Refund policy

Last Updated: 28-05-2026

At Mobile Territory, we want you to shop with complete confidence. This Refund Policy explains your rights when returning products purchased from us, and operates in addition to your rights under the Australian Consumer Law (ACL) set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure occurs when a product:

Has a problem that would have stopped you from buying it had you known about it
Is unsafe
Is significantly different from the description, sample, or demo model shown to you
Doesn't do what we said it would, or what you asked for, and can't easily be fixed

Important: Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Any clause below that appears to limit your statutory rights does not apply where those rights cannot lawfully be excluded.

1. Change of Mind Returns (30 Days)

As a goodwill gesture (This is in addition to your ACL rights), we accept change-of-mind returns within 30 days of you receiving your order, provided that:

The item is unused and in its original condition
The item is in its original, undamaged packaging with all accessories, manuals, and seals intact
You provide proof of purchase (order number, tax invoice, or receipt)

Please note: Return shipping costs for change-of-mind returns are the customer’s responsibility. Original delivery charges are not refundable for change-of-mind returns.

Items Not Eligible for Change-of-Mind Returns

Items that have been used, damaged, or altered after delivery
Items returned without their original packaging or with damaged packaging
Gift cards
Items marked as “Final Sale” or “Clearance” (for change-of-mind only)
In-ear audio products (such as earphones and earbuds) where the hygiene seal has been broken, for health and safety reasons

Important: All items, including sale and clearance items, remain fully covered by the consumer guarantees under the Australian Consumer Law if they are faulty, not as described, or otherwise fail to meet a consumer guarantee.

2. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a remedy under the Australian Consumer Law.

For a major failure, you may choose between a refund, replacement, or repair.
For a minor failure, Mobile Territory may choose to repair or replace the item within a reasonable time.

Please contact us within a reasonable time of discovering the fault. For items damaged in transit, we recommend contacting us within 7 days of delivery so we can investigate with the courier promptly.

When contacting us about a faulty item, please provide:

Your order number
A clear description of the fault or issue
Clear photos or a short video showing the fault
Photos of the packaging (if the item was damaged in transit)

Return shipping for faulty items: Mobile Territory will cover the reasonable cost of return shipping for items confirmed to be faulty, damaged on arrival, or incorrectly supplied. We will provide a prepaid return label or reimburse reasonable shipping costs.

3. How to Request a Return

Email us at info@mobileterritory.com.au with your order number and the reason for return.
Our team will respond within 2 business days with return instructions and a Return Authorisation (RA) number.
Pack the item securely in its original packaging and include a copy of your invoice and the RA number.
Ship the item to the return address we provide, using a tracked shipping method.

Important: Please do not send items back without contacting us first. Items returned without a Return Authorisation may be delayed in processing.

4. Refund Processing

Once we receive and inspect your returned item, we will email you to confirm whether your refund has been approved.

Inspection timeline: Within 2 business days of receiving your return
Refund timeline: Approved refunds are processed to your original payment method within 5–10 business days
Refund method: Refunds are issued to the original payment method used at checkout
Refund amount: Full purchase price of the item. For change-of-mind returns, original shipping charges are not refundable. For faulty, damaged, or incorrect items, original shipping charges are refunded in full.

Depending on your bank or card issuer, it may take an additional 3–5 business days for the refund to appear in your account.

5. Exchanges

If you'd like to exchange an item for a different model, colour, or size, please follow the return process above and place a new order for the replacement item. This is the fastest way to receive your preferred product.

6. Return Shipping

Faulty, damaged, or incorrect items: Mobile Territory pays for return shipping.
Change of mind: Customer pays for return shipping. We recommend using a tracked shipping method, as Mobile Territory cannot be held responsible for items lost or damaged in transit back to us.

7. Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We can usually cancel and fully refund orders that have not yet been dispatched. Once an order has been shipped, it will need to be processed as a return under the relevant section above.

8. Manufacturer Warranties

Many products sold by Mobile Territory are also covered by a manufacturer’s warranty (for example, OtterBox, Case-Mate, and EFM). These warranties are in addition to your rights under the Australian Consumer Law and do not limit those rights.

If you would like assistance making a warranty claim, please contact us and we will help guide you through the process.