Delivery & Return

This policy applies to all purchases made through Cellonn.com and should be read together with our Terms & Conditions, Warranty Policy, EMI Financing Agreement, and Privacy Policy.

Exchange or Return of Goods

 

1. Return Policy

Eligible Returns

Customers may request a return within 7 days of delivery if:

  • The product is physically damaged upon delivery.
  • The product received is different from the product ordered.
  • The product has a manufacturing defect confirmed by the brand's authorized service center.
  • Essential accessories are missing from the package.
  • The product is dead-on-arrival (DOA), subject to manufacturer verification where applicable.

Non-Returnable Items

The following products are generally not eligible for return:

  • Products damaged due to misuse, neglect, liquid exposure, drops, electrical surges, or improper handling.
  • Products that have been repaired, modified, or tampered with by unauthorized persons.
  • Products with broken seals, removed serial number labels, altered IMEI numbers, or tampered packaging.
  • Software, digital licenses, activation keys, gift cards, subscriptions, and downloadable products.
  • Products purchased under final sale, clearance sale, liquidation sale, or special promotional offers where clearly disclosed as non-returnable.
  • Earbuds, AirPods, headphones, and other hygiene-sensitive products once opened, unless found defective.
  • Consumables and accessories where return restrictions are clearly stated.

Return Conditions

To qualify for a return:

  • The product must be returned in its original condition.
  • Original packaging, manuals, accessories, invoice, warranty card, and promotional items must be included.
  • IMEI numbers and serial numbers must match company records.
  • The product must not show signs of misuse, damage, or unauthorized repair.
  • Cellonn reserves the right to inspect and verify the product before approving a return.

Return Approval

Return requests may be approved, rejected, or converted to a replacement request based on inspection findings and applicable policies.

2. Cancellation Policy

Before Shipment

  • Orders may be cancelled free of charge before dispatch.
  • Approved cancellations will be refunded according to the Refund Policy.

After Shipment

  • Cancellation requests submitted after dispatch may not be accepted.
  • Customers may refuse delivery only where permitted under applicable laws and company policies.
  • Shipping and logistics charges may be deducted where legally permissible and previously disclosed.

EMI Orders

For Cellonn-financed EMI purchases:

  • Cancellation is permitted before shipment.
  • Once the product has been delivered, the EMI agreement becomes active.
  • Delivered EMI orders may only be cancelled through an approved return process.

3. Refund Policy

Approved Refunds

Refunds will be processed only after:

  • Returned products are received.
  • Product inspection is completed.
  • Return eligibility is verified and approved.

Refund Timelines

Estimated refund timelines are:

Payment Method Processing Time
UPI 3–7 Business Days
Bank Transfer 3–10 Business Days
Credit/Debit Card 5–15 Business Days
EMI Down Payment Refund 7–15 Business Days After Approval

Actual timelines may vary depending on banking institutions and payment service providers.

Deductions

Where legally permissible and disclosed, Cellonn may deduct:

  • Missing accessories
  • Missing original packaging
  • Physical damage occurring after delivery
  • Damage affecting resale value
  • Reverse logistics or pickup charges

Any deductions will be communicated before refund processing.

Refund Method

Refunds will generally be issued to the original payment method used during purchase unless otherwise required by law.

4. Shipping Policy

Delivery Coverage

Cellonn delivers products across India, subject to courier service availability and serviceable pin codes.

Order Processing Time

  • Orders are generally processed within 1–2 business days after successful payment verification.
  • Additional verification may be required for high-value purchases and EMI orders.

Estimated Delivery Timelines

Location Estimated Delivery
Metro Cities 2–5 Business Days
Tier 2 Cities 3–7 Business Days
Remote Areas 5–10 Business Days

Delivery timelines are estimates and may vary due to factors beyond our control.

Delivery Verification

For high-value products, Cellonn may require:

  • OTP verification
  • Government-issued ID verification
  • Signature confirmation
  • Delivery photographs for proof of delivery

Open Box Delivery

Open Box Delivery is strongly recommended for:

  • Mobile Phones
  • Smartphones
  • Laptops
  • MacBooks
  • Tablets
  • Smart TVs

Customers should inspect the package during delivery and immediately report any visible damage, missing items, or incorrect products.

Claims reported after delivery may require additional verification.

5. EMI Terms and Conditions

Down Payment

  • A minimum down payment of 30% of the product value is required before order processing.
  • Higher down payments may be required based on internal eligibility assessments.

Available EMI Tenures

Customers may choose from:

  • 6 Months
  • 9 Months
  • 12 Months

Subject to approval and product eligibility.

EMI Due Dates

  • Monthly EMI payments must be made on or before the agreed due date.
  • Payment reminders may be provided as a courtesy but do not alter payment obligations.

Late Payment

  • Late payment charges may apply where disclosed in advance and permitted under applicable law.
  • Continued delays may affect future financing eligibility.

Default

In case of repeated missed payments or breach of financing terms:

  • EMI facilities may be suspended.
  • Outstanding balances may become immediately payable where permitted by law.
  • Lawful collection procedures may be initiated.
  • Other remedies available under applicable agreements and laws may be exercised.

6. Anti-Fraud Policy

To protect customers and prevent fraudulent claims, Cellonn implements the following measures:

Product Verification

  • All IMEI numbers are recorded before dispatch.
  • All serial numbers are recorded before dispatch.
  • Product condition is documented before shipment.
  • Dispatch records are securely maintained.

Packaging Verification

  • Packaging inspections may be conducted before shipment.
  • Dispatch videos and photographs may be maintained.
  • Packaging records may be retained for verification purposes.

Return Verification

  • Returned products are inspected thoroughly.
  • Return opening and inspection may be video recorded.
  • Serial numbers and IMEI numbers are verified against dispatch records.

Fraudulent Activities

The following may result in claim rejection, account suspension, order cancellation, or legal action:

  • Product swapping
  • Accessory swapping
  • False damage claims
  • False non-delivery claims
  • Chargeback abuse
  • Forged documentation
  • Tampering with serial numbers or IMEI labels
  • Any other fraudulent activity

Cellonn reserves the right to cooperate with law enforcement authorities and pursue legal remedies where necessary.

Contact Us

Cellonn.com

Email: support@cellonn.com