Return and Exchange Policy

Mobieta (hereinafter referred to as “we”) strictly complies with applicable UK laws and regulations as well as the requirements of the GDPR (General Data Protection Regulation). In order to protect your legitimate rights and interests and to clearly define matters related to returns and exchanges, this policy is formulated for your understanding and reference. All our sales are conducted through the online store, and there are no offline sales channels.

Conditions for Returns and Exchanges

Within 45 days after you receive the goods, you may apply for a return or exchange based on the following reasons, including but not limited to the situations listed below. You may also apply for a return or exchange without reason:

• The product has quality issues, such as functional failure or material defects;
• The received product is inconsistent with the product information displayed in the online store (such as model, specifications, colour, etc.);
• The product is damaged or deformed during transportation;
• Missing product accessories or incomplete accompanying materials such as manuals or warranty cards;
• Performance failure caused by non-human factors during normal use of the product;
• Receiving duplicate shipments of the same product;
• Other return or exchange circumstances that comply with relevant UK consumer protection regulations.

Return and Exchange Process

Contact us via the customer service email: suivi@mobieta.com or customer service phone: +1 (915) 502-1680 to apply for a return or exchange, and provide the order number, proof of payment, the reason for return or exchange, as well as videos or photos that can support the relevant situation;

Our customer service team will process your application within 1–3 business days. If the application is approved, we will notify you through your provided contact details and provide a detailed return address for you to send the product back;

After receiving the return address, please promptly return the product to the designated return address and properly keep the return shipment tracking number for subsequent logistics status inquiries;

After we receive the returned product, we will immediately inspect it to verify whether it matches the situation you reported. If the inspection is approved, we will promptly arrange a refund or the shipment of a replacement product for you.

Refund Method

Refunds will be returned to the original payment card account (Visa, MasterCard) used at the time of payment. Due to differences in processing efficiency among banking institutions, refunds are expected to be credited within 10–15 business days. If you have not received the refund after this period, please contact us promptly for assistance. For more detailed information regarding refunds, please refer to our Refund Policy.

Shipment of Replacement Products

After the exchange application is approved and the product inspection is completed, we will arrange the shipment of the replacement product in accordance with our established shipping and delivery rules. The shipment preparation processing time is 1–3 business days, during which order information verification, replacement product inventory checks, product packaging, and logistics documentation entry will be completed. After the replacement product is shipped, you will receive a shipment notification email containing information such as the order number and logistics carrier. To check the delivery status of the replacement product, you may log in to our online store and visit the Order Tracking page. By entering your email address or phone number along with the corresponding order number, you can track the order processing progress and logistics delivery status in real time. The goods will be transported and delivered by our cooperating well-known logistics carriers, including DHL, UPS, and FedEx. The delivery timeframe is 10–15 business days, calculated from the date the logistics carrier collects the goods.

Fee Rules

The return shipping costs incurred due to returns or exchanges without reason shall be borne by you;

If the return is caused by quality issues of the product itself, the return shipping costs shall be borne by us;

During the exchange process, the shipping costs for sending the replacement product shall be borne by us;

Except for the return shipping costs incurred due to returns or exchanges without reason, you are not required to pay any other return or exchange-related fees or handling charges.

Liability Statement

If returns or exchanges are required due to quality issues of the product itself or shipping errors on our part, we will fully cooperate in handling the relevant matters and bear the corresponding logistics and processing costs, without requiring you to assume any additional responsibility;

During the processing of return or exchange applications and product inspections, if delays occur due to our operational errors, we will promptly communicate with you and explain the situation, and expedite subsequent procedures to avoid unnecessary inconvenience to you;

If the product is damaged or lost due to reasons attributable to the logistics carrier during the return process, we will assist you in communicating and negotiating with the carrier to safeguard your legitimate rights and interests to the greatest extent possible;

With regard to your personal information involved in the return and exchange process, we will strictly protect it in accordance with GDPR requirements and use it solely for the processing of return and exchange matters. It will not be disclosed without authorization or used for any other purposes;

If the return or exchange process cannot proceed normally due to force majeure factors (such as natural disasters, traffic control, or policy adjustments), we will promptly notify you of the relevant situation. Once the force majeure factors are eliminated, we will resume processing as soon as possible and provide you with reasonable solutions based on the actual circumstances, without requiring you to bear any related responsibility.

Contact Us

If you have any questions or needs regarding returns and exchanges, you may contact us through the following methods:

• Contact Address: 3608 W FLOURNOY ST APT 1A, CHICAGO, IL 60624, US
• Customer Service Email: suivi@mobieta.com
• Customer Service Phone: +1 (915) 502-1680
• Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Central European Time, CET)