Refund policy
Refund & Return Policy
At Mobitel, we want our customers to be happy with their purchase. Customers can request a return or exchange for faulty, incorrect, or unwanted items within 14 days of receiving the product.
Return Window (14 Days)Returns or exchanges must be requested within 14 days of receiving the item. We inspect the item before approving a refund, repair, replacement, or exchange. All items should be returned in the same condition as received, including accessories, manuals, and original packaging.
Sealed PhonesSealed new phones may be returned or exchanged within 14 days of receiving the product if they are unopened, unused, and returned with the original seal intact.
If a sealed new phone has been opened, the seal is broken, or the device has been used, activated, damaged, tampered with, locked to an account, or returned with missing packaging or accessories, we may reduce the refund to reflect any loss in value.
Faulty sealed new phones may also be covered by the manufacturer’s warranty, usually 12–24 months depending on the brand and model. For warranty assistance, please contact the manufacturer or Mobitel directly.
This does not affect your legal rights if an item is faulty, damaged, not as described, or not fit for purpose.
To request a return or exchange, please contact our Support Team at +44 (0) 7946365445 or through our Contact page. Our representatives will review your request and provide instructions for inspection, collection, or exchange.
Condition of Goods & CareCustomers are responsible for taking care of items until they reach us. Ensure items are properly packaged to avoid damage during transit. If items are not returned in their original condition, a restoration or handling fee may apply.
Shipping & ResponsibilityIt is your responsibility to ensure that returned goods reach us safely. We recommend tracked or special delivery for all returns or exchanges. Until we confirm receipt, the risk of loss or damage remains with the customer. Return shipping costs are the customer’s responsibility unless the item was sent incorrectly.
Processing TimeOnce we receive and inspect the returned item, refunds, repairs, replacements, or exchanges are processed within 7 days. Refunds are issued to the original payment method, and exchanges are shipped as soon as the return is approved.
Risk of Loss TransferAfter you collect or receive the goods, the risk of loss or damage transfers to you. Please ensure that items are handled carefully during delivery and return.