Returns Policy
We accept returns on most new, unused items within 60 days of delivery, subject to the conditions outlined below.
1. Returns due to our error (incorrect item supplied)
If a return is required due to an error on our part, for example an incorrect item supplied:
- We will replace the item at no cost to you or provide a full refund.
- Photographic evidence is required before any return is approved.
- For higher-value items, we will provide or reimburse return postage.
- In some cases, we may not require the item to be returned.
2. Change of mind / incorrect purchase / incompatibility
This includes returns due to:
- Incorrect purchase
- Incorrect phone or device model selected
- Incompatible device
- Incorrect installation
- Change of mind
- Dissatisfaction with the product where the item is not faulty
The following conditions apply:
- Return approval must be obtained before sending any item back.
- Returns for a refund are subject to a flat $15 return fee. This fee will be deducted from the refund amount.
- Exchanges for a different model are subject to a flat $10.95 exchange fee. This helps cover replacement postage and packaging.
- Unless otherwise agreed, return postage for the original item is the responsibility of the customer.
- Returned items must be in suitable condition and include all parts and accessories originally supplied.
- In some cases, we may offer a discount, replacement or other solution without requiring the item to be returned.
The $15 return fee and $10.95 exchange fee apply to change-of-mind, incorrect purchase, compatibility and similar customer-choice returns only. They do not apply where the customer is entitled to a remedy under Australian Consumer Law.
3. Unauthorised returns
Items returned without prior approval or outside of our returns process may not be eligible for a refund.
4. Refund processing timeframes
Once an approved return has been received:
- Processing time: 3–5 business days
- Bank processing time: 5–10 business days
You should generally expect your refund within 2–4 weeks from the date the return is lodged.
5. How to request a return
To request a return, please contact us first before sending any item back.
Email: info@newcase.com.au
When contacting us, please include:
- Your order number
- The email address used to place the order
- A brief description of the issue
- Photos of the item if the return relates to an incorrect, damaged or faulty product
Once your request has been reviewed and approved, we will provide the appropriate return instructions.
Returns sent without prior approval may not be eligible for a refund.
6. Australian Consumer Law
This policy operates in addition to your rights 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Shipping
Dispatch Timeframes
We aim to dispatch all orders within 1–3 business days once payment has been received.
Dispatch times may vary during peak periods or public holidays.
Shipping Options
We currently offer the following Australia Post shipping options:
Standard + Tracking ($6.95)
- Registered Australia Post mail service
- Includes tracking and insurance against loss or damage
- Estimated delivery time: 3–9 business days
- Free on orders over $50
Express Delivery ($9.95)
- Australia Post Express service
- Includes tracking and insurance against loss or damage
- Estimated delivery time: 1–3 business days
- Only $5.95 on orders above $50
- Free on orders above $100
Delivery Timeframes
All delivery timeframes are estimates only and commence from the date of dispatch, not the order date.
Delays caused by Australia Post, weather events or other factors outside our control are not considered dispatch delays.
Lost or Delayed Items
- For tracked services, we can lodge an investigation with Australia Post once the parcel becomes eligible for investigation.
- For untracked shipping services, we are unable to investigate or confirm delivery status.
Choosing a tracked shipping option provides greater protection and visibility for your delivery.
Address Accuracy
Please ensure your delivery address is correct at checkout.
We are not responsible for delays or non-delivery caused by incorrect or incomplete address details provided by the customer.