Thank you for shopping with CellMyPhone. We take pride in providing high-quality refurbished devices to our customers. This policy outlines your rights regarding refunds, returns, and our 24-month warranty.

 

1. Change of Mind Returns

 

If you have changed your mind about a product you have purchased, we will gladly offer you a refund or exchange within 14 days of receipt of your order, provided that:

•       The item is returned in its original packaging, in the same condition as it was received

•       The item is returned with all accessories and documentation included

•       The item has not been used or damaged in any way

•       The return is made within 14 days of receipt of your order

We do not offer refunds for change of mind on items that have been personalised or customised in any way.

For change of mind returns made after the initial 14-day period, a restocking fee of 10% of the original purchase price will be deducted from the refund amount.

 

2. 24-Month Warranty

 

All refurbished devices sold by CellMyPhone — across all condition grades (As New, Excellent, Very Good, and Good) — are covered by our 24-month warranty from the date of delivery. This warranty covers hardware defects that are not caused by the customer.

Please note: The 24-month warranty applies to all items purchased from 1 February 2026 onwards. Items purchased prior to this date are covered under the warranty terms that were in effect at the time of purchase.

 

What Is Covered

 

Our warranty covers defects in materials and workmanship, including but not limited to:

•       Motherboard or logic board failure

•       Charging port malfunction

•       Speaker or microphone failure

•       Touchscreen becoming unresponsive (not caused by physical damage)

•       Earpiece failure

•       Wi-Fi, Bluetooth, or cellular connectivity hardware failure

•       Power button or volume button failure

•       Rear or front camera hardware failure

 

What Is Not Covered

 

The following are expressly excluded from warranty coverage:

•       Battery degradation: Batteries are consumable components that degrade naturally over time with use. Reduced battery health or capacity is not considered a defect and is not covered under this warranty.

•       Physical damage: Including but not limited to cracked or shattered screens, dents, scratches incurred after delivery, bent frames, or damage caused by drops or impact.

•       Liquid damage: Any damage caused by exposure to water, moisture, or other liquids, regardless of any water resistance rating.

•       Screen burn-in: Image retention or burn-in on OLED displays resulting from normal use.

•       Software issues: Operating system errors, app crashes, or performance issues that can be resolved by a factory reset or software update.

•       Unauthorised repair or modification: Any device that has been opened, repaired, or modified by anyone other than CellMyPhone or our authorised technicians.

•       Accessories: Cables, SIM pins, and any other accessories included with the device.

•       Cosmetic wear: Normal wear and tear, including minor scratches or marks that do not affect the functionality of the device. As our devices are sold as refurbished, minor cosmetic imperfections noted at the time of sale are not grounds for a warranty claim.

•       Damage caused by misuse or negligence: Including use of incompatible chargers, exposure to extreme temperatures, or any use outside the manufacturer’s intended specifications.

 

Warranty Claims Process

 

If you believe your device has a hardware defect covered by this warranty:

1. Contact our team at info@cellmyphone.co.nz with your order number and a description of the fault.

2. Our team will troubleshoot the issue with you remotely where possible. Some issues may be resolved without the need to return the device.

3. If a return is required, we will provide you with return instructions. Return shipping for confirmed warranty claims is covered by CellMyPhone.

4. Once received, we will assess the device to confirm the fault is covered under warranty.

 

Repair & Replacement

 

Where a warranty claim is approved, CellMyPhone will first attempt to repair the device. If the device cannot be repaired to a satisfactory standard, we will replace it with a device of the same model and equivalent or better condition grade, subject to stock availability. If the same model is unavailable, we will offer an alternative of comparable specification or a refund at our discretion.

Please allow up to 10 business days for warranty repairs. We will keep you informed of progress throughout.

 

Warranty Conditions

 

•       CellMyPhone reserves the right to assess and verify any warranty claim before approving a repair or replacement.

•       Warranty coverage applies to the original purchaser only and is non-transferable.

•       Proof of purchase is required for all warranty claims.

•       Any device found to have been tampered with, repaired by an unauthorised third party, or damaged by the customer will void this warranty.

•       Replacement devices are covered for the remainder of the original 24-month warranty period.

 

3. How to Return an Item

 

To return an item, please contact our customer service team at info@cellmyphone.co.nz and provide your order number, the reason for the return, and whether you require a refund or exchange. Our team will provide you with further instructions on how to proceed.

You will be responsible for the cost of return shipping for change of mind returns. For faulty or defective items covered under warranty, CellMyPhone will cover return shipping costs.

 

4. Refund Processing

 

Once we have received your returned item, we will inspect it to ensure that it meets our return policy requirements. If your return is approved, we will process your refund or exchange within 3 business days. Refunds will be issued to the original payment method used for the purchase.

We reserve the right to refuse a refund or exchange if the returned item does not meet our return policy requirements.

 

5. Contact Us

 

If you have any questions or concerns about this policy, please do not hesitate to contact us at info@cellmyphone.co.nz.

6. Your Rights Under New Zealand Law

 

Nothing in this policy is intended to limit or override your rights under the Consumer Guarantees Act 1993 (CGA) or any other applicable New Zealand consumer protection legislation.

Under the CGA, goods sold to consumers come with automatic guarantees — including that they are of acceptable quality, fit for purpose, and match their description. If a product you receive from us fails to meet any of these guarantees, you may be entitled to a remedy (repair, replacement, or refund) regardless of the timeframes or conditions set out in this policy.

Our 24-month warranty and 14-day change-of-mind returns are offered in addition to your statutory rights — not instead of them.

For more information about your rights, visit consumerprotection.govt.nz.