Returns / Refunds
This policy outlines returns and refunds for secure phones and related purchases from Kallias Cloud. It operates alongside your rights under Australian Consumer Law (ACL).
1. No change-of-mind returns
We do not accept returns or refunds for change of mind, incorrect ordering, or where you no longer require the product. This includes cases where the product is unopened or unused.
2. Faulty goods and ACL
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
If the failure is minor, we may choose to repair, replace, or refund the item.
3. Provisioning services
Secure phones include provisioning services such as operating system installation and baseline configuration. Once provisioning has commenced or been completed, refunds for services are not available except where required under Australian Consumer Law.
4. Exclusions
- Damage caused by misuse, accidents, or unauthorised modification.
- Issues arising from unsupported software, apps, or configuration changes.
- Loss or theft after delivery.
- Security incidents resulting from user activity or third-party applications.
5. How to report a fault
If you believe your item is faulty, contact us as soon as reasonably possible with:
- Your order reference
- A description of the issue
- Photos or evidence where applicable
We will assess the issue and advise on next steps, including repair, replacement, or refund where required by law.
6. Refund processing
Approved refunds are processed to the original payment method. Processing times depend on the payment provider and financial institution.
Last updated: 6 February 2026