Returns

What Is Your Return or Exchange Policy?
We hope that you love every product that you receive from us, however, should you wish to, you may return items purchased from mobilesignalboosters.com to us within the first 14 days from the day of delivery. We will happily exchange your product (for equal or lesser value) or give you a full refund (minus any shipping charges). Please ensure that item(s) are returned in their original packaging in the same new condition that they were sold to you, including all packaging, parts, accessories, manuals and documentation. If the product is returned as incomplete we cannot relist it and therefore cannot offer a full refund. Incomplete/scratched returns will incur a 20% restocking fee deducted from the original payment. Items returned with deliberate or accidental damage will not be refunded. We reserve the right to return incomplete items back to you. You will have to pay the cost of shipping your product back to us. We do not accept any postage paid for return shipments. We recommend that you use a shipping method that offers parcel tracking in order to help us with the timeframe of your return as well as guarantee that your goods arrive to us. We cannot be held responsible for the non-delivery of returned items and as the addressee cannot open an enquiry with the delivery service.

Warranty Policy
Please note that only products that have been returned to us within 14 days (or 30 days for faulty goods) will be eligible for a refund. If your product develops a manufacturer fault after the first 30 days it may be covered through a manufacturer's warranty. If your item(s) are covered under a manufacturer's warranty, you have a right to return the goods to us so that we can send them off to be repaired or replaced. No refund can be processed after the 14 day period (or 30 days for faulty goods). We can handle the warranty process for you. Please be aware that the Warranty process will include:

  • Us processing the return
  • Us sending the goods to the manufacturer
  • Manufacturer processes the return
  • Manufacturer repairs the product (can take up to 60 days)
  • Us receiving the goods from the manufacturer
  • Us sending the goods to the customer

How Do I Return an Item?
If you are not satisfied with your purchase and wish to return or exchange an item, our guidelines below should help you through the process. We have four returns options:

  • Product not required - unwanted product
  • Exchange required
  • Faulty product / Dead on arrival
  • Not ordered

Returning an Unwanted Product
You are entitled to return unwanted products within 14 days from purchase. Please return your item(s) back in its/their original packaging in the same new condition as when sold to you, including all packaging, parts, accessories, manuals, and documentation. Please ensure that you have read (section 15.0) of the terms and conditions and complete the returns form. Please send this with the goods to: Frequency 3G Telecom Ltd., Unit C, Longmead Business Centre, Blenheim Road, Epsom, Surrey, KT19 9QQ. We recommend that you use a delivery method that offers parcel tracking in order to help us with the timeframe of your return as well as guarantee that your goods arrive to us. Please package your item(s) with shockproof material. There must be a sufficient amount of protection around the elements so that they do not touch the inner surfaces or move inside the box. If the product arrives damaged as a result of poor packaging we will not be able to restock the item and therefore will not be able to offer a full refund. Please return your item(s) back in its/their original manufacturers packaging. Please include all packaging, parts, accessories, manuals, and documentation. Incomplete/scratched returns will incur a 20% restocking fee deducted from the original payment. Items returned with deliberate or accidental damage will not be refunded. We reserve the right to return incomplete items back to you. You will have to pay the cost of shipping your product back to us. We do not accept any postage paid for return shipments.

Exchange Guidelines
Exchange orders are processed within 3 - 5 business days once the returned item is received. If you are exchanging an item and prefer not to wait for the item to be processed, please place a new order for the replacement item and we can process the original order being returned as a refund. Once the returned item is received, your refund will be processed within 2 - 3 business days. If you are expecting a refund, we will issue the refund back to the appropriate account based on the original method of payment. Please understand that in may take 5 to 7 business days for the bank to process the credit to your account.

Faulty / Dead On Arrival Items
We will gladly issue a replacement for your defective/faulty items. You will be asked to return the item, or we might ask you for evidence of the defect through a photograph to advance the warranty claim process. Please complete the returns form, highlighting the issue and send this with the goods within the 30 day period to: Frequency 3G Telecom Ltd., Unit C, Longmead Business Centre, Blenheim Road, Epsom, Surrey, KT19 9QQ. Please allow 3-5 business days for your claim to be processed. Once your claim is received and approved depending on the nature of the item and the stock availability, we will provide you with a replacement to the original item or another one of equal (or lesser) value. If you would like to receive the item more quickly, we are happy to ship the item with an expedited service at your expense. For faulty goods we may offer to pay your return shipment in the form of a credit note providing that you can show a proof of postage payment and providing that the postage cost does not exceed £10. Alternately we may offer to send its own courier to pick up the parcel from you. Please note that if a return is made for an illegitimate reason, the item may be rejected and returned to you at your expense. The reason for your return can be amended. If this occurs, we will inform you by e-mail and treat your return according to the new amended reason. Items will not be refunded if they are categorised as faulty as a result of

  • Misuse of the item.
  • Items opened or dismantled.
  • Damages, flaws, failures or defects due to external origins.

Our customer service department is not an appraiser. Any device returned with flaws or defect problems that cannot be noticed by our quality service department may be sent to the appropriate manufacturer. In this case, the applied procedures will be the ones expressly recommended by the manufacturer.

Warranty Return Guidelines
If your product develops a manufacturer fault after the first 14 days it may be covered through a manufacturer's warranty, please check with the Nextivity warranty document. In order to process your warranty claim through CEL-FI please follow the below guidelines:

  • Ensure your goods are covered by the manufacturer's warranty and are within their warranty period.
  • Please fill in the returns form highlighting that the product is faulty
  • Package your item securely and completely with all original accessories (user's manual, cables, remote control etc) preferably in its original packaging even if it was opened. Please note that any item received in poor conditions may be considered as out of warranty.

We recommend that you use a delivery method that offers parcel tracking in order to help us with the time frame of your return as well as guarantee that your goods arrive to us. Please understand that we cannot be held responsible for any items lost or damaged in the post that have been returned without tracking, as the addressee we cannot open a lost parcel enquiry with the delivery service.

Please return your item to Frequency 3G Telecom Ltd., Unit C, Longmead Business Centre, Blenheim Road, Epsom, Surrey, KT19 9QQ

Please note that if your warranty claim is successful we will replace / repair / exchange your product and return it to you. Whether your product is in its warranty period or not, if the product fault is not covered within the manufacturer's warranty a quote may be issued for a repair/replacement or the item will be returned

Incorrect Item Received:
If you have received item(s) that do not match the one(s) that you have ordered according to your invoice/delivery note then please return the item(s) to us within 14 days of receiving the goods. Below are the process guidelines to follow

  • Please fill in the returns form highlighting option 'H - Different from what was ordered'
  • Package your item securely, as new and complete with all original accessories (user's manual, cables, remote control etc) in its original packaging. Please note that any item received in poor conditions may be considered used and invalid.

We recommend that you use a delivery method that offers parcel tracking in order to help us with the timeframe of your return as well as guarantee that your goods arrive to us. Please understand that we cannot be held responsible for any items lost or damaged in the post that have been returned without tracking, as the addressee we cannot open a lost parcel enquiry with the delivery service.

Please return your item to Frequency 3G Telecom Ltd., Unit C, Longmead Business Centre, Blenheim Road, Epsom, Surrey, KT19 9QQ.

Once your claim is received and approved depending on the nature of the item, the available stock and your wishes, we will offer to provide you with the correct item or a replacement of equal value. If you would like to receive the item more quickly, we are happy to ship the item with an expedited service at your expense. For incorrect goods we may offer to pay your return shipment in the form of a credit note providing that you can show a proof of postage payment and providing that the postage cost does not exceed £10. Alternately we may offer to send its own courier to pick up the parcel from you. We reserve the right to reject the request or deduct the price of consumed, damaged or missing items at its own discretion.

Additional Information
Order deliveries that are returned to us due to non-delivery, incorrect or missing address information will not be entitled to a refund on delivery costs. Additional shipping charges may be incurred to re-ship the item(s)/order to the correct address. Orders returned from a customer without an RMA number / a person who has not previously informed our customer services may not be entitled to a refund. Items returned to us for non-payment of customs duties or taxes are non-refundable.

Further Questions
If you have any further questions or can't find your answer within our guidelines please contact us via our contact page.