Legal
Refunds & Returns Policy — Rello Phone
Last Updated: September 2026
At Rello Phone, we want every family to love connecting screen-free. This policy outlines how refunds, returns, exchanges, and cancellations work for pre-orders, product purchases, and subscriptions. This policy is provided in addition to your rights under the Australian Consumer Law.
1 Pre-Order Cancellations
Your pre-order is fully refundable at any time before you receive your official dispatch confirmation email. If you decide to cancel before your phone has dispatched, we will refund your payment in full. To request a cancellation, email hello@rellophone.com with your order details. Refunds are processed within 3 to 5 business days back to your original payment method.
2 30-Day Change-of-Mind Guarantee
Once your Rello Phone arrives, you have 30 days from the delivery date to test it in your home. If you decide it is not right for your family, you may return it for a full refund of the product purchase price or an exchange. To qualify, the device must be in good, resaleable condition with all original cables and accessories. To start a return, email hello@rellophone.com. Return shipping costs for change-of-mind returns are the responsibility of the customer. Once your returned device is received and assessed, your refund will be issued within 5 business days.
3 Damaged in Transit
If your Rello Phone arrives damaged, please take a photo of the damaged packaging and product immediately and email hello@rellophone.com within 7 days of delivery. We will arrange a replacement unit promptly and cover all return collection costs for the damaged phone. Please note that to the extent permitted by law, we may not be able to offer a return or replacement if damage is not reported within 7 days of delivery.
4 Faulty Products & 12-Month Warranty
Every new Rello Phone comes with a 12-month manufacturer warranty covering defects in materials, electrical failure, and workmanship under normal household use. This warranty does not cover accidental damage (such as severe drops or liquid spills), cosmetic wear and tear, or unauthorised physical alterations. If your device stops working, email hello@rellophone.com describing the issue. We will attempt remote troubleshooting first. If a hardware fault exists, we will cover the return shipping costs and provide a repair, replacement, or refund depending on your rights under the Australian Consumer Law.
5 Subscription Cancellations & Fees
Paid subscriptions are billed monthly in advance. You can cancel your paid subscription at any time in the Rello App or by emailing hello@rellophone.com. There are no lock-in contracts or exit fees. If you cancel mid-month, your paid features continue until the end of your current billing period (subscription fees are not prorated or partially refunded). Once the billing period ends, your device automatically reverts to the Free plan. The Free plan has no recurring fees and requires no refunds.
6 Your Consumer Rights (Australian Consumer Law)
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the product or service, you are entitled to cancel your service contract and receive a full refund or replacement. For minor failures, we will repair or replace the product within a reasonable time. Nothing in this policy excludes, restricts, or modifies any consumer rights conferred on you by the Competition and Consumer Act 2010 (Cth).
7 How to Start a Return or Claim
To initiate any return, warranty claim, or pre-order refund, email hello@rellophone.com with your order number and a brief description of your request. Our support team will respond within 1 to 2 business days with instructions.