Moby Memory

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Only Original Products, VAT Included

We Honour Manufacturer Warranty

Moby Memory is proud to honour manufacturer warranty (even liftetime warranty!) on all of its storage and mobile phone accessory products! We have had replaced items bought from us over 10 years ago. 

Returns Policy 

To return an item:

1) Read the terms below, to ensure you qualify

2) Contact us  https://mobymemory.com/uk/contact with a bit of info for us

3) Depending what the situation is we may need some more info or offer some advice, to ensure the item is faulty 

4) Return instructions will be provided by our customer services team

5) When we receive the item back, it will typically take 2-3 working days for our techincal & admin teams to process. It can take longer if:

          i) Our technical team is speaking directly to the manufacturer in relation to your faulty product

          ii) The replacement item is not in stock (but does have an ETA)

          iii) Refunds are typically processed Tues-Thurs

          iv) There is a backlog / item has not been recieved back

 

Here are a list of instances and what our terms are:

 

1) Item/Order no longer wanted / needed

a) If the purchase date is 31 days or less than todays date and your order is in the same condition as you received it - you can return your order for a full refund (additional postage upgrades may not be refunded)

b) If the purchase date is 31 days or less and your order is not in the same condition as you received it - you can return your order for a partial refund (additional postage upgrades may not be refunded). There will be a restocking fee of up to 10% of the items value as we are unable to resell the item in its original condition. We will then have to send the item back to the manufacturer for repackaging, where a significant cost is involved. 

c) If it is past 31 days since the purchase date, then we cannot accept a return in this instance due to heavy price fluctuations in our industry.

 

2) Item is D.O.A. (Dead-On-Arrival)

It is possible to receive an item that is faulty or does not work as advertised. Unfortunately a small % of items manufacturered are like this, however it differs between product categories (batteries have a higher failure rate than USB sticks for example)

a) If the purchase date is 31 days or less than today's date, you can return the item back to us. Upon testing the item, our technical team will authorize a refund for your return postage costs (if we do not send you a prepaid return envelope)

b) If it is past 31 days since the purchase date, we cannot consider the item DOA due to the amount of time passed, so please refer to 3)

 

3) Item is faulty and within manufacturer warranty 

Unlike most other retailers, who will only honour warranty for 31 days, or 90 days, we will honour the lifetime warranty of the product. We have happily dealt with returns from customers who purchased 10+ years ago from us. 

a) If the purchase date is 31 days or less than today's date, you can return the item back to us. Upon testing the item, our technical team will authorize a refund for your return postage costs (if we do not send you a prepaid return envelope)

b) If it is past 31 days since the purchase date, we can only replace your faulty item and not refund it. If the model is no longer available, we will offer to send the latest model, or a range of alternatives.

c) If our technical team has found the item is not faulty, then we will send it back to you with a cover note. If you no longer want the item and it is within 31 days and you want a refund, then a partial refund can be issued as per 1b. If it past 31 days, then we will just send your item back to you.

 

4) Item damaged in transit

Occasionally, orders get damaged during transit. We request you take pictures before contacting customer services as we will have to attempt to claim compensation from the offending courier. If the item needs to be replaced, we will cover return expenses and arrange a replacement/refund. .

 

5) Return Postage Compensation

It is the customers responsibility for returning goods to us in a safe and acceptable manner. If the item does not reach us, it is the customers liability not Newbay Trading's. We are aware that ensuring a high chance of success comes with a cost, which is why we are prepared to refund the following amounts:

a) Products - Memory card, USB, Cables, Small items etc. Recommended Service -  Royal Mail 2nd Class Large Letter up to 100g Recorded/Signed for - We will give you £1.84

b) Products - SSDs, 2.5" internal HDD, RAM, small items <250g etc. Recommended Service -  Royal Mail 2nd Class Large Letter up to 250g Recorded/Signed for - We will give you £2.29

c) Products - HDD, Tablet, Optical Drives, packet/heavy items. Recommended Service - Royal Mail 2nd Class Small Parcel up to 1kg Recorded/Signed For - We will give you £3.80