Comprehensive Return & Refund Policy
Comprehensive Return & Refund Policy – MobileQShop
At MobileQShop, customer satisfaction is our top priority. This policy outlines our detailed return, refund, and exchange procedures for mobile accessories and used/refurbished mobile phones.
1. General Return Guidelines
- Return Period: 14 days for accessories, 7 days for used phones from delivery date.
- Condition Requirement: Items must be in original condition with all accessories.
- Proof of Purchase: Original receipt or order number required.
- Restocking Fee: 15% for non-defective used phone returns.
2. Detailed Eligibility Criteria
A. Mobile Accessories
| Item Type | Returnable | Conditions |
|---|---|---|
| New Cases/Covers | Yes | Unused, original packaging |
| Chargers/Cables | Yes | Unopened or defective |
| Screen Protectors | No | Once opened/installed |
| Wireless Earbuds | Yes | Unopened or manufacturer defect |
| Power Banks | Yes | Unused with original packaging |
B. Used/Refurbished Phones
| Condition | Returnable | Requirements |
|---|---|---|
| Defective Hardware | Yes | Verified by our technicians |
| Not as Described | Yes | With proof of discrepancy |
| Cosmetic Issues | No | If disclosed in listing |
| Software Problems | Yes | Factory reset attempted |
| User-Induced Damage | No | Includes liquid damage, cracks |
3. Step-by-Step Return Process
- Initiation: Contact our support team within return window. Provide order #, product issue, and photo/video evidence.
- Approval: Our team reviews within 24 business hours. You receive an RMA (Return Merchandise Authorization) number.
- Packaging: Use original packaging when possible. Include all accessories and free gifts. Securely package the item.
-
Shipping:
- Prepaid label provided for defective items.
- Customer pays return shipping for change of mind.
- Use Canada Post, UPS, or FedEx.
- Inspection: Evaluation takes 3–5 business days. You'll be notified via email.
4. Refund Details
- Credit Card: 3–5 business days after approval.
- PayPal: 1–3 business days.
- Store Credit: Immediate upon approval.
- Deductions May Include: restocking fees, original shipping, and missing accessories (charged at MSRP).
5. Exchange Policy
- Direct Replacement: Same model if available.
- Upgrade/Downgrade: Price difference applies.
- Store Credit: Full value + 10% bonus.
Timeline: In-stock: 2 business days; Out-of-stock: Notification within 24 hours.
6. Special Cases
- Dead on Arrival (DOA): Must be reported within 48 hours. Immediate replacement. Return shipping covered.
- Warranty Claims: Covered under manufacturer/store warranty. Usually involves repair.
7. Non-Returnable Items
- Clearance or "as-is" items
- Software licenses or digital downloads
- Customized or engraved products
- Products with removed serial numbers
8. Alberta Consumer Protections
We comply with all Alberta consumer protection laws including:
- Fair Trading Act
- Consumer Protection Act
- Electronic Transactions Act
Your statutory rights are not affected by this policy.
9. Contact Information
- Email: danish@mobileqshop.com
- Phone: +1 780-874-5802
- Hours: Mon–Fri, 10AM–8PM (MT)
- Address: MobileQShop Returns, Kiosk 11C, 5211 44th Street, Lloydminster, Alberta T9V 0A7, Canada
10. Policy Updates
Last Updated: January 2024. We reserve the right to modify this policy. Changes will be posted on our website.