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 14 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 7 days of delivery, you are eligible for a full refund or
replacement.
- Faulty Returns must provide us evidence and must be recreated from our side once returned (if fault evidence is not provided or we cannot recreate it will be considered non-faulty return)
- 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 10% 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% payment gateway fee (bank transfer have only 1% fees)
After Shipment: Refunds are issued for the product cost only (shipping fees and 5% 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.
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.