Changing your mind / purchasing the wrong product by mistake
If you change your mind after making a purchase or realise you have purchased the incorrect item. You need to send the product back to us within seven working days from the date of delivery. (Repair Parts and Sales items can't exchange or refund in a change of mind)
Exchange Terms/Steps:

  • The Buyer will pay the postage for the returned item.
  • We will deduct a 20% restocking fee/Admin fees from the purchase price and issue a credit coupon. The Buyer can use that coupon for purchasing the new item.
  • If the Buyer wants a refund, we will deduct 35% admin/restock fees from the total purchase price and refund the amount to the Buyer.

Cellmart will offer you a Credit Coupon or refund provided that:
The item is in a re-saleable condition, meaning that:

  • It is in its original packaging, including instruction manuals and all accessories; and
  • It is unworn, unopened, unused and in its original condition.
  • If these requirements are not satisfied, Cellmart reserves the right not to offer a Credit Coupon/refund for change of mind returns.

Repair Parts - Please choose carefully as we are not obliged to refund or exchange due to a change of mind in Repair parts Categories.

Incorrectly supplied products
Suppose we have accidentally provided the wrong product. In that case, Cellmart Limited will supply the correct product (where it is available) or issue a credit/refund.
The incorrect product will first need to be returned to us. Cellmart Limited will send the shipping label to you in an email, and you can print the shipping label and put it on an empty bag. You can give this parcel to any NZPOST shop or book the pickup from your home/office at 0800268743
In this scenario, we will need to be notified within three working days of the purchase/delivery, and the incorrect product supplied must be in a resalable/unused condition.

Products damaged in transit
Suppose your product has been damaged during transit to your delivery address. In that case, we will replace your product or issue a credit/refund where a suitable replacement is not available.
The Customer is responsible for inspecting all goods received from Cellmart Limited upon arrival. When goods have been damaged in transit, the Customer must report this to Cellmart Limited within three days of receiving the product with the damaged product and packaging photos. Failure to report physical damage on arrival within three days of receipt may deny a warranty for physical damage.

Products that are faulty upon arrival / first use
Suppose the product you received is defective upon arrival / first use. In that case, Cellmart Limited will either repair or replace your product or issue a credit/refund where a suitable replacement is not available.

  • It will need to be returned to us to test and confirm that it is defective.
  • If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
  • Contact us within three working days of the purchase/delivery for all returns of this nature.
  • Cellmart Limited will send the shipping label to you in an email, and you can print the shipping label and put it on an empty bag.
  • You can give this parcel to any NZPOST shop or book the pickup from your home/office at 0800268743

    Products that are faulty within the warranty period
    Suppose your product is defective or has stopped working as intended and is still within the warranty period. Cellmart Limited will repair or replace your product or issue a credit/refund where a suitable replacement is not available.

    • It will need to be returned to us to test and confirm that it is defective. 
    • Returns of this nature can be made any time within the warranty period.
    • The Buyer's responsibility is to cover any costs of returning the product to us.

    Testing fees and return freight
    If you return a product to us that is not faulty, you may be liable for a testing fee of $30 and freight charges to return the product to you.

    Late or missing refunds (if applicable)
    Suppose you pay by Credit Card, PayPal, Afterpay, Klarna, Laybuy, GenoaPay and Humm. In that case, you will receive the refund on your credit card or bank directly from them. If you have paid in our bank using Poli or internet banking, please provide your bank account details for the refund. If you haven't received a refund yet, first recheck your bank account.

    • Then contact your credit card company. It may take some time before your refund shows in your account.
    • Next, contact your bank. There is often some processing time before an amount is shown in the bank account.
    • If you've done all of this and still have not received your refund, please contact us at sales@cellmart.nz.

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

    Gift Card 
    This Gift card is non-refundable, cannot be redeemed for cash and includes GST. Lost or stolen gift cards are the responsibility of the holder. The remaining gift card balance can check online.

    Shipping
    To return your faulty product, you should mail your product to CellMart Limited, PO Box 76139, Manukau, Auckland 2241, New Zealand

    • You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will deduct from your refund.
    • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
    • If you are shipping a faulty item, 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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