Last Updated: November 2025

This page explains how returns, refunds, and warranties work at Cell Devices. Our goal is to provide a clear, fair, and transparent policy so every customer knows exactly what to expect when buying a refurbished device or using our services.

1. Returns for Refurbished Devices

Customers who purchase a device from Cell Devices may return it within fourteen days of receiving the product. The device must be returned in the same condition it was supplied in, without any new physical or liquid damage. All accessories originally included must also be returned. Once the device has been inspected and confirmed to be in its original condition, a full refund will be issued. Return shipping for a change-of-mind return is the responsibility of the customer unless the device is faulty on arrival.

If a device is faulty within the fourteen-day return period, we will cover the return shipping cost. Faults caused by accidental damage, liquid exposure, or misuse are not eligible for a refund and fall outside of this return window.

2. Warranty Coverage

All refurbished devices come with a Cell Devices warranty based on their grade. Grade A and Grade B devices include a twelve-month warranty. Grade C devices include a six-month warranty. Warranty covers technical faults that occur through normal use, such as internal component failure, touchscreen faults, button issues, charging problems, or battery performance significantly below acceptable levels.

Warranty does not cover accidental or physical damage, liquid damage, cracked screens, impact marks, damage caused by dropping the device, or faults caused by third-party repairs or software modification. Devices must be returned to us for assessment before a warranty claim is approved. If a device shows signs of physical or liquid damage, the warranty becomes void.

3. How Warranty Claims Work

Customers must contact us by email with their order details and a description of the issue. Once we receive the device, our technicians will run a full diagnostic test. If the fault is covered under warranty, we will repair or replace the device at no cost. If the device cannot be repaired and an exact replacement is unavailable, we will issue a refund for the original purchase price. If the issue is not covered under warranty, we will contact the customer with the findings and return the device if requested.

4. Trade-In Sales Are Final

When a customer sells a device to Cell Devices through our trade-in service, the sale becomes final after payment has been issued. Once payment is made, ownership transfers to Cell Devices permanently and the device cannot be reclaimed or reversed. This applies to both postal and local collection trade-ins.

5. Refunds for Services

Fees for local collection, such as the £30 collection charge for customers within twenty miles of Guildford, are non-refundable once the booking is confirmed. If the device cannot be purchased because it is untestable or severely damaged, the fee remains non-refundable as it covers travel and inspection.

6. Returns Shipping and Processing Times

Devices returned under the standard fourteen-day return window or warranty claim are normally assessed within two working days of arrival. Refunds are issued shortly after approval and usually appear in the customer’s account within one to five working days depending on the bank.

7. Contact Information

For returns, refunds, or warranty enquiries, please contact us at:
sell@celldevices.co.uk
Cell Devices, Guildford, United Kingdom.