This policy applies to everything bought from Privacy First: hardened devices, eSIMs, VPN codes, licences and keys, and setup services. To ask for a return or refund, contact us or email sales@privacyfirst.com.au with your order number (it starts with PF-).
1. Your Rights Under the Australian Consumer Law
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.
Our services also come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Nothing in this policy or our Terms & Conditions limits these rights.
2. Faulty, Not as Described, or Not Delivered
- Devices that arrive faulty or develop a fault covered by the guarantees above: contact us, and we'll arrange the return at our cost and repair, replace or refund as the law requires.
- eSIMs, codes, licences and keys that don't work as described (for example, an eSIM that can't be installed, or a code that has already been used): contact us and we'll replace it, or refund it if we can't.
- Orders we can't supply (for example, out of stock after payment): we refund you in full, unless you choose to wait or take store credit.
A problem caused by misuse, accident, or changes you made after delivery (such as installing other software on a device) isn't a failure of the guarantees.
3. Change of Mind
If you live in the EU, EEA or UK, section 4 applies instead of this section.
- Devices: you may return a device within 14 days of delivery if it is unused, unactivated and complete in its original packaging. We give you store credit for the price of the device; return postage is at your cost. If you don't accept our Conditions of Use (section 8 of our Terms & Conditions), tell us before using the device and return it unused, and we'll refund you.
- eSIMs, codes, licences and keys can't be returned for a change of mind once delivered, because they can't be taken back.
- Services (such as device setup) can't be refunded for a change of mind once we have started them.
Store credit is valid for 3 years, can be used on any order (including shipping), and is not redeemable for cash.
4. EU, EEA and UK Customers: Your Right to Withdraw
If you live in the European Union, Iceland, Liechtenstein, Norway or the United Kingdom, you have the right to withdraw from your order within 14 days without giving any reason.
How long you have. For goods (including our devices), 14 days from the day you (or someone you name, other than the carrier) receive them, or the last item if they arrive separately. For digital items and services, 14 days from the day of the order.
How to withdraw. Tell us clearly that you're withdrawing, before the 14 days end. The easiest way is our withdraw from contract here page, which acknowledges your withdrawal by email straight away. You can also email sales@privacyfirst.com.au, or use the model form below; you don't have to use it.
Your refund. We refund all payments received from you, including standard delivery costs (not the extra cost of a faster delivery you chose), without undue delay and within 14 days of the day we're told of your withdrawal. We use the same means of payment you used (a card payment back to your card; a cryptocurrency payment in cryptocurrency, see section 5) unless you expressly agree otherwise, such as store credit, and you won't pay any fees for the refund. For goods, we may hold the refund until we have them back or you have shown that you've sent them, whichever is first.
Returning goods. Send them back to us without undue delay and within 14 days of telling us you're withdrawing. You pay the direct cost of returning them. You are only liable for any reduction in their value caused by handling them more than needed to check their nature, characteristics and functioning.
When the right to withdraw is lost.
- Digital items (eSIMs, eSIM top-ups, VPN codes, Threema licences, Software Flash Licenses): once delivered, if at checkout you asked us to deliver them straight away and acknowledged that you would lose your right to withdraw. We confirm this in your order email.
- Services (such as device setup): once fully performed, if you asked us to start straight away and acknowledged that you would lose your right to withdraw once it is fully performed. If you withdraw after asking us to start but before it's finished, you pay for the part already provided.
Devices are standard products that we prepare the same way for every customer, so you can withdraw from buying one like any other goods.
Legal guarantee. Separately from withdrawal, goods and digital items must conform to the contract. If you live in the EU or EEA you have a legal guarantee of at least 2 years; in the UK, your rights under the Consumer Rights Act 2015. These rights are not affected by anything in our policies.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: PF Enterprises Pty Ltd (Privacy First), 2/290 Boundary Street, Spring Hill QLD 4000, Australia. Email: sales@privacyfirst.com.au
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
Ordered on (*)/received on (*),
Order number,
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
(*) Delete as appropriate.
5. Orders Paid in Cryptocurrency
Money refunds for orders paid in cryptocurrency are made as set out in section 10 of our Terms & Conditions: the price of your order, in the cryptocurrency you choose from those we accept, at the exchange rate on the day of the refund. We pay the network fee. Change-of-mind refunds under section 3 are given as store credit. If you withdraw under section 4, your refund is made in cryptocurrency unless you agree to store credit.
6. How and When Refunds Are Paid
- Card payments are refunded to the card used. Your bank may take 5 to 10 business days to show it.
- Cryptocurrency payments are refunded as in section 5.
- Store credit used on an order is returned as store credit.
- We refund within 14 days of agreeing the refund (or of your withdrawal, under section 4).
Withdraw from contract here
If you live in the EU, EEA or UK and are within your 14-day withdrawal period, you can withdraw from your order online. We'll acknowledge it by email straight away.
This policy covers your rights when something goes wrong, our change-of-mind policy, and how to withdraw from an order if you live in the EU, EEA or UK.
Privacy First is a registered business name of PF Enterprises Pty Ltd (ABN 39 681 029 327). All products and services offered under the Privacy First name are supplied by PF Enterprises Pty Ltd.