Refund and Returns Policy

Thank you for shopping with us! We strive to provide the best quality products and customer service. If you’re not completely satisfied with your purchase, we’re here to help. Please review our refund and return policy below.

1. Return Eligibility

To be eligible for a return, the item must meet the following criteria:

• Condition: The product must be in new, or unused, and in resellable condition. This means no signs of wear or damage, and it must be in its original packaging with all accessories and documents (e.g., charger, manuals, etc.).

• Timeframe: Returns must be made within 7 days from the date of purchase.

• Proof of Purchase: You’ll need to provide a receipt or order number to process the return.

• The product must not have any iCloud or Samsung or any other accounts on or inked to it in any way.

Exceptions:

• Opened products such as sealed accessories, headphones, or software that have been used or activated cannot be returned.

• Damaged or defective products due to customer misuse are not eligible for returns.

• Products which have any iCloud or Samsung or any other accounts on it or linked to it in any way cannot be returned.

2. Non-Returnable Items

The following items are non-returnable and non-refundable:

• Gift cards

• Digital downloads (e.g., software, apps)

• Consumables (e.g., SIM cards, screen protectors)

• Opened accessories (e.g., earphones, chargers) Damaged or defective products due to customer misuse are not eligible for returns.

• Products which have any iCloud or Samsung or any other accounts on it or linked to it in any way cannot be returned.

3. How to Initiate a Return

To initiate a return, please follow these steps:

1.  Contact Us: Reach out to our customer service team at support@celltrader.co.za with your order number and the reason for your return. We’ll provide you with instructions on how to return your item.
2. Prepare the Return: Pack the product securely in its original packaging along with all accessories and manuals. Please ensure the product is undamaged and unopened for a smooth return process.
3. Ship the Product: Return the item using the return shipping method provided by us. We recommend using a trackable shipping service to ensure the product arrives safely.

4. Refunds

Once your return is received and inspected, and your refund is approved, we’ll send you an email to notify you that we’ve received your returned item. Your refund will be processed, and a credit will automatically be applied to your original payment method.

• Processing Time: Refunds are typically processed within 7-10 business days after we receive your returned item.

• Shipping Fees: Please note that shipping fees are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to a defective product or a shipping error on our part.

5. Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 24 hours of receiving your order. We will offer you the option of a replacement or a full refund depending on the situation.

Steps for Defective/Damaged Returns:

1. Provide photos of the damage or defect.
2. Send the item back to us using the instructions we provide.
3. Once we receive the item, we will process the refund or send a replacement.

6. Exchanges

We do not currently offer direct exchanges. If you want to exchange an item, you will need to return the original item for a refund and place a new order for the replacement item.

7. Sale Items

If the product you purchased was on sale or part of a promotion, it is eligible for a return under the same terms, provided it is within 7 days of the purchase date and in new condition.

8. Change of Mind

Unfortunately, we do not accept returns for change of mind (e.g., if you simply no longer want the item). Please ensure that you are satisfied with your purchase before completing your order.

9. Contact Information

If you have any questions about returns or refunds, or if you need assistance, please feel free to contact our customer support team:

• Email: support@celltrader.co.za

• Phone: 0827866586 (Whatsapp)