Early Life Failure and Dead on Arrival

Handset Return Process

The policy for handset returns is designed to help you if you receive a new handset that does not work (Dead on Arrival or DOA), or if the phone becomes faulty early in its life (Early Life Failure or ELF).

  • Dead on Arrival (DOA) - DOA is when the handset purchased is first switched on (at time of receipt of the handset) and a fault is detected within the same periods outlined under Early Life Failure (ELF) below.
  • Early Life Failure (ELF) - ELF occurs when the handset purchased has become faulty within 30 days of the purchase date. The fault is the result of a handset issue and not the result of damage by the user.
  • Refund - Refunds are available to customers who do not want to take advantage of our replacement handset policy. Faulty DOA and ELF Pre-Paid handsets can be refunded after the returns process is followed. 

The procedure below is to be followed if you receive a handset and it is determined to be a Dead on Arrival (DOA) / Early Life Failure (ELF) and therefore requires a Replacement Pre-Paid package or a Credit Refund.

For a handset that was purchased in-store:

  1. If your new handset exhibits faults within the Early Life Failure period, please contact to the Network Communications Store of purchase as soon as possible to advise them of this.
  2. Take your handset including all packaging and accessories provided with phone to the store of purchase
  3. Advise the sales assistant the you believe your handset is covered under the ELF/DOA Policy
  4. Handset will need to be sent to an authorised assessment centre for approval. Once approval is provided you will receive a replacement handset.
  • Handset misuse such as physical or liquid ingression may void the ELF/DOA Policy.

Network Communications reserves the right to charge for any additional costs incurred as a result of you returning damaged or incomplete goods.

Understanding your Rights Under Australian Consumer Law click here



With over 50 stores around major regional centers our stores are to help you for all your mobile, home and internet needs. Our friendly staff have some of the highest customer satisfaction ratings for service in the entire Optus family. This means you can visit a Network owned Optus store with the confidence you’ll be looked after.