Return policy

1. Eligibility Window

1.1. Changed Your Mind / Ordered the Wrong Model
You can return your device within 7 calendar days from when you received it, provided:
– The phone is unused
– It’s in the same condition it was sold in
– All original accessories, box, IMEI stickers, and warranty cards are included
If all the above are in place, you can request either:
– A like-for-like exchange (same model, but different color or storage if available), or
– A refund
1.2. Device is Faulty Upon Arrival
If your device doesn’t turn on or has a clear manufacturing fault (e.g., charging issues, faulty
camera) within 7 days of delivery or pickup, we will:
– Diagnose the issue
– Provide a replacement at no extra cost, OR
– Give a full refund (if paid in cash) or reverse your financing agreement (for financed
devices)
1.3. After the First 7 Days
Any issues after 7 days will fall under the manufacturer’s warranty.
We’ll help you route the phone to the appropriate authorized service center (Samsung,
Tecno/Calcare, Infinix, etc.) for repair or replacement.
Repair timelines typically range from 7 to 10 working days depending on parts availability.

2. Device Condition Requirements
We won’t accept returns or issue refunds if the device:
– Is physically damaged, cracked, bent, or liquid-damaged
– Shows signs of tampering (e.g., rooting, FRP bypass, IMEI tampering)
Returns must include all original accessories, packaging, and proof of purchase.
Every returned device is inspected and tested before a refund, exchange, or repair is
approved.

3. Refund Methods

3.1. For Cash Purchases
Refunds will be made via the same method you paid (e.g., M-PESA or bank transfer) within 5
working days after the return is validated.
3.2. For Financed / PAYGO / SACCO / MFI Purchases
If the returned device is in good condition:
– We’ll cancel your financing agreement
– Your deposit will be refunded as follows:
– 100% if returned within 30 days
– 50% if returned between 31–90 days
– 0% after 90 days
3.3. If the Device is Damaged
If the phone is damaged beyond normal wear, we may decline the refund and you’ll still be
responsible for any remaining installments.

4. How to Return
Contact MobiPlan Customer Support or your SACCO/MFI officer to initiate a return.
Once approved:
– Branch sales: Return to the branch or approved drop-off point
– Home delivery sales: Return to the nearest authorized MobiPlan service point
Returns sent without prior approval may be delayed.

5. Exchange Conditions
Exchanges are only possible if:
– The device is found to have a manufacturer fault within 7 days, and
– A replacement unit is available in stock
Note: We do not allow upgrades to higher-priced models.

6. Non-Returnable Items
We cannot accept returns for:
– Opened earphones, earbuds, memory cards, screen protectors, or SIM cards
– Activated digital subscriptions
– Devices registered with Samsung Care+, Google accounts, MDM, or corporate enrollment
(must be deregistered first)