Shipping & Return Policy | Oloop Refurbished iPhones

Shipping & Returns Policy

Our Commitment: At Oloop, we handle every aspect of your purchase—from inspection to delivery—with precision, transparency, and founder oversight. This policy explains how we ship your device securely and what your rights are if something goes wrong.

Part 1: Shipping Policy

1. Founder-Led Dispatch Process

Every Oloop device is personally verified by our founder, Jason, before it leaves our facility in Northam, Western Australia.

What Happens Before Your Device Ships:

Final Verification: Jason personally confirms that the Oloop TrueReport™ ID on your device matches your order
Secure Packaging: Your device is securely packed in protective packaging to prevent damage during transit
Insurance Activation: Full transit insurance is activated for your shipment

Handling Time: All orders are dispatched within 1-2 business days of payment confirmation.

2. Security Standards (Every Shipment)

Regardless of which shipping option you choose, every Oloop shipment includes our Triple Security Standard:

Security Feature	What This Means
100% Full Tracking	You receive an Australia Post tracking number the moment your device is dispatched. Track your package in real-time from Northam to your door.
Signature Required	Your package will not be left unattended. It must be signed for by you or an authorized adult at your address. No "safe drops."
Full Transit Insurance	Every shipment is fully insured against loss or damage during transit. If Australia Post loses or damages your package, we cover it 100%.

3. Shipping Options & Rates

Choose the shipping speed that works best for you. Both options include our full security standard.

Standard Shipping (FREE)

Cost: FREE Australia-wide

Service: Australia Post Standard Parcel

Includes:

Full Tracking
Signature Required
Transit Insurance

Express Shipping ($15 AUD)

Cost: $15 AUD

Service: Australia Post Express Post

Includes:

Full Tracking
Signature Required
Transit Insurance
Priority Handling

Select your preferred shipping method at checkout.

4. Estimated Delivery Times

All orders are dispatched from Northam, Western Australia 6401. Transit times below are estimates provided by Australia Post and begin after your order is dispatched.

Destination	Standard (Free)	Express ($15)
Perth Metro & WA	2-5 business days	1-2 business days
NSW, VIC, QLD, SA (Metro)	5-7 business days	2-4 business days
Regional & Remote Areas	7-10 business days	3-6 business days

Please Note: These are Australia Post estimates and not guarantees. We commit to dispatching your order within 1-2 business days. Transit times are outside our control, but your package is fully insured and tracked.

5. International Shipping

At this time, Oloop only ships within Australia. We do not offer international shipping.

6. Shipping Contact

If you have questions about your shipment, tracking, or delivery, please contact Jason directly:

Email: jason@oloop.com.au

Phone: +61 420 343 397

Part 2: Returns & Refunds Policy

Our Philosophy: Verified in Perth. Backed by Data.

At Oloop, we don't just sell phones; we certify them. Every device comes with a unique TrueReport™ documenting its exact condition prior to sale.

Why Our Return Policy is Different

Unlike mass-market retailers selling identical products from warehouses, every Oloop device is a unique, verified asset sold with a complete Oloop TrueReport™ that documents its exact condition—down to the battery cycle count and cosmetic scratches.

Think of your Oloop TrueReport™ as your comprehensive pre-purchase inspection. It's like viewing the device in person before you buy, but with professional-grade testing equipment and documentation.

1. 30-Day Satisfaction Guarantee

We're Confident You'll Love Your Oloop iPhone

We want you to love your Oloop iPhone. If you are not completely satisfied, you may return it within 30 days of delivery for a refund or exchange.

Return Conditions:

Buyer Pays Return Postage: Following industry standards, the buyer is responsible for return shipping costs for "Change of Mind" returns.
Shipping Costs Non-Refundable: Original shipping fees (specifically the $15 Express Post upgrade) are non-refundable. You will be refunded the cost of the device only.
Condition Requirement: The device must be returned in the exact same condition as shown in its pre-sale TrueReport™ photos.
No Restocking Fee: We do NOT charge a restocking fee if the device is returned in its original condition.

Important: Cosmetic Disputes (48-Hour Rule)

Since every device has a high-resolution TrueReport™, cosmetic disputes are rare. However:

You must inspect your device upon delivery.
Any claims regarding cosmetic damage (scratches/dents) or discrepancies must be reported within 48 hours of delivery.
Claims made after 48 hours will be considered "user wear and tear" and are not covered.

2. Battery Coverage Protocol (Two Tiers)

We are transparent about our battery standards. Coverage depends on the grade:

A. Original Apple Batteries (85%+ Health)

Standard: Guaranteed to have at least 85% capacity (Higher than the industry standard of 80%).
Warranty: Covered for 12 months against functional defects (e.g., failure to charge). Normal capacity decline is excluded.

B. Oloop New Batteries (100% Health)

Standard: Brand new high-quality battery cells with 100% capacity.
Important Disclosure (after iPhone11): Installing a new battery will trigger an Apple system message: "Unable to verify this iPhone has a genuine Apple battery." This is normal. It does NOT affect performance. It simply means the battery serial number is new. This message is NOT a defect.

3. Oloop 12-Month Warranty (Defects)

In addition to your rights under Australian Consumer Law, Oloop provides a 12-Month Warranty against hardware defects.

What is Covered:

Hardware faults (Screen touch, Camera, FaceID, Logic Board, Charging Port).

What is NOT Covered:

Physical Damage: Cracks, dents, bent frames, or drops.
Liquid Damage: Refurbished devices are NOT guaranteed to be waterproof.
Third-Party Repairs: Any repair carried out by anyone other than Oloop voids this warranty immediately.

Shipping for Warranty: Oloop covers ALL shipping costs for valid warranty claims.

4. Fair Play Fees (The "No Nonsense" Policy)

To keep our prices fair, we enforce the following fees for invalid returns (deducted from your refund):

Issue	Fee	Reason
No Fault Found (NFF)	$30.00	If you claim a defect to get free shipping, but our testing confirms the device works perfectly.
Security Lock (iCloud)	$30.00	If you return a device linked to an Apple ID. You MUST sign out before returning.
Missing Accessories	$20.00	If the charging cable or original box is not returned.

5. Returns Process

Contact Us: Email jason@oloop.com.au with your Order Number to request a Return Authorisation (RA).
Prepare: Backup data, Sign Out of iCloud, and factory reset.
Ship: Send via a trackable service (e.g., Australia Post with Signature).

6. Australian Consumer Law Statement

Our goods come with guarantees that cannot be excluded under the 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For more information about Australian Consumer Law, visit the ACCC website.

7. Contact Us

For shipping or returns questions, contact Jason directly: