Returns & Refunds Policy

If you have a problem with a product or service from Mobile Smart Ltd (trading as Mobile Smart – Phone Repair, Key Cutting & Trophy Engraving), please contact us and we’ll work with you to find the best solution based on what happened. Because many items are ordered in, made to order, and/or personalised, each situation needs to be assessed on its own details.

If your item arrives damaged, looks faulty, or doesn’t match what was confirmed, you should check it as soon as you receive it and contact us straight away so we can help. In some cases we may ask you to bring the item into our Papakura store so we can inspect it, or we may request clear photos to understand the issue and advise the next steps.

For personalised engraving and printing, we may provide a digital proof for approval before production begins. Please check the proof carefully before approving, including spelling, names, dates, and layout, because the approved proof is what we use to produce the final item. If an error occurs due to our workmanship, our preference is to fix it at no cost by rectifying or re-engraving where possible. If the details were supplied by you and approved in the proof, any change requests after approval may involve additional charges depending on what has already been produced.

If your order was couriered and is damaged in transit, please keep all packaging and take clear photos of the box, packaging, and the product. If possible, note the damage with the courier driver at delivery. Contact us with the photos and details and we will advise the most practical solution based on the circumstances.

If a return or assessment is required, we will tell you what to do and whether the item needs to be brought in-store or sent back. Any outcomes, including repairs, replacements, rework, or refunds, will depend on the situation and what can reasonably be done for the specific product.

Nothing in this policy is intended to limit any rights you may have under applicable New Zealand consumer laws where they apply. To discuss a return or refund matter, please email [email protected] or call +64 9 296 6967, or visit us at 79 O’Shannessey Street, Papakura, Auckland 2110, New Zealand.