Return & Refund policy
Return & Refund Policy
If something isn't right with your order, here's how returns, replacements, and refunds work at Mobace.
1. Overview
We want you to be happy with your Mobace order. This policy explains when a product can be returned, exchanged, or refunded, and how the process works. It applies to all products sold on mobace.in and forms part of our Terms & Conditions.
2. Return window
You can request a return within 7 days of the delivery date shown on your order-tracking page. Requests made after this window generally can't be accepted, except where the product is covered by manufacturer warranty — in which case it's handled by the brand's authorised service centre instead of a return.
3. Return eligibility
To be eligible for a return, the product must be:
- Unused, unworn, and in the same condition you received it, with all original tags and protective film intact.
- In its original packaging, including the box, manuals, warranty card, and any bundled accessories (charger, cable, SIM ejector tool, etc.).
- Free of any activation lock, personal accounts, or SIM cards still inserted, for smartphones and keypad mobiles.
- Accompanied by the original invoice or order confirmation.
Products that don't meet these conditions may be sent back to you, or accepted with a deduction to cover missing accessories or packaging, at our discretion.
4. Non-returnable items
For hygiene, security, or safety reasons, the following generally cannot be returned once delivered, unless found defective on arrival:
- Opened or used screen protectors, earphones, and headphones.
- Smartphones or keypad mobiles that have been activated, signed into an account (e.g. a Google or Apple ID), or had a SIM inserted, beyond what's needed to confirm the device works.
- Items marked "final sale" or purchased during clearance/liquidation deals.
- Gift cards or promotional vouchers.
5. Damaged, defective, or wrong item received
If your order arrives damaged, doesn't power on, or isn't what you ordered, please contact us within 48 hours of delivery at support@mobace.in with your order number and photos or a short video of the issue.
An unboxing video that shows the sealed package being opened is the fastest way to resolve damage or missing-item claims, and we recommend recording one for every order, especially smartphones.
Once verified, we'll arrange a free replacement where stock allows, or a full refund including any shipping charges you paid.
6. How to request a return
- Go to My Account → Orders, or use the order tracking page, and select the order you'd like to return.
- Choose "Request Return" and tell us the reason — this helps us process it faster.
- You'll receive a confirmation email with the next steps once we've reviewed the request, usually within 1–2 business days.
You can also email support@mobace.in with your order number if you'd rather not use the account dashboard.
7. Pickup & return shipping
- Where our courier partners service your area, we'll arrange a free reverse pickup from your delivery address.
- If pickup isn't available in your area, we'll share a return shipping address and, for defective or wrong items, reimburse reasonable shipping costs once the return is verified.
- Please pack the item securely in its original packaging to avoid damage in transit — returns damaged due to poor packaging may not be eligible for a full refund.
8. Refunds
| Step | What happens |
|---|---|
| Inspection | Once we receive the returned item, our team inspects it against the eligibility criteria in Section 3, usually within 2–3 business days. |
| Approval | If approved, we initiate the refund to your original payment method. For cash-on-delivery orders, we'll request your bank account details to process the refund. |
| Timeline | Refunds typically reflect within 7–10 business days, depending on your bank or payment provider. |
You'll receive an email once your refund is initiated, along with a reference number.
9. Exchanges
If you'd prefer a different colour, storage variant, or model instead of a refund, let us know when requesting your return — we'll check availability and arrange an exchange where the price difference (if any) is settled at that time.
10. Order cancellations
Orders can be cancelled free of charge any time before they've shipped, from My Account or by emailing support@mobace.in. Once an order has shipped, it can't be cancelled — you can refuse delivery or request a return once it arrives, following the process above.
11. Non-refundable charges
The following are generally not refunded, except where the return is due to our error (wrong or defective item):
- Original shipping charges, if any were paid at checkout.
- Cash-on-delivery handling fees, if applicable.
- Any charges for value-added services (e.g. screen guard installation) already performed.
12. Contact us
For questions about a return, refund, or exchange, reach out to us at support@mobace.in or the phone number and address listed in our website footer.
Note: This page is a general-purpose template based on common Indian e-commerce return practices and the Consumer Protection E-Commerce Rules, 2020. It is not legal advice. The return window, refund timeline, non-returnable items, and courier/pickup details are placeholders — replace them with your actual policies, and confirm with your courier and payment partners, before publishing.