Go Troppo Hardware Limited Refund Policy

1. Overview

This document pertains to customers who purchase hardware from Go Troppo, including modems and handsets, for use in conjunction with our telecommunications services. It outlines our limited hardware refund policy applicable to consumer and small business customers as covered by the Australian Consumer Law, as further detailed in clause 20 of the General Terms of our Standard Form of Agreement (SFOA).

This policy specifies the limited circumstances under which you may be entitled to a refund for hardware purchased from us and the procedure for requesting such a refund.

Nothing in this policy limits or excludes any rights to refunds, repairs, or replacements related to faulty or damaged hardware arising under:

  • Any applicable manufacturer’s warranty for your hardware.
  • Consumer guarantees under the Australian Consumer Law that cannot be excluded, such as ensuring that supplied hardware is fit for purpose and free from defects.

For more information regarding your rights concerning faulty hardware, please refer to our Hardware Warranty Information document available on the Policies page of our website.

2. Ownership and Responsibility for Hardware

All hardware supplied to you for use with any month-to-month residential telecommunications services must be purchased and paid for upfront. This hardware is not subject to any ongoing finance or supply agreement, meaning that upon purchase, you own the hardware outright.

The hardware provided is unlocked and may be used with other service providers if you decide to cancel your services with us, subject to any limitations or conditions imposed by the manufacturer or the third-party service provider to whom you are transferring your services. We encourage you to review the specifications and conditions applicable to your selected hardware on our website prior to making a purchase.

3. Limited Refund Rights

Due to the nature of hardware orders being placed with the manufacturer at the time of purchase, we do not accept returns or refund requests except in the following circumstances:

  1. If, after purchasing hardware from us alongside one of our services, you are informed that the relevant service is:
    • a. Unlikely to be connected for at least three months from the date of order due to delays caused by NBN Co or another third-party service provider. In this case, you must request a refund for the hardware within 14 days of being notified of the delay; or
    • b. Unable to be provided for any reason beyond your control, including if your premises is not serviceable.

Example Scenario: During your NBN appointment, an NBN Co technician informs you that a remediation date is required due to an identified issue with service delivery, and the scheduled remediation date is over three months from the current date.

  1. You have received an incorrect item of hardware that does not match the item you ordered.

4. What Does Not Qualify for a Refund?

Refund requests will not be accepted for:

  • Buyer’s remorse, such as changing your mind or finding a lower-cost item elsewhere.
  • Delays in NBN connection of less than three months caused by NBN Co, as we do not control NBN Co’s installation schedule or technician availability.
  • Canceling your service or transferring it to another provider. You own your hardware outright after purchase and it is unlocked for use with other service providers, subject to any limitations imposed by the manufacturer or third-party provider.
  • Requests to swap your purchased hardware for another model, unless the original item has not yet been dispatched.
  • Delays in NBN installation or readiness caused by your actions, such as failure to install required in-home cabling or repeatedly canceling or rescheduling appointments with NBN Co technicians.

5. Process for Approved Returns and Refunds

If you have any inquiries regarding this Policy or wish to submit a return or refund request in accordance with these terms, please contact us.

Our response time for return or refund requests is typically within five business days. As all requests are subject to review, we appreciate your patience during this process. Once we have assessed your request, we will contact you with any further questions or to inform you of the outcome.

If we determine that you are eligible for a refund, processing will not occur until we receive the returned hardware from you. Hardware must be returned with its original packaging and accessories, in the same condition as when received. Incomplete or damaged returns may result in ineligibility for a refund.

Return postage costs for hardware approved for return under this Policy will be at your expense, except in cases where an incorrect item was sent. Please retain the postage receipt for tracking purposes.

Upon receipt of the returned hardware, you will receive your approved refund back to the original payment method within five business days, unless an alternative payment method is agreed upon.

Please note that refunds may take longer to process during holiday periods or depending on your bank’s processing times. If we confirm that a refund has been processed but you have not received it, please check with your bank before contacting us.

Returns and refunds for faulty hardware are covered by our Hardware Warranty Information document on the Policies page of our website.