Returns, Exchanges & Warranty Policy

At PWR Mobile, we want you to shop with confidence. If you need a return, exchange, or help with a product issue, please contact the support team for the brand you purchased from before sending anything back.

30-Day Returns & Exchanges

For personal-preference requests, such as changing your mind or choosing a different product, model, or color, submit your request within 30 days of delivery. The request must be submitted within that window; our team will provide the authorized shipping instructions.

• Items must be new, unused, and unaltered.
• Include all accessories and essential components, and the original packaging whenever possible.
• Items used, altered, or damaged after delivery may not qualify for a personal-preference return or exchange.

After 30 days, personal-preference returns and exchanges are not available under this standard policy. An approved covered product failure may still qualify under the applicable warranty. A different trial period or more favorable terms offered with your purchase continue to apply.

These unused-condition requirements do not prevent you from reporting an item that arrived damaged, defective, incomplete, or incorrect, or a covered product failure during its warranty period.

One General Processing Charge: $15 USD

When a charge applies, it is one $15 USD processing charge per approved request, not per item in the same authorized return. It covers processing and handling, the prepaid return label when a return is required, and standard shipping of an approved exchange or warranty replacement.

We do not add separate return-label, refund-processing, handling, restocking, or standard exchange-shipping charges on top of these $15. Any product price difference for a personal-preference exchange is separate and will be confirmed in advance.

For an approved personal-preference refund, the charge is deducted from the refund. For a paid exchange or warranty replacement, it is collected only after approval and before processing. We will confirm the resolution, charge, and payment method in writing before you send the item or pay.

There is no charge to submit a request for review. A charge applies only to an approved resolution that carries the processing charge. If we correct the same unresolved request, we will not charge another processing charge for that correction.

VIP Package: One Free Eligible Exchange

Each VIP Package purchased at checkout provides one eligible personal-preference exchange for the purchase it covers, within 30 days of delivery. The return label, handling, and standard shipping of the exchange item are included.

The benefit is used once per purchased coverage, not once per item simply because an order contains several items. Once used, another eligible exchange carries the $15 processing charge. VIP cannot be added after purchase to cover an existing request and does not extend the personal-preference return window.

VIP covers an eligible exchange, not the processing charge for a personal-preference refund. A $15 processing charge still applies to a personal-preference refund and to an approved covered warranty replacement after 30 days, with or without VIP.

Verified fulfillment errors and covered warranty claims are handled separately and do not use your one-time VIP exchange benefit.

Exchanging for a Different Product

Exchanges are subject to availability. We will confirm the replacement model, color, and any price adjustment before proceeding. You pay the difference for a more expensive item; for a lower-priced item, our team will confirm the amount to be refunded. The product price adjustment does not create another processing charge.

We will confirm when the exchange ships after approval and any required return or inspection. An exchange does not automatically restart the original 30-day personal-preference window.

Damaged, Defective, Incomplete, or Incorrect Orders

If your order arrives with one of these issues, contact us as soon as possible with your order number and a description. Clear photos of the product, packaging, and shipping label help us review the case.

Once the issue is verified and the resolution approved, we will arrange an appropriate refund, exchange, or replacement at no additional cost, including any required return and replacement shipping. This applies with or without VIP. Approved covered defects reported within 30 days are also handled without a processing charge.

A verified issue on arrival does not become a paid personal-preference return simply because it is reviewed later. Accidental damage after delivery, misuse, and ordinary wear are assessed under the applicable product coverage.

Warranty Assistance After 30 Days

The product must have an actual failure covered by an active warranty, and the claim must be reviewed and approved. The 30-day personal-preference window does not end an active product warranty. You do not need VIP to request warranty assistance.

For a covered failure reported after 30 days, the approved replacement product is covered and one $15 processing charge applies. It covers claim handling, a prepaid return label if needed, and standard replacement shipping. It applies with or without VIP. There is no additional exchange charge.

PWR Mobile products: the warranty period and covered components follow the terms offered for your product when purchased. Products sold with a one-year warranty retain that coverage. Any longer or different coverage promised with your purchase continues to apply. Battery aging and cosmetic wear are reviewed separately from a covered manufacturing defect.

Normal wear, accidental damage, misuse, liquid damage, and alterations do not automatically qualify as manufacturing defects. We review the cause and the coverage offered for your product. A claim does not require an unused product or original packaging simply because those conditions apply to personal-preference returns.

A warranty replacement does not automatically provide a refund, a different model by preference, or a new warranty period. If the original model is unavailable or a replacement also fails, we will review the applicable warranty and agree on an appropriate covered resolution. Any no-charge warranty remedy or more favorable coverage promised when you purchased remains applicable. Safety recalls follow their specific instructions.

How to Request Assistance

1. Email support@pwrmobile.shop with your order number or proof of purchase, delivery date, product, shipping address, reason, and whether you want a refund or exchange.
2. We highly recommend including clear photos of the item and its packaging before returning it. For a defect or incorrect item, show the issue. A short video can help with a functional issue if it is safe to record. This helps us document the condition and assist you more efficiently.
3. Our team will review eligibility, VIP coverage, and any warranty terms, then confirm the resolution and any processing charge.
4. Wait for written authorization, the correct return address, and the label or handling instructions. Use those instructions and keep your tracking receipt.
5. Once any required inspection is complete, we will confirm your refund, exchange, or warranty resolution.

Battery safety: if a battery is swollen, leaking, unusually hot, or physically damaged, stop using or charging it and contact us before shipping. Do not use an ordinary return label or attempt to demonstrate the issue. Our team will provide appropriate handling instructions.

Please send items only to the return address supplied with your authorization. Our business address is not an automatic return authorization.

Refund Amount & Timing

Refunds are based on the amount actually paid for eligible returned items, including the original discounts or bundle allocation. We will confirm the refundable amount, any promotional adjustments, the applicable processing charge, and the net refund before proceeding. For example, a $60 approved personal-preference refund, before the processing charge, results in a $45 refund after the single $15 charge.

After your return is received, inspected, and approved, we will process your refund within 7 business days to the original payment method whenever possible. Your bank or payment provider may take additional time to post the credit. If no physical return is required, this period starts when the refund is approved.

Order Cancellations

Contact us as soon as possible on the same day you place your order. If we can stop the order before shipment, we will cancel it and issue a full refund with no processing charge. Once shipped, the order follows the applicable return conditions.

Items Outside Standard Return Eligibility

Personal-preference returns and exchanges are not available for custom or personalized products, gift cards, or items clearly identified as final sale before purchase. An ordinary sale or promotional discount alone does not make an item final sale. These exclusions do not prevent you from reporting a fulfillment error or a covered defect.

For a missing shipment or eligible package-protection claim, contact support with your order and tracking details. Delivery claims are reviewed separately from personal-preference returns and product-warranty claims.

Contact Us

PWR Mobile
Email: support@pwrmobile.shop
Phone: +1 (888) 502-3753

Business address:
6020 NW 84th Ave
Miami, FL 33166
United States

The return, trial, and warranty terms provided when your order was placed apply to that order. This policy does not limit rights under applicable consumer protection laws.