Return & Replacement Policy
At Boat Mobile Store (BMS), we stand 100% behind the authenticity and quality of every device, console, display, and accessory we sell. We offer a transparent 7-Day Return and Replacement Window to ensure you are completely satisfied with your purchase.
17-Day Return & Exchange Eligibility
Customers in Ghana who purchase items directly through the Boat Mobile Store web platform, WhatsApp concierge, or physical branch retail locations have exactly 7 calendar days from the date of physical receipt or in-store collection to request a return or product replacement.
Qualifying Situations:
- Defective or DOA Hardware: The hardware exhibits an inherent manufacturing defect, display glitch, charging port malfunction, or internal hardware error detected upon initial unboxing.
- Incorrect Specification: The delivered model, color, internal storage capacity, or accessory package does not match your confirmed sales order.
- Damage in Transit: The product arrived with visible courier packaging damage or tamper-evident seal breaches (must be reported within 24 hours of delivery).
2Required Product Condition for Returns
To be approved for an exchange or refund under the 7-day policy, devices must meet the following hardware standards:
- Original manufacturer retail box, inserts, styrofoam, and manuals included.
- All bundled in-box charging cables, power bricks, styluses, or adapters present.
- iCloud, Google Account, Samsung Account, and BIOS/firmware locks completely removed and signed out.
- Original BMS order invoice, digital receipt, or purchase confirmation SMS provided.
3Non-Returnable & Excluded Items
- Products with user-induced physical drops, screen fractures, dented housing, or internal liquid ingress.
- Consumable accessories once applied or unpacked (e.g. tempered glass screen protectors, thermal paste, cleaning fluids).
- Digital software licenses, prepaid activation codes, or gift vouchers.
- Devices modified with unauthorized third-party firmware, rooting, jailbreaks, or non-certified repair attempts.
- Requests submitted beyond the 7 calendar day window from delivery.
4How to Initiate Your Return
Contact Support
Notify our support team via WhatsApp or email with your Order ID, device IMEI/Serial number, and clear photos/videos of the issue.
Branch or Courier Inspection
Drop off your device at our authorized BMS store branch (Circle-Accra) or dispatch it securely via authorized courier.
Diagnostic & Resolution
Our certified technicians inspect hardware authentication in 24–48 hours, immediately releasing a replacement or processing a refund.
5Refund Timelines & Post-7-Day Manufacturer Warranty
Approved refunds are disbursed to the original payment channel (Mobile Money MTN/Vodafone/AirtelTigo, Cash or direct card/bank reversal) within 2 to 3 business days of diagnostic approval.
After the 7-day initial return period closes, your hardware remains fully protected under our official 1-Year Hardware Repair Assistace. BMS hardware specialists facilitate warranty repairs, authorized component replacements, and official service center claims at a fee.
Have Questions About a Return?
Our hardware concierge advisors are available to evaluate your order and guide you through immediate resolution.