Effective Date: September 7, 2026
Welcome to the official Refund and Returns Policy of MOBILAX STORE, the trusted e-commerce platform for premium phone cases and high-performance Type-C small accessories, accessible at our website www.mobilaxstorefr.com. This policy clearly outlines the terms and conditions that govern all return and exchange transactions on our site, and it is designed to protect the shopping experience of every customer while ensuring fairness for both our team and our global user base. A core non-negotiable rule under this policy is that pure “refund only” requests without product return are strictly not permitted under almost all scenarios, which will be detailed in full in the following sections. By placing an order on MOBILAX STORE, you acknowledge that you have read, understood, and fully agreed to all terms laid out in this Refund and Returns Policy.
1. General Return Eligibility
All our return rules are aligned with our product positioning of delivering durable, practical tech lifestyle products including shockproof phone cases, fast charging Type-C cables, and various Type-C adapters. To qualify for a valid return request from MOBILAX STORE, all of the following eligibility requirements must be fully met:
- Your return request must be submitted to our customer support team within 30 calendar days from the date you receive your ordered products, as explicitly stated in our FAQ section. Any request submitted after the 30-day window will not be processed for return.
- All items being returned must be in completely unused, unmodified, and resalable original condition. There can be no visible scratches, stains, installation marks, or signs of wear on the phone cases, charging cables, or adapters you are sending back. All original factory packaging, including product labels, protective films, and included accessories, must be kept intact and attached to the item.
- You are required to provide valid proof of the original purchase on [www.mobilaxstorefr.com], including your order number, order confirmation email, or the shipping tracking receipt associated with your purchase.
- As a foundational rule, we do not accept any “refund only” requests where customers keep the ordered products while asking for full or partial monetary compensation. This policy applies to all orders, no matter the order value, customer location, or stated reason for the request. This rule is implemented to maintain fair pricing for all our customers, protect our operational sustainability, and prevent fraudulent claims that undermine the interests of our entire user community.
2. Approved Return Scenarios
We only process return requests that fall within the following pre-defined reasonable scenarios, and all such requests require you to send the physical product back to our designated return address before we can proceed with subsequent exchange or refund processing:
- Received Damaged or Defective Products: If you find that the product you received has factory manufacturing defects, such as a phone case with incorrect cutouts that do not fit the corresponding device, a Type-C cable that fails to conduct normal charging under standard use, or a Type-C adapter that cannot perform its advertised function after proper connection, you are eligible for a return. You are required to provide clear photos or short videos that show the specific defect within 7 days of receiving your order.
- Shipped Wrong or Missing Items: If we accidentally ship you a product that does not match the item you ordered on our store page, or if there are confirmed missing items in your delivered package after you check against your order list, you can submit a return or exchange request with photographic proof of the received package and contents.
- Product Not Matching Listing Description: If the actual product you receive has obvious differences in material, design, or core functionality that does not align with the product description listed on our [www.mobilaxstorefr.com] page, our support team will verify your submission and approve your valid return request.
In all the above scenarios, we will never process a direct refund to you before you return the original product. Keeping the product while requesting a pure refund is classified as an invalid request that we will reject immediately.
3. Return Process Step-by-Step
To make your return experience smooth and efficient, please follow our standardized return process strictly:
- Contact Support to Submit Request: Before sending any product back, send a return request email to our dedicated support inbox at mavzir@mobilaxstorefr.com. Please include your order number, the specific SKU name of the product you want to return, the clear reason for your return, and attached photographic or video proof that supports your request. You can also call our support hotline at +(33) 4 7876 4465 to start your request during our working hours.
- Wait for Official Approval and Return Instruction: Our support team will review your submission within 3 business days, and send you a formal approval notification along with our designated local return address in Lyon, France if your request meets all eligibility requirements. We will also inform you of any applicable shipping fee arrangements in this notification. Unauthorized returns sent to any address other than the one we officially provide will not be processed, and we will not take responsibility for lost packages in such cases.
- Ship Back the Item and Provide Tracking Information: After you pack the product securely with all original accessories and packaging, send it back using a trackable shipping service. You must share the new return tracking number with our support team immediately after you drop off the package at the courier point. For return requests caused by our errors (damaged products, wrong item shipments, etc.), we will cover the standard return shipping cost and send you a pre-paid shipping label. For returns initiated by your personal preference (such as ordering the wrong phone case size by accident), you will be responsible for covering the return shipping fee yourself.
- Item Inspection and Post-Return Processing: Once our warehouse team receives your returned package, we will conduct a full 48-hour inspection to confirm that the item meets our return eligibility standards. After the inspection is passed, we will process your preferred resolution, which can either be a brand new replacement item shipped to you at no extra cost, or a refund back to your original payment account. Under no circumstances will we process a refund before the returned product is received and verified by our warehouse team.
4. Exceptions and Special Clauses
There are only extremely limited special scenarios where we can process a refund without requiring you to return the product, and these situations are strictly audited on a case-by-case basis:
- If the product you received has a severe functional defect that makes returning the item impossible, and you can provide full, verifiable photographic and video proof that the item is completely non-functional and cannot be restored, our support team may at their sole discretion issue a full refund to you without requiring the physical return of the item. Even in this scenario, you will still not be permitted to keep a fully functional product and get a pure refund.
- If your order is lost in transit by our shipping carrier and the tracking status confirms that the package is permanently lost without possibility of delivery, we will process a 100% refund for you or arrange a free re-shipment of your ordered items, no extra actions required on your part.
All other requests for pure refunds with product retention will be categorically rejected. We strictly prohibit the behavior of asking for a partial or full refund while keeping the product, and repeated violation of this rule may lead to permanent restriction of your account access to all ordering functions on [www.mobilaxstorefr.com].
5. Refund Details
All approved refunds will be processed back to the original payment method you used to place your order. The refund processing time depends on your payment service provider: it usually takes 5 to 10 business days for the funds to show up in your account after we initiate the refund. We will never send cash refunds or third-party payment transfers outside your original payment channel for any return case.
If you have any questions about this Refund and Returns Policy, you can reach us at:
MOBILAX STORE, 129 Avenue des Frères Lumière, 69008 Lyon, France
Email: mavzir@mobilaxstorefr.com
Phone: +(33) 4 7876 4465