Return/Refund Policy

 

Changing your mind / purchasing the wrong product by mistake
If you change your mind after making a purchase or realise you have purchased the incorrect item. You need to send the product back to us within 14 working days from the date of delivery. (Repair Parts and Sales items can't be exchanged or refunded in a change of mind.)
Exchange Terms/Steps:

• The Buyer will pay the postage for the returned item.
• We will deduct a restocking fee/admin fee of 20% or a minimum of $4.00, whichever amount is higher, from the product price (excluding the shipping fee, if any) and issue a credit coupon. The buyer can use this coupon to purchase a new item.
• Refunds will not be issued due to a change of mind.

Cellmart will offer you a Credit Coupon provided that:
The item is in a re-saleable condition, meaning that:

• It is in its original packaging, including instruction manuals and all accessories, and
• It is unworn, unopened, unused and in its original condition.
• Cellmart reserves the right not to offer a Credit Coupon for change-of-mind returns if these requirements are not satisfied.

Repair Parts - Please choose carefully, as we are not obliged to refund or exchange due to an incorrect purchase/change of mind in the Repair Parts categories.

Order Cancellations & Administrative Fees

We work hard to process and dispatch orders as quickly as possible. If you need to cancel an order due to a change of mind before it has shipped, you have two options for your refund:

1. Store Credit (No Fee): Receive 100% of your order value as Store Credit to use on a future purchase. 2. Cash Refund (5% Fee): Receive a refund to your original payment method, minus a 5% administrative fee. This fee covers the non-refundable payment processing charges billed to us by our payment gateways (e.g., Credit Cards, Afterpay, Zip).

Note: If CellMart is unable to fulfil your order for any reason, you will always receive a 100% full refund to your original payment method with no fees applied.

Screen Protectors - Screen protector application depends entirely on the person and the condition of the room. The bubble can appear if very tiny dust particles are on the screen. We do not give any warranty if the bubble is on the screen after applying the screen protector. Furthermore, please be aware that any breakage of the glass during the application process is also not covered under warranty.

Jewellery Return & Exchange Policy - Due to hygiene and personal care considerations, jewellery items are not eligible for return or exchange once they have been purchased. We encourage customers to review all product descriptions and details carefully before placing an order. If you have any questions or require additional clarification about a product, please contact us prior to purchase — our team will be happy to assist you.

This policy ensures that every jewellery item you receive is brand new and has not been worn or handled by another customer.

Incorrectly supplied products
Suppose we have accidentally provided the wrong product. In that case, Cellmart Limited will supply the correct product (where it is available) or issue a credit/refund.
The incorrect product will first need to be returned to us. Cellmart Limited will send the shipping label to you in an email, and you can print the shipping label and put it on an empty bag. You can give this parcel to any NZPOST shop or book the pickup from your home/office at 0800268743
In this scenario, we must be notified within three working days of the purchase/delivery, and the incorrect product must be in a resalable/unused condition.

Products damaged in transit
Suppose your product has been damaged during transit to your delivery address. In that case, we will replace your product or issue a credit/refund where a suitable replacement is not available.
The Customer inspects all goods received from Cellmart Limited upon arrival. When goods have been damaged in transit, the Customer must report this to Cellmart Limited within three days of receiving the product with the damaged product and packaging photos. Failure to report physical damage on arrival within three days of receipt may deny a warranty for physical damage.

Products/Items Missing
The Customer inspects all goods received from Cellmart Limited upon arrival. Suppose any product/item from the order is missing. In that case, the Customer must report this to Cellmart Limited within three days of receiving the order by emailing sales@cellmart.nz with the order reference number.

Products that are faulty upon arrival / first use
Suppose the product you received is defective upon arrival / first use. In that case, Cellmart Limited will either repair or replace your product or issue a credit/refund where a suitable replacement is not available.

• It will need to be returned to us to test and confirm that it is defective.
• If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
• Contact us within three working days of the purchase/delivery for all returns of this nature.
• Cellmart Limited will send the shipping label to you in an email, and you can print the shipping label and put it on an empty bag.
• You can give this parcel to any NZPOST shop or book the pickup from your home/office at 0800268743

Products that are faulty within the warranty period
Suppose your product is defective or has stopped working as intended and is still within the warranty period. Cellmart Limited will repair or replace your product or issue a credit/refund if a suitable replacement is unavailable.

• It will need to be returned to us to test and confirm that it is defective. 
• Returns of this nature can be made at any time within the warranty period.
• The Buyer's responsibility is to cover any costs of returning the product to us.

Testing fees and return freight
If you return a product to us that is not faulty, you may be liable for a testing fee of $30 and freight charges to return the product to you.

Parcel Returned Undelivered
If the package returned undelivered due to the wrong address or no one was at the address at the delivery time. The Buyer will pay the postage charges (we will calculate as per item) to redeliver the parcel. If the Buyer wants a refund, we will deduct 35% of the admin/restocking fees from the total purchase price and refund the amount to the Buyer.

Fair Use Policy

To protect our inventory management and operations, CellMart reserves the right to refuse service, cancel orders, or suspend the accounts of customers who demonstrate a pattern of repeatedly placing and cancelling orders.

Late or missing refunds (if applicable)
Suppose you pay by Credit Card, PayPal, Afterpay, Klarna, Laybuy or ZIP. In that case, you will receive the refund on your credit card or bank account directly from them. If you have paid in our bank using Poli or Internet banking, please provide your bank account details for the refund. If you haven't received a refund yet, first recheck your bank account.

• Then contact your credit card company. It may take some time before your refund shows in your account.
• Next, contact your bank. There is often some processing time before an amount is shown in the bank account.
• If you've done all of this and still have not received your refund, please get in touch with us at sales@cellmart.nz.

Sale items (if applicable)
Only regular-priced items may be exchanged/refunded. Unfortunately, sale items cannot be exchanged or refunded.

Return & Refund Policy for Digital Products

Please note that all our products — including kids’ stories, colouring pages, activity sheets, and other digital downloads — are non-refundable and non-returnable.

Due to the intangible and instantly accessible nature of digital items, we do not offer refunds, returns, or exchanges once a purchase is completed.

We encourage customers to read product descriptions carefully and contact us with any questions before purchasing. If you experience any issues accessing or downloading your file, please reach out — we’ll be happy to help you resolve it.

Return & Refund Policy for custom-made to order Items

All of our apparel items — including hoodies, t-shirts, jackets, mugs and other made-to-order products — are produced and shipped by our trusted production partner. We only accept returns or offer refunds if the item arrives damaged, defective, misprinted, or if you receive the wrong size or product. To be eligible, you must contact us within 7 days of delivery with your order number and clear photos of the issue. We do not accept returns or refunds for buyer’s remorse, wrong size ordered, colour variation due to device screen differences, or incorrect shipping addresses. As each item is custom-made to order, we cannot accept change of mind exchanges or general returns. By placing an order, you agree to these terms.

Gift Card 
This Gift card is non-refundable, cannot be redeemed for cash and includes GST. Lost or stolen gift cards are the responsibility of the holder. The remaining gift card balance can be checked online.

Shipping
To return your faulty product:

• You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
• Depending on where you live, the time it may take for your exchanged product to reach you may vary.
• If you are shipping a faulty item, consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.