Returns, Refunds and Exchanges Policy

Introduction

This policy explains how returns, refunds and exchanges are generally handled for purchases made through this website.
It is designed to provide clear guidance while respecting the mandatory consumer guarantees available under Australian law.

Nothing in this policy is intended to limit, exclude or alter any rights available to consumers under applicable legislation.

1. Legal Framework and Consumer Rights

This policy operates in accordance with the Australian Consumer Law (ACL).

Under the ACL, consumers are entitled to statutory guarantees that cannot be excluded. Where goods fail to meet these guarantees, remedies such as repair, replacement or refund may be available, depending on the nature of the issue.

These legal rights apply regardless of any additional conditions set out in this policy.

2. Timeframes for Returns and Exchanges

Issues related to quality or compliance
If an item is faulty, unsafe, not as described, or not fit for its intended purpose, a return, replacement or refund may be requested within a reasonable period after delivery.

Change of mind or ordering errors
Where the request is not related to a quality issue (for example, incorrect selection or preference change), return or exchange requests are generally accepted within 15 business days from the date the item is received.

All requests must be submitted to customer support in advance. Items returned without prior approval may not be processed promptly.

3. Situations Where Change-of-Mind Returns May Not Apply

For non-quality related requests, returns or exchanges may not be accepted where:

• The item shows signs of use, installation or intentional damage

• Original packaging, accessories or labels are missing

• Damage results from improper use, handling or maintenance

• The item was clearly marked as non-returnable at the time of purchase

These limitations do not apply where a product fails to meet ACL consumer guarantees.

4. How to Submit a Request

To request a return, refund or exchange, please contact customer support and provide:

• Order reference number

• Proof of payment

• Reason for the request

• Supporting images or video, where relevant

Contact details

• Phone: +1 (469) 236-6996

• Email: sav@mobirona.com

Responses are typically provided within 3 business days, outlining the next steps.

5. Assessment and Outcome

ACL-related issues

• For major failures, you may choose between a refund or replacement

• For non-major failures, a repair, replacement or refund may be offered

Reasonable return shipping costs are usually covered by us

Non-quality related requests

• Approval is subject to assessment

• Items must be unused and securely packaged

• Return shipping costs may be the responsibility of the customer, unless otherwise stated

6. Refund Processing

Once a returned item is received and inspected:

• Refunds are typically processed within 1–3 business days

• Refunds are issued to the original payment method

• Financial institutions may require 10–15 business days to complete the transaction

7. Exchanges

Where an exchange is approved:

• Replacement items are dispatched after the returned item is received and checked

• Tracking information is generally provided once the replacement has been sent

8. Events Beyond Reasonable Control

If delivery delays or damage occur due to events such as natural disasters, logistics disruptions, regulatory actions or other circumstances outside reasonable control, available options will be discussed based on the specific situation.

9. Personal Data Handling

Information provided during a return or refund request is used solely for after-sales support purposes.

• Data handling follows applicable privacy and data protection laws

• Reasonable safeguards are applied to protect personal information

• Requests to access, correct or delete personal data may be submitted in accordance with legal requirements

10. Contact Information

For enquiries related to returns, refunds or exchanges:

• Address: 6617 W PECK DR, GLENDALE, AZ 85301-4917

• Phone: +1 (469) 236-6996

• Email: sav@mobirona.com

• Business Hours: Monday to Friday 09:00–12:30 / 14:00–18:00 (CET)