Hi, my phone developed a fault and I submitted a warranty request. I was eventually given a return label. I returned the phone and the label was scanned at the post office. I have not heard any update regarding my phone. The process started on 17th Feb. Today is 3rd March. There isn't any communication regarding the phone. How do I track this when there isn't any way to directly phone Reebelo. I need my phone.
Hi Laurie, We sincerely apologize for the delay and the lack of updates regarding your return. We understand how important it is to have your phone back as quickly as possible. Our team has sent you an email with a detailed update on your warranty request and the status of your device. Please check your inbox, as well as your junk or spam folders, just in case it landed there.
You can reply directly to that email if you have any further questions or need additional assistance—our team is ready to help you from there!
Your Reebelo Team
Why is my order taking so long I'm thinking of cancelling as I can get faster delivery else where
Hi Lynee D, Thanks for reaching out. We’re sorry for the delay and understand how frustrating it can be. Typically, orders are dispatched within 1–5 business days from the seller’s warehouse. If you haven’t received tracking details within that timeframe, we recommend contacting our customer support team via your Reebelo account or by emailing us at support@reebelo.com.au and we’ll be happy to look into this for you.
We appreciate your patience and hope to get this sorted for you soon.
Your Reebelo Team
When I send in my phone under warranty for repairs/replacement, do I pack it with the original box including the charger? Is it okay if I do that? Can I also invert the bag it originally came from to use as wrapping or should I get a new bag?
Hi Furu, Thanks for reaching out! When sending your device back for warranty repair or replacement, please make sure to exclude any accessories (including the charger), the physical SIM card, and phone casing, as these are not required and won’t be returned.
You may reuse the original packaging material, such as the delivery bag, if it’s still in good condition. However, please ensure the device is packed safely and securely, as Reebelo will not be liable for any damage that occurs in transit due to inadequate packaging. If the original bag isn’t suitable, we recommend using a new, sturdy package for added protection.
If you have any further questions or concerns, feel free to reach out to our customer support team through your Reebelo account or by emailing support@reebelo.com.au. We’re here to help!
Your Reebelo Team
Will you be able to return a faulty phone without paying extra for service?
Will you be able to return a faulty phone without paying extra for service?
Hi Isla! Yes, if your phone is faulty, you can return it at no extra cost. We’ll provide a free return label, so there won’t be any shipping fees on your end. If the device is still under warranty, we’ll assist with a free repair or replacement as per our warranty terms. To get started, please submit a return request through your Reebelo account. If you run into any issues, feel free to reach out to us at support@reebelo.com.au — we’ll be happy to help!
Your Reebelo Team
I purchased a Samsung watch from Reebelo which stopped working and was subsequently replaced as I had extended care. The problem is the replacement watch will not allow me to use the back button. I have raised a ticket with a video showing the issue, also I sent an email and I am still waiting for a reply. The original order number was A292784 and the ticket number for the replacement was #579301. If I cannot get a working replacement can someone advised me how to process a refund as this is now beyond ridiculous.
Hi Rachel, We sincerely apologize for the ongoing issue with your replacement watch and the inconvenience this has caused. We have responded to your email regarding your warranty claim and will continue assisting you there until this matter is fully resolved.
Thank you for bringing this to our attention. Please rest assured that we are committed to making things right.
Your Reebelo Team
I am trying to return a phone which has issues and have met with nothing but requests for more photos. I purchased insurance with Rebeelo and all I want is a return label so they can take a look at the phone, repair or replace it as it is also still under warranty + insurance but they keep trying to fob me off. Once I send it back they will see the issues and should either under warranty or insurance be able to replace or fix it. Because of all these delays I will be without my phone for at least another week andf with 3 young children this is a huge inconvenience which should not be happening. Why do they not just send a return label and check the phone out. It was purchased in March 2024 and this is now January 2025.
Hi Pat, We would first like to thank you for choosing Reebelo and we are very sorry to hear about the poor experience you have had. Our aim is to provide great products to our customers and deliver excellent service.
Unfortunately we cannot identify your order from this review, could you please provide us your order number so that we can asisst you further on this issue.
Your Reebelo Team
Hi hi I recently purchased a iPhone 11 through your service. Upon receiving iPhone 11 the unit crashes continuously and will not stay on for more than five minutes. It also comes up with an error code on the phone stating that is not an original battery. I have emailed several times to have this phone returned but I’m not receiving a return email. Can you please address this as soon as possible
Hi Brad, We would first like to thank you for choosing Reebelo and we are very sorry to hear about the poor experience you have had. Our aim is to provide great products to our customers and deliver excellent service.
Unfortunately we cannot identify your order from this review. Can you please email us at support@reebelo.com.au so that we can assist you further on this issue. If you have emailed, could you please provide your email address here so that we can check the status for you.
Your Reebelo Team
This is exactly what is happening to me. Non- Genuine Apple battery inserted. The phone eventually blew up and the battery stayed hot for a full day. Now I have a couple of scratches, so my warranty is void. It's a scam and their Bot answers are the same
Hi Maceylisa, We’re truly sorry to hear about the issues you've experienced, and we understand how concerning this must be. Please rest assured that we take matters like this seriously. We've sent you an email with a return label and instructions so the device can be inspected by the seller. Once it has been received and reviewed, we’ll work on providing a suitable remedy to resolve the issue.
Thank you for your patience and for bringing this to our attention. We're committed to ensuring this is addressed appropriately.
Your Reebelo Team
I purchased an iPhone for my son back in April. Not long after that we started receiving messages from Telstra about the phone would not work after the 3G shutdown. I emailed Reebelo and they assured me that the phone was compatible and I would not have any issues. The 3G shutdown happened and we have issues making calls. I contacted Reebelo and they told me to send photos of the phone and put in a warranty claim. The phone has cracks so they told me the warranty is void. The condition of the phone has nothing to do with the fact that Reebelo sold a phone that does not work in Australia. I don't want a replacement phone. I just want it to work like they said it would.
Hi Glen, We sincerely apologize for the issues you have encountered with the device. We understand how frustrating this situation must be for you. While we are here to assist you with the warranty claim process, we regret to inform you that the physical damage on the device is not covered by our standard warranty. We provided a detailed explanation of this in our email response.
If you have any further concerns or questions, please feel free to reach out to us through the same email thread, and we will assist you accordingly.
Thank you for your understanding.
Your Reebelo Team
I did reply to the email. Still waiting for your reply and assistance.
I have the same problem with an iPhone 11 I bought for my daughter. I have just lodged a claim via the website.
Hi, I have the same problem regarding the 3G network issue and cannot use the new phone for calls in or out. I have applied for a refund and sent images. No one has responded and the customer service is poor with no number to call. Can you let me know how fast the refund will be done so that I can purchase a phone that does work.
Hi Ann,
We apologize for the inconvenience you have experienced. To assist you further, please provide your order number or email us the details at support@reebelo.com.au. We will look into this right away.
Your Reebelo Team
Hi I purchased a iPhone 11 from you in March this year including the additional protection plan. I have since found out after some research that it is model A2111 which is for usa and Canadian region. Hence I keep getting messages from aldi mobile that the device will not work after 28th October. I would not have bought the device if I knew it was from a region not compatible with the network here following 3g shutdown. Can you please confirm what can be done? Thanks!
Edit; I have tested it with a prepaid vodaphone sim as they shut down their 3g I January. It confirms the phone cannot make or receive voice calls or sms texts
Hi Lenny, We sincerely apologize for the issues you’ve experienced with your iPhone 11 and understand your frustration regarding its compatibility. We take these matters seriously and want to explore a suitable resolution for you. Please reach out to our customer support team at support@reebelo.com.au, and we will work diligently to address your concerns.
Thank you for your patience, and we look forward to assisting you further.
Your Reebelo Team
Hi Lenny I'm in the same situation. It's terrible. Was told it was a network issue. It's not good enough, I bought two Iphone 11 for my daughters, both now not working properly. I was ensured it would work after 3g shut down. Waste of money. Now apparently I have to buy 2 new devices. This has been going on for months. So not happy
Hi Suze, yes it is somewhat disappointing to be sold the phone when it doesn't work 6 months down the track. I will keep you posted, as I just wrote to their customer support just now. I would happily buy a another refurbished phone through them if they are able to give me a trade in at the original price paid for this current non working iPhone 11. I hope they can come up with a viable solution to this for all parties.
I agree , I bought one in Febuary and one in July. Hopefully something can be done.
Hi Suze Reebelo have been very responsive so far in addressing the problem. I've been communicating with them over the last 2 days. Will keep you posted on the outcome. I'm guessing they can still resell the phones that don't work here to other resellers overseas where they do work and don't use band 28 700mhz for voice calls.
Thank you so much. Let's hope for a good outcome for all of us. I have also been emailing back and forth.
I am in the same situation. I purchased an iPhone 11 in March and it now no longer works as it's the A2111 model, which I discovered later. This is despite reassurances in August from customer service at Reebelo that the device would continue to work after the 3G shutdown. I have contacted them for a refund today and am hoping for a speedy resolution (refund).
Hi Rachel Their customer service should reply to you. I have been in constant dialogue with them since last week and yesterday they sent a email along with aust post return label. I will return the phone tomorrow and see how we go from there. The phone is in exactly the same condition as when I received it, also i had paid for the battery to be new 100% and extended warranty too, I had to send them photos prior to the email from them with the return label. Will keep everyone posted on the outcome. Good luck to you guys too
Great news to report in regards to the 3g shut-down and my iPhone 11 not working. In the end it only took 1 week for reebelo to provide a like for like iphone 11 replacement that worked on the 4g network here in Australia. Didn't cost me a cent as even the return label via aust post was sent to me by reebelo customer service. A great outcome in the end, the replacement iphone 11 was in even better condition that the original one I purchased that didn't work after the 3g shut-down. Kudos to reebelo!
Hi Lenny,
Thank you for great feedback. Great that we could resolve this issue for you. :)
I am wondering why Reebelo does not have a phone call option after my husband and I both got phones. Keith returned his and we are in Australia -he was sent an American one that only had an e-simm option so would not work with our carrier. They are saying 2 weeks to repair and return when that is not what was requested - he needs a refurbished iPhone 15 max replacement which has a simm slot...The need for a quick turnaround seems lost and a request to talk to someone in management has not happened- a phone call should be given. There seem to be too many people sorting out a return for one client within the 14 day period so there is a disconnect within the request.. I recommended them and am very disappointed by the lack of continuity with the processing of this especially as he is going to a remote area in tassy and wont be able to use the phone if it takes that long. A normal send is a few days so surely those can be worked out.
Hi Cheryle, We sincerely apologize for the issues you encountered with the device and regret that your experience fell short of expectations. Our goal is to provide excellent service, and we are sorry for any frustration this situation has caused.
We follow specific time frames for processing all returns and will ensure that your return is handled within the given time frame unless exceptional circumstances arise. As part of our standard process, we inspect the returned device before providing an appropriate solution. We have shared the return deadline via email and will keep you updated on the progress until everything is resolved.
Currently, our primary contact method is via email, as it allows us to efficiently track issues and ensure proper follow-up. We value your feedback regarding the need for phone support and will share it with our team to explore future improvements.
Thank you for bringing this to our attention. We appreciate your patience and will do our best to resolve the situation as quickly as possible.
Your Reebelo Team
Hi, thanks for replying- the issue is that if you take 2 weeks Keith will have gone into the wilderness- without the camera he hoped for. Would it be better to just ask for a refund and buy a different refurbished iphone? It would take less time to get but is double handling for you....and then the wait for the refund. I would consider this an exceptional circumstance as most people are not going to a remote location that is out of mailing range within the 2-week time frame. He has stated this situation consistently and it does not seem to have been heard
Hi Cheryle, We understand the urgency of the situation. If you decide to pursue a refund, please let us know through the support ticket you have raised, and our team will forward your request to the seller. However, please note that the seller will still need to complete the inspection process before approving the refund.
We apologize for any inconvenience this may have caused and appreciate your understanding.
Your Reebelo Team
Reebello, it is not a warranty issue it is a "selling of obsolete tech" issue.
Hi Cheryle, Our seller will inspect on this and get back to you soon.
Hi! I made a purchase for samsung s10 0aid 269 its come out of my account. I was not sent a confirmation email on my order? Id like to speak to a person about my order? Wheres a confirmation?
Hi Chloe, Thank you for reaching out to Reebelo. Could you please provide us your order number and email address so that I can assist you further on this.
Your Reebelo Team
If I buy a phone from you, will you guarantee that it will work the same AFTER the 3g shutdown? I don't want limited coverage or no way of calling the emergency services.
Hi Billy, Devices which are compatible with 4G LTE or higher will continue to function effectively after the 3G shutdown. While Band 28 is one of the bands used for 4G coverage, especially in some very remote spots, it’s important to note that the device can connect to several other 4G bands that provide coverage in most areas.
However, if you are not fully satisfied with the device upon receipt, we offer a 14-day return policy that allows you to return the device for a full refund.
If you have any further questions or need assistance before making a purchase, please feel free to reach out to us at support@reebelo.com.au.
Your Reebelo Team
I can't see any of my order information in my account? Are you a scam? I emailed support but have not received any response yet! Please reply me soon!!!!
Hi Vy L, We are sorry that you are having trouble accessing your purchase details through our website. We understand that trust is paramount when engaging in online transactions, and we want to reassure you that Reebelo is a legitimate and trustworthy entity committed to providing you with an excellent customer experience.
For assistance with this matter, please submit a request through the 'Contact Us' section on our website. Our team will work diligently to resolve this issue for you.
Your Reebelo Team
I placed an order on 20th May but even though you took my money quickly and promised a,delivery within 4 days I was not provided with a confirmation number, order number, or invoice. I still have not recieved my order. Please contact me via my email !!! vyh535@gmail.com and tishikisushi@yahoo.com.au !
Hi Vy,
Our team has already contacted you via email to assist you on this matter. If you require further assistance, please reach out to us via the same email thread and we will be more than happy to help.
Your Reebelo Team
Hi Reebelo I understand that all your products are refurbished. But when you say "Brand New", does it mean it is "Not Refurbished" or it is "Factory Refurbished" ?
Hi Nipun,
At Reebelo, you can find both refurbished and brand new devices. Our brand new devices come in a sealed box with a 12-month standard warranty by the manufacturer.
Your Reebelo Team
Hey Reebelo, I ordered a Sasmung Galaxy Z Flip 3 just last night. I realised this morning that the address I put in was incorrect as the auto-fill option put in the address wrong. I've used the 'Help' option to try and fix it and I am wondering how long it will take to be fixed. Also I've noticed a lot of reviews, are they fake?
Thanks, Oli
Hi Oli, Thank you for reaching out. Our customer support team typically responds within 2 business days. Please send a direct message with your order number, and we will follow up on your inquiry with our team. Regarding your concern about the reviews, rest assured, they're all from genuine customers like you. If you need anything else, just let us know through the 'Contact Us' section on our website.
Your Reebelo Team
How long does express shipping take?
Hi Hunter, Express shipping takes 1-2 business days from the time that your order leaves our vendor's warehouse and it will take another 1-2 business days to be delivered to your designated address. If you require any assistance, please don't hesitate to reach out to our Customer Support Team at support@reebelo.com and we'll be more than happy to help.
Thank you, Your Reebelo Team
What should I do if its a scam and they don't give me money i'm very worried. If i got scammed and it is a faulty product.
Hi Haneul, Reebelo aims to create a trusted marketplace that brings the utmost transparency where you can buy high-quality consumer electronics with peace of mind. At Reebelo, you’ll find 100% functional, new, and refurbished electronic devices from trustworthy, certified sellers. For the unlikely case that you are not fully satisfied with the device, we offer 14 days free return policy providing authentic and quality products is extremely important to us. We assure you that we are not a scam and we are committed to ensure you had a great experience with our products and services.
Thank you, Your Reebelo Team
thank you for responding so fast! I am so excited to get my product and will definitely write a great review if what you say is true! :)
Please learn from my mistake and do not trust Reebelo. They have made away with my laptop lmfao. This is a serious situation though. I have nothing to take to school and it is very anxiety-inducing
Hi Mee, We apologize for the experience you had with your purchase. We have contacted you separately to provide further clarification on this matter. Please rest assured that we take full ownership of this issue and are committed to expediting the process to resolve it as quickly as possible.
Thank you, Your Reebelo Team
How can we put up with these bare-faced lies?
Reebelo is patently NOT a retailer. It patently DOESN’T repair or refurbish anything. It is a pyramid sales organisation. It merely finds products for sale from real vendors, matches buyers to these vendors and takes a cut.
When things go right, all praise is due the real vendor. Never these Reebelo parasites….
Hi David, We deeply regret that your experience with our product or service did not meet your expectations, and we sincerely apologize for any inconvenience caused. We would like to share that Reebelo operates as a marketplace, connecting our customers with trusted Reebelo sellers who source and refurbish the phones for sale.
We are committed to making improvements and would appreciate the opportunity to address your concerns in any way possible. If there's anything we can do to improve your experience, please don't hesitate to contact us at support@reebelo.com.au. Your feedback is invaluable, and it will enable us to thoroughly assess your situation and explore further steps to improve your satisfaction.
Thank you, Your Reebelo Team
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