Return & Exchange Policy

Mobilize Return & Exchange Policy

At Mobilize, your satisfaction is our priority. We are committed to ensuring every customer receives a device that matches the description, condition, and quality standards listed on our website.

Effective Date: June 2025 | Last Updated: June 2025

At Mobilize, your satisfaction is our priority. We are committed to ensuring every customer receives a device that matches the description, condition, and quality standards listed on our website. If for any reason you are not completely satisfied with your purchase, our Return & Exchange Policy ensures you have a clear and fair process to resolve the issue.

1. Return Window

Mobilize offers a 3-day return window from the date of delivery for the following qualifying reasons:

  • The device received is different from what was ordered (wrong model, color, or storage)
  • The device has a hardware defect not disclosed at the time of sale
  • Dead-on-arrival (DOA) – device does not power on or is non-functional upon receipt
  • Device condition is significantly worse than the graded description listed on the product page

2. Non-Returnable Situations

  • Change of mind after delivery (e.g., preference for a different model or color)
  • Physical damage caused by the customer after delivery
  • Damage from water, drops, or misuse
  • Return request made after the 3-day return window has expired
  • Device has been tampered with, modified, or repaired by a third party

3. How to Initiate a Return

  1. Step 1 – Contact Us Within 3 Days: Message us on WhatsApp (+92 302 8295272) or email contact@mobilize.pk within 3 days of receiving your order.
  2. Step 2 – Provide Documentation: Share your order ID, a photo or video of the issue, and the device’s IMEI number.
  3. Step 3 – Approval: Our team will review your request within 24 hours and confirm whether it qualifies for a return.
  4. Step 4 – Return Shipment: Once approved, securely pack the device in its original packaging and ship it back or drop it off at our Karachi address. Return shipping costs are covered by Mobilize for qualifying defective returns.
  5. Step 5 – Inspection & Resolution: Upon receipt, our team will inspect the device and notify you of the resolution within 2–3 business days.

4. Refund & Exchange Options

  • Exchange: Replacement with the same model in similar or better condition (subject to availability).
  • Store Credit: Full credit towards any other product on Mobilize.pk.
  • Cash Refund: A full refund will be issued via the original payment method (bank transfer, JazzCash, or EasyPaisa) within 5–7 business days, applicable for qualifying returns where exchange is not possible.

5. Return Conditions

  • The device must be returned in the same condition as received – no new damage, scratches, or missing components.
  • All original accessories included in the delivery (if any) must be returned along with the device.
  • Proof of purchase (order ID or invoice) must be provided.
  • The device must be logged out of iCloud/Apple ID before returning. Devices locked to a previous owner’s Apple ID cannot be returned.

6. Contact for Returns & Exchanges

WhatsApp: +92 302 8295272

Email: contact@mobilize.pk

Address: Plot 46-C, Jami Commercial Street 11, DHA Phase VII Karachi, Pakistan

Support Hours: Monday – Saturday, 10:00 AM – 7:00 PM

Mobilize is Pakistan’s trusted destination for certified pre-owned iPhones. We stand behind every product we sell. Our warranty and return policies are designed to give you complete peace of mind when shopping with us.

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