Returns & Refund Policy

At DrMobilePhone, your satisfaction is our priority. We understand that sometimes a product may not be exactly right — whether it's the wrong specification, has changed your mind, or has arrived damaged. Our returns policy is designed to be fair, transparent, and well above the legal minimum.

We accept returns within 30 days of the delivery date for a full refund or exchange, subject to the eligibility conditions set out below. This policy applies to all products purchased directly through our website. It does not affect your statutory rights under Irish or EU consumer protection law, which are set out in Section 9.

To qualify for a return and refund or exchange, items must meet all of the following conditions:

• ✓Returned within 30 days of the confirmed delivery date
• ✓In original, unused, and unactivated condition
• ✓In original retail packaging (box, inserts, manual, accessories) — all intact
• ✓All accessories, cables, chargers, and bundled items included
• ✓No scratches, cracks, water damage, or physical damage caused after delivery
• ✓Accompanied by your order number or order confirmation email

Follow these steps to return an item. Do not send items back without first receiving a return authorisation — unauthorised returns may not be accepted.

If your item arrived damaged, is faulty, or is not what you ordered, we sincerely apologise. Please contact us as soon as possible after discovering the issue. For items damaged in transit, we ask that you report it within 48 hours of delivery.

For faulty or incorrect items, we will:

• ✓Cover the full cost of return postage (we will provide a prepaid label)
• ✓Offer a free replacement, repair, or full refund — at your choice
• ✓Process your resolution as a priority — within 3 business days of receiving the return

For faults that develop within the first 12 months of use, Irish and EU law presumes the fault existed at the time of delivery. If a fault appears between 12 months and 2 years, you must be able to show the fault was present at delivery, but we will still investigate the issue fairly and promptly.

Original outbound shipping charges are non-refundable for change-of-mind returns, unless the item was faulty or incorrectly supplied, in which case all shipping costs will be reimbursed.

Once we have received and inspected your returned item and confirmed it meets our return criteria, we will process your refund:

• ◆Refunds are issued to the original payment method used at purchase (e.g. credit/debit card via Stripe)
• ◆Refund processing typically takes 5–10 business days from the date we confirm the return
• ◆You will receive a refund confirmation email once your refund has been issued
• ◆Bank or card processing times may vary — most refunds appear within 3–5 working days of issue, but can occasionally take up to 10 days depending on your bank
• ◆Where a partial refund is agreed (e.g. for partial returns), this will be clearly communicated before processing

If you have not received your refund within 12 business days of our confirmation email, please check with your bank first, then contact us if the issue persists.

We are happy to exchange items for a different model, colour, storage option, or specification, subject to availability at the time of your request.

To request an exchange:

• ◆Contact us within the 30-day return window
• ◆Specify the item you wish to exchange and the replacement you'd prefer
• ◆We will confirm availability and advise on any price difference
• ◆If the replacement is more expensive, you will be charged the difference; if cheaper, we will refund the difference
• ◆Exchange items are dispatched once your original item is received and inspected

Where a requested exchange item is out of stock or unavailable, we will offer an alternative or process a full refund.

Returns requested outside the 30-day window will generally not be accepted except in the following circumstances:

• ◆The item develops a fault covered by the statutory 2-year guarantee — you may still claim a repair, replacement, or refund under your consumer rights (see Section 9)
• ◆There are exceptional personal circumstances (illness, bereavement, etc.) — please contact us and we will consider these on a case-by-case basis
• ◆We made an error with your order — there is no time limit on our obligation to correct mistakes on our part

Nothing in this Returns Policy limits or replaces your statutory consumer rights. Under Irish and EU law, you have the following rights regardless of any store policy:

If you have a dispute that we have been unable to resolve, you may refer it to the European Consumer Centre Ireland (ECC Ireland) at eccireland.ie or the Competition and Consumer Protection Commission (CCPC) at ccpc.ie.

Repair services carried out by DrMobilePhone are covered by a service guarantee. The guarantee period applicable to your repair is stated on your repair receipt or confirmation email.

To claim under your repair guarantee, contact us with your repair reference number and a description of the issue. We will arrange for you to bring the device in for assessment.

Our customer care team is here to help. For all returns enquiries, please contact us via:

We aim to respond to all returns enquiries within 1 business day. Our team operates Monday to Friday, 9am – 5pm Irish time (excluding public holidays).