Cancellation & Refund Policy

At Cellup, we ensure a hassle-free experience with our Pay on Delivery service. Our cancellation and refund policies are designed to provide you with flexibility and peace of mind.

Currently Available Payment Methods

We currently accept only Pay on Delivery via:

UPI Payment

Cash Payment

Cancellation Policy

Pre-Packing Cancellation

We understand that circumstances may change, and you might need to cancel your order. Orders can be cancelled directly through the app only until they reach the 'Packed' status. During this period:

  • No charges or penalties for cancellation before packing
  • Cancellation can be done through the app's order management section under 'My Orders'
  • No questions asked policy applies during this phase
  • You will receive an email confirmation of your cancellation request

Post-Packing Cancellation

Once an order is marked as 'Packed', our system enters the shipping phase. At this point:

  • Direct cancellation through the app is not possible as the order is in the shipping pipeline
  • Users can simply refuse the delivery when the product arrives
  • No payment will be collected for refused deliveries
  • Refusal of delivery must be noted with the delivery partner at the time of delivery
  • Refusal will trigger automatic cancellation in our system within 24 hours

Cancellation Restrictions

Please note the following restrictions on cancellations:

  • Orders marked as 'Out for Delivery' cannot be cancelled through the app
  • Custom or specially configured devices may have limited cancellation options
  • Bulk orders may be subject to different cancellation terms
  • Repeated cancellations may affect your account status

Return & Refund Policy

Return Eligibility

Our strict 3-day return policy is designed to protect both buyers and sellers. This policy applies to eligible products only:

  • Returns must be initiated within 3 days (72 hours) of delivery
  • Product must be in original condition with zero signs of usage or tampering
  • All accessories, manuals, and warranty cards must be included
  • Original packaging must be intact and undamaged
  • Device should not be activated or linked to any accounts
  • IMEI/Serial numbers must match the delivered device

Refund Process for Pay on Delivery

For eligible returns with Pay on Delivery orders:

  • If payment was made via UPI at delivery:
    • Refund will be processed to the same UPI ID
    • Processing time: 2-3 business days
    • Confirmation SMS/email will be sent once refund is initiated
  • If payment was made in cash:
    • Refund will be processed to your preferred UPI ID
    • Alternative refund methods can be discussed with customer support
    • Processing time: 2-3 business days after receiving refund details

Non-Refundable Scenarios

The following scenarios make a product ineligible for refunds:

  • Products returned after the 3-day window has expired
  • Devices showing any signs of physical or liquid damage
  • Products with missing or damaged accessories/packaging
  • Devices that have been activated or linked to accounts
  • Products with broken seals or tampering indicators
  • Devices with modified software or jailbroken/rooted status

Important Notes

  • All decisions regarding refunds are at the sole discretion of Cellup
  • We reserve the right to modify these policies without prior notice
  • For any disputes, the decision of Cellup management will be final and binding
  • Multiple return requests may trigger account review
  • False return claims may result in account suspension

Need Help?

For questions about returns or refunds, please contact our support team:

Email: support@cellup.in

Support Hours: Monday to Saturday, 9 AM - 6 PM IST