Future Plans: Mobile Device Trade-In

Stay tuned for upcoming mobile trade-in options. For now, we recommend the Australian business Mobile Monster for your trade-in needs. You can securely trade your device in online.

OVERVIEW This website is operated by Frank Mobile. In this document, “we”, “us”, and “our” all refer to Frank Mobile. We provide this website – packed with information, tools, and services – for you, subject to your acceptance of all terms, conditions, policies, and notices stated here.

By accessing or buying from us, you're using our “Service” and agreeing to these Terms, which include additional terms and conditions and policies linked here or via hyperlink. These apply to all site users – browsers, vendors, customers, merchants, and content contributors.

Read these Terms carefully before using our site. By accessing or using any part of it, you agree to these Terms. If you don’t agree, then our website and services aren’t for you. Our Terms are an offer, and your acceptance is expressly limited to them.

New features or tools added to our store are also under these Terms. We regularly update these Terms on this page, so please keep checking. We might change parts of these Terms by posting updates on our website. It’s your job to stay updated. If you keep using the website after changes, that means you accept them.

Our store is powered by Shopify Inc., providing us with the online e-commerce platform to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS By agreeing to these Terms, you confirm that you’re at least the age of majority in your state or province, or you have consent from your legal guardian. You mustn't use our products for illegal purposes or break laws (like copyright laws) in your usage. Don’t spread viruses, worms, or destructive code. Breaking these Terms means immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS We can refuse service to anyone for any reason. Your content may be transferred unencrypted, except for credit card info which is always encrypted. Don’t copy, sell, resell, or exploit any part of our Service or website without our permission. Headings are for convenience and don’t limit the Terms.

SECTION 3 - INFORMATION ACCURACY We’re not liable if information on this site isn’t accurate, complete, or current. It’s general info – don’t rely solely on it. This site has historical info, which isn't always current. We can change the site’s content anytime without obligation to update it. You’re responsible for monitoring changes.

SECTION 4 - SERVICE AND PRICE CHANGES Product prices can change without notice. We can modify or discontinue the Service without notice. We’re not liable for any changes, price adjustments, suspensions, or discontinuances of the Service.

SECTION 5 - PRODUCTS OR SERVICES Some products or services are online-only with limited quantities. We’ve tried to display product colors and images accurately, but can’t guarantee your screen’s display. We may limit sales or quantities of our products or services, and change descriptions and pricing anytime. We don’t promise that our products or services will meet your expectations.

SECTION 6 - BILLING AND ACCOUNT ACCURACY We reserve the right to refuse any order and may limit or cancel quantities. We’ll try to notify you of changes or cancellations. Provide accurate and current purchase info. Update your account info promptly for successful transactions.

SECTION 7 - OPTIONAL TOOLS We might provide access to third-party tools, which we don’t monitor or control. Using these tools is at your own risk and discretion. Familiarize yourself with the terms provided by third-parties.

SECTION 8 - THIRD-PARTY LINKS Some content, products, or services may come from third-parties. We’re not responsible for third-party content or accuracy. Third-party complaints, claims, or questions should be directed to them.

SECTION 9 - USER COMMENTS AND FEEDBACK Your comments and feedback may be used by us freely. We’re not obliged to keep comments in confidence, pay for them, or respond to them. We can monitor, edit, or remove content that’s unlawful or violates intellectual property or these Terms. You’re responsible for your comments. They shouldn’t violate any rights or contain harmful content.

SECTION 10 - PERSONAL INFORMATION Your personal information is governed by our Privacy Policy.

SECTION 11 - ERRORS AND OMISSIONS We can correct information with errors, inaccuracies, or omissions, including after you submit an order. We don’t have to update information unless required by law.

SECTION 12 - PROHIBITED USES Using our site unlawfully or to violate laws is prohibited. Violating any of these prohibitions can result in termination of your Service.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY We don’t guarantee error-free, uninterrupted service. Service use is at your own risk. We’re not liable for any damage or loss from using our Service or products. Our liability is limited by law.

SECTION 14 - INDEMNIFICATION You agree to indemnify us against claims, including legal fees, arising from your use or misuse of our Service.

SECTION 15 - SEVERABILITY If any part of these Terms is unlawful or unenforceable, it’ll be severed, but the rest remains effective.

SECTION 16 - TERMINATION Terms apply even after termination. We can terminate your use of our Services if you don’t comply with these Terms.

SECTION 17 - ENTIRE AGREEMENT Our failure to enforce any right doesn’t waive that right. These Terms are the full agreement between you and us, overriding any prior agreements.

SECTION 18 - GOVERNING LAW These Terms are governed by Australian law.

SECTION 19 - CHANGES TO TERMS OF SERVICE Stay updated on these Terms as we may change them.

SECTION 20 - CONTACT INFORMATION For questions about these Terms, email us at accounts@frankmobile.com.au.