Refund policy

 

Guaranteed after-sales service. We make every effort to help you make the best use of the products we sell.

Present on the Internet since 2009, LowcostMobile® aims to offer you a whole range of products in the field of telecoms.

• All our products benefit from the legal guarantee of conformity: 24 months for new products, 6 months for second-hand products (unless otherwise indicated on the product page). Likewise, the legal guarantee against hidden defects is applicable: 24 months for new and used products.

 

Withdrawal period: You have a period of 30 calendar days from the day after the day of delivery, to make a request for withdrawal / return of your order.

As of the day after the date of approval of your withdrawal / return request, you have a maximum period of 14 calendar days to return the purchased product (postponed to the next working day if the last day expires on a Saturday, Sunday or public holiday). If this deadline is exceeded, the package will be refused and returned to the sender and the withdrawal request cancelled.

Our returns policy allows you to return an item within the first 30 days of ownership. Items in new condition must be returned new, unopened, unused and complete. Used items should not have any additional signs of use or damage. Please note that the product must be returned in its original packaging, repacked correctly as originally so that it does not suffer damage during transport. You must use a shipping box to return the product, otherwise there is a high risk of damage.

If the item purchased new is not returned new, unpacked (sealed), unhandled, unused and complete, we will refuse your return or we will apply the discount scale below. We are the sole decision-maker of the choice criteria for one or the other of the solutions presented.

Here is the applicable discount scale:

• 15% on the price including tax paid + €5 fixed costs, for products whose value including tax and shipping costs is between €0.01 and €150
• 12% on the price including tax paid + €5 fixed costs, for products whose value including tax and shipping costs is between €150.01 and €250
• 10% on the price including tax paid + €5 fixed costs, for products whose value including tax and shipping costs is between €250.01 and more.

If we have decided to refuse your return, It will be returned to the sender to your home address or to a Relay point close to your delivery address with one of the following carriers : UPS, Chronopost, DPD, Colissimo, FedEx, your national Post

If you need a product occasionally or you need to carry out tests, we invite you to buy a second-hand product or rent this product. We also offer product rental on this page.

If you do not collect the product that we have returned to you from the Relay point in question within the time limit of 7 days, you will be liable for the return and administrative costs of €15 including tax, the product may be claimed during a period of 60 days from the sending of an email from our services. If after this period of 60 days, you have not paid the lump sum of €15 including tax, the product will be considered lost, it will no longer be possible to claim it.

You can request the return of your order by entering your email address on the following page: https://account.lowcostmobile.com

Following this, you will receive a confirmation code by email, then you will access a new customer interface allowing you to manage the return of your order.

Return costs are your responsibility (unless we believe we are responsible), you can use the carrier of your choice at the following return address : LowcostMobile, 5003 rue d'Hirson, 02830 SAINT MICHEL, FRANCE, or possibly use a Relay Point network such as MondialRelay InPost with LOWCOSTMOBILE ENTREPOT, 5003 rue d'HIRSON, 02830 SAINT MICHEL, FRANCE or directly via your own carrier selected, or via the Pickup DPD / Chronopost / La Poste network with CONSIGNE LOWCOSTMOBILE ST MICHEL, 5003 rue d'Hirson, 02830 SAINT MICHEL, FRANCE, as a relay point, for the attention of DI2M and mentioning the mobile number 0033 6 24 21 08 28.

Please write your order number on plain paper and include it in the box.

If we find that the used product is not returned in a suitable condition, we may deduct an amount from the refund to cover the restoration of the product. We ask that you exercise care and respect when returning a product.

If we consider that the product has been damaged accidentally, due to deliberate damage or caused by external factors, a repair estimate may be offered to you or if the product is not repairable, the product will be returned to sender without refund.

The maximum refund period is 14 days from the physical receipt of the item.

In the event of a package refused on delivery (and therefore returned to the sender), you are liable for the costs of returning the package invoiced by the carrier, which vary according to the characteristics of the package.

As part of an order with Express or 1 working day delivery and in the event of withdrawal, the initial shipping costs related to Express or 1 working day delivery are not refunded.

Repair or replacement of a defective product:

You benefit from several warranties as part of your purchase: the manufacturer's warranty, the legal guarantee against hidden defects and the legal guarantee of conformity. Despite everything in the majority of cases, the use of the guarantee of a product is not necessary because the product is not defective, and it is a fault of configuration or even an element outside that interferes with the proper functioning of the product. In such cases, the intervention of our after-sales service by telephone or email is sufficient.

If we consider that you are requesting our after-sales service to request a repair or exchange of your product, when the product has no problem, you will be liable for the return and return costs to our after-sales service. sale as well as the payment of the costs of product expertise, this amount will be invoiced at a flat rate of €40 including tax.

If after expertise of the product, we consider that the product has been damaged accidentally, deliberately, or within the framework of a prohibited use outside buildings, whereas the product must be used sheltered from the  heat and humidity inside buildings, none of the warranties will apply. However, you can take out independent insurance with a specialized insurer or with your home insurance, so that they can potentially cover this type of damage. You can also contact our after-sales service or the manufacturer's after-sales service, in order to provide you with the repair or exchange procedure for a fee. The service in question will send you a repair estimate or if the product is not repairable, you will be asked to pay the costs relating to the redirection of the product to your address or to a chosen relay point.

It is your responsibility to use the product according to the instructions stipulated in the user manual, and not to store electrical products outside buildings when it is not designed for such use.

Electronics Software Updates:

While using one of your products, you may detect a software malfunction that prevents you from using your product correctly or a specific function. In this case, we invite you to contact our after-sales service, indicating precisely how the malfunction occurs. We will contact the manufacturer by providing him with any element: photo, video, text, so that he deploys a corrective update as soon as possible. Please note that a software malfunction does not entitle you to a refund. We work with the manufacturers so that they are as reactive as possible, and be aware of the complexity of certain malfunctions that you may encounter at your level, but of which the manufacturer has not detected or has never been aware. By buying on LowcostMobile, you acknowledge that some electronic products may require one or more software updates during their lifespan, to ensure perfect stability and perfect operation of all possible settings depending on each person's configuration.

You have the possibility to contact the manufacturer in parallel if you have the opportunity.

Validity of prepaid labels:

Our services can at any time send you a prepaid label, in order to facilitate the management of your request for assistance, exchange or repair. It has a usual validity of 7 calendar days, postponed to the next working day if the last day falls on a Saturday, Sunday or public holiday. If you don't use the prepaid tag within the specified time, it will become invalid. Do not attempt to send your package with an expired prepaid label, as there is a risk that the package will no longer be tracked and lost. In such a case, you will be responsible for the loss of your package and we decline all responsibility. Some prepaid labels are valid for 5 days from their issue, please read the information sent by our after-sales service and return your product as soon as possible within the time limit indicated.

If you need a new prepaid label after the deadline has expired, please request it by email or via the contact form mentioning your order number.

Failure to use the prepaid label within the time allowed from its issue, does not postpone the warranty period of the product. If you request a new prepaid label after it has expired, please check that your product is still under warranty on the date of the new prepaid label request.