1. Overview

At Boom Mobile Store, we strive to provide a secure and reliable marketplace where customers can purchase mobile phones, electronics, accessories, and related products from independent vendors.

As Boom Mobile Store operates as a marketplace, individual products are supplied and fulfilled by independent vendors. While we work closely with our vendors to maintain high quality standards, return, refund, and warranty requests are subject to this policy and the applicable vendor’s obligations under Malaysian consumer protection laws.

2. Return Eligibility

Customers may request a return, replacement, or refund under the following circumstances:

The item received is incorrect.
The item arrives damaged during delivery.
The item is defective upon first use (Dead on Arrival / DOA).
The item is incomplete or missing accessories that were advertised.
The item received is significantly different from the product description.

Return requests must be submitted within 7 calendar days from the date of delivery unless otherwise stated by the respective vendor or required by applicable law.

Items must be returned in their original condition, including:

Original packaging
All accessories, manuals, cables, and free gifts
Warranty cards (if applicable)
Purchase receipt or order confirmation

3. Proof Requirement

To facilitate a prompt review, customers must provide:

Order number or proof of purchase.
Clear photos or videos showing:
- The product received.
- The shipping parcel and packaging.
- The serial number or IMEI (if applicable).
- The defect, damage, or issue being reported.

Additional information may be requested by the vendor if necessary to verify the claim.

4. Inspection Process

Once the returned item is received, the vendor will inspect the product to verify the reported issue.

Inspection may include:

Physical condition
Functional testing
Verification of accessories
Serial number or IMEI matching
Tamper seal verification

Boom Mobile Store reserves the right to reject any claim where the reported issue cannot be verified or where evidence indicates misuse, accidental damage, or unauthorized modification.

5. Refunds

If the refund request is approved, customers may receive:

A full refund.
A partial refund (where appropriate).
Store credit or wallet credit (if selected by the customer where available).

Refunds will be processed using the original payment method unless otherwise agreed.

Processing time is typically 7–14 business days after approval, although actual processing may vary depending on the customer’s payment provider or financial institution.

6. Replacements

Where stock is available, vendors may offer a replacement instead of a refund.

Replacement requests are generally accepted for:

Wrong item received.
Dead on Arrival (DOA) products.
Manufacturing defects reported within the eligible return period.
Missing components or accessories.

If a replacement is unavailable, an appropriate refund may be issued instead.

7. Non-Refundable Situations

Refunds, returns, or replacements will generally not be approved in the following situations:

Change of mind after purchase.
Normal wear and tear.
Cosmetic damage that does not affect product functionality (unless reported immediately upon delivery).
Damage caused by misuse, abuse, negligence, accidents, liquid exposure, unauthorized repairs, or modifications.
Products with missing accessories, damaged packaging, or missing serial numbers due to customer actions.
Software issues caused by user-installed applications, rooting, jailbreaking, unlocking, or unofficial firmware installation.
Products damaged during return shipping due to inadequate packaging by the customer.
Items marked as non-returnable, clearance, or final sale unless defective.
Failure to provide sufficient evidence to support the claim.

8. Warranty

Many products sold on Boom Mobile Store include manufacturer or vendor warranties.

Warranty terms vary depending on the product and vendor.

Where applicable:

Warranty claims should follow the vendor’s or manufacturer’s warranty procedure.
Warranty coverage does not include accidental damage, misuse, unauthorized repairs, liquid damage, or normal wear and tear unless specifically stated.

Customers are encouraged to retain all receipts and warranty documentation.

9. Marketplace Responsibility

Boom Mobile Store provides the platform connecting customers with independent vendors.

While we assist in facilitating dispute resolution and customer support:

Product availability, specifications, warranties, and fulfillment remain the responsibility of the respective vendor.
Vendors are responsible for honouring approved refunds, replacements, and warranty obligations.
Boom Mobile Store may intervene where necessary to ensure fair resolution in accordance with our marketplace policies and applicable consumer protection laws.

10. Late or Missing Refunds

If you have not received your refund after the stated processing period:

Check your bank account again.
Contact your credit card company or payment provider.
Contact your bank, as processing times may vary.

If you still have not received your refund, please contact our customer support team for further assistance.

11. Return Shipping

Where a return is approved:

Customers must follow the return instructions provided by the vendor or Boom Mobile Store.
Items should be securely packaged to prevent damage during transit.
Return shipping costs may be borne by the vendor if the return is due to an incorrect, defective, or damaged item.
Customers may be responsible for return shipping costs in situations where the return is not caused by vendor error, where permitted by applicable law.

12. Policy Updates

Boom Mobile Store reserves the right to amend, update, or modify this Refund & Return Policy at any time without prior notice.

Any revisions become effective immediately upon publication on our website.

By continuing to use Boom Mobile Store and placing orders through our marketplace, you acknowledge and agree to the latest version of this policy.

Refund and Returns Policy