Refund Policies

The order may be cancelled by TMS before shipment due to any of the following reasons:

  1. The specific product/model is out of Stock.
  2. The order could not be shipped within the specified timeline.
  3. On customers request
  4. The shipping address is not serviceable.
  5. Any other reason beyond the control of The Mobile Store.
  6. If the bank chargeback particular order due to possibility of fraud.

The orders may be cancelled post shipment and delivery due to any of the following reasons:

  1. Correct product could not be delivered.
  2. Shipping address found to be untraceable, wrong, incomplete, locked and customer not available.
  3. Products damaged during transit and delivery not accepted. (Customer should not accept the parcel, in case the packaging sleeve is tempered or damaged)
  4. Shipment lost by respective courier partner.
  5. If product got DOA then customer have to get DOA certificate from the service center of particular brand in specific time line by manufacturer, incase customer don’t want to continue with the same brand.
  6. Specification & actual specifications on box mismatched highlighted by customer

Returns Pick-Up and Processing

During pick-up, your product will be checked for the following conditions:

Correct Product

IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.

Complete Product

All in-the-box accessories (like starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.

Unused Product

The product should be unused, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning a Mobile/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.

Undamaged Product

The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.

Undamaged Packaging

Product's original packaging/ box should be undamaged.

The field executive may refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the The Mobile Store.

Refund Process:

  1. Please connect with our customer care via email wecare@themobilestore.in or call on 7045-500-000.
  1. The customer care team will validate the request by checking the timelines, product type, warranty terms, etc and shall take the request for refund or exchange.
  2. Follow the instructions of customer care carefully for packaging and returning the product using courier services.
  3. The order shall be considered for refund only if The Mobile Store receives the product in undamaged condition [there should be no scratches, no dents etc.]

A refund can be refused if the following conditions are met.

  1. The product is completely broken and unusable or with scratches or incomplete as per the seller claims from the customer.
  2. The product is returned beyond the required return date or you have not informed us about the concern during the warranty period.
  3. The order returned does not accompany all the accessories (including freebies) which were serviced along with the order.

Please Note: themobilestore.in is not liable to pay any penalty or compensation to the customer for cancellation of any order, for reason mentioned above

Refund Timelines:

Refund will be processed based on the mode of payment of the order Refund processed through Credit card / Debit card will reflect in the next Credit Card/ Bank statement.

Before dispatch of product - Refunds, wherever applicable, will be processed by reversing the mode of payment. For example, refunds of credit card transactions will be processed by reversing the payment to the credit card only. The normal time for such refunds to reflect in your account is 12-15 business days from the day of placing return/refund request.

After dispatch of product - Refunds, wherever applicable, will be processed by reversing the mode of payment after we received our product back in our warehouse. For example, refunds of credit card transactions will be processed by reversing the payment to the credit card only. The normal time for such refunds to reflect in your account is 25-30 business days from the day of placing return/refund request.

* Note Business Days are Monday to Friday excluding public holidays.

DOA Policy

  • For any DOA case, Brand-wise timeline is a mandate to be followed for the claim & DOA certificate is a must.
  • Customer should raise for any concern with the product received within 24-48hrs, else it shall be considered to be confirmed Order.
  • TMS shall entertain any return or refund, until TMS is at fault or any genuine reason.
  • Incase Box is not tempered & well packed & customer claims for missing or damaged product. TMS will have rights to investigate.
  • The Handset submission deadlines in case of DOA are provided by respective brands and may be changed by the brands without any prior notice to customer. Customers are advised to check the brand website for getting accurate information on DOA deadline.

Brand wise DOA Policy

Brand

Customer to Store and Service Centre TAT

Handset submission after DOA Certificate is being issued by Service Centre (no. of days)

Nokia-Smartphone

48 hrs. replacement period from purchase - After 48 hrs. customer to visit the service center

7

Nokia-Basic (below 3K)

Direct replacement policy

30

Samsung

24 hrs. replacements only in case of hardware issue. After 24 hrs.  & within 7 days from billing, Customer to visit brand’s service center for DOA certificate

15

Karbonn

within 7 days, Customer to visit service center for DOA certificate

15

Micromax

within 7 days, Customer to visit service center for DOA certificate

15

HTC

within 7 days, Customer to visit service center for DOA certificate

15

Intex

48 hrs. replacements only in case of hardware issue. After 48 hrs.  & within 7 days from billing, Customer to visit brand’s service center for DOA certificate

15

Gionee

within 2 days, Customer to visit service center for DOA certificate

15

Lava

within 7 days, Customer to visit service center for DOA certificate

15

Oppo

within 7 days, Customer to visit service center for DOA certificate

15

IPhone

If activated – Service Centre provides replacement within 2 days, for  non-activated handset - Direct replacement

3

Redmi

within 4 days, Customer to visit service center for DOA certificate

0

Blackberry

NA

3

Panasonic

within 7 days, Customer to visit service center for DOA certificate

15

© 2017 All right reserved.