Return
Hassle-Free Returns: Your Satisfaction Guaranteed
At The Mobile Marvel Your satisfaction is our top priority. If your purchase isn’t quite right, we’re here to help with a simple and transparent returns process. Please review our policy below for a smooth experience.
Return Eligibility & Timeframes
Most items can be returned within 10 days of arrival, subject to the reason for return. Returns are categorized as follows:
- Faulty Returns.
- (Non-Faulty) Returns.
- Incorrect color, variant, product.
Faulty Returns (including damaged during shipping)
If your item is faulty within 10 days of delivery, you are eligible for a full refund or
replacement.
Faulty Returns
-Customers must provide clear evidence of any fault (photos, videos, or detailed description) before returning a device.
-Once the item is returned, our technicians will test it. If we cannot reproduce the reported issue and no fault is found, the return will be treated as a non‑faulty return.
-Please note: Lack of 4G/5G network compatibility in your country is not considered a fault, as we cannot reproduce region‑specific band limitations in our location. You are responsible for checking network compatibility (for example, by contacting us or using trusted resources such as Kimovil) before placing your order.
- We cover all round-trip shipping costs.
- Please email your shipping invoice to cs@themobilemarvel.com for reimbursement after we receive and verify your item.
Note: Minor cosmetic damage to packaging does not qualify as Damaged during shipping.
(Non-Faulty) Returns
Changed your mind? No problem! You can return your item within 7 days, subject to the
following conditions:
- Admin Fee: Minimum of US$100.00 or 12.5% of the item’s value (whichever is greater). Why is this so high? Because the gateway fees alone are 5+%
-Shipping Costs: Is the responsibility of the customer in both directions (when we sent to you and you returning back to us).
- Condition: Item must be in AS NEW CONDITION (Ideally sealed or just unsealed but unused)
- Restocking Fee: If the item is not in as-new condition or missing packaging, a restocking fee of up to 50% may apply, or the return may be refused.
Incorrect Items
- Notify us within 12 hours of delivery at cs@themobilemarvel.com with your order number and a brief description.
Exceptions: Non-Returnable Items for (Non-faulty Returns)
Certain items are not eligible for return due to their nature, including:
- Accessories: Cases, covers, screen protectors, cables, batteries, and other low-value items.
How to Return Your Item
1. Contact Us: Email cs@themobilemarvel.com to request a Return Merchandise Authorisation RMA. Please do not return items without prior approval.
2. Prepare Your Return: Pack the item in its original packaging with all documentation and included accessories (e.g., battery, stylus, cables, headset).
3. Ship the Item: Use a tracked shipping method with delivery in 14 business days or less.
4. Inspection: Replacement items are issued only after we receive and inspect the original item.
Personal Data & Device Security
- Unlock your device and remove any security software before returning.
- Restore to factory settings and erase all personal data.
- Devices returned locked or disabled may be refused or charged at full cost.
- We are not responsible for data left on devices during assessment or repair.
Order Cancellations
Before Shipment/Pre-Order: Cancellations due to change-of-mind incur a 5.25% payment gateway fee (bank transfer have only 1.5% fees)
After Shipment: Refunds are issued for the product cost only (shipping fees and 5.25% gateway fee are non-refundable) once the item is returned in original condition.
- Refunds are processed within 3 business (Hong Kong) days of return confirmation.
Additional Return Terms
- Used items or those missing contents may incur a restocking fee up to $120.
- All return requests must be submitted via our email cs@themobilemarvel.com.
- Items must be shipped within 7 calendar days of receiving return instructions.
- Tracked shipping is required for all returns. (items lost in transit back to us are not our responsibility Note: If the courier says delivered to us we are responsible).
We’re Here to Help
If you have any questions or need assistance, our friendly team is ready to support you at cs@themobilemarvel.com or +85295099710.
The Mobile Marvel – Making your experience smooth, secure, and stress-free.