Order Cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

  • you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
  • you receive the wrong item
  • you do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

Please communicate with us and we will take care of your problems. Give us some time to investigate and communicate with the manufacturers or shipping. We will get back to you and will handle your complaint with highest professionalism.

Please take the time to read the policy for everything you need to know about returning or exchanging your order.

Please email us your complaints with few photos (product) and we will start looking into the best possible solutions.

Ete mobile only accepts returns of items in the following cases. All returns must be accompanied by an approved RMA.

In all cases, any refunds, store credits or exchanges will only be issued once the returned items have been received and assessed by Ete mobile team or manufacturing team.

Refunds will be processed in the same method as original order payment.

Unopened Box Return:  within 14 days.
– Item has not been opened or used in anyway
– Buyer must return complete sales package (including all accessories) at own expense within 14 days
– Refund or Store Credit to the value of the item’s purchase price, less any shipping fees
– If a Free Shipping promotion or discount applied to the original order, then a nominal $15 shipping fee will apply
– Submit Unopened Box Return RMA with image which clearly displays condition of item to be returned

Opened Box Return: within 14 days.
– Item has been opened and/or used, but is still in “as new” condition (ie no visible marks, scratches or signs of damage)
– Buyer must return complete sales package (including all accessories) at own expense within 14 days
– Refund or Store Credit to the value of the item’s purchase price, less any shipping fees and a 25% re-stocking fee
– If a Free Shipping promotion or discount applied to the original order, then a nominal $15 shipping fee will apply
– Submit Opened Box Return RMA with image which clearly displays condition of item to be returned

Incorrect Item Supplied: within 14 days.
– Item supplied is significantly different to the item ordered (ie wrong model, wrong colour, wrong size, incorrectly advertised specifications)
– Buyer must advise Ete mobile (via email) within 48 hours of receiving item of the discrepancy
– Ete mobile will provide a Return Postage Label for the return of the product
– Once received, either a full refund (including shipping fees) or re-supply if the correct item is available
– Submit Incorrect Item Return RMA with image of item to be returned

Please take care to note what frequencies are used by your telco provider in your area, to make sure the device you have chosen is suitable.

If an item is faulty, please visit our Warranty Info page.

WARRANTY INFORMATION

Warranty is an important issue to consider when buying electronic products, especially when purchasing online. We aim to clearly outline the warranty terms and procedures below, so buyers can easily know what to do if a warranty issue arises.

To ensure you are able to fulfill the requirements of the warranty provider, it is recommended that you retain all packaging and accessories for a minimum of 30 days and your proof of purchase documentation (eg invoice).

As this website advertises products from various sellers, please take note of the differing terms and procedures of each seller.

SELLER: ETE MOBILE

All items sold and supplied by Ete mobile (AUS) include manufacturer warranty. The duration, terms and conditions of this warranty is as specified by the manufacturer. Warranty is not provided by the seller. For full details, please contact the manufacturer’s customer service.

Some manufacturers offer an Early Life Failure (E.L.F) Replacement Policy on their products if they fail within a certain timeframe after purchase. This is usually 14 or 30 days. If your item develops a fault within this E.L.F period, please complete and submit an ELF/DOA Replacement RMA immediately.

If your item develops a fault outside the E.L.F period but within the warranty period, please contact the manufacturer’s customer service directly and they will advise of the nearest service centre for repair. Items should not be returned to the seller as we are not authorized to perform repairs on behalf of the manufacturer.

SELLER: ETE MOBILE

Ete mobile as the seller provides the warranty on all their products, as the majority of electronics manufacturers do not offer an international warranty. Please refer any problems with the manufacturer as we do not have any service agent at our office.

Standard Free:

  • 12 Months Australia-wide Warranty
  • DOA replacement within the first 48 hours of delivery
  • Repair guarantee: within 30 days, generally 7 days, and replacement phone or store credit offered if unable to repair within guaranteed timeframe
  • Return postage to manufacturer’s repair center is at Buyer’s expense
  • Free delivery of repaired/replaced devices
  • In the event of a refund, postage costs are not refundable

Extended Warranty:

  • An additional extended warranty may be purchased.

The following conditions will VOID all warranty:

  • Physical Damage – such as broken or cracked screens, broken sim reader terminals or any other damage caused by physical trauma, impact or pressure to the device
  • Liquid Ingression – evident by corrosion to internal components or activation/tampering of liquid indicator stickers
  • Software Tampering – such as jailbreaking or rooting of devices with non-approved 3rd party software
  • Hardware Tampering – such as opening of housings or self-repair

Dead Pixels: If there are less than 9 dead pixels discovered on LCD screen – Item/s will NOT be considered as DOA as Manufactures do not offer repair, replacement or refund, unless the dead pixels are at the centre of the screen.

 What is not covered by my Limited Warranty?

This Limited Warranty does not cover user manuals or any third party software, any software updates, settings, content, data or links, whether included or downloaded during installment, assembly, shipping or at any other time in the delivery chain or otherwise and in any way acquired by you.

To the extent permitted by applicable law, Ete mobile Direct does not warrant that any manufacture’s software will: meet your requirements; work in combination with any hardware or software applications provided by a third party, or; that the operation of the software will be uninterrupted or error free.

Ete mobile Direct does not extend to: normal wear and tear (including, without limitation, wear and tear of camera lenses, batteries or displays); transport costs, unless specified in your warranty option; defects caused by rough handling, including, without limitation, defects caused by sharp items, bending, compressing or dropping; defects or damage caused by misuse of the item, including use that is contrary to the instructions provided by the manufacturer (as set out in the item’s user guide), or; any other acts beyond the reasonable control of Ete mobile Direct.

This Limited Warranty does not cover defects or alleged defects where the item was used with, or connected to, a product, accessories, software and/or service not manufactured, supplied or authorized by Ete mobile Direct, or was used otherwise than for its intended use. Defects are often caused by viruses from unauthorized access to services, other accounts, computer systems or networks. This unauthorized access can take place through hacking, password-mining, and a variety of other means.

This Limited Warranty does not cover defects where the battery has been short-circuited, or where the seals of the battery enclosure or the cells are broken and show evidence of tampering. Further, the Limited Warranty does not cover defects where the battery has been used in items other than those for which it has been specified.

This Limited Warranty does not apply if the item has been opened, modified or repaired by anyone other than an authorized service centre, or if it is repaired using unauthorized spare parts. Further, the Limited Warranty does not apply if the item’s serial number, mobile accessory date code, or IMEI number has been removed, erased, defaced, altered or made illegible in any way. This will be determined at the sole discretion of Ete mobile Direct and our authorized agents.

This Limited Warranty does not apply if the item has been exposed to: moisture; dampness (irrespective of Manufacturer’s water-resistance claims); extreme thermal or environmental conditions; rapidly changing thermal or environmental conditions; corrosion; oxidation; spillage of food or liquid, or; influence from chemical product.

This Limited Warranty does not cover incorrect selection of your item for your purposes. It is your responsibility to determine what specifications are required to fulfill your needs and select your purchase accordingly. For example, please take care to note what frequencies are used by your telco provider in your area, to make sure the device you have chosen is suitable.

Important Note about Import Stock:

The ete Mobile Group tries to provide accurate specifications for individual devices, however, final responsibility for compliance and suitability for local purpose. Please be aware that as stock is sourced from around the globe, it is not uncommon for packaging seals to be broken or removed. There are various reasons why this may be done such as; to inspect package contents, insert compatible chargers or adaptors, network unlock or region unlock devices, or update language settings. Be assured that devices are still Brand New and have not been used in any other way.

Tax may be levied in Import Stock, with respect to the goods by tax and customs authorities in Australia and/or the country the goods are shipped from. For the purpose of customs and border processing, the end customer is the importer of the product and will be liable for any such taxes. Currently, items imported into Australia valued less than $1000AUD do not incur any import taxes or duties.