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Returns and Warranty

Not what you ordered?

  • If the item you have received is different from the description advertised, short, or simply not what you have ordered, please contact us immediately. Exeltek will be responsible for the postage cost of the return and re-dispatch of the correct item. 
  • A refund will be provided if the item is no longer wanted or available.

Changed your mind?

You can return your item within 30 days of purchase if the following rules are met:

  1. Items must be in their original packaging which must be in the original condition
  2. All original seals on the packaging and item must be intact and not broken. (e.g.: The manufacturer seal is still sealed on the box)
  3. Items must be returned within 30 days of purchase
Please note items that have been used, opened (i.e.: not brand new anymore) and its seal broken will be rejected. 
  • Refund or exchange is issued after receipt and inspection of returned goods.
  • Refunds on purchase made with a credit card will only be credited back to the same card.
  • Shipping and handling charges are not refundable.
  • Returns may not be accepted without a valid invoice / docket number. For faster processing, please have your invoice number, name, product purchased and the reason for your return ready when enquiring.

I need to return a faulty item under warranty.

  • All goods sold by Exeltek have official manufacturer's warranty in Australia for the duration specified by the manufacturers (please refer to the warranty tab on the product's page for more information).
  • All returns under warranty must comply with the manufacturer’s return policy.
  • Goods with manufacturing defect will be entitled to a replacement or repair within the warranty period provided the manufacturer's warranty conditions are met. 
  • Here are two ways you can make your warranty claim under the warranty period:
  1. Contact or visit the manufacturer's authorised service center directly which usually results in a faster turnaround time if there is one closer to you. Manufacturer's contact details can be found in the table below:
  2. Contact us and Exeltek will facilitate the warranty process for you with the manufacturer on your behalf. Please open a return authorisation request below:
  • Information regarding warranty claim procedures can be found under the warranty tab on the product's main page.
  • The Early Life Failure Period set out by the manufacturer (listed below) provides the consumer a reasonable opportunity to inspect the goods (Generally, this means before the consumer has used the goods a lot.). It is for the consumer to determine whether a manufacturing defect exists in the goods and that it is still within a reasonable period to notify the seller of the problem in order to be entitled to a full refund. If you have found a defect in your item within the Early Life Failure periods, please contact us
  • If goods do not meet a statutory condition or statutory warranty after the consumer has owned it for some time or used it a lot, it is still a breach of contract*. The consumer may not be entitled to rely upon the right under the Trade Practices Act 1974 to cancel or rescind the contract* (with the seller) and claim a full refund. (Reference is taken from Warranties and Refunds guidance under Australian Competition & Consumer Commission)
  • The refund value of the goods that does not meet a statutory condition or statutory warranty after the consumer has owned it for some time or used it a lot, is determined at Exeltek’s discretion (if applicable).
  • Under the Trade Practices Act 1974, to cancel a contract* of sale, the consumer must also:
  1. Have taken reasonable care of the goods
  2. Not have damaged the goods by using them in a way they were not meant to be used.
  3. Be able to prove they bought the goods from the seller.
  4. Not disposing of, losing or destroying the goods.
  • Exeltek is bound by Australian Consumer Law (ACL) and as such your right as a consumer is independent to what the manufacturers specify.

*Every time a consumer buys goods or services, they are entering into a contract with the seller.

Shipping Charges for Return Product

  • All shipping cost incurred when sending products for return are at customers expense unless it was a shipment error / order mistake made by Exeltek. 
  • Exeltek will use the available shipping method and pay for the shipping on replacement unit(s)
  • Exeltek will not be responsible for shipping back non-faulty or non-defective items, the customer will be required to organise payment for delivery back to themselves or use their own courier to pick up.

Samsung TV and Home Entertainment Products' Warranty Claims

  • To make a warranty claim for your Samsung TV or Home Entertainment products, please contact Samsung on 1300 362 603. 
  • You will need to provide Samsung the tax invoice as proof of purchase

Mobile Phone Return under Manufacturer Warranty

All mobile phone returns will be processed under the manufacturer warranty procedure. If your mobile phone is still within the manufacturer's Early Life Failure (ELF) or Dead On Arrival (DOA) period, please follow the information in the chart below:

Early Life Failure (ELF) means in the event of your new mobile phone failing within the manufacturer’s ELF period, the manufacturer will replace your faulty mobile phone for a new unit* - provided the phone has not been damaged (e.g.: Physical / liquid damaged)


Manufacturer

ELF/DOA Period

ELF/DOA Contact Details

Apple

14 days

Apple store or visit https://support.apple.com/en-au/repair

Aspera

14 days

Please open Return Authorisation Request below

Blackberry

14 days

Please open Return Authorisation Request below

HTC*

14 days

Please open Return Authorisation Request below

Huawei

14 days

Please open Return Authorisation Request below

LG

14 days

Please open Return Authorisation Request below

Motorola

14 days

Please open Return Authorisation Request below

Microsoft/ Nokia

30 days

Please open Return Authorisation Request below

Samsung

28 days

Please open Return Authorisation Request below

Sonim

Please contact Sonim

(02) 8011 3863 or 1300 076 646 or Support_Australia@sonimtech.com

Sony

30 days

Please open Return Authorisation Request below

Telstra 

30 days

Please open Return Authorisation Request below


* ELF Period for HTC Telstra NextG mobile is 30 days
Note: ELF Period by the manufacturer is subject to change without notice.
If your mobile phone is already outside the manufacturer's ELF/DOA period but within the warranty period,  please return your handset together with your proof of purchase directly to the nearest manufacturer’s authorized repair centre:

Manufacturer

Warranty Period

Warranty Period Details

Apple

12 Months

Apple store or https://selfsolve.apple.com/GetWarranty.do

Blackberry

12 Months

 1300 761 688 or Telstra T-Life Store or https://www.telstra.com.au/webforms/mobile-faults-self-service/index.cfm

HTC

24 Months

1300 482 482 or http://www.htc.com/au/support/customer_care.html

LG

12 Months

1800 638 080 or https://fonebiz.com.au/
(LG Authorised Repair Centre)

Motorola

24 Months

1300 138 823 or https://fonebiz.com.au/
(Motorola Authorised Repair Centre)

Microsoft/Nokia~

24 Months

1300 366 733 or http://www.microsoft.com/en-au/mobile/support/care-direct/

Samsung

24 Months

1300 362 603 or http://www.samsung.com/au/support/category/mobile/mobiledevice/smartphone/

Sonim

36 Months

(02) 8011 3863 or 1300 076 646 or Email Support_Australia@sonimtech.com

Sony 

12 Months

1300 650 050 or https://fonebiz.com.au/
(Sony Ericsson Authorised Repair Centre)

Telstra

12 Months

1300 761 688 or Telstra T-Life Store or https://www.telstra.com.au/webforms/mobile-faults-self-service/index.cfm

ZTE

 

12 Months

https://fonebiz.com.au/ (ZTE Authorised Repair Centre)

 
Should you have any enquiry regarding your warranty claim, please do not hesitate to contact us.

For further information regarding your returns and warranty, please use the links below:

Return Authorisation Request

Please provide as much detail as possible so we can best assist you.

Check Return Authorisation Status

You can log-in using your email address and RA number to view the history/status of your RA claim.

  • *Required field

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