Returns & Refund Policy

This Returns & Refund Policy explains how returns, refunds, and exchanges are handled for products purchased from Mobile Solution Nottingham.

1. Return Window

Customers may request a return within 30 days of receiving their order, provided the item is eligible for return and is returned in the required condition.

Please contact Mobile Solution Nottingham before returning any item. Items returned without prior contact may take longer to process.

2. Return Eligibility

To be eligible for a return, the item must:

  • Be returned within the applicable return period
  • Be in the same condition as received
  • Include all items supplied with the order, where applicable
  • Be free from new physical damage, liquid damage, misuse, or unauthorised repair
  • Have all personal accounts, locks, Apple ID, iCloud, Google account, Samsung account, passwords, and screen locks removed where possible

3. Items Not Eligible for Return

Returns may be refused if:

  • The item is returned outside the return period
  • The item has been damaged after delivery
  • The item has liquid damage, impact damage, cracked screen, cracked back glass, bent frame, or signs of misuse
  • The item has been opened, modified, or repaired by a third party
  • The item is locked to an Apple ID, iCloud, Google account, Samsung account, password, or security lock
  • The item is missing parts, accessories, or supplied items
  • The item has been used in a way that reduces its condition beyond normal inspection

4. Refund Process

Once we receive the returned item, our team will inspect it. Refunds are processed only after inspection confirms that the item meets the return requirements.

If the return is approved, the refund will be issued to the original payment method. Refund processing times may vary depending on your bank, card provider, or payment provider.

5. Exchanges

If an exchange is requested, it will be subject to inspection and stock availability. If the same model, colour, storage, or condition is unavailable, we may offer an alternative option or refund where appropriate.

6. Faulty or Incorrect Items

If you believe you have received a faulty or incorrect item, please contact Mobile Solution Nottingham as soon as possible with your order number and a clear explanation of the issue.

We may request photos, videos, diagnostic details, or the return of the item for inspection before confirming the next step.

7. Damaged Items on Arrival

If your item arrives damaged, please contact us as soon as possible. Keep the packaging and provide photos of the item and packaging so we can investigate properly.

8. Customer Responsibilities Before Return

Before returning a device, customers must:

  • Back up all personal data
  • Remove Apple ID, iCloud, Google account, Samsung account, passwords, and screen locks
  • Remove SIM cards and memory cards
  • Package the item securely to prevent damage during return
  • Include proof of purchase or order details

Mobile Solution Nottingham is not responsible for loss of data, accounts, passwords, SIM cards, memory cards, or personal content left on returned devices.

9. Return Shipping

Customers should contact Mobile Solution Nottingham before sending any return. Return shipping responsibility may depend on the reason for return and the outcome of inspection.

If a return is due to customer change of mind, the customer may be responsible for return postage. If the item is confirmed faulty or incorrect after inspection, Mobile Solution Nottingham will advise the appropriate resolution.

10. Refund Timing

Approved refunds are processed after the returned item has been received and inspected. Once processed, the time for funds to appear in your account depends on your payment provider.

11. Repairs and Service Returns

Repair services are handled separately from product returns. If there is an issue with a repair, please contact us with your repair receipt or job reference so our team can inspect and advise.

12. Contact Us Before Returning

Please contact Mobile Solution Nottingham before returning any item.

  • Phone: +44 330 043 3919
  • Arnold branch: 68 Front St, Nottingham NG5 7EJ
  • West Bridgford branch: 71 Melton Rd, Nottingham NG2 6EN