Refund policy

Last Updated: May 2026

 

OUR COMMITMENT

 

At MobileSkin, we want you to be completely happy with your purchase. This policy sets out your rights and our obligations under the Australian Consumer Law (ACL), which forms part of the Competition and Consumer Act 2010 (Cth).

 

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

 

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

 

We will provide a full refund, replacement, or repair if your product:

• Has a major fault or defect

• Is not of acceptable quality

• Is not fit for its intended purpose

• Does not match the description provided

• Does not match the sample shown

 

CHANGE OF MIND RETURNS

 

We accept change of mind returns within 30 days of purchase, subject to the following conditions:

• The item is in its original, unused condition

• The item is in its original packaging with all accessories included

• Proof of purchase (receipt or order confirmation) is provided

• Return shipping costs are the responsibility of the customer for change-of-mind returns

 

Note: Change-of-mind returns are not available for: opened screen protectors, prepaid SIM cards, or items marked as final sale.

 

FAULTY OR DAMAGED ITEMS

 

If your item arrives faulty or is damaged in transit, please contact us within 7 days of delivery at support@mobileskin.com.au with your order number and photos of the fault.

 

For faulty items, we will:

• Cover all return shipping costs

• Offer a full refund, replacement, or repair at our discretion

• Process your refund within 5–10 business days of receiving the returned item

 

We reserve the right to assess the product and, where appropriate, send it to the manufacturer for evaluation before processing the claim.

 

HOW TO REQUEST A RETURN

 

Step 1: Email support@mobileskin.com.au with your order number, reason for return, and photos (if applicable)

Step 2: We will respond within 2 business days with return authorisation and instructions

Step 3: Ship the item to: MobileSkin, Kiosk 102, Munnopara Shopping Centre, 600 Main N Rd, Smithfield SA 5114

Step 4: Once received and assessed, your refund or replacement will be processed within 5–10 business days

 

REFUNDS

 

Refunds are issued via the original payment method. Please allow 3–5 business days for the refund to appear in your account after processing.

 

EXCLUSIONS

 

This policy does not cover:

• Damage caused by misuse, accidental damage, or water damage

• Items with voided warranties

• Products returned without proof of purchase

 

For all enquiries: support@mobileskin.com.au