Returns & Refund Policy

Thank you for shopping at Urban Mobiles. We appreciate your business and want to ensure you have a seamless experience with your tech purchases.

If you are not entirely satisfied with your purchase, we are here to help. Our Return and Refund Policy is designed to be transparent, straightforward, and compliant with standard e-commerce consumer protection guidelines.

1. Return Window

You have 7 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original, undamaged packaging with all accessories, manuals, and receipts included.

2. Grounds for a Valid Return

We accept returns under the following specific circumstances:

• Defective or Faulty Products: The item has a manufacturing defect or fails to function correctly upon arrival.
• Incorrect Item: The product delivered does not match the specifications, model, or color of what was ordered.
• Damaged on Arrival: The item was physically damaged during transit or delivery.

Note: We do not accept returns for “change of mind” or buyer’s remorse once a sealed product has been opened and used.

3. The Return Process

To initiate a return, please follow these steps:

1. Contact Us First: Reach out to our customer support team via phone at 0719 101 568 or email us at deals@urbanmobiles.com to explain the issue.
2. Verification: Our team will review your request. If it qualifies, we will guide you on how to return the item to our physical store.
3. Drop-off/Shipping: You can bring the item directly to our shop at Rehema House, 3rd Floor, Standard Street, Nairobi, or arrange for courier delivery (return shipping costs may apply depending on the nature of the return).

4. Refunds & Replacements

Once we receive your item, our technical team will inspect it and notify you that we have received your returned product. We will immediately notify you of the status of your refund or replacement after inspecting the item.

• Replacements: If the item is defective and a replacement is in stock, we will issue a brand-new unit as the primary resolution.
• Refunds: If a replacement is unavailable, we will initiate a refund.
• Refund Methods: Approved refunds will be processed back to your original payment method (M-Pesa, Bank Transfer, or Card) within 2–5 business days, depending on your financial institution’s processing times.

5. Non-Returnable Items

Certain items cannot be returned due to safety, hygiene, or software licensing reasons:

• Items with missing serial numbers, altered IMEI numbers, or broken warranty seals.
• Physical damage, liquid damage, or faults caused by improper user handling/voltage fluctuations.
• Consumable items or software/digital activation keys that have been opened.

Need Assistance?

If you have any questions about how to return your item to us, feel free to reach out to our team:

• Hotline: 0719 101 568
• Email: deals@urbanmobiles.com
• Physical Address: Rehema House, 3rd Floor, Standard Street, Nairobi