At Moborocks, we prioritize customer satisfaction and are committed to providing exceptional service. We ensure that every customer has a positive shopping experience with us.

Reporting Issues

  1. How to Report an Issue: If you encounter any issues after receiving your order, please either submit the Contact Form available on our Contact Us page or directly email us at [email protected]. A support ticket will be automatically generated in both cases, and a dedicated support team will handle your request. All further communication will take place through the support ticket system.

Returns & Refunds

  1. Eligibility for Refund or Replacement:
    • A refund will be initiated in cases of non-delivery or if the delivered item is out of stock and cannot be replaced.
    • For other issues (e.g., incorrect or damaged items), a replacement will be provided if the product is available in stock.
    • Items Not Eligible for Return: Used items, specific categories like Mobile LCD, glass back panels, PCB boards, etc., or any item missing serial numbers, labels, or accessories.
  2. Timeline for Raising Issues:
    • You must raise a support ticket within 7 days of delivery.
    • We aim to resolve your issue within 10 days from the date the support ticket is opened.
    • Refunds or replacements will be issued within 30 days from the ticket’s creation date.

Refund Process

  1. Refund Method:
    • Prepaid orders will be refunded through the original mode of payment (e.g., card, bank transfer).
    • For COD orders, refunds will be manually processed via UPI or NEFT/RTGS, and will only be made to the registered customer’s bank account.
  2. RTO (Return to Origin) Refunds:
    • If a prepaid order is marked as RTO (Return to Origin), the customer must provide a valid reason for non-acceptance of the order.
    • Refunds for RTO orders will be initiated within 30 days of receiving the returned order.
    • If there is a history of repeated non-acceptance or if the product category includes sensitive items (e.g., Mobile LCDs, PCB boards, etc.), shipping and handling costs may be deducted from the refund amount.

Additional Notes

  1. Order Mistakes:
    • No refunds will be provided for items that were mistakenly ordered (e.g., incorrect model or item).
    • In such cases, a replacement can be issued, but the customer will be responsible for any additional return and re-shipping costs, provided the correct item is available in stock.
  2. Communication Restrictions:
    • Phone calls are reserved only for order delivery-related inquiries and pre-sales questions.
    • Support tickets for returns and refunds cannot be initiated over the phone.
    • WhatsApp is used solely for order-related notifications, and messages sent there are not monitored by human staff for support inquiries.

How to Initiate a Return or Submit a Request/Complaint

To initiate a return, submit a request, or file a complaint, you are required to fill out the Contact Form available on our Contact Us page. Please ensure you include the following details:

  1. Customer Name
  2. Order ID
  3. Registered Mobile Number
  4. Description of the Issue

Once submitted, a support ticket will be generated, and our team will handle your request. You will receive a confirmation email and SMS, and further communication will take place through the support ticket system.

Important Points to Note

  • If you receive a damaged or incorrect item, we may request photos or videos with the order number for verification.
  • You must notify the shipping company of any damage within 3 days of delivery.
  • Ensure that all returned items are securely packed to avoid any loss or damage during transit.

Refund Approval & Processing

  • Once we receive your returned item and inspect it, we will notify you about the approval or rejection of your refund.
  • If approved, the refund will be processed and credited to your original payment method within 5-7 working days.
  • Refund processing times may vary depending on your payment provider’s policies.

Late or Missing Refunds

  • If you haven’t received your refund, first check your bank account, then contact your credit card company or bank, as processing times may vary.
  • If you’ve done all of this and still haven’t received your refund, please contact us at [email protected].

Partial Refunds

Partial refunds may be granted in certain situations:

  1. Items with signs of use.
  2. Items with opened packaging.
  3. Items not in their original condition, damaged, or missing parts not due to our error.

Sale Items

Sale or promotional items are non-refundable unless they are faulty or damaged.

Contact Information

For any questions regarding returns or refunds, email us at [email protected].