Orders & shipping

Do you have a showroom or offer pick-ups?

No. CELLiFY is an online store based in Sydney, NSW. We don’t have a showroom, so we can’t offer walk-ins or pick-ups. Every order is delivered to you by Australia Post.

Where do you deliver?

We deliver within Australia only, with Australia Post. Every order is tracked.

When will my order be dispatched?

Orders are dispatched within 1 business day. Orders placed on a weekend or public holiday are dispatched the next business day.

What delivery options do you offer?

  • Standard: FREE on orders of $100 or more, 2-6 business days. Standard delivery isn’t available on orders under $100.
  • Express: $5.99, 1-3 business days.

Deliveries to regional or remote areas may take a few extra business days. More detail is on our Shipping page.

What if my order is lost or arrives damaged?

Contact us and we’ll replace or refund it. We deal with the carrier, so you don’t have to.

Returns & refunds

Can I return a phone if I change my mind?

Yes. You can return a phone for change of mind within 14 days of delivery. A $30 restocking fee applies, but it’s waived if you choose store credit instead of a refund. To be accepted, the phone must be:

  • unlocked, with Find My (Apple) or your Google account removed
  • in its original condition
  • returned with the accessories that came with it

Can I return an accessory?

Unopened accessories can be returned within 14 days of delivery for a refund, with no restocking fee. Opened accessories can only be returned if they’re faulty.

How do I start a return?

All returns must be pre-authorised. Fill in our Return Form and, once your return is approved, we’ll email you a free prepaid return label. Please don’t send anything back until you’ve received it.

How long does a refund take?

Refunds go back to your original payment method, or to store credit if you chose it. We process them within 2 business days of receiving and inspecting your return. Your bank may take a further 3-5 business days to show the funds.

Read the full policy on our Returns & Refunds page.

Warranty & faults

Do your phones come with a warranty?

Yes. Every phone comes with CELLiFY’s own 12-month warranty.

What happens if my phone develops a fault?

  • Within the first 14 days after delivery: you choose a refund, a replacement or a free repair.
  • After that: we’ll repair it free of charge first. If it can’t be repaired, we’ll replace it with the same model or an upgrade. If we can’t provide a replacement within 14 days, we’ll refund you.

What isn’t covered?

The warranty doesn’t cover accidental damage, liquid damage or other damage caused by the user.

What about my rights under the Australian Consumer Law?

Our warranty is in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

How do I make a warranty claim?

Lodge a claim through our Warranty Claims form, or email support@cellify.com.au with your order number and a description of the fault. Please don’t send anything back until we’ve emailed you instructions. Full details are on our Warranty page.

Payments

What payment methods do you accept?

  • Credit and debit cards: Visa, Mastercard, American Express and JCB
  • Apple Pay
  • Google Pay
  • Afterpay

Do you accept PayPal?

No, we don’t accept PayPal.

Our Terms & Conditions apply to every order.

Phone conditions & what’s in the box

Are your phones new?

No. All our phones are refurbished and sourced in Australia from Sydney suppliers. Every phone is checked and tested before dispatch. Some phones may contain aftermarket replacement parts.

What do the condition grades mean?

Every phone is fully functional, whatever its grade. The grade describes how the phone looks:

  • Pristine: no noticeable signs of wear.
  • Premium: minimal signs of wear.
  • Great: visible scuffs or minor dings.

What’s in the box?

The phone and a charging cable. Every phone also comes with a free screen protector.

Accounts & order tracking

How do I track my order?

Every order is tracked. Once your order has been dispatched, you can follow it on our Order Tracking page.

Where can I see my orders?

If you have an account, sign in to My Account to view your orders and update your details.

How do you look after my personal information?

See our Privacy Policy for how we collect, use and protect your information.

Contact us

How can I get in touch?

Email support@cellify.com.au or use our contact form. We aim to reply within one business day.

Can I call you?

We don’t offer phone support. Email us any time at support@cellify.com.au or use our contact form. We aim to reply within one business day.

Who operates CELLiFY?

CELLiFY is a trading name of HSK Group Holding Pty Ltd (ABN 66 688 337 797). Our business address is Suite 12/208, Level 2, 29 Main Street, Rouse Hill NSW 2155. We sell online only.