Returns & Refunds

Pick-up Point Return Policy

Returns can be dropped off at any Pick-up Point location by printing a return label at that location. Repackage the item(s) and take it to a convenient Pick-up Point within seven days.

When you get there, give your Return Number to the provider to have the label printed.

Apple Store Returns Policy

You can return your items to an Apple Retail Store within 14 calendar days of receiving your order. You need to bring a government-issued photo ID and confirmation of the web order number with your items.

Standard Return Policy

Returns are subject to Apple's terms and conditions. For iPhone returns, please refer to the iPhone Return Policy section below. For eligible products, you have up to 14 calendar days from the time you receive your item(s) to initiate a return.

Note: Apple Store Gift Cards are not eligible for return.

iPhone Return Policy

If you are not fully satisfied with your iPhone purchase, you can return your undamaged iPhone to the Apple Online Store within 14 days of purchase for a full refund. Please check your Order Status online or call 133‑622 to request a return. The iPhone must be returned in the original packaging, including any accessories, manuals and documentation. Please note that returning your iPhone pursuant to this policy will not automatically cancel your mobile network agreement. You must contact your mobile network operator to cancel your mobile network service. If you cancel your mobile network service, you will be responsible for all applicable usage fees, prorated access charges, taxes, surcharges, or other charges imposed by your mobile network operator through the termination date, including any early termination fees or penalties, if applicable. Please contact your mobile network operator for more information about applicable fees.

Online returns process

You can initiate a return online once your item(s) have been shipped and invoiced.

1. Go to online Self Service.
2. Sign in with your Apple ID and password. If you have questions about your Apple ID, please visit the Your Account section of online Help.
3. View the order details of the order containing the item(s) you would like to return.
4. Select the “Return items” link.

Note: If you need assistance or do not have an Apple ID, please call 133‑622.

Items in your order will be divided into two groups — items that are eligible to be returned online and items you cannot return. For each item that you can return online, you will need to select the item, a reason for the return and whether you’ve opened the box.

Once you’ve submitted your return request, you’ll receive an email confirmation with your return details. Our carrier will contact you within two (2) business days to arrange collection. Please use the original packaging.

Once we receive the item(s) we’ll process the return, issue a refund and send you a return receipt confirmation email.

Refund methods

If you are not completely satisfied with your purchase, in addition to your rights as a consumer under the Competition and Consumer Act and other applicable Australian consumer protection laws and regulations, you may also be eligible to return the item for a refund under Apple’s Sales and Refund Policy.

Once we receive your item, a refund is initiated immediately. If you cancelled a pick-up item and were billed for it, we initiate your refund immediately after you submit your cancellation request. The way your refund is processed depends on your original payment method:

• If you paid by credit or debit card, refunds will be sent to the card-issuing bank within three (3) business days of receipt of the returned item or cancellation request.
• If you paid with 0% interest, refunds will be sent to your card issuer (Latitude) within three (3) business days of receipt of the returned item or cancellation request. Upon receipt of the return notification from Apple, Latitude will process the refund to your card within three to five (3 to 5) business days.
• If you paid by payment on 0% interest, refunds will be sent to the card-issuing bank within three (3) business days of receipt of the returned item or cancellation request.
• Products purchased from the Apple Online Store using an Apple Store Gift Card will be refunded to you as an Apple Store Gift Card by email. If you’d like us to send you an Apple Store Gift Card, ask the representative helping you.
• If you paid for any portion of an item with your Apple Account balance, and are owed a refund for returning or cancelling it, we issue that portion of refund back to your Apple Account balance. However, we will issue this refund amount on an Apple Gift Card by email if your Apple Account balance is at or near the maximum limit.
• For Cheque, Money Order or Direct Deposit payments, you will need to provide us with the following bank details:
  Order Number:
  Account Holder Name:
  Bank Name:
  Bank Account Number:
  BSB Code:
  Email Address:
  Please note that refunds can only be remitted to a local bank account where the Bank Account Holder name is the same as the Billing Contact filled in when placing the order. Please allow up to five (5) business days for Apple to post the refund to your bank account after we receive this information.
  Please contact your bank for any further questions regarding to your refund.

Exchange an item

If you purchased your item from Apple, you can take it to any Apple Store in the same country or region for an exchange. Item exchanges are, of course, subject to in-store product availability. It’s a good idea to check if a product is in stock by visiting apple.com and then seeing if it’s available for pickup at a store nearby. The only exchange exceptions are personalised items (such as engraved iPad devices or AirPods) and Mac computers that have been custom-configured. These items cannot be exchanged in store; they can only be returned and your refund will be issued to the payment method you used on your order (per the guidelines in our Standard Return Policy).

Items ordered on the Apple Online Store that arrived damaged or are incorrect can be returned to any Apple Retail Store in the same country or region, or by contacting Customer Service.

Return status

Visit online Self Service to view your up-to-date return and refund information.

Incorrect or damaged items

If you received the wrong product or it was damaged during shipping, please contact Apple Store Customer Service on 133‑622 during our hours of operation: 9:00 am to 9:00 pm Monday to Friday, and 9:00 am to 6:00 pm Saturday.

Problems with your product

If you’re having trouble with your new Apple product, please visit online Product Support or contact Apple technical support. If you’re having trouble with a non-Apple product, please contact the manufacturer directly for information regarding the manufacturer’s warranty.

iPhone and iPad returns — mobile service cancellation

Mobile providers have different service cancellation policies. Returning your iPhone or iPad may not automatically cancel or reset your mobile account; you are responsible for your mobile service agreement and for any applicable fees associated with your mobile account. Please contact your provider for more information.