Refund and Return Policy
At mobstores.shop—your authorized Samsung retailer for East China—we strive to ensure your satisfaction with every purchase, whether you’ve bought a brand-new Samsung device or a certified pre-owned Samsung phone. This policy outlines the terms, conditions, and steps for returns and refunds to keep the process transparent and straightforward.
1. Eligibility for Returns
To qualify for a return or refund, your order must meet the following criteria based on the device type:
1.1 Brand-New Samsung Devices
- Returns must be initiated within 7 calendar days of delivery (confirmed via courier tracking).
- The device must be unused, unopened, and in its original condition: No scratches, dents, or signs of wear; original packaging (box, plastic wraps) must be intact; all accessories (charger, cable, earbuds, user manual) must be included and unused.
- The device’s serial number must match the one listed on your order confirmation (to verify authenticity, as we source new devices via official Samsung East China channels).
1.2 Certified Pre-Owned Samsung Devices
- Returns must be initiated within 3 calendar days of delivery.
- Eligibility is limited to cases where:
- The device’s actual condition (e.g., cosmetic wear, functionality) does not match the description on our product page (e.g., listed as “Like New” but arrives with unmentioned scratches).
- The device has a functional defect (e.g., unresponsive screen, battery issues) that was not disclosed and is not caused by accidental damage, improper use, or unauthorized repairs.
- Pre-owned devices returned for “change of mind” (without valid condition/defect issues) are not eligible for refunds or exchanges.
2. Non-Returnable Items
The following are excluded from our return policy:
- Devices that show signs of user damage (e.g., cracked screen, water damage, bent frame) caused after delivery.
- Devices that have been rooted, unlocked, or modified (software or hardware) outside of Samsung’s official settings.
- Accessories (e.g., chargers, cases) that are opened or used (unless they arrive damaged or defective).
- Customized products (if applicable, e.g., engraved devices) made to your specific requests.
3. How to Initiate a Return
Follow these steps to start a return:
- Contact Customer Support: Reach out to our team via email (suppo[email protected]) or phone ([your phone number]) within the eligible return window. Include:
- Your order number (found in your Order Confirmation Email).
- The device model and serial number.
- A clear reason for the return (e.g., “device condition does not match listing”) and photos/videos of the issue (if applicable, to speed up verification).
- Receive Return Authorization (RA): After verifying your request, we will send you an RA number and a pre-paid shipping label (for eligible returns within Mainland China). Do not ship the device without an RA number—unauthorized returns may be rejected.
- Package and Ship: Securely pack the device (with original accessories, if applicable) and attach the RA label. Drop off the package at the designated courier location (e.g., SF Express). Keep the shipping receipt for tracking.
4. Return Inspection Process
Once we receive your returned device, our quality control team will inspect it within 2 business days to confirm eligibility:
- For new devices: We check for unused condition, intact packaging, and matching serial numbers.
- For pre-owned devices: We test functionality (battery life, camera, connectivity) and verify cosmetic condition against the original product description.
We will notify you via email of the inspection result:
- Approved: Your refund or exchange will be processed immediately.
- Rejected: We will explain the reason (e.g., “device has user-caused damage”) and arrange to ship the device back to you (you will be responsible for return shipping fees).
5. Refund Details
5.1 Refund Amount
- For approved returns:
- New devices: Full refund of the product purchase price (excluding original shipping fees, which are non-refundable unless the return is due to our error, e.g., wrong device shipped).
- Pre-owned devices: Full refund of the product purchase price (excluding original shipping fees, unless the issue is our fault).
- Refunds are issued to the original payment method (e.g., credit card, PayPal) used for the order.
5.2 Refund Processing Time
- After inspection approval:
- Credit card refunds: 5–7 business days (processing time depends on your card issuer).
- PayPal refunds: 2–3 business days (usually reflected faster in your PayPal account).
We will send a “Refund Confirmation Email” once the refund is initiated—you can track the status via your payment provider.
6. Exchanges (If Applicable)
If you prefer an exchange (e.g., swapping a pre-owned device for another model) instead of a refund:
- Contact support to confirm if the desired model is in stock.
- Once your returned device passes inspection, we will process the exchange and ship the new device within 1–2 business days.
- No additional shipping fees will be charged for the exchange (for eligible orders within Mainland China).
7. International Returns (If Applicable)
For international orders (e.g., Hong Kong, Macau), return eligibility follows the same criteria, but:
- Pre-paid shipping labels are not provided—you will be responsible for return shipping fees.
- Customs duties/taxes paid on the original order are non-refundable (we recommend checking local customs policies before initiating an international return).
8. Contact Us
If you have questions about returns, refunds, or the inspection process, please contact our customer support team. We aim to resolve all requests within 1–2 business days.
- Phone: [your phone number]
- Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)
Last Updated: [Date, e.g., October 2024]