ACN values our relationship with you and offers a limited return policy for equipment and services purchased directly from ACN. Please note that equipment received through an insurance claim cannot be returned or exchanged under this policy.

Equipment Returns | Month-to-Month Service Cancellation | How to Return Equipment

We do not generally offer return of mobile phones, devices and wireless broadband (HSDPA) modems except where the equipment is damaged or faulty (for details see DOA and Early Life Failure below). However, if the equipment you purchased directly from ACN does not meet your expectations, and you have not opened the equipment packaging, simply return it to us within 21 days from the date the equipment was shipped.

Returns must be new and unopened, with all original packaging (including security seals intact), bundled accessories, manuals and delivery docket/proof of purchase. Refunds will be applied to the original payment method. Any delivery fee originally charged will not be refunded. Any rebate or offer associated with the purchased equipment will be voided. Equipment returned more than 21 days from the shipping date will not be refunded or returned to you.

We do not generally offer exchange of equipment for change of mind however you may exchange equipment one time within 14 days from the date the equipment was shipped but only where we first agree. Returns/exchanges will be subject to a $55 return and restocking fee regardless of the equipment model, unless the equipment item was purchased without an ACN service agreement (i.e. device-only sale) and the original packaging is unopened (including security seals intact)*. Any delivery fee originally charged will not be refunded. To obtain a return authorisation please call us on 1300 881 778.

* Note: Where you request another device be dispatched to you we will charge a $5.50 delivery fee for that item, irrespective of whether a delivery fee was originally charged.

If you want to cancel a service by taking advantage of our Mobile Broadband Coverage Satisfaction Guarantee (Coverage Guarantee) you must contact Customer Service on 1300 881 778 within 14 days of activation of your mobile broadband service. You must provide us a brief explanation of why you have decided to cancel your service, including the address where you are claiming in respect of the Coverage Guarantee. Where we confirm that you are eligible to claim in respect of the Coverage Guarantee our customer service representative will provide you with a return authorization and arrange to cancel your service.

You are responsible for arranging the return of the HSDPA modem. You must return the modem equipment we have supplied to you intact, in good condition and in the original packaging. If you do not return the equipment to us within 10 days of cancelling the service we will charge you the replacement cost of the equipment. We will charge you the cost of repairing or replacing any equipment that is not returned to us in good condition and in the original packaging. Any refund due will be applied to the original payment method. Any rebate or offer associated with the purchased equipment will be voided. Any delivery fee originally charged will not be refunded.

Please note: Our Mobile Broadband Coverage Satisfaction Guarantee is in addition to any rights you may have under statutory warranties. Terms and conditions apply. Click here for more information.

All of our mobile devices are thoroughly checked by the manufacturer prior to dispatch. If however you’ve received a product that’s not in working order or develops a problem later on, we know you’ll want it sorted out ASAP. All the mobile devices we provide are covered by a no-fuss replacement procedure. That means an item will be replaced if it’s defective or damaged when removed from its packaging for the first time (“Dead On Arrival” or “DOA”) or if it fails within a specified period (“Early Life Failure” or “ELF”).

The DOA/ELF procedure applicable to an item is the same for all devices sold by us. However, the timeframe within which a problem is considered ELF will depend on the manufacturer. Please refer to the table below for the manufacturer-defined ELF period for your mobile device.

In the event that your new device is faulty within the ELF period please call us on 1300 881 778. If the replacement of an item is required, we will ask that it be returned in its original packaging – so don’t throw this away – along with the delivery docket. We will send you a Return Courier Satchel which you can use to return the faulty equipment to our warehouse. The item should be in good condition with no signs of misuse or abuse. Once we confirm that your device has failed prematurely a replacement^ will be dispatched to you from our warehouse by courier.

All new mobile devices we sell carry a one-year manufacturer's warranty from date of purchase (6 months for rechargeable batteries).

If your equipment fails after the ELF period has expired, please refer to the manufacturer’s warranty. You may need to contact the manufacturer in this instance. You'll find the contact number for each manufacturer below.

All new BlackBerry smartphones we sell carry a two-year manufacturer's limited warranty from the date of purchase (one-year for rechargeable batteries).

If your BlackBerry hardware fails after the ELF period has expired, please refer to the manufacturer's warranty. Any repair or replacement pursuant to your warranty should be requested from ACN. To make a warranty claim please call us on 1300 881 778. Our customer service representative will advise you as to the return of the faulty equipment to our repair centre. The item should be received in good condition with no signs of misuse or abuse (misuse or abuse will void the manufacturer's warranty). Once your BlackBerry smartphone is received we will have it assessed by the manufacturer (or manufacturer's service agent), repaired or replaced^ (at our discretion), and returned to you.

Please note that where the manufacturer (or manufacturer's service agent) determines that a malfunction of, or damage to, the device is not the fault of the BlackBerry hardware itself we will charge you for the cost of the hardware repair or replacement plus a $35 Recovery and Return Fee.

New HSDPA modem devices supplied with our Mobile Broadband services carry a one-year ACN replacement warranty from date of purchase. To make a warranty claim please call us on 1300 881 778.

E220 Modem Equipment: All sales of the Huawei E220 HSDPA modem (‘dongle’) after January 1, 2009 are final and cannot be returned for any reason.

Where you have connected a mobile voice service on a month-to-month basis you may cancel your service within 14 days from the activation date to avoid the deferred establishment fee of $50. You will be responsible for all applicable usage charges, prorated access charges, content or administration charges through the cancellation date.

You may have to return equipment, including the SIM card, supplied with the service before your service will be cancelled. If you are allowed to cancel service within the 14 day return period, but do not return the equipment within the return period, ACN may charge you an amount equal to or up to the full retail price of the equipment.

Equipment purchased from www.acnpacific.com.au, over the phone or through an ACN Independent Representative should be returned by mail at the following address:

Product Operations
ACN Pacific Pty Ltd
Locked Bag 2145
North Sydney  NSW  2059

To return or exchange your equipment or if you are cancelling your service, you must first call us on 1300 881 778 to obtain a return authorisation. When returning equipment, please note the following:

• An original proof of purchase (delivery docket, receipt or invoice) is required with your return.
• If the equipment item has been used, please remove any confidential, proprietary or personal information before returning your equipment. ACN is not responsible for any equipment containing personal information.
• Equipment (device, battery, charger, manual and software, etc) must be returned in the manufacturer's original packaging.
• For Coverage, ELF and DOA returns, equipment must be in like-new condition with no visible damage.
• Any refund due will be refunded back to the original payment method and may take up to two months.

When shipping equipment to ACN, please take note of the following:

• We strongly recommend that you use a secure shipping method when returning mobile devices and broadband modems. We are not responsible for delays, damage or loss.
• Retain a copy of the tracking number from the shipping carrier for your records.
• Depending on the reason for the return, return shipping charges may apply.

Nothing in this Policy limits your statutory rights. We will accept a return of an item where:

• the item is faulty (through no fault of your own);
  
• the item is unfit for purpose (it doesn't do what it is supposed to do);
• the item does not match the description we provided when you purchased it; or
  
• the item has defects that were not obvious or were not brought to your attention at the time of purchase (in which case we will offer a replacement item).

^ Where the original device model is no longer available the replacement will be a device of similar specifications and one of equal value.