Refund, Return & Exchange Policy

Refund Policy

At QMobile, we aim to provide our customers with reliable products and a smooth shopping experience. We understand that in certain situations a customer may need to request a refund due to a damaged, defective, incorrect, or otherwise eligible product.

All refund requests are reviewed according to the conditions mentioned below. Customers are advised to read this policy carefully before submitting a request.

Eligibility for a Refund

A refund request may be considered in the following circumstances:

• The product received is damaged at the time of delivery.
• The customer receives a product different from the product ordered.
• The product has a major manufacturing defect that cannot reasonably be resolved through repair or replacement.
• A replacement product is approved but the same model is no longer available.
• QMobile Customer Support or the After Sales team determines that a refund is the appropriate resolution after inspection and verification.

A refund will not automatically be issued simply because the customer changes their mind after receiving and opening the product.

Damaged or Defective Products

If a product is received in a damaged or defective condition, the customer must contact QMobile Customer Support as soon as possible after delivery.

For delivery-related damage or an item received in visibly defective condition, customers may be required to provide:

• Order number
• Customer name and contact details
• Product model
• IMEI or serial number, where applicable
• Clear photographs of the product and packaging
• An unboxing video showing the package being opened for the first time
• A description of the issue

The unboxing video should clearly show the sealed parcel, shipping label, package condition, product box, and product being removed from the package.

Claims submitted without sufficient evidence may require additional verification before they can be approved.

Product Inspection

Products returned for refund may be inspected by QMobile's authorized team.

The inspection may verify:

• Product condition
• Manufacturing defect
• Physical or liquid damage
• IMEI or serial number
• Original packaging
• Accessories and included items
• Warranty seal
• Signs of unauthorized repair or modification

QMobile reserves the right to reject refund requests where the product does not meet the eligibility conditions stated in this policy.

Minor Product Issues

If the issue is considered minor and can reasonably be repaired, QMobile may offer repair instead of a refund.

A refund is generally considered when the issue is serious, cannot be repaired within reasonable circumstances, or another approved resolution is not available.

Refund Processing

Once a refund has been approved and the returned product has successfully completed verification, QMobile will initiate the refund process.

Refund processing may take approximately 7-10 business days after final approval.

Actual processing time may vary depending on the payment or financial process applicable to the order.

For Cash on Delivery orders, the customer may be asked to provide the required refund information separately after approval.

Non-Refundable Situations

A refund may not be approved where:

• The product has been physically damaged after delivery.
• The product has liquid or moisture damage.
• The product has been opened, repaired, modified, or tampered with by an unauthorized person.
• The IMEI or serial number has been altered, removed, or does not match QMobile records.
• The product is returned incomplete.
• Original accessories supplied with the product are missing.
• The issue results from misuse, accident, negligence, or improper handling.
• The customer is unable to provide reasonable evidence required to verify a delivery-related claim.
• The product issue falls under an applicable warranty repair process instead of refund eligibility.

How to Request a Refund

To request assistance, contact QMobile Customer Support and provide your order information together with complete details of the issue.

Email: support@qmobile.com.pk

QMobile may request additional information before approving the request.

Return & Exchange Policy

QMobile is committed to ensuring that customers receive the correct product in satisfactory condition. This Return & Exchange Policy explains the circumstances in which a product may be returned or exchanged.

Incorrect Product Received

If you receive a product different from the one mentioned in your confirmed order, please contact QMobile Customer Support promptly.

Once the issue has been verified, QMobile may arrange collection of the incorrect item and process the correct replacement.

The incorrect product should be returned:

• Unused
• In its original condition
• With original packaging
• With all accessories
• With manuals and documentation, where applicable
• With the IMEI/serial number intact
• Without physical damage or unauthorized modification

Damaged Product Received

If the product appears damaged when delivered, the customer should document the condition immediately.

For such claims, QMobile may request an unboxing video beginning before the parcel is opened.

The video should clearly show:

• The sealed shipping package
• Shipping label
• Exterior package condition
• Opening of the parcel
• Product box
• Product condition

This helps QMobile determine whether the damage occurred before or during delivery.

Defective Product

If a product develops a manufacturing-related issue, the matter may be referred to QMobile Customer Support or the authorized After Sales team.

Depending on the issue and eligibility, the resolution may include:

• Inspection
• Repair
• Exchange/replacement
• Other resolution according to the applicable warranty terms

Conditions for Return or Exchange

For an eligible return or exchange, the customer should ensure that:

• The correct product is returned.
• Product IMEI/serial number matches the supplied device.
• Original product packaging is available where reasonably required.
• Accessories supplied with the product are included.
• No unauthorized repair or modification has been performed.
• Product has not been intentionally damaged.
• Product is returned according to the instructions provided by QMobile.

Exchange Processing Time

After the returned product has been received and verified, an approved exchange may take approximately 7-10 business days to process.

Processing and delivery time may vary depending on:

• Product availability
• Customer location
• Courier operations
• Verification requirements

Product Availability

If the exact replacement model is unavailable, QMobile Customer Support will contact the customer regarding the available resolution.

No alternative product will be provided without confirmation where customer approval is required.

Items Not Eligible for Exchange

Exchange may be refused in cases including:

• Physical damage caused after delivery
• Liquid damage
• Misuse or negligence
• Unauthorized repair
• Altered or removed IMEI/serial number
• Missing major accessories
• Tampered warranty seals
• Product returned in a materially different condition from the delivered condition

Requesting a Return or Exchange

Customers should contact QMobile Customer Support with:

• Order number
• Customer name
• Registered contact number
• Product model
• IMEI/serial number
• Reason for return/exchange
• Supporting photographs/video where required

Email: support@qmobile.com.pk

Customer Support & Authorized After-Sales Assistance

QMobile Customer Support: support@qmobile.com.pk | +92 328 6226224. For authorized warranty checks, service appointments, repair tracking and service-center assistance, visit MetaCare at https://metacarecenter.com/, email support@metacarecenter.com, or call (021)-111-632-273. MetaCare handles authorized after-sales servicing; online order refunds and commercial approvals remain subject to QMobile’s applicable policies.