How does the return or swap work?

If you're on a Phone & SIM plan:

We understand that life happens and things change, at anytime you can return or swap your nu phone.

And if your phone is in good condition, you’ll have nothing left to pay (how good is that!).

Check the table below to see our current buyback prices for customers on a Phone & SIM plan:

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Next steps
Provided you’re up-to-date with your payments, you can ask to “return or swap” your phone anytime (by calling our customer service team on 1800 951 384). They will explain the process in detail and help you kick off the “return or swap” process. Please note this is only valid for customers who have a device and service plan.

You can help us by providing our team with as much information as possible (including photos and/or videos of the condition of your phone) before you return your phone to us. Our customer service team will give you instructions.

Am I eligible for return or swap?
All nu customers who are on a phone + SIM plan are eligible to return their nu phone anytime. 

To be eligible for a “swap” you must at that time be an Australian citizen, permanent resident or have a valid VISA with at least 25 months remaining.

How can I change my plan?
You can change your plan (up or down) every month in the 'plan and add-ons' section of your account. If you’ve selected a new plan, it will start on your next plan renewal date (provided you’ve made the change by 8pm on the night before that renewal date, otherwise it will start on the renewal date after that).

Please keep in mind that your unused data is yours to keep in your data bank for as long as you stay on your current plan or change up to a bigger one. If you change your plan down to a smaller one, your data bank will reset, and you will lose any of the data you had banked so far.

If you do change down to a smaller plan, don’t worry, you can start banking any unused data from then on.

If you've purchased your nu phone outright:

 At this stage, we do not offer a "return or swap anytime" service for nu phones purchased outright from our Phone Only store.

If you've purchased a phone from our Phone Only store and you don't love it, you can still return it within 30 days of purchase, but please note that the phone needs to be in it's original condition and with original packaging and accessories - see how it works here. 

What if my device is under warranty?  
Every nucertified phone comes with our 12-month device warranty. If during that period your phone fails (through no fault of yours) to meet our nucertified standards, please get in touch with our customer service team and they will help you with your warranty claim.

What do I do if my phone arrives damaged or faulty? Find out what to do here.

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