Returns, Refunds & Cancellation
We want customers to purchase from Add Mobiles with confidence. Our return, cancellation and refund process depends on the product type, order status and reason for the request.
Order Cancellation
A cancellation request should be made as soon as possible.
If an order has not yet been processed or dispatched, Add Mobiles may be able to cancel it.
Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.
Cancellation of COD Orders
Cash on Delivery orders may be subject to verification.
Repeated refusal or cancellation of COD orders may affect eligibility for future COD purchases.
Returns
Return eligibility depends on the product and reason for return.
A return may be considered where, for example:
- The wrong product was delivered.
- A product is materially damaged on arrival.
- A product is materially different from the product ordered.
- Another eligible issue exists under the applicable product/return terms.
Products must be returned in the condition required by the applicable return terms.
New Mobiles
New mobile phones may be subject to manufacturer policies and Add Mobiles’ applicable return conditions.
Before accepting a return, Add Mobiles may verify:
- Product model
- IMEI/serial number
- Physical condition
- Packaging
- Accessories
- Included items
- Signs of use or damage
- Tampering
Used Mobiles
Used mobile phones are individually inspected and may have condition-specific descriptions.
Because used devices can have different cosmetic and functional conditions, the product listing/invoice may contain specific information regarding:
- Condition
- Battery condition where applicable
- Accessories
- Warranty
- Return eligibility
- Known cosmetic marks
- Other relevant characteristics
The specific terms applicable to the product should be reviewed before purchase.
Accessories
Return eligibility for accessories may depend on:
- Whether the item has been opened or used
- Physical condition
- Packaging
- Product type
- Manufacturer/supplier restrictions
Repairs
Repair services are different from product sales.
Once a repair has been diagnosed, approved and/or commenced, cancellation or refund treatment may depend on:
- Whether work has started
- Parts already ordered or installed
- Diagnosis performed
- Customer approval
- Condition of the device
Non-Returnable Situations
A return may not be accepted where the issue results from circumstances such as:
- Accidental damage
- Liquid damage
- Physical damage caused after delivery
- Improper use
- Unauthorized repair or modification
- Tampering
- Missing components
- Missing accessories
- Altered or removed identifying labels/serial information
- Normal wear and tear
- Customer-caused damage
This does not limit any rights that cannot legally be excluded.
Return Inspection
Returned products may be inspected before a return, replacement or refund is approved.
For mobile devices, verification may include:
- IMEI/serial number
- Device condition
- Functionality
- Screen
- Cameras
- Battery condition where applicable
- Ports
- Buttons
- Speakers/microphones
- Network functionality
- Included accessories
Refunds
If a refund is approved, it will generally be processed using the applicable payment/refund method and subject to payment-provider processing times.
For prepaid orders, refunds may generally be returned through the applicable original payment channel where supported.
COD refunds may require additional customer/bank details or another appropriate refund method.
Refund Timing
Refund processing time can depend on:
- Return receipt
- Product inspection
- Approval
- Payment provider
- Bank
- Payment method
The date Add Mobiles initiates a refund may therefore differ from the date the amount appears in the customer’s account.
Failed or Duplicate Payment
If money has been debited but an order is not confirmed, contact Add Mobiles with the transaction/payment reference.
We will verify the payment status before processing the order or applicable refund.
How to Request a Return/Refund
Contact Add Mobiles with:
- Order number
- Registered mobile number
- Product name
- Reason for request
- Photos/video where relevant
- Payment/order details where required
Do not send a product back without receiving return instructions from Add Mobiles.