Refund and Delivery Guidelines

Section 1 - Reimbursement management at Cell Expert

In our commitment to fully satisfy our customers, Cell Expert authorizes returns of merchandise up to 15 days after receipt of your order. Once the item is received, our experts carry out an assessment of its condition. If the item meets our original condition criteria, we will automatically issue a refund to your original payment method. However, please note that we reserve the right to refuse the refund if the condition of the returned product is not satisfactory.

Section 2 - Steps to Return a Phone

Before returning a phone to us, be sure to reset the device and turn off the location feature. For iPhones, follow the following path: Settings > General > Reset > Erase content and settings. To turn off location: Settings > Your name > Location > Turn off Find My iPhone.

For Samsung devices, go to: Settings > Global management > Reset.

If the location function remains active or if the device has not been reset upon receipt, additional charges may be applied by Cell Expert. Additionally, this could cause a delay in the refund process.

Section 3 - Return of an item, exchange or guarantee

To make a return, exchange or warranty claim, click on the account icon at the top right of the site. Once in your account, click on the order you wish to return and click request a return.

It is important to note that the item must be returned in its original condition and properly packaged to avoid damage in transit. We recommend using the original packaging provided when shipping.

Section 4 - Delivery Terms

At Cell Expert, we offer three delivery options in Quebec:

  1. Express delivery in 1-2 business days for orders from 0 to $150 at a rate of $9.99.
  2. Free express delivery in 1-2 business days for orders of $150 or more.
  3. Express delivery in 1-2 business days with signature required upon receipt at a rate of $14.99.

In order to facilitate delivery, please provide accurate information. The preparation of your order is generally finalized within one day after confirmation of the order. We have chosen Purolator as our delivery partner, guaranteeing express delivery in 1 to 2 business days in Quebec.

Please note that Cell Expert accepts no liability for any delay in delivery due to circumstances beyond our control, such as adverse weather conditions, transport problems or delays attributable to the carrier. However, we will make every effort to keep you informed and resolve any delivery issues promptly.

If you have specific delivery requirements or would like delivery to a region other than Quebec, please contact us before placing your order so that we can review available options and provide you with information on additional charges, delivery times and specific conditions.

We also encourage you to carefully check your delivery address before finalizing your order to avoid any returns or reshipments of packages.

Section 5 - Customer Service and Support

At Cell Expert, customer satisfaction is paramount. If you have any questions, concerns or need additional assistance, our customer service team is here to help. You can contact us by telephone at 1-877-771-2002 or by email at . Our dedicated team will endeavor to respond to your requests as quickly as possible and resolve any issues you may encounter.

We thank you for your trust in Cell Expert. We are committed to providing you with a pleasant, safe and transparent online shopping experience. Your satisfaction is our priority and we will be here to support you every step of your journey with us.

Thank you for choosing Cell Expert!