CANCELLATION & RETURNS

Celoexem Replacement Policy

Celoexem offers a replacement-only policy, subject to meeting the specified replacement criteria as per brand warranty terms. Replacement will be provided within the return window only for defective or damaged products.  

In cases where a wrong product has been delivered, we will accept the return after a Quality Check and initiate a refund. 

Post the return window, only repair support will be offered by the brand as per their warranty terms.

Policy Details 

 Damaged Product

  1. Picked At Store: Customers are advised to verify the condition of products at the time of purchase. Celoexem will not accept claims for damage or scratches once the product has been handed over to the customer.
  2. Home Delivery: If the product delivered is damaged, the damage must be reported before the product is activated or used. 
  3. We will initiate the replacement after completing the Quality check. If the product has been used or activated, the request will be rejected, and no refund / no replacement will be provided.
  4. If the QC check is passed:
    a. A replacement will be initiated if inventory is available.
    b. A refund will be provided if inventory is not available.

     

 Defective Product:

  For Appliances:

  1. We will arrange for the brand to inspect the product at the customer’s premises.
  2. Based on the confirmation received from the brand for the replacement, a replacement will be initiated.
    a. A replacement will be initiated if inventory is available
    b. A refund will be provided if inventory is not available.

  For Mobiles, Laptops, Desktops, Tablets, Accessories, and Other Carry-In Products:

  1. Customers will be guided to visit the nearest Celoexem store or the brand service centre to obtain a defect certification.
  2. Based on the confirmation received from the brand for the replacement, a replacement will be initiated.
    a. A replacement will be initiated if inventory is available.
    b. A refund will be provided if inventory is not available.

Wrong Product:

  1. If the customer receives a product that does not match the description on the product details page, we will facilitate a return and refund for the item after completing a quality check.

Cancellation Policy

  1. The customer can choose to cancel an order any time before it’s dispatched. The order cannot be cancelled once it’s out for delivery
  2. Celoexem reserves the right to cancel any order in case of unforeseen circumstances without any prior intimation to the customer and a full refund will be initiated for the order.

Warranty Policy

  1. The product must be installed exclusively by the Authorized Brand Service Centre to maintain warranty eligibility, and the customer must ensure installation is completed within 7 days of delivery.

Exclusions: 

  1. Gift Items: Gift items are not covered under warranty.
  2. Buyer’s Remorse: Issues such as heating, colour, size, feature-related dissatisfaction, or performance issues reported after the product has been used or activated are not eligible for replacement or return.

Additional Notes:

  1. All replacements and returns are subject to verification through Quality checks.
  2. Customers to retain original packaging and invoice for a seamless return or replacement experience.
  3. Refund will be processed within 2 working Days once the product is received by Celoexem. The applicable refund window may vary, from 5 to 7 working days, depending on the mode of payment used at the time of purchase.
  4. In case of digital products, which can store data, the customer must ensure that all personal information from the device is erased before processing the return. Celoexem shall not be liable in any manner for loss, misuse, or usage of such information.
  5. Replacement/Refund is not applicable for any software-related issues.
  6. Celoexem reserves the right to change or update the return policy without any prior notice.