15 Day Guarantee – Return Policy
Cellcom Service Commitment
Choosing a wireless service provider is an important decision and we’re confident you’ll be satisfied with our network, devices and customer service. That’s why we offer our 15-Day Guarantee. If for any reason you’re not completely satisfied with Cellcom’s service, simply return the equipment within 15 days of purchase and pay for the service you’ve used (pro-rated fees, minutes of use, taxes, line-setup fee and any other charges to your account). However, you will not be charged an early termination fee provided you return all equipment. If you do not return the equipment as required or decide to cancel after the 15 day time period and before the expiration of the contract term, you are responsible for paying the pro-rated monthly access fee, minutes of use, taxes, plus an early termination fee and any other charges to your account. All promotional and instant equipment credits will also be forfeited.
Device Return Policy
You may return or exchange new wireless devices purchased from Cellcom within 15 days of purchase. Devices must be in "like-new" and working condition to be eligible for return. All contents, including devices, accessories and packaging, must be returned. A restocking fee of $50 applies to the return or exchange of a tablet or $35 for all other devices. Devices cannot be exchanged for reasons related to memory or color. No more than one exchange is permitted per customer, regardless of reason. Before returning or exchanging any wireless device that has data in its memory, please transfer all the data you wish to retain to another file source. Once the wireless device or accessory is returned, your data cannot be recovered. The possibility exists that applications downloaded onto a device prior to an exchange cannot be transferred to a replacement device. Cellcom will not be liable for any purchase price or other fee paid for any lost application(s).
In the event of an equipment purchase refund, you will receive payment in the form of your original payment (cash, check, credit card or gift card in the amount of a credit). To receive a full refund or credit, all equipment that is purchased through an authorized Cellcom agent must be returned to the same agent location. Equipment that is purchased through a Cellcom retail location must be returned to a Cellcom retail location.
Sometimes a device may malfunction as a result of a manufacturing defect. While these issues are covered outside of our return and exchange policy, Cellcom will gladly work with you to determine the best course of action for your particular situation while complying with the conditions of the manufacturer’s warranty (if applicable).
Over the Phone Returns
If you purchased equipment from a Cellcom representative over the phone, please follow the directions below:
- Product must be re-packaged with all parts in the original box.
- Return the equipment within 15 days of delivery date by certified mail, UPS® or FEDEX® * or return the device to a Cellcom retail location.
C/O Distribution Center
1556 Mid Valley Drive
De Pere, WI 54115
Prior to shipping your phone, if you are disconnecting your service, please call Cellcom’s Customer Care Department at 800-236-0055 to deactivate your device and to ensure proper service credits. Upon receipt of the equipment, your account will be credited.
*Cellcom is not responsible for lost, damaged or stolen items.
Accessory Return Policy
Cellcom will provide a full refund for your returned accessory. The item must be returned within 15 days and be accompanied by the original receipt. The returned accessory must be in “like-new” condition. Technology driven accessories with software must be unopened. Accessory return policy may vary by agent location.