Returns & Refunds policy

1. Eligibility for Refunds

You may be eligible for a refund if the following conditions apply:

• Damaged or Defective Products: If the product you received is damaged, defective, or not working as intended, we will provide a full refund or replacement.

• Incorrect Item Received: If you receive an incorrect product, we will provide a full refund or send the correct product at no additional cost.

• Change of Mind: If you change your mind, we offer a refund within 14 days from the date of delivery, provided the product is in its unused, unopened, and resalable condition.

2. Non-Refundable Items

The following items are non-refundable:

• Opened or Used Products: Any product that has been used, opened, or altered is not eligible for a refund unless defective.

• Customized or Personalized Products: Products that have been customized or personalized according to your specifications are non-refundable.

• Gift Cards: Gift cards cannot be refunded or exchanged.

3. Refund Process

To request a refund, please follow these steps:

1. Contact Us: Reach out to our customer support team at contact@cellohub.com or 0333 880 8762 within 14 days of receiving your order. Provide your order number and a brief explanation of the reason for the refund request (e.g., damaged item, wrong item, change of mind, etc.).

2. Return Authorization: After reviewing your request, our customer support team will issue a Return Authorization (RA) number, along with instructions on how to return the product.

3. Return the Product: Once you have received the RA number, return the product in its original packaging, along with all accessories, manuals, and proof of purchase. The product must be unused, unopened, and in a resalable condition.

4. Refund Processing: After we receive and inspect the returned product, your refund will be processed within 5–7 business days. Refunds will be issued to the original payment method used at the time of purchase.

   • For Credit Card Payments: The refund will be credited back to your credit card.

   • For PayPal or Other Online Payments: Refunds will be processed via the original payment method.

4. Return Shipping Costs

• Damaged or Incorrect Items: If you received a defective or incorrect item, Cello Hub will cover the return shipping costs.

• Change of Mind: If you are returning an item due to a change of mind, you will be responsible for the return shipping costs.

5. Refund Timeframe

Once your refund is approved, please allow 5–7 business days for the refund to be processed. The actual time it takes for the refund to appear in your account may depend on your payment provider.

6. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you must follow the refund process and place a new order for the desired product.

7. Order Cancellations

You may cancel your order within 24 hours of placing it, as long as the order has not been shipped. If the order has already been shipped, you will need to follow the refund process upon receiving the product.

8. Contact Us

If you have any questions regarding our refund policy or need assistance with a return, please contact our customer service team:

Cello Hub
Email: contact@cellohub.com
Phone: 0333 880 8762
Address: 32 Lancaster Road Southall UB1 1NW ,United Kingdom

Thank you for shopping at Cello Hub. We are committed to providing you with excellent customer service and a seamless shopping experience!