Refund policy

At MoPrime, we are committed to delivering premium-quality tech products and a seamless customer experience.

We offer a 7-day replacement policy for products that are:

• damaged during delivery,
• defective,
• malfunctioning upon arrival,
• or different from the ordered item.

To initiate a replacement request, customers must contact our support team within 7 days of delivery.

Important Requirements

To process any damage or defective claim, customers must provide:

• Order ID
• Product images/videos
• Complete unboxing video from the beginning

Claims without a proper unboxing video may not be eligible for approval.

Non-Returnable Conditions

Returns or replacements will not be accepted if:

• the product has been physically damaged by the user,
• the product shows signs of misuse,
• accessories or packaging are missing,
• the product has been opened and used normally without any defect.

Due to hygiene and audio safety reasons, used earbuds/headphones may not be eligible for return unless verified as defective.

Refund Process

If a refund is approved:

• the amount will be processed to the original payment method,
• refunds may take 5–10 business days depending on banking partners.

Shipping charges, COD fees, or convenience fees are non-refundable unless the error was from our side.

Cancellation Policy

Orders can only be cancelled before dispatch.
Once shipped, cancellation requests may not be accepted.

MoPrime reserves the right to cancel suspicious or bulk orders at its sole discretion.