Return / Refund policy

All returns are accepted within 45 Days of Delivery, unless specified.

To initiate a Return/Refund request, please email support@mobiledirectonline.co.uk and wait for confirmation from us before dispatching the item. If the item is dispatched without contacting us first, the return may not be entertained, and the customer will be responsible for any loss whatsoever.

Please read the return policy below in different situations for easier understanding.

Return Reasons:

I. If the Return Reason is “Defective / Faulty / Wrong Item / Missing Parts“, then:

The issue must be reported immediately or within 3 days after delivery.
It must also include all packaging and accessories that came with the item.
Customers must provide an unboxing video recorded while opening the package as proof of the item's condition at the time of delivery. This video may be required to raise a claim with the courier company.

II. If the Return Reason is “Arrived Damaged“, then:

The issue must be reported immediately or within 3 days after delivery.
A written statement is required as proof from the Courier Company stating that the item was damaged during shipping.
It must also include all packaging and accessories that came with the item.

III. If the Return Reason is “Changed Mind / Purchased By Mistake“, then:

Some clearance sale items may not have the option to be returned due to the offer they were sold at; please read the product description carefully.
New items must be returned in their original sealed, unopened packaging.
For items with a manufacturer seal, the items should be returned with an unbroken seal and intact.
Provide the tracking number once dispatched.
If the seal is broken, 10-70% of the amount will be deducted from the refund, depending on how much the product has been used and the condition of the item/box and accessories we receive back.
Returns for generic accessories are not accepted.

Note: For the reasons (I & II), A prepaid return label will be provided, and the item must be returned in the same condition as received. If we are unable to provide the return label for any reason, then the customer may need to ship the device back on their own, and we will refund the return postage. For reason (III), the return shipping cost will be paid by the customer (We will provide the shipping label and deduct the cost from the refund).

Packaging Requirements:

Once your return is authorised, please repackage the device securely in its original box (or equivalent protective packaging) in the bubble wrap, including all accessories, and clearly label the parcel with your name and order number. Using a tracked shipping service and retaining proof of postage is strongly recommended.

Faulty Device – Returns Policy

If a product is clearly listed and sold as faulty, this condition is disclosed on the product page prior to purchase. By completing the order, the customer acknowledges and accepts the item’s faulty status.

If the customer chooses to return a faulty-listed device, the item must be shipped back to us at the customer’s expense. Once received and inspected, a 20% deduction will be applied to the order value to cover handling and restocking costs. The remaining balance will be refunded in accordance with our returns policy.

We strongly advise customers to carefully review the product description and condition details before placing an order. If you have any questions about a device’s condition, please contact us prior to purchase.

All returns should be sent to the address below:

Mobile Direct 85 Bury New Road Manchester M8 8FX

If the 45-day period has passed, then all returns are accepted under the seller warranty (if any) under Manufacturing faults for repair purposes only, and return shipping shall be paid by the customer. An email should be sent to returns@mobiledirectonline.co.uk with the tracking number and courier company name. Include the order number in the subject line. The same email can be used for follow-ups.

In case the customer is returning the parcel on their own, please mention your order number either on the parcel or include a small note inside the parcel. For all returns (where applicable), devices should be reset to factory settings, removing all locks and IDs linked to them. Otherwise, the replacement/refund may be delayed. Please do not include any accessories (e.g., chargers, cables, cases) when returning a device for replacement, as we are not responsible for any accessories lost during transit and cannot guarantee their return.

Once the tracking shows that the parcel is delivered to our collection centre, it can take 1 to 3 working days to provide an update on the returned parcel.

After providing the repair cost, if we do not receive confirmation from the customer within 2-3 working days, the device will be sent back to the customer.

Refunds:

No refund is applicable after 45 Days of purchase, regardless of the issue or fault and warranty offered with the product. The final refund amount will be solely at Mobile Direct's discretion, which may be different than mentioned above in some cases, and cannot be challenged whatsoever. Inspect your order carefully once you receive it. In case the item is defective, damaged, or if you receive the wrong item, contact us immediately as mentioned above, so that we can evaluate the issue and make it right.

If an order placed through Clearpay or Klarna is cancelled due to an incorrect address, change of mind, mistaken order, or any reason not attributable to Mobile Direct, a 10% deduction (including shipping fees, if applicable) will be applied to the total order amount. Refunds will then be processed after this deduction.

Refunds will be processed within 3 working days after the item is received. It can take up to 14 working days to reflect in the customer’s account.

If approved, you’ll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

For all queries regarding refunds, please send an email to disputes@mobiledirectonline.co.uk

Note: It is solely the customer’s responsibility to read and understand our policies and dispatch the product at their own expense, and in case a prepaid return label is provided, the customer has to take its printout and visit the nearest post office to ship the parcel. We do not provide collection service. And before dispatching the device, please always make sure that it is reset to original settings, and there is no data, passcode, screen lock, or email ID linked to it; otherwise, the return/refund process may get delayed. The product should be shipped within 7 days after the return is accepted. After that, the company shall not be responsible for any loss that may occur in this regard, and it will be solely the company’s discretion to accept the return again or not, regardless of the issue with the product.