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Returns Policy

Updated 11/23/2016

*All returns are processed within 7-10 business days.

Due to Mobile Defenders’ experience and knowledge of the mobile repair industry; we provide our customers with the same customer service, respect, and warranty policies that we expect in our repair locations. Mobile Defenders prides itself on the highest quality parts and service. Nonetheless, we understand the nature of the repair industry and extend our technical knowledge and experience to our customers.

Although our products are tested by hand throughout the supply chain, defects and issues will always be an unfortunate part of our industry. That is why we extend our generous refund or return policy to all Mobile Defenders' customers. All warranties cover defective parts only, unwanted, unused, or damaged parts are not covered by our warranty. The details of this policy are discussed below:

Return Merchandise Authorization (RMA) Process and Requirements

Mobile Defenders offers a lifetime warranty period for specific parts, tools, and accessories ordered from Mobile Defenders. However, certain parts, tools, and accessories are excluded from the lifetime warranty period and have a reduced warranty period. For example, Mobile Defenders only offers a thirty (30) day warranty for VoiceComm accessories, devices, and other consumables. To see Mobile Defender’s individual policies broken down click here.

1. RMA Documentation is required for all returns and must be included in the return package. RMA’s may be requested via your customer account.

2. Warranty will not apply to parts that have been damaged or destroyed by technician error.

3. Return shipping is always paid by the customer unless determined to be a shipping error, in Mobile Defenders’ sole discretion.

4. All refunds will be posted as internal store credit unless otherwise agreed upon by Mobile Defenders.

5. Products sent to Mobile Defenders without RMA Documentation will be returned to the customer at customer’s sole cost.

6. All products returned to Mobile Defenders that were not originally sold by Mobile Defenders or denied because of Mobile Defenders' warranty policy will be recycled after 30 days. If you would like your product back, please contact customer service at 616-551-2286. Any shipping charges will be at the expense of the customer.

7. Mobile Defenders is not responsible for any products that are lost or damaged in transit during the return process.

8. Mobile Defenders expressly disclaims any liability for and does not provide a warranty (as described below) for certain types of damage, including, but not limited to: damage caused by improper use or accidents, installation damage, normal wear and tear, defective or product compatibility issues caused by subsequent device manufacturer software updates, etc. Such warranty exclusions shall be determined solely by Mobile Defenders.


Devices

Acceptable Customer Returns Restocking Fee Customer Returns Denied Customer Returns
Device Returned within 30 day's of original purchase date Condition Failure - unless device does not pass standards notated Incorrect ESN
Damage During shipment - Pictures of damaged packaging must be provided Pass all function tests Activation Lock - iCloud and Google Activation Lock
Water Damage / Indicator tripped Device Returned within 30 day's of original purchase date Physical damage caused post shipment (No pictures of damaged packaging)
Rapid battery discharge - in excess of 15% faster discharge than OEM specs Physical damage caused during return shipping
Incorrect Label - Carrier, Storage, Condition Outside warranty period
Black listed device or bad ESN Improper or missing documentation
Failed Function Test

Refunds

**RMA (Return Merchandise Authorization) numbers are required for all returns.

Mobile Defenders reserves the right to institute a restocking fee for any unused products, after 30 days from purchase. Any unused product may be returned within 30 days of purchase to avoid any restocking fee, but anything beyond the 30 days is subject to a variable restocking fee.

Note: Unless otherwise agreed upon, all refunds will be posted as internal store credit available for use on any products Mobile Defenders offers. In any event, Mobile Defenders is not responsible for interest charges made by customer’s credit card company while waiting for returns to be refunded to your card.


Exchanges

**RMA (Return Merchandise Authorization) numbers are required for all returns.

Mobile Defenders does not currently offer exchanges on product returns. We will, however, be more than happy to credit your account so that the replacement item can be purchased.

Cross Shipping

Mobile Defenders will not cross-ship any defect return/refund. In order to cross-ship a defective part, another part must be purchased and a refund will be applied upon receipt and testing of the defect part.

Shipping Error

Mobile Defenders works to minimize any shipping errors; however, we are aware that they may still happen from time to time. In instances where a shipping error has occurred, we ask that you please report it immediately (3-5 business days) by calling 616-551-2286 (MD Midwest), 559-785-2903 (MD West) or submitting a RMA request via your customer account. In instances of incorrect shipments, Mobile Defenders will cross-ship the correct part(s) and provide a return label for the return of the incorrect part(s).


Policy Abuse

Mobile Defenders reserves the right to alter our returns and exchanges policy. Any customer that is deemed to be “abusing” our generous returns policy may be subject to firmer and stricter policies in Mobile Defender’s sole discretion. The failure of Mobile Defenders at any time to require customer’s performance of any provision of this Return Policy shall not be deemed a continuing waiver of that provision or a waiver of any other provision of this policy.


Policy Changes

The interpretation and enforcement of these return policies remain in the sole and absolute discretion of Mobile Defenders. These policies may be subject to change at any time, without prior warning or notice to customer.