Question 1

How long do I have to return a product?

Accepted Answer

We accept returns within seven (7) days from the date of home delivery. The product must be accompanied by the original sales invoice.

Question 2

How do I request a return or exchange?

Accepted Answer

You can contact us through any of the following channels:  • Phone: 600-502034 • Email: support@mboka.com • WhatsApp: +971 54 577 3418  Our team is available to assist you with the return or exchange process.

Question 3

What is the return policy for accessories and personal care items?

Accepted Answer

Returns are accepted if the product is still sealed/packed or has a manufacturing defect upon opening. No returns are accepted if the product has been opened and is in good working condition.

Question 4

What are the conditions for returning hard goods (IT, electronics, telecom)?

Accepted Answer

The product must be in the same condition as when received — unopened, with original packaging, accessories, user manuals, warranty cards, and brand seals.  For IT and Telecom products, no returns are allowed if the product has already been activated.  For opened items, returns are accepted but a restocking fee will apply.  If you wish to receive unopened units, you must sign an acknowledgment releasing Mboka Market from any further claims.  All original packaging materials, accessories, manuals, registration cards, free-of-cost (FOC) bundled products, and promotional vouchers must be included.

Question 5

When are returns and exchanges NOT accepted?

Accepted Answer

Returns and exchanges will not be accepted in the following cases:  • Packaging is incomplete, or the product is damaged or scratched • Customized or special-order products, cut cables/wires, apparel, personal care, and hygiene products • Online activation codes that have been scratched or redeemed • Devices with an activation or password lock (Find My iPhone, Find My Mobile, Find My Device) • If the VAT has been refunded against the invoice

Question 6

What happens if my product is dead on arrival (DOA) or not functioning?

Accepted Answer

Products that are dead on arrival or not functioning as described in the manual will be exchanged or returned after verification by Mboka Market personnel or the manufacturer's authorized service center.  This process can take up to four (4) business days.

Question 7

What about my data on the returned product?

Accepted Answer

Mboka Market is not responsible for transferring any data from returned products or for the loss of any data stored on the returned product. Please back up your data before initiating a return.

Question 8

How will I receive my refund?

Accepted Answer

Refunds for credit/debit card purchases will only be returned to the same card used for the transaction.  Refunds for gift card or loyalty point purchases will be provided through a Mboka Market gift card.  Refunds are processed within 7 to 14 business days after the return process is complete.

Question 9

Are delivery and installation charges refundable?

Accepted Answer

No. Service, delivery, and installation charges are non-refundable once acknowledged by the customer.

Question 10

Should I inspect my product at delivery?

Accepted Answer

Yes. Customers should inspect products before signing the Proof of Delivery (POD). Any product reported damaged after signing the POD will not qualify for returns or warranty claims.

Question 11

Can I return an extended warranty or damage protection plan?

Accepted Answer

Extended warranty and damage protection plans can be returned if the product is returned within the manufacturer's warranty period. The store management's decision is final.

Question 12

What happens if someone abuses the return policy?

Accepted Answer

If customers are found to abuse the return policy — by making excessive returns, returning items not in their original condition, or frequently canceling orders — Mboka Market reserves the right to issue warnings, impose restrictions, or terminate customer accounts as necessary.

Return & Exchange Policy

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