Imose Mobile Return, Refund & Warranty Policy

At Imose Mobile, we are committed to delivering quality devices, SIM cards, accessories, and related services to our customers. We understand that there may be occasions where a return, replacement, or refund may be required. This Policy outlines the circumstances under which returns, exchanges, and refunds may be processed.

"Customer", "you" and "your" refer to the person purchasing products or services from Imose Mobile.
"Imose Mobile", "we", "us" and "our" refer to Imose Mobile, a brand of Imose Technologies Limited.
"Products" refer to devices, SIM cards, routers, MiFis, accessories, and any other items purchased through Imose Mobile channels.
"Services" refer to all services offered by Imose Mobile, including device financing, SIM registration, mobile services, and eCommerce transactions.
"Policy" refers to this Return, Refund & Warranty Policy.

1. Eligibility for Returns and Exchanges

You may be eligible for a return or exchange if:

You received a defective product.
You received a damaged product.
The product delivered is different from the product ordered.
The product does not match the description displayed at the time of purchase.
The product develops a manufacturing defect during the applicable warranty period.
The product was damaged during delivery and such damage is reported within 48 hours of receipt.
Subject to product availability, we may replace the affected product with the same model or an equivalent product of similar value.

2. Products Not Eligible for Return

The following products are generally not eligible for return or refund:

SIM cards that have been activated, registered, or used.
Airtime, data bundles, digital services, subscriptions, or other consumable digital products.
Products damaged due to misuse, negligence, unauthorized repairs, liquid damage, power surges, or accidental damage.
Products returned without original proof of purchase.
Products with altered, removed, or defaced serial numbers, IMEI numbers, or warranty seals.
Products returned beyond the approved return period.

3. Eligibility for Refunds

You may be eligible for a refund where:

Imose Mobile is unable to fulfil your order due to stock unavailability.
We are unable to complete delivery due to logistical or operational constraints.
The product delivered differs from your order and a replacement is unavailable.
An order is cancelled by Imose Mobile before shipment.
A valid return request has been approved and replacement stock is unavailable.
Approved refunds shall be processed through the original payment method used during purchase, subject to applicable banking timelines.

4. Return Procedure

To initiate a return request:

Contact Imose Mobile Customer Support within seven (7) days of receiving the product.
Provide your order number, proof of purchase, and a detailed description of the issue.
Where requested, submit photographs or videos showing the defect or damage.
Follow the instructions provided by our customer support team regarding inspection, pickup, or drop-off arrangements.
Return the product in its original packaging together with all accessories, manuals, chargers, cables, and promotional items supplied with the product.
Failure to comply with the above requirements may result in the rejection of the return request.

5. Inspection and Resolution

Upon receipt of the product:

Imose Mobile shall inspect the product to verify the reported issue.
If the claim is validated, we may repair, replace, or refund the product at our discretion.
If the claim is not validated, the product will be returned to the customer.
Where a product is found to have been damaged due to misuse or unauthorized modification, repair charges may apply.

6. Refund Processing

Approved refunds shall be processed within seven (7) to fourteen (14) business days following approval. Refund timelines may vary depending on payment processors, banks, and financial institutions. Any delivery or logistics fees already incurred may be deducted where applicable and permitted by law.

7. Warranty Policy

Imose Mobile devices are covered by a limited manufacturer's warranty against manufacturing defects.

The warranty covers: Manufacturing defects in materials and workmanship.
The warranty covers: Hardware failures occurring under normal use conditions.
The warranty covers: Faults arising from factory defects.
The warranty does not cover: Physical damage.
The warranty does not cover: Liquid damage.
The warranty does not cover: Damage caused by misuse or negligence.
The warranty does not cover: Unauthorized repairs or modifications.
The warranty does not cover: Damage caused by power fluctuations, accidents, or natural disasters.
The warranty does not cover: Normal wear and tear.
Proof of purchase must be presented when making a warranty claim.

8. BNPL Device Purchases

For devices purchased under a Buy Now Pay Later (BNPL) arrangement:

Approved returns and replacements shall not automatically cancel the financing agreement.
Where a replacement is issued, the existing financing agreement shall continue.
Approved refunds shall be applied in accordance with the applicable BNPL agreement and may be used to settle outstanding obligations before any balance is returned to the customer.

9. Delivery and Collection Costs

Where a return is due to an error by Imose Mobile, we shall bear the reasonable cost of return logistics. Where the return is due to a customer error, including ordering the wrong product, colour, or variant, the customer shall bear all applicable return and redelivery costs.

10. Customer Support

For questions regarding returns, refunds, warranty claims, or product support, please contact:

Email: support@imosemobile.com
Phone: +234 718 030 003
Address: Imose Tower, 2 Prince Samuel Adedoyin Street, Ikate, Lekki, Lagos, Nigeria.

11. Policy Updates

Imose Mobile reserves the right to amend or update this Policy at any time without prior notice. The version published on the Imose Mobile website at the time of purchase shall apply to the transaction.