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Purchase protection
Wholesale parcels must be documented from the sealed package through the full product check. This protects both the retailer and mobexa during verification.
Effective 28 September 2026
01
Record one continuous, uncut 360° video before opening the parcel. The video must clearly show the sealed parcel, shipping label, every side of the package, opening process and the check of every item without pauses, cuts or edits.
02
If an item is missing, incorrect or visibly damaged, contact the mobexa trade desk promptly and keep the complete packaging, labels and affected product. Share the original unedited video and order code for review.
03
The affected product must be returned to our warehouse as instructed by the trade desk. Eligibility is confirmed only after the returned item and submitted evidence are inspected.
04
Once an issue is verified, the eligible product is replaced with the retailer's next order. The policy provides replacement support rather than an instant refund or cash settlement.
05
A claim may not qualify if the continuous video is unavailable, edited or incomplete; the product is used, altered or physically mishandled; identifiers or packaging are missing; or the returned item does not match the claim.
Need help?
Speak with our trade desk