Our 60-Day Hassle-Free Return Policy
We want you to be completely satisfied with your purchase. If you change your mind or encounter any issues, you have 60 days from the delivery date to return your item for a full refund or an exchange.
Step-by-Step Return Process
Follow these simple steps to initiate and complete your return:
Step 1: Initiate the Return
Contact our Customer Support Team to notify us of your return.
Email: Send an email to [email protected].
Phone: Call us at +49 1522 5686186 (Monday to Saturday from 08.30 AM till 20.00 CET)
Required Information: To speed up the process, please provide the following details in your initial contact:
Order Number (mandatory)
Reason for Return (e.g., Change of Mind, Defect, Request for Exchange)
Proof of Purchase/Receipt
Photos of the Damage (if the return is due to a defect or damage)
Step 2: Receive Your Pre-Paid Shipping Label
Once your return is approved, our team will process the necessary documentation.
Return Costs: Remobile covers the entire cost of the return.
Label: We will send you a pre-paid DHL shipping label via email.
Step 3: Package and Ship Your Item
It is crucial that you package your item correctly to prevent damage during transit.
Condition: The item must be returned in the same condition as sold.
Packaging: Use the original packaging, and include all original accessories (charger, cables, etc.).
Shipping: Affix the pre-paid DHL label to the package and drop it off at the nearest DHL acceptance point.
Step 4: Inspection and Refund Processing
Once we receive your item, our quality team will inspect it against the return conditions.
Inspection: Inspection takes place immediately upon receipt.
Refund Method: The refund will be issued via the original payment method used for the purchase, or we will arrange a replacement device upon request.
Refund Timeline: Please allow 10–15 business days from the date the item is received and inspected for the refund amount to appear back in your account.
Policy Exceptions
There are no standard exceptions to our 60-day return policy, provided the item is returned in the condition and with the accessories described above. Returns will only be rejected if the device is returned with severe damage outside the reported fault or if essential original accessories are missing.
Frequently Asked Questions (FAQ)
How long is the return period?
How long is the return period?
You have 60 days from the date of delivery of your order.
Who pays the return shipping costs?
Who pays the return shipping costs?
Remobile covers all return shipping costs. We provide a prepaid DHL & UPS label.
Can I return the item if I no longer have the receipt?
Can I return the item if I no longer have the receipt?
We need your order number for verification purposes. If you can provide this, the original receipt may not be required.
What are the most important return conditions?
What are the most important return conditions?
The item must be in the same condition as sold and include the original packaging and all accessories.
What happens if the original packaging is damaged?
What happens if the original packaging is damaged?
Please use the original packaging. If it is unusable, ensure the device is securely packaged to prevent damage. However, please note that missing original packaging may slightly impact processing.
What details do I need to include in the email?
What details do I need to include in the email?
Your order number, the reason for return, and, if applicable, photos of the damage.
What is the standard refund method?
What is the standard refund method?
Refunds are usually issued via your original payment method. You can also request a replacement device.
How long does the refund take?
How long does the refund take?
Please allow 10-15 business days after the device has been received and inspected by our team.
Are there any exceptions or reasons why a return could be refused?
Are there any exceptions or reasons why a return could be refused?
Returns are generally accepted, but may be refused if the device is returned with serious damage not covered by the reported defect or if critical components/accessories are missing.
Can I get a replacement instead of a refund?
Can I get a replacement instead of a refund?
Yes, you can indicate that you prefer a replacement device when initiating the return.