At Mobile Tech Lab, customer satisfaction is important to us. We aim to provide quality electronics, reliable accessories, and professional technology services.
We understand that sometimes a product may not meet your expectations, arrive damaged, or develop a fault. Our Refund and Returns Policy explains your rights and the procedures for requesting a return, exchange, replacement, or refund.
This policy applies to eligible purchases made through our website:
Nothing in this policy limits or excludes your statutory rights under applicable UK consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
2. Our 14 Day Online Returns Policy
If you purchase an eligible product online as a consumer, you generally have the right to cancel your order within 3 days after receiving the goods, without providing a reason.
For orders containing multiple items delivered separately, the cancellation period generally begins after you receive the final item.
To exercise your cancellation right, you must notify Mobile Tech Lab within the applicable cancellation period.
After notifying us of your decision to cancel, you generally have another 3 days to send the goods back.
Eligible Products
Our online returns policy covers eligible products such as:
Smartphones and mobile phones
Laptops and computers
Tablets and electronic devices
Gaming consoles
Mobile phone accessories
Chargers and charging cables
Phone cases and screen protectors
Headphones and audio accessories
Other electronic products sold through our website
Certain statutory exceptions may apply, as explained below.
3. Conditions for Returning Products
For a smooth returns process, we request that customers:
Provide their order number or proof of purchase.
Return the product with its supplied accessories where possible.
Include the original packaging where available.
Package the product securely to prevent damage during transportation.
Remove personal accounts and information from electronic devices before returning them.
Customers may inspect and handle goods to the extent necessary to establish their nature, characteristics, and functioning, as they would reasonably be permitted to do in a shop.
Where handling goes beyond what is necessary, a lawful deduction may be made for any resulting reduction in value.
Original packaging is preferred but is not automatically required to exercise statutory cancellation rights.
These conditions do not remove your rights where products are faulty, damaged, or not as described.
4. Products That Cannot Normally Be Returned for a Change of Mind
Some products may be exempt from the standard 3 day cancellation right under applicable law.
Examples can include:
Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
Sealed computer software, audio recordings, or video recordings where the seal has been broken after delivery.
Goods made to the customer’s specifications or clearly personalized.
Certain digital content supplied immediately with the customer’s required consent and acknowledgment regarding cancellation rights.
Not every opened electronic product falls within an exception.
Opening a smartphone, laptop, gaming console, or ordinary accessory does not automatically remove a consumer’s statutory right to cancel an eligible online purchase.
These exceptions concern change of mind cancellations and do not remove applicable statutory remedies for faulty or misdescribed products.
5. Damaged, Faulty, or Incorrect Products
If your order arrives damaged, contains the wrong product, or does not match its description, please contact Mobile Tech Lab as soon as reasonably possible.
We may request relevant information, such as:
Your order number
Product name and model
Description of the problem
Photographs showing visible damage
Supporting information about the fault
This information helps us investigate and resolve your concern.
Your Rights Under the Consumer Rights Act 2015
Products supplied to consumers must be:
Of satisfactory quality
Fit for their intended purpose, where applicable
As described
If a product fails to meet these requirements, you may be entitled to a statutory remedy.
Within 30 days: You will generally have a short term right to reject faulty goods and receive a refund, subject to applicable legal rules.
After 30 days: You will generally be entitled to request a repair or replacement in the first instance. If the remedy is unsuccessful, impossible, or not provided within a reasonable time and without significant inconvenience, further rights may apply, including a price reduction or final rejection.
Within the first six months: Where a fault is discovered, it is generally presumed to have existed at delivery unless the trader proves otherwise or the presumption is incompatible with the goods or fault.
Your statutory rights may continue beyond six months, subject to applicable legal requirements and evidence.
Manufacturer warranties are separate from, and do not replace, your statutory consumer rights.
6. How to Request a Return
To request a return, cancellation, or exchange, please contact our customer support team.
Subject: Return Request Order #[Your Order Number]
Please include your order number, the item you wish to return, and a brief explanation if the item is faulty or incorrect.
For change-of-mind cancellations, you do not need to provide a reason.
Our team will provide the appropriate return instructions and return address.
Return Address:237 Main Street Bellshill, Lanarkshire Ml4 1aj
Please ensure that returned items are securely packaged.
Do not send products to an address other than the return address confirmed by Mobile Tech Lab.
7. Return Shipping Costs
Change of Mind Returns
For eligible change of mind returns, customers are responsible for the direct cost of returning the goods where this cost has been properly disclosed before purchase.
We recommend using a tracked delivery service and keeping proof of postage.
Faulty or Incorrect Products
Where a product is faulty, misdescribed, or supplied incorrectly, Mobile Tech Lab will meet reasonable return costs where required by law.
Customers should contact us before arranging an expensive return method so that we can provide suitable instructions.
Original Delivery Charges
For an eligible cancellation under the Consumer Contracts Regulations, we will refund the standard outbound delivery charge where applicable.
Additional charges for premium or express delivery options selected by the customer are not generally refundable beyond the cost of the least expensive standard delivery option offered.
8. Refund Processing
Once a valid refund is due, we will process it in accordance with applicable UK consumer protection requirements.
Change of Mind Cancellation Refunds
Where an eligible order is cancelled under the statutory cancellation right, refunds will generally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
If the goods have not yet been dispatched, different statutory refund timing rules may apply.
Refund Method
Refunds will normally be made using the original payment method unless the customer expressly agrees otherwise.
No additional fee will be charged for receiving a statutory refund.
The time it takes for funds to appear in your account may depend on your payment provider.
Refund Amount
Eligible refunds may include the purchase price and applicable standard outbound delivery charges.
Any deduction for diminished value caused by excessive handling will be made only where legally permitted.
9. Exchanges and Replacements
Where available, customers may request a product exchange or replacement.
Exchanges may be offered for reasons such as:
Receiving an incorrect item
Receiving a faulty product
Receiving a damaged product
Requesting a different eligible product
Change-of-mind exchanges are subject to our agreement and available stock. Your statutory cancellation and faulty-goods rights remain unaffected.
If a replacement is unavailable, we will discuss the applicable refund or alternative remedy.
10. Mobile Phones, Laptops, and Electronic Devices
Before returning a smartphone, laptop, tablet, or gaming device, please take reasonable steps to protect your personal information.
We recommend:
Backing up important files and photographs.
Signing out of personal accounts.
Disabling device tracking and activation locks where appropriate.
Removing SIM cards and memory cards.
Performing a factory reset where practical.
Removing personal passwords or access restrictions where necessary for an agreed inspection.
Customers should not erase important information before obtaining a suitable backup.
If a device is faulty and cannot be reset, please inform our team.
The inability to reset a faulty device does not automatically remove statutory return rights.
11. Mobile Accessories Returns
Eligible mobile accessories may be returned under the applicable online cancellation rights.
These products can include:
Phone cases
Charging adapters
USB and charging cables
Power banks
Wireless chargers
Screen protectors
Earphones and headphones
Phone stands and holders
Any applicable statutory exemption will be assessed based on the nature and condition of the product.
A product is not automatically excluded from cancellation simply because its packaging has been opened.
For faulty accessories, customers retain their statutory consumer rights.
12. Gaming Consoles and Accessories
Mobile Tech Lab’s returns policy also applies to eligible gaming products, including:
PlayStation consoles
Xbox consoles
Gaming controllers
Gaming headsets
Console accessories
Gaming storage devices
Other gaming electronics
Customers may exercise their applicable cancellation rights for online purchases.
If a gaming console or accessory develops a qualifying fault, the appropriate remedy will be provided in accordance with UK consumer protection law.
For returned consoles, please remove personal accounts, stored payment details, and personal information where practical.
13. Repair Services Cancellations and Refunds
Where Mobile Tech Lab provides repair services, including smartphone, laptop, tablet, and gaming console repairs, the following terms apply.
Cancelling a Repair Booking
Customers may contact us to request cancellation of a repair booking.
For qualifying distance or off premises service contracts, consumers generally have a 14 day cancellation period beginning the day after the contract is made.
If a customer expressly requests that repair work begins during that cancellation period, a proportionate charge may be payable for services supplied before cancellation, where the legal conditions are met.
Where the service has been fully performed during the cancellation period, the statutory cancellation right may be lost if the customer provided the required prior express request and acknowledgment.
Diagnostic Fees
Any diagnostic or inspection charges will be explained before the customer agrees to the relevant service.
Where a diagnostic service has been provided, applicable charges and cancellation rights will depend on the agreed terms and relevant consumer law.
Unsuccessful Repairs
If a repair is unsuccessful, customers should contact us so we can review the issue.
Refunds, repeat repairs, or other remedies will depend on the circumstances, the services agreed, and the customer’s statutory rights.
Repair services must be performed with reasonable care and skill.
Where services do not meet the applicable legal standard, customers may be entitled to repeat performance or a price reduction under the Consumer Rights Act 2015.
Device Data
Customers are encouraged to back up personal data before repair work begins.
We will take reasonable care when handling devices, but some repair procedures may carry a risk of data loss.
Nothing in these terms excludes liability where doing so would be unlawful.
14. Manufacturer Warranties
Certain products may include a manufacturer’s warranty.
The duration and conditions of these warranties vary depending on the product and manufacturer.
Where a manufacturer’s warranty applies, customers may be able to obtain support directly from the manufacturer or through Mobile Tech Lab where available.
A manufacturer’s warranty is an additional benefit and does not replace your statutory rights against the retailer.
15. Sale, Promotional, and Discounted Products
Products purchased during sales or promotional campaigns remain subject to applicable consumer protection laws.
A reduced price does not automatically remove statutory cancellation rights for eligible online purchases.
Likewise, discounted products must meet the legal requirements relating to quality, fitness for purpose, and description, taking into account any faults clearly disclosed before purchase.
Where a refund is due, the amount will normally be based on the price actually paid, together with any other sums legally refundable.
16. Missing Items and Delivery Problems
If your order arrives with missing items or you believe a delivery has been lost, please contact us promptly.
Provide your order number and details of the issue.
We will investigate the delivery with the relevant carrier where necessary.
Where Mobile Tech Lab is responsible for delivery to the customer, the risk of loss or damage generally remains with us until the goods come into the physical possession of the customer or a person identified by the customer, subject to applicable legal exceptions.
We will provide the appropriate remedy in accordance with your consumer rights.
17. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will try to stop the shipment where practical.
If the order has already been dispatched, eligible consumers may still exercise their statutory cancellation rights after receiving the goods.
For valid cancellations, refunds will be handled in accordance with the applicable legal requirements.
18. Business Purchases
This policy primarily explains the rights of individual consumers purchasing goods or services for purposes wholly or mainly outside their trade, business, craft, or profession.
Purchases made wholly or mainly for business purposes may be subject to different contractual terms and legal rules.
Business customers should contact Mobile Tech Lab for information about applicable return arrangements.
19. Your Statutory Consumer Rights
This Refund and Returns Policy is intended to comply with applicable UK consumer protection law.
Nothing in this policy is intended to restrict or exclude rights that cannot lawfully be excluded.
Relevant legislation includes:
Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Other applicable UK consumer protection legislation
20. Changes to This Policy
Mobile Tech Lab may update this Refund and Returns Policy to reflect changes in our operations, products, services, or legal requirements.
Updates will be published on this page with a revised date.
Changes will not retrospectively remove statutory rights or alter contractual rights where doing so would be unlawful.
21. Contact Us
If you have questions about returns, refunds, replacements, or repair service cancellations, please contact our support team.
Return Address: 237 Main Street Bellshill, Lanark shire Ml4 1aj
Our team will aim to assist you with your enquiry and explain the appropriate next steps.
Shop with Confidence at Mobile Tech Lab
At Mobile Tech Lab, we want every customer to enjoy a reliable and straightforward shopping experience.
Whether you’re purchasing a smartphone, upgrading your laptop, buying essential mobile accessories, or seeking professional electronics repair services, we aim to provide clear information and responsible customer support.
Mobile Tech Lab Quality Technology. Reliable Service. Customer Confidence.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: 237 Main Street Bellshill, Lanark shire Ml4 1aj.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at contact@mobiletechlab.uk for questions related to refunds and returns.
