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Returns
Customer Service 02039358546
If you are not happy…
Smart Cellular pride’s its self on resolving problems and issues quickly and efficiently. We are happy to accept returns and issue replacements without delay. We will aim to process your return the same working day we receive it, if we can not offer a replacement we will issue a full refund.
If you are not 100% satisfied with your product we will happily replace or refund. Please note, all refunds and exchanges will only be honored if the item is sent back to us within 30 days from the date it was first delivered.
For a smooth return process, it's crucial to reach out to returns@smartcellular.co.uk.
Please note: Refunds can take up to 14 Working Days.
Please email us at returns@smartcellular.co.uk.
Important!
Before you return your device…
You will need to send the goods back via a trackable service (Please keep your receipt as proof).
We strongly advise you to document your device with clear images for your personal records. This not only helps us assess the fault but also ensures you have a secure record of your device's condition. Please ensure that the photographs capture the device in good lighting and include visible proof of the current date and the device's IMEI number. These images could serve as valuable evidence of your device's state should any disputes arise.
The postage will not be refunded via SmartCellular. Goods should be shipped back in suitable packaging, as we cannot be held responsible for any damage caused by insecure packaging.
We are pleased to offer you a complimentary shipping label which insures your item for a maximum of £150. This is our way of ensuring your return process is as convenient and hassle-free as possible.
To Print a Free Tracked Label please use the following:
https://www.royalmail.com/track-my-return#/details/3688
If the value of your device exceeds £ 150, it's your responsibility to secure additional insurance to cover the full value. Please note, we can only offer compensation up to the insured amount. We will refund the postage fee if the fault was present before dispatch, up to a maximum of £8.50. To facilitate this, provide proof of receipt.
It is advisable that you send any high-value units via registered special delivery post to ensure successful delivery, which insures the item on average of £750. Also, keep the receipt and tracking number for future reference, and before sending make sure that you take photographs of the packaging as well as the good.
Please note that our facility is closed during the weekends, therefore please avoid sending in on a Friday, as we would not be able to receive it the next day and the parcel may get stuck at the Royal Mail depot.
Please follow the steps below and make sure your phone is signed out of your iCloud account. We cannot process your return until this has been done. Any goods received with ICloud lock or pin lock will need be sent back as we can not accept passwords or pin over the internet for your security.
Tap Settings > Apple ID. Scroll down and tap Sign Out.
Tap Sign Out again, then tap Delete from My iPhone and enter your password.
Go back to Settings and tap General > Reset > Erase All Content and Settings.
If you turned on Find My iPhone, you might need to enter your Apple ID and password.
If asked for your device passcode or Restrictions passcode, enter it.
Then tap Erase [device].
If your device does not power on and you are unable to sign out of iCloud, please include your Apple ID and Password so we can reset the phone if we manage to power it on.
How to return your device
We recommend sending the device back to us via Royal Mail Special Delivery (or any tracked service) as this keeps the package insured and also provides you with a tracking number to confirm we have received your package.
Our return address is
Smart Cellular, Eliot Park Innovation Centre, 4 Barling Way, Nuneaton, CV10 7RH
Contact us on
returns@smartcellular.co.uk.
Cancellation:
When can I cancel?
If you have purchased your goods from Smart Cellular, we want to assure you that you have the right to cancel the contract and claim a refund without any hassle or extra charges (unless exceptions apply) within 14 calendar days of receiving the goods. However, we extend this period to 30 days from the date you have received it. Please note, this is not just working days, but calendar days from the date of receipt, making it even more convenient for you.
This allows you to examine the goods as you would be able to do in a retail store.
By law, you have a 14-day cancellation period from the day the goods are delivered to you. However, as a courtesy, we offer a 30-day period. This means that you can cancel your purchase and return the goods within this time frame. Weekends and public holidays are included in the 30 days. However, the cancellation period expires at the end of the following working day if the end of the 30 days falls on one of those days.
Upon receiving the returned goods or confirmation that the consumer has sent them, we will refund, repair, or replace your device within 14 days. This will be done if the device is found to be [this will depend if you have sent it back within 30 days and it is eligible for a refund, repair, or replacement]. Suppose we discover any fault(s) or supplementary fault(s) not previously mentioned and not covered by the 18 Month Warranty. In that case, your warranty will be voided, and we will arrange for your device to be returned to you at no extra cost.
If you are not using the complimentary label to return the item, you will have to pay the postage costs. A reimbursement is applicable up to a maximum amount of £8.50, but only if there is no fault with the device. To facilitate this process, please ensure that you provide us with proof of receipt.
You can lose your right to cancel if:
• Accidental or Intentional Damage: If the device suffers any form of damage due to being dropped, lost, or broken, whether intentional or accidental.
• Liquid Damage: In instances where the device incurs damage from liquids, leading to oxidation.
• Unauthorised Servicing: If the device has been opened, repaired, or diagnosed by any third party not authorised by the seller.
Rest assured, these conditions do not in any way diminish your statutory rights.
For any query related to cancellation email us at:sales@smartcellular.co.uk.
