Cellco
Returns, Refunds & Warranty Policy
Your satisfaction matters to us. Here is exactly how we handle returns, refunds and warranty claims, in plain language.
7-Day
Refund Grace Period
From date of purchase or receipt of your device
12-Month
Warranty Cover
Against manufacturing and functional defects
Who Qualifies for a Refund
7-Day Window
You have 7 days from the date of purchase, or from the date you received the device, to submit a refund request. Requests made after this window will not be eligible.
Proof of Purchase Required
To process a refund, you must provide valid proof of purchase along with a clear explanation of the issue. This helps us resolve your request as quickly as possible.
What Qualifies for a Refund and What Does Not
Eligible for Refund
- Device has a technical or manufacturing defect
- Device was received in a damaged condition
- Request submitted within 7 days with proof of purchase
- Device returned in its original condition with all accessories
Not Eligible for Refund
- Change of mind
- Buyer's remorse
- Physical damage caused after collection or delivery
- Software issues caused by user actions
- Normal wear and tear consistent with graded condition
How to Request a Refund
Contact Us Within 7 Days
Reach out via email or WhatsApp within the 7-day grace period. Include your order details, a description of the issue, and photos where applicable.
Return the Device
Return the device in its original condition, including all original packaging, accessories, and your invoice. Devices returned incomplete may not qualify.
Inspection and Assessment
Cellco reserves the right to inspect and test the device before approving any refund request. This process typically takes 1 to 2 business days.
Refund Processed
Approved refunds will be processed via the original payment method. Processing times may vary depending on your bank or payment provider.
Original Payment Method
All approved refunds are returned via the same payment method used at checkout. EFT refunds may take 3 to 5 business days to reflect in your account.
Important: Cellco reserves the right to decline refund requests that do not meet the above requirements. All refund decisions are subject to device inspection by our team.
12-Month Warranty Coverage
Every device sold by Cellco is covered by a 12-month warranty from the date of purchase or receipt, protecting you against manufacturing and functional defects that arise under normal use.
12-Month Cover Period
The warranty runs for 12 months from the date of purchase or receipt of your device. Claims made after this period are no longer covered under this warranty.
Proof of Purchase Required
A valid invoice or order confirmation is required for every warranty claim, along with a clear description of the fault you are experiencing.
What's Covered and What Isn't
Covered Under Warranty
- Manufacturing defects present at time of sale
- Hardware faults arising under normal use, e.g. battery, charging port, buttons, speakers
- Screen or display faults not caused by impact or misuse
- Claims submitted within 12 months with valid proof of purchase
Not Covered Under Warranty
- Accidental damage, drops, cracked screens or liquid damage
- Unauthorised repairs or modifications by a third party
- Software issues, viruses, or damage caused by user actions
- Normal wear and tear consistent with the device's graded condition
- Devices with a tampered or missing IMEI/serial number
How to Submit a Warranty Claim
Contact Us With the Fault
Email or WhatsApp us with your order details, a description of the fault, and photos or a short video where applicable.
Send the Device In
Once approved for assessment, send the device to us with your proof of purchase. We'll confirm the return method and any costs involved upfront.
Diagnosis
Our technicians inspect and test the device to confirm the fault is covered under warranty. This typically takes 3 to 5 business days.
Repair, Replace, or Refund
Depending on the fault and stock availability, we will repair the device, replace it with the same or equivalent model, or issue a refund at our discretion.
Back Up Your Data First
Please back up your device before sending it in for a warranty claim. Cellco is not responsible for any data loss during diagnosis or repair.
Important: Warranty claims found to fall outside the covered conditions above may be subject to a diagnostic or repair fee, which we will always confirm with you before proceeding.
Have a Refund or Warranty Query?
Get in touch and we will sort it out as quickly as possible.