These terms sit on top of your rights under Australian Consumer Law (ACL). Nothing here limits those rights.
Quick answer:
- Every Privacy Phone has a two-year manufacturer warranty on new Australian Pixel stock. Installing GrapheneOS does not void that cover
- A fault in normal use, a screen, a battery or a board, follows the consumer guarantees. A major failure is a refund. A minor one is a repair or a replacement.
- We do not accept change-of-mind returns. That is disclosed before you buy.
- Once we have started sourcing or configuring, the sale is final. If you have only just paid and that work has not begun, usually the first 24 to 48 hours, contact us.
- We do not transfer money for postage. A claimed fault gets a prepaid label or a collection, after we verify the order. We inspect the phone when it arrives.
How a warranty claim works
Use the contact form and choose Warranty, Returns and Cancellations. Tell us the order number and what failed. Photos help. We verify the order is ours.
If it is a claimed hardware fault, we send a prepaid return label or arrange collection. Send it in the original packaging with proof of purchase. We do not pay you, we pay the courier.
When the phone is back, we inspect it and liaise with the supplier. A confirmed fault is repaired, replaced, or refunded, as the consumer guarantees require. If the phone is not faulty, or the damage is not covered, we return it to you and the return cost is yours.
What is covered under the warranty
Manufacturing defects. A battery, a screen or a board that fails in normal use.
What is not covered under the warranty
- Deliberate or accidental damage
- Cosmetic damage (scratches, dents)
- Liquid damage
- General wear and tear
- Repairs you organised yourself
Returns
These are configured devices. Returns follow Australian Consumer Law (ACL) for faulty or wrongly described goods. We do not accept a return because you changed your mind.
Cancellations
Once payment has cleared and we have started sourcing or configuring, the sale is final. The hours are the product. If that work has not started, use the same contact form. We will tell you whether a refund is still possible.
Common questions
Does GrapheneOS void the warranty?
- No. On a new Australian Pixel, the manufacturer path still covers a hardware fault.
Can I return it if I change my mind?
- No. Change of mind is not a consumer guarantee, and it is disclosed before purchase.
Who pays postage?
- On a claimed fault, we send a prepaid label or arrange collection after we verify the order. We do not transfer money. If the phone comes back and there is no fault, or the damage is not covered, the return cost is yours and the phone goes back to you.
Can I cancel after I pay?
- Only if we have not started sourcing or configuring, usually the first 24 to 48 hours. Contact us. Once the build has started, the sale is final.
What if I say it is broken and do not send it?
- Nothing happens. No label is used, no refund is paid, and the order stands. A claim starts when the phone is back with us.
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