• What is the policy? 
• Is my device eligible? 
• The return process 
• The exchange process 

What is the policy?

We accept returns for any devices purchased from us, within 14 days of the shipment date. We can also exchange defective devices within 90 days of the shipment date. If you are eligible to return or exchange your equipment you can submit a question by clicking on the SUBMIT A TICKET button.

Is my device eligible to return?

All equipment must be in like-new condition (reasonable wear and tear expected) and include all accessories included in original equipment package. Refunds, deposit returns, and exchanges will only be issued to the purchaser whose name appears on the purchase receipt. Please retain a copy of your purchase receipt for your records.

An UNREAL Mobile Online Expert can process an RMA for you if your device is eligible for return. Once an RMA has been issued, you have 14 days to return the equipment for a refund. The RMA will expire after 14 days, from the date it is processed.

Equipment subjected to neglect, misuse, liquid damage or non-standard wear and tear, is not eligible for our return or exchange program. To the fullest extent permitted by applicable law, you are responsible for paying all shipping, insurance and any other costs in connection with your return of equipment for any reason. UNREAL Mobile reserves the right to refuse delivery of any equipment if you have not paid such costs or UNREAL Mobile may accept delivery and bill you for such costs.

Step by step return process

Step 1: Click the SUBMIT A TICKET button, at the top of the page.

Step 2: Send us an email request to return your device.

Step 3: If you meet the requirements, you will receive an RMA number and an email with return instructions.

Step 4: Box the device back up (any ole box will do, as long as the device is secure).

Step 5: Write the return address, and your RMA number, on the outside of the box (this information will be provided in the email).

Step 6: Ship the device back to us (we do not cover return shipping costs).

Step 7: Once we receive your return, our logistics team will inspect the device to make sure there's no damage.

Step 8: If the inspection checks out, your refund will be issued to the original method of payment.

This process can take up to 2 weeks. Once issued, refunds can take 4 to 5 business days to show up in your account. We appreciate your patience during this process!

Step by step exchange process

Step 1: Click the SUBMIT A TICKET button, at the top of the page.

Step 2: Send us an email request to exchange your device. (Include the reason for the exchange; is the device defective? Is the problem due to hardware or software?).

Step 3: If you meet the above requirements, you will receive an RMA number and an email with instructions.

Step 4: Box the device back up (any ole box will do, as long as the device is secure).

Step 5: Write the return address, and your RMA number on the outside of the box (this information will be provided in the email).

Step 6: Ship the device back to us (we do not cover return shipping costs).

Step 7: Once we receive your return, our logistics team will inspect the device to make sure there's no damage.

Step 8: If the inspection checks out, your replacement device will be shipped. This device will be of the same model as your original product.

This process can take up to 2 weeks. Once shipped, the replacement device may take 7 to 10 business days to arrive. We appreciate your patience during this process!

Rarely, in case of an inventory shortage, we may ship a comparable model to you as a replacement, to prevent extended delays in the replacement process.