Refund & Return Policy

Last Updated: July 2026

At ISM Mobile Shop, customer satisfaction is our priority. This Refund & Return Policy explains the conditions under which products may be returned, exchanged, refunded, or repaired under warranty.

By purchasing from our website, you agree to the terms outlined below.

1. General Return Conditions

Products may be eligible for return or exchange only if they meet the following conditions:

• The return request is submitted within 14 days from the date of delivery, in accordance with applicable consumer protection laws.
• The product is unused and in its original condition.
• The original packaging, accessories, manuals, warranty cards, and promotional items are included.
• The product has not been activated, registered, damaged, modified, or misused.
• A valid purchase invoice or order confirmation is provided.

ISM Mobile Shop reserves the right to inspect the returned product before approving any return, exchange, or refund.

2. Non-Returnable Products

The following items are generally not eligible for return or exchange unless they are defective upon delivery:

• Smartphones, tablets, smartwatches, or electronic devices that have been activated or configured.
• Products with broken manufacturer seals where activation has occurred.
• Software, digital licenses, gift cards, or downloadable products.
• Screen protectors, earphones, chargers, cables, memory cards, and other accessories that have been opened or used.
• Products damaged due to improper use, accidents, liquid damage, or unauthorized repairs.
• Clearance, promotional, or final sale items marked as non-returnable.

3. Defective or Damaged Products

If you receive a product that is:

• Damaged during delivery,
• Incorrect,
• Missing components,
• Or has a manufacturing defect,

please contact ISM Mobile Shop within 48 hours of receiving your order.

Supporting photos or videos may be requested to assist in evaluating your claim.

Eligible products may be repaired, replaced, or refunded after inspection and verification.

4. Warranty

Many products sold by ISM Mobile Shop are covered by the manufacturer's official warranty.

Warranty coverage, duration, and conditions vary depending on the manufacturer and product category.

The warranty does not cover:

• Physical damage
• Liquid damage
• Accidental damage
• Misuse or negligence
• Unauthorized repairs or modifications
• Normal wear and tear

Warranty claims are subject to the manufacturer's terms and service procedures.

5. Refund Process

Once the returned product has been received and inspected, we will notify you of the outcome.

If approved:

• Online payments will be refunded to the original payment method whenever possible.
• Offline payments may be refunded through bank transfer or another mutually agreed method.
• Shipping charges are generally non-refundable unless the return is due to our error or a confirmed defective product.

Refund processing times may vary depending on your payment provider or financial institution.

6. Exchange Policy

Eligible products may be exchanged for:

• The same product (if available).
• Another product of equal or greater value (with payment of any price difference).
• Store credit, where applicable.

Product availability cannot be guaranteed until the exchange request has been approved.

7. Order Cancellation

Orders may be cancelled before shipment.

Once an order has been shipped, it can no longer be cancelled and must follow the return process described in this policy.

ISM Mobile Shop reserves the right to cancel any order due to:

• Product unavailability.
• Pricing or listing errors.
• Suspected fraudulent activity.
• Payment verification failure.
• Circumstances beyond our reasonable control.

Any payments received for cancelled orders will be refunded using the appropriate payment method.

8. Return Shipping

If the return is due to:

• A defective product,
• An incorrect item,
• Or an error by ISM Mobile Shop,

we will bear the reasonable return shipping costs.

If the return is for any other approved reason, the customer may be responsible for the return shipping expenses.

Customers are encouraged to use a trackable shipping service when returning products.

9. Inspection and Approval

Every returned product undergoes inspection by our technical or customer service team.

If the returned product does not meet the conditions stated in this policy, ISM Mobile Shop reserves the right to:

• Reject the return request.
• Return the product to the customer.
• Apply applicable service or shipping charges where necessary.

10. Contact Us

If you have any questions regarding this Refund & Return Policy or wish to submit a return or warranty request, please contact us:

ISM Mobile Shop

• Phone / WhatsApp: +20 01010419498
• Email: tbakr7741@gmail.com
• Address: 5 Abu Talib Street, In Front of the Metro Station, Dar El Salam, Cairo, Egypt.

Our Customer Support team will be happy to assist you and respond to your request as quickly as possible.