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Returns & Refunds

Last Updated: 1 November 2025

At Remobile, we want every customer to feel confident when purchasing our refurbished devices.
Our refund and return process is designed to be simple, transparent, and completely risk-free — with free return shipping, 60 days return window, and a 24-month commercial warranty (including the battery).


1. Quick Summary

  • Change-of-Mind Returns: 60 days from the date of delivery.
    → Free return label for eligible returns.

  • Warranty Period: 24 months from delivery (battery included).

  • Refunds: Processed within 3 business days after inspection approval.

  • Return Shipping: Covered by Remobile within the EU.

  • EU Legal Guarantee: You also retain your statutory 2-year EU legal guarantee of conformity,

 

2. Change-of-Mind Returns (60 Days)

If you change your mind about your purchase, you can return your device within 60 days from delivery — no questions asked.

How to Request a Return

  1. Log in to your account at remobile.eu → go to Orders → select your order → click “Request Return”,
    or contact us directly at:

    📧 support@remobile.eu
    ☎️ +49 1522 5686186

  2. Once your return is approved, we’ll send you a prepaid return shipping label with packing instructions.

  3. Ship the device back using the label provided. Keep your tracking number until we confirm receipt.

  4. Once the device arrives, our technicians will inspect it within 48 hours.

  5. After inspection:

    • Full refund if the device matches its original condition.

    • Partial refund if damage or missing components are found.

    • In severe damage cases, the device may be returned unrepaired.

  6. Refunds are processed within 3 business days after inspection approval.
    Bank posting time varies depending on your payment provider (typically 3–14 business days).

 

3. Warranty Claims (24-Month Commercial Warranty)

Your purchase includes a full 24-month warranty, covering hardware and functional defects — including the battery.

How to Submit a Warranty Claim

  1. Contact our support team via your account or email:

    📧 support@remobile.eu
    ☎️ +49 1522 5686186

  2. Provide the following:

    • Order number and purchase date

    • Device IMEI or serial number

    • Description of the fault (photos/videos recommended)

  3. We will review your claim and, if eligible, send a prepaid shipping label.

  4. Our technicians inspect and test the device within 48 hours of receipt.

  5. Depending on the case, we will:

    • Repair the device using OEM-quality parts, or

    • Replace it with an equivalent model, or

    • Refund you if repair/replacement is not possible.

  6. Typical resolution time: 5–10 business days from receipt of the device.

 

4. Refund Process

Refunds are always issued to the original payment method whenever possible (credit/debit card, PayPal, etc.).
If not available, we will contact you to arrange a bank transfer (IBAN/BIC required).

Refund timeline:

  • Processed by Remobile: within 3 business days after approval.

  • Bank posting: 3–14 business days, depending on your provider.

 

5. Packaging and Shipping Guidelines

To ensure safe returns, please:

  • Use the original packaging or a sturdy replacement box.

  • Remove SIM/eSIM and any personal data (factory reset recommended).

  • Include only what is requested in the return instructions.

  • Keep the tracking number until the return process is completed.

 

6. Important Exclusions

Your return or warranty may not be accepted if:

  • The device shows accidental or liquid damage.

  • Unauthorized repairs or modifications have been made.

  • Software has been jailbroken or rooted.

  • The device is locked (Find My iPhone / Google FRP).

  • The IMEI/serial number has been removed or altered.

 

7. Dead-on-Arrival (DOA) or Shipping Damage

If your device arrives damaged or non-functional, notify us within 48 hours of delivery.
Please attach clear photos of the packaging and the device.
We will prioritize your claim and issue a replacement or refund immediately after verification.

 

8. Our Promise

At Remobile, we believe buying refurbished should feel as safe as buying new.
That’s why we provide:

  • 60-day free returns

  • 24-month full warranty (including battery)

  • Free EU-wide return shipping

  • Fast refunds and honest communication