Do I have to send the faulty item back?

We require all faulty parts to be sent back to our address before replacement parts can be sent or credit applied. If you require a replacement item quicker to get out of a jam, we can invoice you for a replacement part and credit it once the faulty part has been returned.

Please Note: Advanced RMA replacements can only occur if the item has been purchased within the last 30 days, we may request images and detailed descriptions of the faults before shipping an Advanced Replacement. Any Advanced RMA replacements not returned within 60 days will be billed by your preferred payment method.

What happens if something arrives damaged?

If a product arrives from MobileHQ that has been damaged during shipping, we require customers to notify us via email with pictures of the damage to [email protected] within 7 days, otherwise, we are unable to warrant any item damaged during transit.

Do I get a credit or a replacement item?

Any item returned is eligible for a credit or exchange. If you prefer credit, you will be credited at the current sale price of the item. We do this due to industry prices being volatile which can cause significant drops from month to month. We understand some customers may not like this, and if so we would gladly send you a replacement item. If this item is no longer available or cannot be sourced in a reasonable time, you will be credited for the original purchase price.

What condition does the item need to be in when I return it?

Items will only be replaced under warranty if they are returned in the same state that they were sent. Any scratches, cracks, dents or other damage that is no fault of Mobile HQ will void the warranty, this includes dropping. We reserve the right to refuse warranty on any items displaying any physical damage at our discretion. We suggest all parts where possible to be tested before fitting or gluing to avoid damage if the product is faulty.

How do I know if it's your product?

Mobile HQ uses an identification mark on its components. Any part returned to MobileHQ that does not contain any identification marks is eligible to be failed under our warranty process. The stamps are generally MHQ or our logo with a date stamp. If you need clarification please contact us.

Do you refund postage costs?

If we are shipping you an urgent replacement to replace an item that is faulty, we will pay for postage. All return postage costs are paid by the customer. We suggest packaging items carefully to avoid damage and using a trackable form of shipping which requires a signature on delivery to ensure nothing gets lost in the post.

What does your warranty cover?

Our warranty is limited to component failure and does not include shipping, loss of use, loss of data, or any other incidental losses. Mobile HQ is not responsible for any damage to a device due to improper installation or things like drops, water spills and other kinds of accidental damage.

Do I need an RMA number?

All warranty returns MUST be clearly labelled with the RA number provided after filling out our RA Form (My Account section); we regret to inform that any packages sent without this can lead to extensive wait times. To ensure speedy processing of your RMA please complete the form with as much detailed information as possible.

Do you have a Re-Stocking Fee?

If the buyer refuses delivery due to visible damage incurred during shipping or caused by the carrier, receives a damaged or defective item, or an item they received materially different from what they ordered no restocking will be incurred.

If the buyer changes their mind about a purchase and returns an item in the original condition, no charge will be applied.

If the original packaging of the item is either damaged or is in a state that MobileHQ has to repackage the returned item, a 25% re-stocking fee will be applied

If the buyer changes their mind about a purchase and returns an item, but MobileHQ receives the item damaged or materially different than how it was originally shipped to the buyer, an item with obvious signs of use, or an item that has been opened will incur a 50% restocking fee.

If the item being sent back is in such condition that MobileHQ cannot recover the cost, MobileHQ reserves the right to reject the returned item at their discretion.