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Refund + Returns Policy



This policy shall apply to all orders submitted through our website,


This document does not affect any statutory rights you may have as a consumer ( under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).


Repair Returns:

celltech offers a re-repair service on your phone twice after the original or initial repair.

If after this the mobile device is still faulty we will issue a refund (less any postage costs).

We may require to see the device and make sure it is faulty prior to the issuance a refund.

This policy excludes diagnostic and water damage related repairs, as mentioned below.

This policy does not relate to refurbished mobile devices sold by celltech. 

When refunding any payments made to celltech, they will be refunded to the original account/ place of origin for your security and our banking requirements .


Non-Refundable Repairs:

Some of our repairs are non-refundable, these are:

  • liquid damage repairs
  • liquid damage related repairs
  • diagnostic service, if you decide not to proceed with the fault that we have identified


14 Day Money Back Guarantee: refurbished phones

With all refurbished phones sold, we give our customers a 14-day money back guarantee, if you are unsatisfied with the device, you have 14 days to which you can return the mobile device, and get a refund. The 14 days starts from the day the customer receives the mobile device.

If for any reason the item is exchanged or repaired this does not restart the 14 days. The customer has 30 days from the date they receive the phone initially to exchange the refurbished mobile device, after these 30 days, the device can only be returned for repair.


Accessory Returns

If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

  • we receive the returned product within 30 days following the date of dispatch of the product to you;
  • the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as brand new, new again;
  • you comply with the procedure set out in this policy in relation to the return of the product; and
  • none of the exclusions set out in this policy apply.


Returns procedure

In order to take advantage of your rights under this policy, you must contact us to obtain

  • a return authorisation number, complete the celltech cancellation form,
  • and send the product, completed cancellation form and authorisation number to us at the address below.
  • Products returned under this policy must be sent by Royal Mail Signed For delivery on all orders to

celltech labs, 94 High Street. Kings Heath, Birmingham, West Midlands, B14 7JZ

  • You will be responsible for paying postage costs associated with returns under this policy.



The following kinds of products may not be returned under this policy:

  • DVDs, CDs and other audio or video or audio-visual recordings;
  • computer software (whether on CD-ROM, DVD-ROM or otherwise);
  • any product made to your specification;
  • any bespoke product made to order;
  • any product personalised or adapted for you;
  • gift vouchers; or
  • special offer and discounted products



  • We will offer a refund for the price paid to us in respect of any product properly returned, in accordance with this policy.
  • We will not refund the original delivery charges relating to the returned product.
  • We will not refund any costs incurred in returning the product to us.
  • When refunding any payments made to us, they will be refunded to the original account/ place of origin for your security and our banking requirements .
  • We will process the refund due as soon as possible and, in any event, within 30 days following the day we receive the returned product.


Improper returns

If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

  • we will not refund the purchase price or exchange the product;
  • we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
  • if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.


Our details

This website is owned and operated by www.celltechmobilerepairs.co.uk.

Our location of business is:

celltech labs, 94 High Street. Kings Heath, Birmingham, West Midlands, B14 7JZ

You can contact us by writing to the address given above, by using our website contact form, by telephone on

0121 444 4066  or  0121 444 4448

        or by email: