Refund policy
At Mobile Zone, customer satisfaction is our priority. Please read our return and refund policy carefully before making a purchase.
Eligibility for Return
You may request a return/exchange within 7 days of purchase if:
- The product is defective or not working upon delivery/handover
- You received the wrong item (different from what was ordered)
- The product is damaged at the time of delivery (must be reported within 24 hours with photo/video proof)
Conditions for Return
- Product must be unused, in original condition, with all original packaging, accessories, manuals, and the box.
- Original invoice/receipt must be provided.
- IMEI/serial number on the device must match the invoice.
Non-Returnable Items
The following are not eligible for return or exchange:
- Used/refurbished phones sold as-is and disclosed at time of sale
- Items with physical, liquid, or accidental damage caused after purchase
- Screen protectors, earphones/earbuds, and other hygiene-sensitive accessories once opened/used
- SIM cards and activated/registered devices (where applicable)
- Products returned after the return window has expired
Refund Process
- Once the returned item is received and inspected, we will notify you of approval or rejection of the refund.
- Approved refunds will be processed within 7–10 business days via the original payment method, or as store credit, as mutually agreed.
- If exchanging for another product, any price difference must be settled accordingly.
Exchange Policy
- Defective products (confirmed by our technician) will be exchanged with the same model, subject to availability. If unavailable, a refund or alternate model (with price adjustment) will be offered.
How to Request a Return/Refund
1. Contact us at 0333 8644469/ WhatsApp: 0333 8644469 or mzcellzonegrw@gmail.com within the eligible period.
2. Share your invoice number, reason for return, and photos/videos (if applicable).
3. Our team will guide you through the next steps.
Warranty vs. Return
Please note: issues arising after the return window (covered under manufacturer/shop warranty) will be handled under our Warranty Policy, not the Return & Refund Policy.
Contact for Returns
Mobile Zone
📍 Shop No 5, Ground Floor, Trade Center, Gujranwala
📞 0333 8644469