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.

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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.

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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%.

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3. Shipping Options & Rates

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

Select your preferred shipping method at checkout.

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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)	5-8 business days	2-4 business days
Regional & Remote Areas	7-14 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.

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5. International Shipping

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

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6. Shipping Contact

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

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Part 2: Returns & Refunds Policy

Our Philosophy: Built on Transparency & Australian Consumer Law

Our return policy is designed to be as transparent and reliable as our Oloop TrueReport™ system. We stand by the accuracy of our inspections and our obligations under the Australian Consumer Law (ACL).

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1. Our 14-Day Satisfaction Guarantee

How Our Guarantee Works:

You have 14 days from delivery to evaluate your Oloop iPhone. If it's not right for you, you can return it for a full refund—for any reason, including simple change of mind.

Why Our Return Rate is Less Than 3%:

Unlike retailers who sell identical mass-produced phones, every Oloop iPhone is unique and comes with a detailed TrueReport™ that shows:

• Exact battery health percentage (not just ≥80%)
• Photos of actual cosmetic condition
• Results from 30+ function tests
• Every known imperfection documented

You know exactly what you're getting before you buy. That's why most customers never need to return—the TrueReport™ eliminates surprises.

How to Request a Return:

1. Contact Jason within 14 days: Email jason@oloop.com.au with your order number and reason for return
2. Receive return authorization: Jason will review your request within 24 hours (business days) and provide a pre-paid return label if approved
3. Pack and ship: Use the original packaging and drop off at any Australia Post location
4. Inspection & refund: Once we receive and inspect the device (2-3 business days), we'll process your refund

⏱️ Return Processing: Refunds are processed within 1-2 business days after inspection. Your bank may take an additional 5-10 days to process the refund (typically 7-15 business days total).

What Happens to Returns?

Returned devices are re-inspected, given a new TrueReport™, and listed for sale. Because we document everything transparently, returned devices in perfect condition are resold at full price. This is why we can confidently offer this guarantee—we're not afraid of returns.

Our Commitment: If your return meets the conditions above, you'll receive a full refund—no restocking fees, no hassles. We stand behind every iPhone we sell.

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2. Your Rights Under Australian Consumer Law (ACL)

Your statutory rights under ACL are fully protected regardless of the 14-day satisfaction guarantee above.

You are entitled to a remedy (refund, repair, or replacement) if your device has a major failure at any time.

What Qualifies as a "Major Failure"?

Major Failure Type	Examples
Dead on Arrival (DOA)	Device will not power on, completely non-functional despite charging
Significant Report Discrepancy	A hardware function marked "Passed" in the Oloop TrueReport™ is actually non-functional (e.g., Face ID marked as working but doesn't function)
Undocumented Major Damage	Significant cosmetic damage not mentioned in the Oloop TrueReport™ (minor scratches documented in the report are not eligible)
Wrong Item Sent	The Oloop TrueReport™ ID on the device/box does not match your order confirmation

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3. Reporting Hardware Issues After 14 Days

If you discover a major hardware failure after the 14-day satisfaction guarantee period, you are still protected under the Australian Consumer Law and our 1-Year Coverage.

When to Contact Us:

We strongly recommend contacting us as soon as you discover any issue. The sooner you report a problem, the easier it is for us to:

• Verify the issue against your original Oloop TrueReport™
• Determine if it's covered under ACL or our 1-Year Coverage
• Resolve it quickly with minimal disruption to you

What to Do When You Discover an Issue:

1. Document the problem: Take clear photos or videos showing the issue
2. Check your TrueReport™: Confirm whether the issue was documented in your original report
3. Contact Jason immediately: Email jason@oloop.com.au with details

✅ Our Promise: If your device has a major failure that contradicts your Oloop TrueReport™, we will make it right—whether it's been 15 days or 150 days. That's our Founder's Guarantee.

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4. How to Start a Return (For Major Failures)

If your device has a major failure as defined above, contact Jason immediately:

❌ Do Not Send Items Without Authorization: Returns sent without prior approval will not be accepted and will be returned to sender at your expense.

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5. Return Shipping

If your return is approved:

• We will email you a pre-paid Australia Post return label
• You simply need to securely pack the device (use the original packaging if possible)
• Drop it off at any Australia Post location
• Return shipping is free for you if the return qualifies under ACL or our 14-Day Guarantee

Return Address:

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6. Inspection & Resolution

Once we receive your return:

1. Inspection (2-3 business days): Jason will personally inspect the device to verify the reported issue and confirm it qualifies under this policy
2. Notification: We will email you with the inspection results
3. Resolution: If approved, you will receive:
   • Full Refund to your original payment method, OR
   • Replacement Device with a new Oloop TrueReport™, OR
   • Repair (if applicable and you agree)

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7. Refund Processing Time

If a refund is approved:

• Processing Time: 1-2 business days after inspection
• Bank Processing: Your bank/credit card company may take an additional 5-10 days to process the refund
• Total Timeline: Typically 7-15 business days from when we receive your return

If more than 15 business days have passed since we approved your refund, please contact us at jason@oloop.com.au.

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8. What is NOT Covered by This Returns Policy

Not Eligible for Return	Why
Conditions Already Documented	Any cosmetic scratches, battery health percentage, or known issues documented in the Oloop TrueReport™
Accidental Damage	Drops, cracks, liquid damage, or physical impacts that occur after delivery
Software Issues	iOS bugs, forgotten passcodes, iCloud locks, app crashes (not hardware failures)
Normal Battery Degradation	Battery health naturally decreases with use (e.g., 100% → 99% over weeks)

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9. Oloop 1-Year Coverage (Days 15-365)

All hardware functions marked "Passed" in your Oloop TrueReport™ are guaranteed to work for one full year from delivery.

👉 View Full 1-Year Coverage Details

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10. Your ACL Rights Summary

This returns policy works alongside (not in place of) your rights under Australian Consumer Law. You are entitled to:

• A refund or replacement for a major failure
• Compensation for any other reasonably foreseeable loss or damage
• Repair or replacement if goods fail to be of acceptable quality

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

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11. Contact Us

For shipping or returns questions, contact Jason directly:

Last Updated: November 21, 2025