Cancellation Policy

Last Updated: 1 November, 2025 

At Remobile, we want you to be completely confident in your purchase. This Cancellation Policy outlines 
your right to cancel your order under European Union consumer protection law, which we proudly extend beyond the legal minimum. 

Company Name: Remobile 786 SL 
Registered Address: Avinguda Diagonal, 442, 08037 Barcelona, Spain
Customer Service Phone: +34 634 93 70 77
Email: e.g., support@remobile.eu

Full Refund & Claims Process (step-by-step) 

A) Change-of-mind returns (60-day returns)

1. Initiate a return

• Log in to your remobile.eu account → Orders → select order → “Request return”, or contact support@remobile.eu / +34 634 937 077. Provide your order number and reason (“change of mind”). 
  

2. Get your return label 

• If eligible, we email a prepaid return shipping label and return instructions. Pack the device securely (see packing checklist below). 
  

3. Ship 

Hand the parcel to the carrier stated on the label and keep tracking number. 

4. Inspection on arrival 

• Our technicians inspect the device (functionality + cosmetic condition). Inspection aims to be completed within 48 hours of receipt. 
  

5. Refund decision 

• If device is returned in original/functional condition, we issue a full refund. If damage or missing parts are found, a partial refund may be issued (deduction = repair cost or market value loss). 
  

6. Refund processing & posting 

• Refund is processed within 3 business days of approval. Time to appear in your account depends on the payment method and bank (typically 3–14 business days). 
  

Notes on change-of-mind returns 

• No restocking fee for returns that meet condition requirements.
• Devices returned with accidental damage/liquid damage/unauthorized modifications may be subject to a repair fee or partial refund; in extreme cases we will return the device unrepaired. (See “Inspection & refund calculation” below.)

B) Warranty claims (24-month commercial warranty — battery included) 

1. Open a warranty claim 

• Log in → Orders → “Get help” (or email support@remobile.eu / call +34 634 937 077). Provide: order number, IMEI/serial, purchase date, description of the fault, and photos/videos if possible. 
  

2. Pre-check & return label 

• We confirm whether the issue is likely covered and — if so — send a prepaid return label and return instructions. refurbed Irelandpro.backmarket.com 
  

3. Prepare & ship 

• Back up data & remove locks (Find My iPhone / Google FRP), factory reset, remove SIM/eSIM if requested. Pack securely. 
  

4. On-site diagnostics 

• Our techs inspect/test the device. Typical diagnosis window: 48 hours after receipt. 
  

5. Resolution 

• If covered: we repair (OEM-quality parts), replace (same-or-better grade), or refund (if 
  repair/replacement not possible). If not covered (e.g., accidental damage), we provide a paid repair quote or return the device. 
  

6. Timeframes 

• Acknowledgement of claim: within 24 hours. Resolution (repair/replace/refund) usually within 5–10 business days after receipt. Refunds, if applicable, are processed within 3 business days of approval. 
  

DOA & Transit damage

• If the parcel arrives clearly damaged or the device is dead on arrival, report within 24–48 hours with photos. We prioritize these as DOA cases and handle them immediately (exchange or refund after verification).

Inspection, Evidence & Refund Calculation (how we decide refund amount) 

When we receive a returned device, we check: 

1. Functional test: boots, sensors, calls, Wi-Fi, Bluetooth, charging, cameras, display, audio, ports.
2. Cosmetic check: screen, housing, buttons, visible marks that exceed the described/advertised grade.
3. Accessory check: included accessories condition (if required by label) and original packaging presence.
4. Security checks: IMEI/serial intact; device not locked with active security account (FMI/FRP). 
   

Refund outcomes

• Full refund: device materially matches the condition on delivery and no functional faults discovered (change-of-mind).
• Partial refund: We deduct a repair cost or assessed market depreciation when the device shows damage beyond normal wear and tear (we supply the repair estimate).
• No refund: device returned with deliberate damage, missing IMEI, or tampered beyond repair — we will return it to you and may charge for return shipping in exceptional cases.
• Paid repair option: if you prefer, we can repair out-of-warranty damage for a price; we will send a quote. 
  

How deduction is calculated (example approach) 

• Cosmetic minor scuffs: small fixed deduction.
• Screen replacement: repair cost deducted (we supply an itemised invoice).
• Major water damage that requires full replacement: refund may be refused and device returned (or a reduced refund if assessed salvage value exists). 
  

We always supply the inspection report and repair quote before deducting any amount. 

Exclusions (when refunds or warranty won’t apply) 

• Accidental damage (drops/cracked screen) & liquid/oxidation damage.
• Unauthorized repairs, opening the device or using non-approved parts.
• Software tampering (root/jailbreak) or firmware modifications.
• Devices returned with Find My iPhone / Google account locks active — we cannot service these until locks are removed.
• Missing/altered IMEI or serial number. 
  Items returned lacking required hygiene/packaging (if accessory hygiene rules apply).

Payment & Refund Methods

• Refunds are returned to the original payment method when possible (credit/debit card, PayPal, etc.).
• If the original method is unavailable, we will contact you to arrange an alternative (bank transfer — we may ask for IBAN/BIC).
• Refund timeline: processed by Remobile within 3 business days of approval; bank/processor posting varies (typically 3–14 business days). 
  

What we need from you (checklist) 

• Order number/invoice.
• IMEI / Serial number (helpful).
• Photos / short video showing the fault (recommended).
• A brief description of the fault and when it started.
• Confirmation you removed account locks & performed a backup + factory reset (for returns). 
  

Packaging & Shipping Instructions (short checklist) 

• Use the original box if available; otherwise, double-box the device with bubble wrap or equivalent.
• Remove SIM/eSIM and any personal items.
• Include only what the return label specifies (usually the device; accessories only if requested).
• Keep the carrier tracking number until case is closed. 

Examples / Scenarios (practical) 

• Scenario A — Change of mind: You return an iPhone within 20 days in the same condition. → Full refund after 
  inspection (processed within 3 business days).
• Scenario B — Faulty unit within warranty: Device won't boot after 8 months. → Open warranty claim, send prepaid label, we repair/replace or refund after inspection (no shipping cost).
• Scenario C — Returned with cracked screen: You return within 60 days but screen is cracked. → Inspection finds accidental damage; we offer paid repair quote or partial refund after agreed deduction.
• Scenario D — DOA: The phone arrives dead and packaging is damaged. → Report within 24–48 hours with photos; we process as DOA (priority exchange/refund after verification).