Terms, Warranty & Returns

Terms & Conditions

These Terms & Conditions apply to purchases, repair services, bookings and other services provided by Mobile Repair Services Express (“we”, “us”, “our”) through our website, online store and mobile repair service.

By placing an order, booking a repair or using our services, you agree to these Terms & Conditions.

1. Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL), including consumer guarantees that cannot legally be excluded.

For major failures with a service, you may be entitled to cancel the service contract and receive a refund for the unused portion, or compensation for its reduced value. You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee. For goods, where there is a major failure, you may be entitled to choose a refund or replacement. Where a failure is not major, you may generally be entitled to have the goods repaired or replaced within a reasonable time.

2. Phone and Tablet Repairs

We provide repair services for compatible phones, tablets and other electronic devices.

Before commencing a repair, we may inspect and assess the device to determine the reported fault, any additional faults, the condition of the device, whether the requested repair is technically possible, whether additional parts or labour may be required, and whether the repair is commercially or technically viable.

A quoted repair price may be subject to inspection where the condition of the device cannot reasonably be determined before inspection. If additional work is required that was not included in the original approved repair, we will seek customer approval where reasonably practicable before carrying out additional chargeable work.

3. Repair Authorisation

By approving a repair, you authorise us to carry out the agreed repair service. You confirm that you have authority to provide the device to us and authorise the requested work. We may decline a repair where the device presents an unreasonable safety risk, cannot reasonably be repaired, is excessively damaged, has evidence of liquid contamination or presents another technical or operational risk.

4. Data, Passwords and Device Security

Customers are responsible for backing up their data before submitting a device for repair. Repair work may require restarting, resetting, updating, testing or otherwise interacting with the device. We recommend that customers maintain a current backup before handing over their device. We are not responsible for loss of data where the loss results from circumstances outside our reasonable control or where the repair necessarily requires procedures that may affect stored data.

Customers may be required to provide appropriate access information where necessary to perform and test the repair. Customers must disable relevant security features, including Find My iPhone, Activation Lock, Google device protection or similar security systems, where required to complete the repair. We will not assist with bypassing security protections without appropriate authorisation.

5. Repair Notice

Where required by Australian Consumer Law, we will provide a written repair notice before accepting the device for repair. This may include information about the possibility of data loss and the use of refurbished or reconditioned goods or parts where applicable.

6. Replacement and Refurbished Parts

Depending on the repair selected, parts may be new, aftermarket, refurbished or reconditioned, manufacturer-equivalent, or otherwise compatible replacement components. The type and quality of part supplied will be identified where reasonably practicable.

We will not describe a part as “genuine”, “OEM”, “original” or equivalent unless that description is accurate and can reasonably be substantiated. Where a customer specifically requests a particular type or quality of component, the requested specification will be confirmed before the repair where appropriate.

7. Existing Damage and Additional Faults

Devices may have pre-existing damage or faults unrelated to the requested repair. Examples include cracked screens or housings, bent frames, liquid damage, corrosion, damaged connectors, previous repair damage, missing screws or components, damaged cables or flexes, battery swelling, internal component damage, or other faults discovered during inspection.

Where reasonably practicable, we will document significant pre-existing damage before commencing work. A repair to one component may reveal or affect another pre-existing fault. Where this occurs, we will assess the issue and discuss available options with the customer.

8. Repair Warranty

Our standard voluntary repair warranty is 12 months on phone parts and workmanship, unless a different period is stated on the repair invoice or repair documentation. The warranty period, coverage and exclusions will be clearly stated at the time of repair.

The voluntary repair warranty does not replace or restrict the customer's rights under the Australian Consumer Law. Where a customer makes a warranty claim, we may inspect and test the device to determine whether the reported issue is covered.

The voluntary repair warranty does not cover damage or faults caused by accidental damage, drops or impact, crushing or bending, liquid or moisture exposure, misuse or abuse, unauthorised repair or modification, further damage after the repair, damage to unrelated components, normal wear and tear, misuse of the device, software or operating-system issues unrelated to the repair, or other circumstances identified in the repair warranty documentation. These exclusions do not remove any rights the customer has under the Australian Consumer Law.

9. Accessories

Accessories sold by us may include cases, screen protectors, chargers, cables, power banks, magnetic accessories, tablet accessories and other products. Product descriptions, compatibility information and specifications are provided based on information reasonably available to us. Customers should check device compatibility before purchasing. Where our website identifies a product as compatible with a particular device, we will take reasonable steps to ensure the compatibility information is accurate.

10. Accessory Warranty

Accessories may be covered by a manufacturer's warranty, supplier warranty or our own voluntary warranty, depending on the product. The applicable warranty period will be stated on the product listing, receipt, invoice or warranty documentation where applicable. A voluntary warranty does not replace or limit the customer's rights under the Australian Consumer Law.

11. Faulty Goods

If an accessory or other product develops a fault, please contact us as soon as reasonably practicable. We may need to inspect or test the product before determining the appropriate remedy. Where the product has a minor problem, we may repair or replace it within a reasonable time. Where the product has a major failure, the customer may have the right to choose a refund or replacement in accordance with the Australian Consumer Law. We will not require a customer to deal only with the manufacturer where the customer has rights against us as the supplier.

12. Change of Mind

Unless otherwise stated, we do not provide refunds simply because a customer changed their mind, ordered the wrong product, selected the wrong model, no longer wants the product, found the product cheaper elsewhere, or has no further use for the product. This does not affect any rights available to the customer under the Australian Consumer Law. Where we voluntarily offer a change-of-mind return, any conditions of that voluntary policy will be displayed at the time of purchase.

13. Online Orders

Customers are responsible for ensuring that the information supplied during checkout is correct, including name, phone number, email address, delivery address, suburb, state, postcode and selected product or device model. We are not responsible for delays caused by incorrect information supplied by the customer.

14. Product Availability

Products displayed online may be subject to availability. Where an item becomes unavailable after an order has been placed, we will contact the customer and provide an appropriate option, which may include a replacement product, alternative product or refund where applicable.

15. Pricing

Prices are displayed in Australian dollars unless otherwise stated. Prices may change without notice before an order is placed. Once an order has been accepted and paid for, we will generally honour the agreed purchase price, subject to correction of genuine pricing or technical errors and applicable consumer law.

16. Repair Times

Repair time estimates are estimates only unless we have expressly agreed to a guaranteed completion time. Repair times may be affected by parts availability, supplier delays, additional faults, testing requirements, device condition, repair complexity, shipping delays, or circumstances outside our reasonable control. Where there is an unreasonable delay in supplying a service, the customer's rights under the Australian Consumer Law continue to apply.

17. Uncollected Devices

Customers should collect repaired devices within the collection period communicated by us. If a device remains uncollected, we may contact the customer using the contact information supplied. Any handling, storage or other charges will only be applied where legally permitted and where the applicable charge has been clearly disclosed. We will not treat an uncollected device as abandoned without following applicable legal requirements.

18. Payments

Payment must be made using the payment methods made available by us. We do not store complete payment card details on our own systems where payment processing is handled by an external payment provider.

19. Privacy

Personal information will be handled in accordance with our Privacy Policy. Customers should not provide unnecessary passwords, authentication codes or other sensitive information.

20. Limitation of Liability

Nothing in these Terms excludes liability or rights that cannot legally be excluded under Australian law. To the extent permitted by law, we are not responsible for loss caused by circumstances outside our reasonable control. Nothing in this section limits a customer's rights under the Australian Consumer Law.

21. Website Information

We take reasonable care to ensure that information displayed on our website is accurate and current. However, product availability, pricing, specifications and compatibility information may change. We may correct errors or update information where necessary.

22. Changes to These Terms

We may update these Terms from time to time. The version applying to an order or repair will generally be the version applicable when the relevant transaction was entered into, subject to any rights that cannot legally be excluded.

23. Governing Law

These Terms are governed by the laws of New South Wales and applicable Commonwealth laws of Australia.

24. Pick-up, Drop-off & Transport

• Pick-ups and drop-offs can be booked hourly between 9:00am and 6:00pm. Each visit takes 30–45 minutes, and a technician confirms every time with you before it is locked in.
• Local pick-up around Dubbo is $22. Dropping your device off to us is free, and pick-up is free when we collect 3 or more devices at once.
• We don't pick up beyond 50km of Dubbo. Customers outside that area post their device in to us.
• Postage both ways is paid by the customer. You pay Australia Post to send your device to us, and you choose and pay for tracked Australia Post return postage when you book. Mobile Repair Services Express does not cover or reimburse postage costs. If a posted-in device turns out to be unrepairable, the repair amount you paid is refunded less the flat $35 diagnostic labour fee; postage both ways is not refunded.
• Devices posted to us must be sent with Australia Post tracking, packed securely and labelled clearly with the customer's name and job number.
• Mobile Repair Services Express accepts no liability for damage or loss that occurs in transit before a device reaches us, or after a posted device leaves us. Nothing here excludes rights under the Australian Consumer Law.

Warranty, Returns & Refunds Policy

At Mobile Repair Services Express, we want our customers to receive products and repair services that meet Australian Consumer Law requirements. This policy explains our voluntary warranty arrangements and our returns and refund process.

1. Australian Consumer Law

Our products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. These rights operate automatically and are separate from any voluntary warranty offered by Mobile Repair Services Express. A voluntary warranty does not replace, reduce or remove your rights under Australian Consumer Law. Depending on the circumstances, a consumer may be entitled to a repair, replacement, refund, cancellation of a service or compensation.

2. Our Repair Warranty

We do not provide a lifetime warranty on repairs. Our standard voluntary repair warranty is 12 months on phone parts and workmanship. The applicable warranty period will be stated on the repair invoice or repair documentation. The voluntary warranty generally covers defects in the workmanship of the repair and defects in the supplied replacement component, subject to the applicable warranty terms. The warranty does not replace the customer's automatic consumer guarantees.

3. What the Repair Warranty Does Not Cover

Subject to Australian Consumer Law, the voluntary repair warranty does not cover problems caused by accidental damage, drops or impact, cracked screens or housings caused after the repair, liquid or moisture damage, corrosion, bending or crushing, misuse or abuse, unauthorised opening, repair or modification, installation of incompatible components by another person, damage to unrelated components, normal wear and tear, physical damage occurring after collection, software problems unrelated to the repair, malware or third-party software, customer modifications, or other circumstances outside the scope of the original repair. These exclusions do not prevent a customer from making a claim under Australian Consumer Law where the law provides a remedy.

4. Warranty Assessment

If you believe there is a problem with a repair, contact us as soon as reasonably practicable. We may need to inspect and test the device before determining whether the problem is covered by our voluntary repair warranty, covered by Australian Consumer Law, or caused by an unrelated fault, accidental damage or another excluded circumstance. We may request reasonable information about how the problem occurred.

5. Accessories

Accessories are covered by applicable Australian Consumer Law guarantees. Some products may also have a manufacturer's or supplier warranty. The applicable voluntary warranty period will be stated on the product listing, receipt, invoice or accompanying documentation where applicable.

6. Faulty Accessories and Products

If a product develops a fault, contact us before disposing of or modifying the product. We may inspect or test the product to determine the appropriate remedy. For a minor problem, we may repair or replace the product within a reasonable time. For a major failure, the customer may have the right to choose a refund or replacement, subject to the Australian Consumer Law. Where required by law, we will also provide appropriate compensation for reasonably foreseeable loss or damage.

7. Change-of-Mind Returns

We are not required to provide a refund simply because a customer changes their mind. Unless a separate change-of-mind policy applies, change-of-mind returns are not automatically accepted. This includes situations where the customer ordered the wrong model, selected the wrong device, purchased an incompatible accessory, no longer wants the item, found the item cheaper elsewhere, or has no further use for the item. This policy does not apply where the customer has a legal right to a remedy under Australian Consumer Law.

8. Incorrect Product Supplied

If we supplied the wrong product or a product that does not match the description, contact us as soon as possible. We will assess the issue and provide the appropriate remedy. Where required under Australian Consumer Law, we will provide a repair, replacement, refund or other appropriate remedy.

9. Damaged Products

If an item arrives damaged, customers should contact us promptly and provide photographs where reasonably practicable. We may investigate the condition of the item and the delivery. This does not limit any consumer rights that apply to damaged or defective goods.

10. Refunds

Where a refund is legally required, we will process the refund using the original payment method where reasonably practicable. Refund processing times may depend on the payment provider or financial institution. A refund will not be unreasonably delayed. Where the law requires a full refund, we will not deduct an amount simply because the customer has used the product.

11. Return Shipping

Where a customer returns a product because of a confirmed fault or another circumstance where we are legally responsible for the return, we will handle reasonable return costs in accordance with Australian Consumer Law. For products that are simply being returned due to a change of mind, any return postage or related costs will be the customer's responsibility unless we have agreed otherwise.

12. Proof of Purchase

We may request reasonable proof of purchase, such as a receipt, tax invoice, order number, repair invoice, customer account details, or other reasonable evidence of the transaction. A customer does not necessarily lose their consumer rights simply because they cannot produce an original paper receipt where other reasonable evidence of purchase is available.

13. Repair Data Notice

Mobile phones, tablets and similar electronic devices may contain personal data. Customers should back up their information before submitting a device for repair. Where required by Australian Consumer Law, we will provide a written repair notice before accepting the device. Repair procedures may involve testing, resetting, replacing components or other processes that can result in data loss. Customers remain responsible for maintaining their own backups.

14. Refunds for Services

For repair services, the appropriate remedy depends on the nature and seriousness of any failure. Where a repair service has a major failure, Australian Consumer Law may give the customer the right to cancel the service and obtain a refund for the unused portion, or retain the contract and seek compensation for the reduced value. Where a service has a minor failure, we will generally be entitled to rectify the problem within a reasonable time. If a minor failure cannot be rectified within a reasonable time, further remedies may become available under Australian Consumer Law.

15. Consumer Guarantees Continue Beyond Our Voluntary Warranty

Our voluntary warranty has a defined period and is not a lifetime warranty. However, expiry of a voluntary warranty does not automatically mean that a customer's rights under Australian Consumer Law have expired. Consumer guarantees apply for a reasonable period depending on the nature of the product or service and the circumstances.

16. Warranty Claim Conditions

Our 12-month voluntary warranty runs from the date the repaired device is collected or delivered. To help us assess a claim quickly:

• Quote your Job ID or provide your receipt or other reasonable proof of purchase.
• Return the device to us (free drop-off in Dubbo, or by post) so we can inspect and test it. Where the fault is covered, we pay reasonable return postage.
• Provide the passcode or a way to test the device where possible. Without it we can still check the part we replaced, but may not be able to test everything.
• Screen claims cover touch faults, dead pixels, flicker or display failure from a part defect. Cracked glass, or black spots, ink bleed and coloured lines caused by pressure or a drop, are accidental damage.
• The warranty covers the part we fitted and our workmanship only, not other faults in the device.
• Liquid exposure, opening or repairs by anyone else after our service, or damaged warranty seals mean the voluntary warranty does not apply.
• Board-level and data recovery work is quoted separately, and any warranty will be confirmed in writing on the quote.

Where a claim is covered, we will repair the fault or replace the part at no cost. If we can't, we will offer a refund for that repair. These conditions apply to our voluntary warranty only. They do not limit your rights under the Australian Consumer Law, which continue after the warranty period ends.

17. How to Make a Warranty or Returns Claim

Please contact us using the details below. Please provide your name, contact details, receipt or order number where available, device/product details, repair details where applicable, a description of the problem, and photographs or other evidence where reasonably requested. We may arrange an inspection before determining the appropriate remedy.