TO ORDER CALL : 0794-923-927
Returns & Refunds policy
Refund Policy
As an authorized Direct Sales Representative for Mophones, we adhere to their refund policy. Please refer to the official Mophones refund policy for detailed information: Mophones Refund Policy
Our financing partner, [Mophones], upholds refund, return, and warranty policies to ensure customer satisfaction
Conditions for returns:
In order for the goods to be eligible for a return, please make sure that:
The goods were purchased in the last 30 days
The goods are in the original packaging
The following goods cannot be returned:
The supply of goods made to your specifications or clearly personalized.
The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.
The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
Returning Goods
we want to make sure we provide you with peace of mind. Our refunds and return policy below is aimed at ensuring you understand your refund and return rights. This policy details:
Why we need some of your personal information
How we collect, use, store, transfer and share it
How we process information related to your devices
Can I return a device if I change my mind?
You can initiate a request for a refund within 48 hours after delivery or collection for if you have changed your mind about the product
Please note that a full refund will only be processed if the product is in the condition you received it, and all components and packaging is intact
How can I initiate a return?
You can request a refund by contacting us via the App live chat feature, the email form in the App, our free short code 25044 or through WhatsApp 0728 444 442
Once you have lodged a request for return, you have done what you need to do in order to comply with the 48 hour window for returns
What to expect once you have lodged a return request?
We will contact you to understand the reason for return, and - if approved for a return - we will organize for you to drop it off at one of our partner stores or we will come to pick it up from you
Approval to return a product does NOT mean you will receive a refund
A full refund will only be provided if the product is:
In its original packaging
Is in the same condition it was provided to you
Has all components you were initially provided
It might take us up to 48 hours from receiving the returned product to determine if you are eligible for a refund in full or partial
Please note that if the product is returned damaged or missing components, the value of the damage or missing items will be deducted from the value of the deposit - this may mean you are not eligible for a refund
Once we have determined the amount of refund we will refund your money to the same account that you paid us, within 5 business days.
What is Mophones’ Warranty Policy?
You will be automatically enrolled into the Mophones warranty program at the point of activation of the Product which is valid for 12 months
During the Mophones warranty program, we will repair or replace a product if the proper functioning of the phone handset is impaired
The Warranty is valid only if the product is used as instructed, and is not tampered/opened/modified and/or used in other ways not authorized by Mophones.
To make a warranty claim, you must first contact Mophones customer service:
You can make a warranty claim via the App live chat feature, the email form in the App, by calling our call center or in person at one of our service centers or partner shops
In the event of a verified manufacturing defect, Mophones commits to fixing the Product or replacing the Product with a similar one for you, within 5 working days
The warranty does not apply to any accessories accompanying the phone handset
Mophones Refunds Policy
You can initiate a request for a refund within 48 hours after delivery / collection for if you have changed your mind about the product. Please note that a full refund will only be processed if the product is in the condition you received it, and all components and packaging is intact.
How to contact us: You can request a refund by contacting us via the App live chat feature, the email form in the App, our free short code 25044 or through WhatsApp 0728 444 442. Once you have lodged a request for return, you have done what you need to do in order to comply with the 48 hour window for returns.
What happens once you have lodged a request: We will contact you to understand the reason for return, and if approved for a return, we will organize for you to drop it off at one of our partner stores or we will come to pick it up from you. Approval to return a product does NOT mean you will receive a refund. A full refund will only be provided if the product is:
In its original packaging
Is in the same condition it was provided to you
Has all components you were initially provided
It will take us up to 48 hours from receiving the returned product to determine what amount of refund you will be eligible for. Please note that if the product is returned damaged or missing components, the value of the damage or missing items will be deducted from the value of the deposit. This may mean you are not eligible for a refund.
Once we have determined the amount of refund: We will refund your money to the same account that you paid us, within 5 business days.
Mophones Return Policy
For the first 15 days from Product activation, if you identify that the Product you received is the wrong model, size or make from the one you ordered, Mophones will replace it with the model you ordered, free of charge, as long as the Product you return (which was the wrong model, size or make) is returned in its original packaging, has the same condition you were provided it with, and has all components included.
Mophones Warranty Policy
Mophones will repair or replace a Product only as it relates to the proper functioning of the phone handset (“Warranty”). You will be automatically enrolled into the Mophones warranty program at the point of activation of the Product and will last for 12 months.
The Warranty is valid only if the Product is used as instructed, and is not tampered/opened/modified and/or used in other ways not authorized by Mophones.
In the situation where you want to make a warranty claim, you must first contact Mophones customer service. You can make a warranty claim via the App live chat feature, the email form in the App, by calling our call center or in person at one of our service centers or partner shops.
In the event of a verified manufacturing defect, Mophones commits to fixing the Product or replacing the Product with a similar one for you, within 5 working days.
The warranty does not apply to any accessories accompanying the phone handset or that may be sold through the marketplace separately by Mophones.