Return Policy

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 can enjoy the peace of mind that we offer a 7-day exchange policy (excludes sale items). 

You need to send the product back to us within seven working days from the date of delivery. The shipping for the return will also be at the cost of the buyer. Once we've received the item and our returns team confirms everything checks out OK, you will receive a credit Coupon (Exclude postage amount) which you can use to purchase a replacement item.

Please note:

-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.

Incorrectly supplied products

If we have accidentally provided the wrong product, Cellmart Limited will supply the correct product (where it is available) or issue a credit/refund.

The incorrect product will first need to return to us. Cellmart Limited will arrange the collection of the wrong product by courier.

In this scenario, we will need to notified within three working days of purchase/delivery, and the incorrect product supplied must be in resalable/unused condition.

Products damaged in transit

If your product has damaged during transit to your delivery address, 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. In instances where goods have damaged in transit, the Customer must report this to Cellmart Limited within three days of receipt of the product. Failure to report physical damage on arrival within three days of receipt may result in denial of warranty for physical damage.

Products that are faulty upon arrival / first use

If the product you received is defective upon arrival / first use, 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 so we can 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.

All returns of this nature contact us within three working days of purchase/delivery, and we can arrange the collection of your product by courier.

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 so we can test and confirm that it is defective. 

Returns of this nature can be made any time within the warranty period, and it is your responsibility 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 $30 and freight charges to return the product to you.

Late or missing refunds (if applicable)

If you pay by Credit Card, PayPal, Poli payment, Afterpay, GenoaPay, you will receive the refund into your credit card or bank directly by them. If you have paid in our bank using 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 shown in the bank account.

If you’ve done all of this and you 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 PO Box 23432, Hunters Corner, Papatoetoe Auckland 2155, 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.