Refund policy
REFUND, RETURN AND WARRANTY POLICY - LUXPHONES MOSUB
At LuxPhones Mosub, we are committed to providing you with peace of mind. Our refund, return, and warranty policy is designed to ensure you understand your rights and our procedures.
1. REFUND POLICY
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 if you have changed your mind about the product.
- A full refund will only be processed if the product is in the condition you received it, and all components and packaging are intact.
How to initiate a refund request:
- Contact us immediately via Calls: 0707333227 or WhatsApp: 0714252200.
- Once you have lodged a request for return, you have complied 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 the return. If approved for a return, we will organize for you to drop it off at one of our partner stores or arrange for pickup.
- For a full refund, the product must be:
- In its original packaging.
- In the same condition it was provided to you.
- Have all components you were initially provided.
- Approval to return a product does NOT automatically guarantee a full refund.
- It might take us up to 48 hours from receiving the returned product to determine your eligibility for a full or partial refund.
- 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 full refund.
- Once the refund amount is determined, we will refund your money to the same account that you paid us, within 5 business days.
2. RETURN POLICY
Incorrect Product Received:
- 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, LuxPhones Mosub will facilitate its replacement with the correct model, free of charge.
- The returned product (the incorrect one) must be in its original packaging, in the same condition it was provided to you, and have all components included.
3. WARRANTY POLICY
Warranty Coverage:
- You will be automatically enrolled into the Mosub warranty program at the point of activation of the Product, which is valid for 12 months.
- During the warranty program, Mosub will repair or replace a product if the proper functioning of the phone handset is impaired due to manufacturing defects.
Warranty Conditions:
- The Warranty is valid only if the product is used as instructed, and is not tampered with, opened, modified, and/or used in other ways not authorized by Mosub.
How to make a warranty claim:
- You must first contact LuxPhones Mosub customer service via Calls: 0707333227 or WhatsApp: 0714252200.
- In the event of a verified manufacturing defect, Mosub commits to fixing the Product or replacing it with a similar one, within 5 working days.
Warranty Exclusions:
Our warranty does not cover the following:
1. Accessories: Any accessories accompanying the phone handset.
2. Accidental Damage: Any damage caused by dropping, water exposure, or physical impact.
3. Normal Wear and Tear: Gradual wear, including scratches, dents, or fading.
4. Battery Wear and Tear: Normal degradation of battery performance over time.
5. Unauthorized Repairs: Attempting to repair the device yourself or using an unauthorized repair center.
6. Modifications: Any hardware or software modifications or upgrades.
7. Forgotten Passwords: Removal of forgotten passwords.
8. Lost or Stolen Devices: We are not responsible for devices that are lost or stolen.
9. Spills and Liquid Damage: Damage caused by spills or exposure to liquids.
10. Acts of God: Damage resulting from natural disasters such as fire, flood, or other acts of God.
11. Animal or Insect Infestations: Damage caused by animals or insects.
12. Corrosion, Rusting, or Stains: Normal wear and tear like corrosion, rusting, or stains.