Refund policy

RETURNS POLICY

At GENUINECCELL we want our returns policy to be transparent and hassle-free. That’s why we have 14 day no quibble returns for goods received by us in their original condition. We also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original unopened packaging within 14 days, and we will offer you an exchange or a credit note.

 

What To Do

Where you wish to return an item, you should first contact us by email at info@genuineccell.co.uk or by phone on 0114 551 3777 quoting your order reference number.

 

Items that are to be returned should be posted to:

 

Genuine CCELL 

UNIT 3-4 PARKWAY LINK

KETTLEBRIDGE ROAD

SHEFFIELD

S9 3AJ

 

Returns should be in original condition and packaging.

 

EXCHANGES

Should you wish to exchange your items for an equivalent item, we will exchange this for you on receipt of the original item.

Normal shipping rates apply to the replacement item.

Where the replacement item is a different price, we will either refund the difference or contact you to arrange for a top-up payment.

Replacement is subject to availability

 

REFUNDS

If you wish to return an item for a full refund, then we will refund you the amount paid within 7 days of the receipt of goods.

You may return unopened products in the original packaging within 14 days from the date in which you placed the order for a refund of the purchase price. Only qualified when the items are unopened, unused and in the original packaging; these may be returned for a refund (excluding shipping charges). 

In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original unopened packaging within 14 days, and we will offer you an exchange or a credit note.

When returning promotional items, all items included in the promotion (e.g. a gift, etc.) need to be returned. When promotional items included in the original order aren't returned, the value of the item will be deducted from the refund amount (excluding shipping charges). You will be responsible for shipping charges to GenuineCCELL for non-faulty items. Shipping charges are non-refundable.

Please note that any device which has been laser engraved is classed as a customised product made specifically to your order. As such, these items are non-returnable and non-refundable, except in the case of a manufacturing fault or defect.

 

FAULTY & DAMAGED ITEMS

Where you wish to return a faulty item, the procedure is the same as a refund or exchange. We may also require you to send us a digital photograph of the item for an initial assessment.

When an item is found faulty or needs to be returned through the error of GENUINECCELL we will refund the standard shipping cost of posting it back to us or arrange for a courier collection. However, for additional service delivery options, no refund will be given.

Refund, replacement, or repair is subject to an assessment of fault. This does not affect your statutory rights.