All devices and non-fashion items sold on Reebelo come with a 12-Month-Vendor Warranty against all product defects, both hardware and software, during the warranty period. This includes significant differences in products from what was originally ordered at the time of delivery. During this warranty period, the item may be eligible for a repair, replacement or a refund, depending on the nature of the fault. You can read more about what's covered under the warranty here.
The 12-Month-Vendor Warranty doesn't affect your rights under the Australian Consumer Law (ACL), if your product experiences a major or minor problem after this period, we can proceed to have the device returned to the vendor for inspection. If, during inspection, the vendor finds the issue qualifies as a major failure not caused by misuse, you may be entitled to a remedy as defined under the ACL. However, if the vendor determines the issue stems from accidental or intentional damage, the device will not be covered, and repair costs will be your responsibility.
If you'd like to continue to make a 12-Month-Vendor Warranty claim, please follow the steps below.
1. Log in to your account
If you've placed an order on Reebelo before, then you've already started the account creation process! If you are having trouble logging in and don't recall creating an account, please first try resetting your password by entering the email you used during checkout. Once you've reset the password, try logging in with the password and email.
You can click here to login to your account for quick access.
Once logged in, click "Account" and then select "My Orders" from the drop down list.
2. Locate the device and click Warranty Claim
Under "My Orders" you should see the orders you have made. Click the "Warranty Claim". The button may be unavailable if the warranty has expired. This doesn't affect your rights under the Australian Consumer Law (ACL), which may entitle you to a repair, replacement, or refund if the device has a major or minor problem. Please contact us directly if that's the case and the button is unavailable.
Note: The Return button will be unavailable if the item has passed the 30-day change-of-mind return policy.
Once you click "Warranty Claim", you will see the following,
3. Provide the details
Now make the appropriate selections and provide the details in the form. Please ensure that the information is accurate, otherwise this may affect the eligibility to return under the warranty policy.
A minimum of 4 clear pictures are required before submitting a claim. You're welcome to review our Photo Guidelines for different item types here.
Photos of smartphones and iPads/tablets should include:
1. The front of the device with all four corners visible
2. The back of the device with all four corners visible
3. Right side of the device
4. Left side of the device
5. Top of the device
6. Bottom of the device
Photos of laptops should include,
1. The screen with all four corners visible
2. The keyboard with all four corners of the laptop visible
3. Back and front case of the laptop
4. Right and left side of the laptop
For any other products not listed here, similarly, please take clear photos, avoiding reflections, showing the front, back, and sides of the item.
4. We'll get back to you
Once you've submitted the claim, our Support Team will get back to you within 48 hours with more details on the return process. Further instruction will be included in the email.
Important Notice: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You're entitled to a replacement or a refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure doesn't amount to a major failure.
If you are not satisfied with a remedy under the 12-Month-Vendor Warranty period and/or you feel that your ACL rights are not being appropriately observed, then you can submit your concerns in writing to escalation@reebelo.com.au.