Please carefully double-check your entered email address. You will not receive our reply if there is a typo. If you do not get a "request received" auto-reply in your inbox within 10 minutes of submitting your enquiry, please check your junk/spam/promotions mail filters. It is recommended to enter the same email address you used on your order, if applicable.
Please enter your full name as it appears on the order, if applicable.
Please enter your six digit OzMobiles order number. This can be found on your order confirmation email or OzMobiles account log-in. It is important to enter your OzMobiles order number correctly for fast, efficient service. Please do not enter order numbers from third party sites or payment methods.
Returned devices must be unlocked from your user account(s) in advance, even if not functioning, to avoid significant delays. We will provide platform-specific instructions on how to do this in our email reply.
Your lock screen unlocking details are required to wipe your personal data if you can't/don't factory reset it yourself before returning it. This is the number, password or pattern you enter when unlocking your phone to use it every time you pick it up, if not using face or fingerprint biometrics. Providing this does not give us access to your private Apple/Samsung/Google account.
Please inspect it carefully and answer honestly to avoid delays. If there are cracks/chips, attach clear photos taken from another device at the bottom of this form to speed up service.
Please answer Yes, No, or N/A, followed by your colour preferences (e.g. "Yes, black, silver, purple in that order"). This will give us more options for a fast replacement in the event of limited stock. We will never ask you to downgrade the device specs or condition.
Please provide as many details as possible and attach clear photos and/or videos, if applicable. A thorough description allows us to help you as quickly as possible.