Am I eligible to return or swap my phone at anytime?

If you are one of our very first customers and purchased your phone on an installment plan before 19 May 2020, you may be entitled to return or swap your phone while it is still on the installment plan. Please contact our customer support team to confirm if you are entitled to return or swap your phone. 

How it works

If our customer service team confirms that you are entitled to return or swap your phone at anytime while it is still on the installment plan, we can offer you the below buyback price for your returned phone, depending on the condition it’s returned in.

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

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Next steps

Provided you’re up-to-date with your payments, you can ask to “return or swap at anytime” 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 at anytime” process.

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?
If you are one of our very first customers and purchased your phone on an installment plan before 19 May 2020, you may be entitled to return or swap your phone while it is still on the installment plan. Please contact our customer support team to confirm if you are entitled to return or swap your phone.

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.

Customers that have signed up after 19 May 2020 or that have purchased a phone outright are still eligible for our 30-day Swap or Return option. 

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 (Sydney time) 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.

What if my device is under warranty?  
Every nucertified phone comes with our 12-month Device Warranty. So if your phone fails (unless the failure is due to damage caused by you, another person or by accident) to meet our nucertified standards during that period, we’ll arrange for the phone to be repaired or replaced (at our election) at no additional cost. The terms and information about our 12-month device warranty can be found in our Mobile Devices Terms.

Our nucertified phones come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have your phone repaired or replaced if your phone fails to be of acceptable quality and the failure does not amount to a major failure.  More information can be found in our Mobile Device Terms including how to make a claim and liability for shipping costs.  

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

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