Refund policy

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RETURNS & REFUND POLICY

At Cellphone Plugs, we want you to be satisfied with your purchase. This policy applies to products purchased from our website and should be read together with your rights under the Consumer Protection Act and other applicable South African laws.

1. 30-Day Returns

Customers may request to return an eligible product within 30 calendar days after receiving it.

For a change-of-mind return, the product must be:

  • Unused and in its original condition;

  • Returned with its original packaging, accessories, manuals and promotional items;

  • Free from physical damage, scratches or signs of use; and

  • Accompanied by valid proof of purchase.

Cellphone Plugs may inspect the returned product before approving the return. Products that have been used, damaged, altered, repaired by an unauthorised party or returned incomplete may not qualify for a change-of-mind refund.

The customer is responsible for return delivery costs on change-of-mind returns.

2. Incorrect or Not-as-Advertised Products

If the product delivered is incorrect, materially different from what was ordered or does not match its description on our website, please notify us as soon as possible.

Cellphone Plugs will arrange for the product to be returned at our cost. Once the returned product has been received and verified, the customer may choose an appropriate replacement or a refund, subject to applicable law and stock availability.

3. Defective Products

If a product is defective, unsafe, not of acceptable quality or not reasonably suitable for its intended purpose, the customer will have the remedies available under the Consumer Protection Act.

Where applicable, a customer may return a defective product within six months after delivery and choose to have the product repaired, replaced or refunded, subject to the provisions of the Consumer Protection Act.

This does not cover damage caused by misuse, accidental or liquid damage, unauthorised repairs, negligence, incorrect installation, normal wear and tear or failure to follow the manufacturer’s instructions.

4. Refund Processing

Once a returned product has been received and approved, Cellphone Plugs will initiate the refund promptly using the customer’s original payment method.

Although we will process approved refunds as soon as possible, the time taken for the funds to appear in the customer’s account may depend on the bank, card issuer or payment provider.

Delivery charges will be refunded where the return results from an incorrect, defective or materially misdescribed product. Original delivery charges are generally not refundable for change-of-mind returns.

5. Non-Returnable Products

For hygiene, security and fraud-prevention reasons, certain products may not qualify for a change-of-mind return once opened or used, including:

  • Earphones, earbuds and other in-ear products;

  • Screen protectors that have been applied;

  • Software, digital products, airtime or activation codes;

  • Products that have been personalised or specially ordered; and

  • Products with removed, damaged or altered serial-number or IMEI labels.

This restriction does not remove any rights a customer may have where a product is defective, incorrect or not as advertised.

6. Returning a Product

Before returning a product, please contact our customer-support team and provide:

  • Your full name;

  • Order number or proof of purchase;

  • The reason for the return;

  • Photographs or videos showing the issue, where applicable; and

  • The product’s IMEI or serial number, where applicable.

Products must not be returned before receiving return instructions from Cellphone Plugs.

Customer Support

Telephone / WhatsApp:
+27 69 223 3413
+27 82 454 2542

Email:
sales@cellphoneplugs.co.za

Business Address:
West Tower, 2nd Floor
Nelson Mandela Square
Sandton, Johannesburg, 2146

Cellphone Plugs reserves the right to verify returned products and take reasonable measures to prevent fraudulent returns. Nothing in this policy limits or excludes any consumer rights that cannot lawfully be limited or excluded.