Dispute Resolution Policy

Mobile Smart Ltd (trading as Mobile Smart – Phone Repair, Key Cutting & Trophy Engraving) aims to resolve concerns quickly, fairly, and respectfully. If you have a complaint or a dispute about an order, product, service, delivery, or communication, we encourage you to contact us as soon as possible so we can understand what happened and work toward a practical outcome.

The best first step is to contact us directly with your order details and a clear description of the issue. Where relevant, we may ask for supporting information such as photos of the product, packaging, or any proof or confirmation details. In some cases, we may ask you to bring the item into our Papakura store so we can inspect it and discuss options.

After we receive your complaint, we will review the information and communicate with you about the next steps. Depending on the situation, this may include correcting an error, reworking an item where possible, arranging an assessment, or agreeing on another appropriate solution based on the circumstances.

If we are not able to resolve the matter directly, you can seek independent advice or assistance through the appropriate New Zealand consumer support channels. Nothing in this policy is intended to limit any rights you may have under applicable New Zealand consumer laws where they apply.

To raise a dispute or complaint, please email [email protected]
, call +64 9 296 6967, or visit us at 79 O’Shannessey Street, Papakura, Auckland 2110, New Zealand.