Cellucom Group

Limited Product Warranty & RMA Return Policy

Effective Date: Sept 1, 2019 

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Policy Summary:

Customer can return merchandise for credit on account within the first 30 days from the date of purchase (excludes SIM cards, Specific brand-new Samsung series, and other non-merchandise items). Returned merchandise must be brand new, never opened or used in order to get credit. Defective items must have a replicable defect and reviewed by RMA department before credit or replacements are given. Items outside the 30-day return window must be addressed directly with the manufacturer.

Exceptions: BLU/MaxWest

Cellucom Group will handle all warranty issues associated with these products for up to 1 year (365 days) from purchase. Cellucom Group will issue a FULL credit refund within 30 days from the day of purchase if the items are brand new, never opened or used, and seal is intact. If the returned items have been purchased outside the 30-day window, are missing parts or manuals, physical damage or the phone or SIM card and charging ports, or the incorrect box is sent back; Cellucom Group will proceed with the exchange policy and deduction schedule as listed below.

Exceptions: *Specific brand-new Samsung series

Specific Samsung devices qualify for up to 1-year (365 days) warranty from purchase date through Authorized Samsung Repair centers. 

* To check devices’ warranty eligibility, refer to the specific product page.


Additional Details of the Cellucom Group Warranty and RMA Policy are listed below:

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Returns for Credit  

Cellucom Group offers a 30-Day from purchase return-for-credit policy. Products returned under the 30-day return policy must be in the same condition as purchased. Returns that are open or used will not be accepted for return-for-credit. Most products will be covered against D.O.A. (dead on arrival) and O.O.B (out of box) manufacturer failures and defects for this limited time after purchase. Customer is responsible for checking all products purchased for D.O.A. or O.O.B. failures upon receipt of items and items found to have D.O.A. or O.O.B failures 31 days or more after the purchase will not be accepted for return-for-credit.

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Defective Items Returns for Exchange

New, Like New, A/B/C Stock, Refurbished, and Factory Refurbished Handsets  – Handsets purchased from Cellucom Group can qualify for return under Cellucom Group Limited Warranty for period of up to 30 days from the date of sale to the Retailer, unless otherwise specified in handset products description at point of purchase. Any warranty issues outside the Cellucom Group thirty-day limited warranty must be processed through the brand’s (manufacture’s) respective RMA process which is posted on each respective brand’s website.   

                Exceptions: All BLU/Maxwest handsets carry a 1-year manufacturer warranty that is covered by the Cellucom Group warehouse. To address a defective handset, please submit a return merchandise authorization request using the process written below. 

***All products sold to the end user are subject to the retailer’s individual return policy.

No returns are authorized for products that are sold to a customer and then returned by the retailer outside the retailer return policy. All used, or open product returns must include the return/exchange receipt. ***  

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Return Merchandise Authorization (RMA) Process and Policies

1.        Equipment must meet specific requirements in order to qualify for a Return Merchandise Authorization (RMA). Retailers must obtain an approved RMA number before sending any products back to Cellucom Group.                         

A) To request an RMA login to Cellucom Group 

b) From the pull-down menu under your use name select “My account”

c) Click on “Your Orders”

d) Locate the order containing the item you would like to return, and open it

e) Locate your item, and select the visible blue colored “Return” button located near the product name

f) Complete the process by selecting the serial/ESN of your item as well as the return reason.

g) Confirm you return by selecting “Create”

h) Allow up to 2 business days for your RMA evaluation to be approved. Do not ship back returns without having a pre-approved RMA.

i) Once approved, you will receive an approval email, and a return label if applicable. 

j) Prepaid return labels are provided only for defective products. All products returned for credit must be shipped at the customer’s expense.  

2.        Approved RMA number must CLEARLY be written on the outside of the RMA box. Boxes that arrive without the RMA number clearly written on the outside of the box will be put into the unmarked box pile and Cellucom Group will not guarantee that the RMA will be processed within 10 business days.

3.        Equipment returns without an approved RMA will be sent back to the retailer at the retailer’s expense.

4.        If retailer RMA handset is found to be covered under the Cellucom Group Limited Warranty after evaluation by the RMA department the retailer will receive a set shipping credit of $5 on their Cellucom Group account for the first 10 phones, and $10 for 10+ phones.

6.        Approved equipment on RMAs will be replaced with the same model with the same condition that the original RMA handset arrived in. If equipment cannot be replaced with the same model, then the customer will be contacted to decide on a similar item of the same quality. Colors cannot be guaranteed, but we will do our best to match the original color.

            Cellucom Distribution Center; ATTN: RMA Returns

            4340 Lyman Dr

            Hilliard, OH 43026

            ***Ensure that you notate your tracking number to trace the package. Cellucom Group is not responsible for lost/damaged RMA returns.

k) Please allow up to 10 business days for RMAs to be processed once they are received by the warehouse.

2.        Approved RMA number must CLEARLY be written on the outside of the RMA box. Boxes that arrive without the RMA number clearly written on the outside of the box will be put into the unmarked box pile and Cellucom Group will not guarantee that the RMA will be processed within 10 business days.

3.        Equipment returns without an approved RMA will be sent back to the retailer at the retailer’s expense, or with their next order.

4.        If a label is provided by Cellucom, reimbursement for using your own label will not be provided.

5.        Approved equipment on RMAs will be replaced with the same model with the same condition that the original RMA handset arrived in. If equipment cannot be replaced with the same model, then the customer will be contacted to decide on a similar item of the same quality. Colors cannot be guaranteed, but we will do our best to match the original color.

6.        All equipment approved for RMA must be accompanied by the corresponding approved RMA form.

 

Approved Handset Conditions and RMA Approval Process for Exchange

In order to receive an approved RMA, the following conditions must be met.

1.        All RMAs received with the RMA number clearly written on the outside of the box will be immediately evaluated by the Cellucom Group RMA processing department.

2.        Equipment sold by the retailer and returned under retailer return policy must be accompanied by the return/exchange receipt.

3.        Equipment Must Have Replicable Functional Failures. Please be sure to describe issues fully and completely. Functional Failure Examples:

            a.        Dead on Arrival (D.O.A.) - handset has never been used and will not turn on. Handsets that show signs of usage are not considered to be D.O.A.

            b.        Either handset buttons, speaker, earpiece, or screen(s) are malfunctioning.

            c.        Functional failures must be able to be replicated by RMA inspection team. It is important that the correct functional issue is listed on the RMA form as the RMA processing team will only be looking for that failed during testing. Equipment that does not have replicable functional failures will be sent back to the retailer at the retailer’s expense.

4.        Items to Include with RMA

            a.        All original accessories, manuals, and packaging. RMA must be accompanied by APPROVED RMA request form.

                                                                           i.      RMAs missing original accessories, manual and packaging will be subject to RMA rejection.

                                                                          ii.      Cellucom Group may offer Incomplete RMA Fees instead of rejecting RMA as listed in the RMA Fee schedule.

Unacceptable Handset Conditions

Handset Conditions That Will Result in Immediate Returned/Rejected RMA:

1.        Handsets with broken, bleeding or cracked LCDs.

2.        Handsets that have been opened by retailer or customer or had tampering with inside parts and pieces or non-removable batteries.

3.        Equipment with cosmetic wear or customer’s abuse. This includes, without limitation, worn buttons, scratched screen or housing, cracked or damaged plastic components that have no functional issues, or bent or missing charging connectors.

4.        Equipment that arrives locked, password protected or with invalid software/OS systems that are not OEM, original software.

5.        Equipment with signs of water or other liquid damage. Seals on battery, battery back, and inside phone housing will be checked by the Cellucom Group RMA Processing Team for signs of damage. The charging port of the phone will be checked for corrosion that would occur with liquid exposure.

6.        Equipment that is returned to Cellucom Group without approved RMA paperwork.

7.        Handsets sold to customers and returned under the retailer return policy must be accompanied by the retailer original receipt and return/exchange receipt. If the Handset shows customer use and the retailer receipt is missing, then the RMA is rejected.

8.        Cellucom Group reserves the right to deny any and all RMA requests.

 

If Cellucom Group receives a handset which is NOT eligible for RMA the retailer will be given the option to have the handset returned at the retailer’s expense. If the handset remains unclaimed for 30 days after the retailer has been given notice of the rejected RMA the handset will become Cellucom Group property and be put into the Cellucom Group Handset Recycling Program. Cellucom Group reserves the right to deny and all RMA requests.

 

Not Covered Under Warranty

Cellucom Group limited warranty does not cover physical damage to the surface of the Handset, including breakage, cracks or scratches on the LCD screen, keypad or outside covering. Please refer to the terms of the applicable brand’s limited warranty for details. Cellucom Group will not issue repairs/replacements/credits for any returned Handset with broken or cracked screens or missing components.

 

Incomplete RMA Deduction Exhibit

Retailers may be offered to pay penalty fees for incomplete RMA instead of the Cellucom RMA Department immediately rejecting the RMA. 

Fees are offered to the retailer by Cellucom discretion only. Fees can be rejected by the retailer, and the handset RMA will be rejected, and the handset will be returned to the retailer at the retailer’s expense. Handsets that remain unclaimed for 30 days will become Cellucom Group property and put into the Cellucom Group Handset Recycling Program.

 

 

 Missing/Damaged Item

Additional Fee

Phone Missing Items

Additional Fee

Battery

15% of Purchase Price or current market price

Box

$15.00

Charger

10% of Purchase Price or current market price

Charger

$10.00

SIM Card

$4.50

Battery

$10.00

Other Components  (such Memory cards, screen protectors, included cases)

15% of Purchase Price or current market price

Manual

$10.00

New OEM Box or Manual

$10 each

 

 

Missing/Damaged/Oversize Box or Tab

$5.00