Returns

Below you'll find all the information you need to complete a return, whether it's for the device linked to your line, an accessory purchased on our website, or any other product covered by the legal withdrawal period.

If you've cancelled your fixed service or received a new device to keep vibing with your connection, remember to return the previous equipment. You have 15 working days to complete the return using the available methods. Avoid additional charges on your bill.

Find out what you need to return and how to do it correctly to avoid any penalties.

How do I request the cancellation or the return of an order?

We know that sometimes things do not go as planned.

If you need to return an order, Vibra Mobile makes it simple.

Our process is designed so that you can manage it quickly, safely and without complications.

Which orders can be cancelled?

You can request the cancellation of an order when the following conditions are met:

•The order is still in a cancellable status.

•The order has NOT yet entered the logistics preparation stage.

Which orders can be returned?

You can request the return of an order when the following conditions are met:

•You are still within the legal withdrawal period (usually 14 calendar days from delivery).

•The product is in perfect condition, unused and in its original packaging.

•For devices, all accessories (cables, chargers, manuals, etc.) must be included.

Steps to return your order

Follow this simple guide to complete the return:

1.Go to MyVibra

•Select the order you want to cancel or return.

•State the reason for the return (where applicable).

•Request the shipping or pick-up label.

2.Prepare the parcel

•Use the original packaging whenever possible.

•Make sure the full contents are included: product, accessories, paperwork.

•Fix the return label in a visible place.

3.Choose the return method

Depending on your case and location you can choose between:

•Dropping it off at an authorised collection point.

•Home pick-up by courier (we will let you know if it is available in your area and any related cost).

4.Track the shipment

Once it has been sent, you can track the status from your personal area.

We will notify you when the order arrives and is being inspected.

When will I receive the refund?

If you made an advance payment, we will reimburse it once the returned order has been received and checked:

•If everything is correct, we will refund the amount within a maximum of 14 days.

•The refund will be issued using the same payment method you originally used.

*Please note that we may apply a proportional deduction if the product is damaged or missing any component. Check the sales conditions for each case.*

Need more help with your return?

Don't worry, our team can guide you step by step.