Delivery Policy

Once you have placed an order, you will receive:

• An Order Confirmation email and
• An Email requesting permission to set up your pre-paid mobile phone account and ID 
• A link via SMS to download the BigPurplePhone^Ⓡ Family& Friends App on your mobile phone.

You will easily set up your Senior Loved One's phone remotely from the BigPurplePhone^Ⓡ Family& Friends App. It takes less than 10 minutes and is a little like having the settings for your Loved One's phone on your phone, but so much easier and more fun. You will also be able to video call them, share photos and manage their reminders and contacts from your app.

You can also invite Friends &  Family, Carers and Health Professionals to be a part of your loved one's Family & Friends network. In turn other Family & Friends can invite more people to the loved one's circle.

Once you have completed your Seniors' set up we configure the BigPurplePhone for your Senior, insert their SIM card and set up their phone number and deliver the phone to address you specify when placing your order. BigPurplePhone uses Startrack for delivery.

You will receive a Shipment Notification email with carrier and tracking information and link. The tracking number allows you to track the progress of your order by visiting Startrack's website and following the prompts to input your tracking number.

As the person that purchased the BigPurplePhone for your Senior, you have Primary Family Administrator permissions. Only you have access to Billing and shipping information. 

Should you have any order or delivery questions, please email us at support@bigpurplephone.com.au or call us on 02 8660 1390 .

 

Cancelling your Policy

Some may find that as their loved one ages, your BigPurplePhone is no longer suited to your Senior, alternatively they may like to leave the BigPurplePhone program for any reason. You are not locked in with a contract and can leave any time.  If you do choose to leave, we are sorry to see you go. 

We will restore the standard Nokia software onto your BigPurplePhone remotely, and cancel your subscription. 

You, as Primary Family Administrator can email us at support@bigpurplephone.com.au, or call us on (02) 8660 1390 and we will arrange this for you.

 

Warranty Policy

We offer a 3 year Refund or Replacement Warranty if your phone is faulty. Please email us at support@bigpurplephone.com.au for more information.

 

In all other scenarios, our phones come with a 24-month warranty period. Please visit https://www.nokia.com/phones/en_au/support#warranty for further information.

To book in a device repair please visit https://bookings.qsl.net.au/portal/hmdnokia/booking.

For general support, our Support Pages and FAQs on https://www.nokia.com/phones/en_au/support.

 

Returns Policy

We offer a full refund on the phone and emergency pendant for change of mind within 7 days so long as the phone is unused and unopened, packaging in original condition, and the product is not faulty.

Returned Product Status	Policy	Time Limit	Exclusions and other conditions
Faulty phone with packaging in any condition or packaging discarded	Refer to Warranty Policy below	24 months
Faulty emergency button	Refer to Warranty Policy below	12 months	Emergency button must be charged to be operational
Unused and unopened, packaging in original condition, product not faulty - e.g. change of mind	100% refund, or replacement product	7 days	Customer liable for shipping costs

 

We handle each returns request personally. Please email our Customer Care Team at support@bigpurplephone.com.au with your request first, and then we will advise next steps.

Thank you!

 

Fine Print

Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.

For any accepted return, the product must be returned with its included accessories and packaging needs to be returned along with the receipt and original packaging, and we will replace/exchange it or offer a refund based upon the original payment method.

However, please note that we will only remit refunds to an Australian bank account where the name of the bank account holder matches the payor’s name/information. Please also note that we only remit refunds domestically and cannot remit refunds outside of Australia. In addition, please note the following:

Phones and emergency buttons can be returned only in the country or region in which they were originally purchased.

For more information, visit https://www.nokia.com/phones/en_au/support#warranty