Repair, exchange and refunds policy

We hope you never need to talk to us about a problem with your service or device, but if you do, we want your experience to be a good one.

So you know what to expect, this information outlines the core principles of our repair, exchange and refunds policy for services, mobile phones, devices and other goods.

As a starting point, our aim is to put you and your concerns first, and ensure we always:

  • Listen to what you have to say;
  • Be honest and clear about our goods and services, what they include and how they work;
  • Communicate with you openly; and
  • Resolve any complaints or queries you have as quickly as possible.

From 1 January 2011, our goods and services are covered by guarantees under the Australian Consumer Law. The guarantees that the Law provides are included in our repair, exchange and refunds policy and you are entitled to a remedy if we do not meet these guarantees.

Here are the principles of our service and device repair, exchange and refunds policy:

(a) Please choose carefully. We don't refund or exchange for change of mind or wrong selections (unless a statutory cooling-off period applies).

(b) Please keep your receipt as proof of purchase. If we need to help you with an issue, please keep your receipt as proof of purchase. File it away somewhere safe in case you need it.

(c) If there's a problem with your goods you may be entitled to an exchange, refund or repair if the product:

(i) is faulty or doesn't do what it is supposed to;

(ii) is not of acceptable quality or fit for purpose;

(iv) has been wrongly described or is different from a sample or demonstration model that was shown to you; 
or
(iv) does not comply with any express warranty provided by us.

(d) If there's a problem with our services. You may be entitled to a refund if the service doesn't fulfil a particular purpose or achieve a result that you originally told us you needed it for, and it was reasonable for you to rely on our judgement at the time.

(e) The type of resolution that's available to you will depend on a number of factors, including whether the failure of the good or service is major or minor, and how long it takes you to return the product to us.

(f) If you can't return the goods because they are lost, destroyed or you got rid of them, we might not be able to help with a repair, exchange or refund. You should also be aware that the time period to let us know about a complaint may vary from product to product.

(g) Assessment of goods: Depending on the circumstances, we may need to send goods that are returned as faulty to a Service Centre or a third party for assessment and verification before we can decide on the best resolution. We'll do our best to have this assessment completed in a reasonable amount of time.

(h) Assessment of services: If you have an issue with the services we provide, we may do some troubleshooting first to test the device you are using with the services and check whether there are planned upgrades to your services coming soon.

(i) Loan device: If goods are sent for assessment or repair, we'll endeavour to provide you with an appropriate loan device.

(j) Warranties: In addition to your rights under the Australian Consumer Law, Vodafone also provides its customers with a 24-month repair warranty on purchases of new mobile phones and modems. For more information, please see our warranty page. New mobile phones and modems are also covered by a manufacturer's warranty. You can deal directly with the manufacturer if you prefer.

If you want to talk to us about your device or service, you can either call into one of our stores or call us on 1555 from your Vodafone handset or 1300 650 410 from any other phone.

If you want to find out about the Australian Consumer Law you can find out more by visiting www.accc.gov.au