Refund Policy


Refund Policy

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Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We also reserve our right to charge a restocking fee of 25% of the sale price or $25 which ever amount is higher.

If the product packaging has been opened then it would no longer be considered to be in a brand new condition. We reserve our rights to refuse a return or refund on any item found to be in an opened condition, has physical or liquid damage, and/or with missing accessories/parts or packaging.

Device dead on arrival - If by any chance you open the packaging of the device and it does not turn on try charging the device, if it is still inoperable please contact our customer service on support@cellsmart.com.au within one business day of receiving the item so we can arrange for the item to be returned to the manufacturer for a replacement. All of the contents and accessories should be returned to us in its original packaging

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Devices and Accessories with obvious signs of use scratches, marks or
general wear and tear on the housing or screen of the devices,
accessories that has been opened and used.
- Any item not in its original condition, is damaged or missing
accessories/parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery

If any of our devices are blocked by an Australian phone carrier service due to error or any other reason we will replace the device with the equivalent condition device once the affected device has been returned to us. Return shipping fees under $20 will be refunded via store credit.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@cellsmart.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@cellsmart.com.au

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, please contact our customer service by: support@cellsmart.com.au. Please DO NOT send your returns to our head office address which will be rejected and treated as undelivered.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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