Returns & Refunds

At MobiTown, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. Please read our Returns & Refunds Policy below for details on eligibility, the return process, and how refunds are handled.

Return Eligibility

You may request a return if:

  • The item is faulty or not functioning as described.
  • You received the wrong item.
  • The product arrived damaged during delivery.
  • The item does not match the description on our website.

To be eligible for a return, the product must:

  • Be returned within the applicable return period.
  • Include all original accessories and packaging where possible.
  • Not show signs of accidental damage, misuse, or unauthorized repairs.
  • Have any security seals, serial numbers, or identification labels intact.

Return Period

Customers may request a return within 30 days of receiving their order.

Return requests submitted after this period may not be accepted unless required under applicable consumer protection laws.

How to Request a Return

To start a return, please contact our customer support team with the following information:

  • Your order number
  • Your full name
  • A description of the issue
  • Photos or videos (if the item is damaged or faulty)

Once your request has been reviewed, we will provide return instructions.

Faulty or Damaged Items

If your item arrives damaged or develops a fault shortly after delivery, please contact us as soon as possible.

Depending on the situation, we may offer:

  • A replacement
  • A repair (where applicable)
  • A full or partial refund

Supporting photos or videos may be requested to help us assess the issue quickly.

Incorrect Items

If you receive an incorrect item, please notify us within 48 hours of delivery.

Once verified, we will arrange the return of the incorrect item and send the correct product or issue a refund if a replacement is unavailable.

Non-Returnable Items

Returns may not be accepted in the following situations:

  • Items damaged due to misuse or accidental damage.
  • Products that have been modified or repaired by an unauthorized third party.
  • Items returned without approval or outside the return period.
  • Products with missing serial numbers or security labels.
  • Items returned without essential accessories that were included with the purchase.

Return Shipping

If the return is due to:

Our Error

  • Wrong item sent
  • Faulty product
  • Item damaged during delivery

We will cover the return shipping costs.

Customer Preference

  • Ordered the wrong item
  • Changed your mind
  • No longer required

The customer may be responsible for return shipping costs unless otherwise stated.

Inspection of Returned Items

Once we receive your returned item, our team will inspect it to confirm that it meets the conditions of our Returns Policy.

Inspection is usually completed within 2–5 working days after the item is received.

Refund Process

If your return is approved:

  • Your refund will be processed to the original payment method.
  • Refunds are typically issued within 5–10 working days after the returned item has been inspected and approved.
  • Processing times may vary depending on your payment provider or bank.

Exchanges

Where stock is available, we may offer an exchange instead of a refund for:

  • Faulty products
  • Incorrect items received

If the requested replacement is unavailable, a refund will be issued instead.

Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been dispatched can usually be cancelled for a full refund.

If your order has already been dispatched, you may need to follow our standard returns process after receiving the item.

Important Information

MobiTown reserves the right to refuse a return if:

  • The item does not meet the eligibility requirements outlined in this policy.
  • Evidence suggests misuse, accidental damage, or unauthorized repairs.
  • The returned product is materially different from the item originally supplied.

Nothing in this policy affects your statutory rights under UK consumer protection laws.

Need Help?

If you have any questions about returns or refunds, please contact our customer support team.

Email: admin@mobitown.co.uk

Phone: +44 7883 126248

Address:

24 Lucas Apartments
6 Cavendish Square
London E16 2XP
United Kingdom