Refund & Return

Last Updated: June 2026

Introduction

At MobileStore.pk, customer satisfaction is our top priority. We understand that purchasing a mobile phone or accessory is an important decision and we want to make sure that every buyer on our platform has a safe, transparent, and hassle-free experience.

This Refund and Return Policy explains the conditions under which you can request a return or refund for products purchased directly through MobileStore.pk. We encourage you to read this policy carefully before making any purchase.

Our Transparency Promise

Before every order is shipped, our team records a detailed video of the product being carefully inspected and packaged. This video is shared with the buyer prior to delivery as proof of the product's condition and authenticity at the time of dispatch. This practice ensures complete transparency and eliminates any possibility of disputes regarding the condition of the product at the time of shipment.

In the event of any return or refund dispute, this pre-shipment video will serve as the primary reference and evidence.

1. Eligibility for Return

You may be eligible to return a product purchased from MobileStore.pk under the following conditions:

  • The product you received is significantly different from what was described in the listing
  • The product arrived in a physically damaged condition at the time of delivery
  • The product is not functioning properly and the issue existed at the time of delivery
  • You received the wrong product that was not what you ordered
  • The product is missing accessories or items that were clearly mentioned in the listing

Returns will not be accepted under the following conditions:

  • The return request is submitted after 24 hours of receiving the product
  • The product has been used, physically damaged, or tampered with after delivery
  • The product packaging has been damaged or discarded by the buyer
  • The issue reported is the result of misuse or accidental damage by the buyer
  • The buyer simply changed their mind after receiving the product
  • Minor cosmetic differences that were clearly mentioned or visible in the product listing

2. Return Request Process

If you believe you are eligible for a return, please follow these steps:

  1. Contact our support team within 24 hours of receiving your product through our Contact Us page
  2. Provide your order number, a clear description of the issue, and supporting photographs or video of the problem
  3. Our team will review your request along with the pre-shipment video recorded before dispatch
  4. If your return request is approved, we will provide you with instructions on how to send the product back to us
  5. The product must be returned in its original condition along with all accessories, packaging, and any free items included with the order
  6. Once we receive and inspect the returned product, we will notify you of the outcome within 3 to 5 business days

3. Refund Policy

Once your return has been approved and the returned product has been received and inspected by our team, we will process your refund based on the following conditions:

Full Refund

A full refund will be issued if:

  • The product delivered was completely different from what was ordered
  • The product arrived in a non-functional condition that was not caused by the buyer
  • The product was significantly misrepresented in the listing

Partial Refund

A partial refund may be issued if:

  • Minor accessories were missing from the order
  • The product condition was slightly different from the listing but the product is still functional

No Refund

No refund will be issued if:

  • The return request does not meet our eligibility criteria
  • The product was damaged by the buyer after delivery
  • The pre-shipment video clearly shows the product was in the described condition at the time of dispatch and the issue was caused after delivery

4. Refund Processing Time

Once your refund has been approved, it will be processed through the original payment method used at the time of purchase. Please note the following processing timelines:

  • Bank transfer refunds will be processed within 5 to 7 business days
  • Mobile wallet refunds such as JazzCash or Easypaisa will be processed within 2 to 3 business days
  • Cash on delivery refunds will be transferred to your provided bank account or mobile wallet within 5 to 7 business days

MobileStore.pk is not responsible for any additional delays caused by your bank or payment provider.

5. Exchange Policy

In certain cases, instead of a refund, we may offer an exchange for the same product or a product of equal value. Exchange requests are subject to product availability and will be evaluated on a case by case basis by our support team. All exchange requests must be submitted within 24 hours of receiving the product and are subject to the same eligibility conditions as returns.

6. Warranty Claims

If your product develops a fault after the 24-hour return window has passed, it may be covered under the manufacturer's official warranty. In such cases:

  • Please contact the official brand service center in your city for warranty claims
  • MobileStore.pk will assist you in locating the nearest authorized service center if needed
  • Products purchased through our platform come with the standard manufacturer warranty as mentioned in the product listing
  • MobileStore.pk does not provide its own separate warranty beyond the return window unless specifically stated in the product listing

7. Marketplace Seller Transactions

Please note that this Refund and Return Policy applies specifically to products sold directly by MobileStore.pk. For products purchased from individual sellers through our marketplace, the following applies:

  • Buyers are advised to carefully review all listings and communicate with sellers before confirming a purchase
  • Any disputes between buyers and marketplace sellers should be reported to our support team within 24 hours of delivery
  • MobileStore.pk will do its best to mediate and resolve disputes between buyers and sellers fairly
  • MobileStore.pk is not directly responsible for the condition or authenticity of products listed by individual marketplace sellers
  • Cash transactions conducted outside our platform are done entirely at the buyer's own risk and are not covered by our refund or return policy

8. How to Contact Us for Returns and Refunds

If you have any questions about our Refund and Return Policy or wish to submit a return request, please contact our support team through our Contact Us page. Please include the following details in your message:

  • Your full name and registered email address
  • Your order number
  • A clear description of the issue
  • Supporting photos or videos of the problem

Our team will respond to your request as soon as possible and guide you through the return or refund process.

MobileStore.pk — Your Satisfaction is Our Commitment. Since 2010.