Customer wants to return a phone after 2 days? The 14 and 30 day rules

A customer walks in two days after buying a phone and says, "I don't want it, give me my money back." Or two weeks later: "It has a fault." Many shop owners answer on instinct: "no returns" or "warranty is with the agent." But the Consumer Protection Agency has published clear rules, and it pays to know them.

This post covers the two main rules (14 days and 30 days), what "original condition" means in practice, and how to record a return so your stock, cash and reports stay right. It is a general explanation of what the agency publishes, not legal advice. For a tricky case, ask the agency or a lawyer.

Rule one: 14 days, no reason needed

According to the Consumer Protection Agency and Article 17 of Law 181 of 2018, a consumer can exchange a product or return it for a refund within 14 days of receiving it, without giving a reason and without paying any costs. The law also lists exceptions, so not every product falls under this rule.

The product should come back in its original condition, with the receipt. A phone that was opened and used normally may qualify. A phone with a cracked screen or visible damage is a different story. That is why recording the phone's condition at the time of sale helps you.

Rule two: 30 days if it is defective

If the product is defective or does not match what was advertised, the customer can exchange or return it within 30 days of receiving it. Here there is a reason, the defect, so you inspect the device and settle the exchange or refund with the customer under the rules.

One more point from the agency: if the same fault repeats more than twice in a row during the first year or the warranty period (whichever is shorter), the customer is entitled to a new product at no charge. The customer has to prove the number of repairs with repair receipts or the warranty certificate. So your repair receipts can work for you or against you.

What actually happens at the counter

1. Ask calmly instead of refusing

First question: when was it sold? If it is within 14 days, the general rule applies. Check the sales invoice, not your memory.

2. Inspect the phone in front of the customer

Confirm the IMEI matches the one you sold, the outside condition is the same, and the accessories are there. Write a note on its condition. This is not about dodging the return, it is about avoiding arguments later.

3. Decide: exchange or refund

Both are the customer's rights. If the customer wants a more expensive model instead, charge the difference. If cheaper, agree clearly on what is returned.

4. For a defect, work out who carries it

The fault may go back to your supplier or the agent. Then you do a supplier return or claim according to your deal with them. Know from the start how many days your supplier accepts returns, because your window with the customer is 30 days.

How to record the return in Mobilat

If the phone was sold by IMEI at the POS, each device has its own record with its cost, warranty and full history, and the receipt shows the IMEI and warranty end. That makes it easy to confirm the returned device is the one you sold.

• A return is logged with a reason, under the name of whoever did it, or you can void the whole sale.
• Stock and money go back where they came from: cash to the drawer, wallet to its balance.
• If the sale was on credit, the customer's account adjusts by itself. See customers and credit.
• You can keep returns and voids for yourself or managers only, using team permissions.
• If the device goes back to your supplier, a supplier return at the purchase cost adjusts the supplier account. See purchasing and suppliers.

Limits to know

Mobilat records the return and keeps the numbers straight, but it does not decide whether the customer is entitled to return, and it does not check the device with any outside party. The decision and the inspection are yours.

A written shop rule

Put a short note on the counter and in your staff WhatsApp group: the time window, the condition required, who approves, and what gets recorded. When staff know the steps, nobody says "no returns" and drags you into a dispute. You can practise the steps on a demo shop with Try it without signing up.

Summary

14 days without a reason in general, 30 days for defects, and a free replacement if the same fault keeps coming back. Know the window, note the phone's condition, and make sure every return is logged with a reason and a name. That protects the customer and you. See the plans on the pricing page, with a 14-day free trial and no card.