OAKTREE CASE / CUSTOMER CARE

Returns &
Warranty.

Good protection deserves dependable support. Clear answers, straightforward returns and a team here to help if something isn't right.

Start a request   ↗ Explore our policies   ↓
Australian owned.
Established 2018.Local customer support and practical solutions when you need them.
30 daysChange-of-mind returns on eligible unused items
12 monthsExpress warranty against manufacturing defects
Australian supportsupport@oaktreecase.com.au
THE ESSENTIALS

Shop confidently. We've got you covered.

Clear policies for change-of-mind returns, wrong-model orders and products that aren't working as they should.

01 / RETURNS

Changed your mind?

Request a return within 30 days of delivery. Eligible products must be unused, undamaged and complete with their original packaging, accessories and protective films.

02 / WARRANTY

Something not right?

Our 12-month express warranty covers manufacturing and material defects under normal use. Your Australian Consumer Law rights apply in addition.

03 / ORDER ISSUES

Received the wrong item?

If we've sent you a different item from what you ordered, contact us. We'll arrange an appropriate resolution and cover reasonable necessary return postage.

Eligibility for change-of-mind returns

If you've changed your mind or selected the wrong phone model, request a return within 30 days of delivery. To be eligible, your item must be:

  • Unused, undamaged and in resaleable condition.
  • Complete with original packaging, accessories and protective films or seals, where applicable.
  • Accompanied by an order number or other proof of purchase.

Used or fitted items may not qualify for our voluntary change-of-mind return offer. These conditions do not limit your rights for faulty or non-compliant goods.

Return postage and refunds

You are responsible for return postage for an eligible change-of-mind return. We recommend tracked shipping. Original delivery charges are not refunded for change-of-mind returns unless required by law.

Once we receive and assess the item, approved refunds are issued to the original payment method. Your payment provider may take additional time to credit the funds.

Ordered the wrong model?

The fastest way to get the correct case is to place a new order for the right model rather than waiting for an exchange. Simply return the incorrect case to us in its original, unused condition. Once we receive and inspect the returned item, we'll process a refund for the incorrect case, provided it meets our return conditions.

If we sent the wrong item

Send us your order number and a photo or description of the item received. We'll help put things right and cover reasonable return-postage costs where required.

What is covered

Contact us with proof of purchase, details of the fault, and photos or video if available. For faults covered by our express warranty, we'll arrange a repair or replacement at no charge. If those remedies are unavailable, we'll offer a refund. Your Australian Consumer Law rights are separate and may provide additional remedies.

What is not covered by this express warranty

  • Accidental damage, impacts, misuse or improper handling.
  • Normal cosmetic wear and tear.
  • Damage from incorrect installation, failure to follow product instructions or unauthorised modification.

These exclusions apply only to our additional express warranty and do not remove statutory rights.

Assessment and return postage

We may ask to inspect the case. Please contact us before sending it. If a product is confirmed faulty, we'll arrange or reimburse reasonable return postage. Keep your postage receipt. Faulty goods do not need their original packaging to qualify for a statutory remedy.

Device damage and liability

OAKTREE CASE has no liability for any damage or destruction to your devices that are contained inside the products.

We cannot necessarily verify where, when or how a device was damaged, whether a case was fitted at the time, or how it was used. Reporting that a phone was inside an OAKTREE CASE does not by itself establish that the case was defective or caused the damage. We may request photographs, incident details and the case itself to investigate a claim.

Nothing here excludes or restricts rights or remedies that cannot lawfully be excluded under Australian Consumer Law.

Waterproof case care

For waterproof cases, follow the specific assembly, seal-checking and pre-use water-testing instructions supplied with the product. We assess performance claims individually based on available evidence and the circumstances of use.

A SIMPLE PROCESS

How to start a claim.

Three steps to get your request moving.

STEP 01

Contact us

Email support@oaktreecase.com.au with your order number, a description of the issue and photos if available.

STEP 02

Receive instructions

We'll review the information, request any additional details and tell you whether and where to return the item. Please don't post anything without contacting us first.

STEP 03

Get a resolution

Following assessment, we'll arrange the appropriate refund, repair, replacement or exchange consistent with this policy and your legal rights.

WE'RE HERE TO HELP

Need to start a request?

Have your order number ready and our team will guide you through the next step.

Email customer support ↗
GOOD TO KNOW

Frequently asked questions.

Straightforward answers to common return and warranty questions.

Can I return a case if I chose the wrong phone model?

Yes, if you request a return within 30 days of delivery and the case meets our unused and original-packaging conditions. Return postage is your responsibility when you selected the incorrect model. If we sent the wrong model, contact us so we can correct our error.

Can I return a case that has already been used?

Used items generally aren't eligible for voluntary change-of-mind returns. Faulty or non-compliant products may still qualify for a remedy under Australian Consumer Law, even without original packaging.

Who pays return postage?

For change-of-mind returns you pay return postage. If we sent the wrong item or a product is confirmed faulty, we cover reasonable necessary return-postage costs. Keep your postage receipt.

When will my refund arrive?

Approved change-of-mind refunds are issued after the product is received and checked. Your bank or payment provider may take additional time to show the funds. Faulty-goods remedies follow your statutory rights.

Does the warranty apply after 12 months?

Our express warranty lasts 12 months from purchase. Australian Consumer Law guarantees are separate and may apply beyond this period, depending on the circumstances.

Does the warranty cover damage to my phone?

The express warranty covers eligible defects in the OAKTREE CASE product itself, not phone insurance. We do not automatically accept responsibility for damage to a phone simply because it is reported to have been inside a case. We assess each claim on the evidence and whether a defect in the case caused the damage. Rights that cannot be excluded under Australian Consumer Law continue to apply.

Where should I send my return?

Contact customer support before posting a return so we can supply instructions. Include your order number and use the return address provided by our team.

YOUR RIGHTS MATTER

Australian Consumer Law.

Our change-of-mind policy and express warranty are in addition to your legal consumer guarantees.

Consumer guarantee statement

Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

How to make a warranty claim

Contact support@oaktreecase.com.au with proof of purchase, an explanation of the fault and photographs or video, if possible. We will explain the assessment procedure and any applicable repair, replacement or refund. For a confirmed fault, we bear reasonable return-postage costs as described above.

Business and returns contact

OAKTREE CASE
Operated by Qarluqla Group Pty Ltd
Return mailing address: PO BOX 171, Holden Hill SA 5088, Australia
Email: support@oaktreecase.com.au

This page applies to purchases made directly from oaktreecase.com.au. Nothing here excludes, restricts or modifies any consumer guarantee or other right that cannot legally be excluded.