Legal
Returns & Refunds
How withdrawing an application, returns, faulty phones, refunds and duplicate payments work when you buy a phone from Mobilistan.
In short
Free to cancel before you accept
Nothing is paid until you accept your Sale Agreement, so cancelling an application costs nothing.
Paid twice? We put it right
A duplicate payment is refunded or kept for your next instalment, whichever you choose.
Covered by warranty
Faults are repaired under the manufacturer’s warranty, and we help you get there.
A summary to help you read. The full text below is what applies.
On this page
Cancelling before you accept
You may withdraw an application at any time before you accept your Sale Agreement. Nothing is charged: the advance is paid only when you accept the sale, at hand-over.
To withdraw, message us on WhatsApp, call +92 317 8600078, or tell the member of our team who contacts you about your application.
After you accept a Sale Agreement
A concluded sale cannot be cancelled or returned for a change of mind.
Once you accept your Sale Agreement, the sale is concluded and the phone is yours, as set out in section 6 of our Terms & Conditions. The agreed instalments continue to fall due.
If you no longer need the phone, you may pay the outstanding balance early at any time, as set out in section 8.5 of our Terms.
If we could not hand the phone over to you after the sale was concluded, for example because of a fault found at hand-over, we will replace it or cancel the sale and refund what you paid, as you choose.
Phones bought for cash
Where we sell a phone for cash, you may return it within seven days of receiving it if:
- it is unopened and unused, in its original packaging with everything it came with;
- it has not been activated or registered to an account; and
- it is not damaged.
Once we have checked the phone, we refund the price you paid.
If your phone has a fault
Every phone carries the manufacturer’s warranty. Repairs and replacements under it are carried out by the manufacturer’s authorised service centre, on the manufacturer’s terms.
If a phone is faulty when you receive it, contact us straight away with a photograph or video of the problem. We will help you get it to the right service centre. A fault does not pause or reduce the instalments due under your Sale Agreement, but if the phone is kept for repair for an extended period, contact us and we will look at your situation.
How refunds work
- If we cancel an order or a sale for a reason on our side, such as stock not being available, we refund everything you paid, in full.
- An accepted cash return is refunded once we have checked the phone.
- Refunds are arranged by our team, who confirm the amount and how you will receive it, normally to the account or wallet you paid from.
Paid twice or too much
If you paid the same instalment twice, or paid more than was due, contact our payments helpline on 0370-8199951 with your transaction reference. Once we have confirmed it, we will either refund the extra amount or keep it for your next instalment, as you choose.
If a payment you made does not show on your account, please do not pay again. Call us and we will trace it.
Your rights
This policy forms part of our Terms & Conditions. Nothing in it limits your rights under the consumer protection law of your province.
Questions about this?
Talk to our team. Message us on WhatsApp, or call or email us.