Refund policy

OnSCell Official – Terms & Conditions

Lay-By Policy

Cancellation of Lay-By

Lay-By orders may be cancelled by the customer at any time. However, the customer will forfeit 60% of the total amount already paid, and the remaining balance (if any) may be refunded at the discretion of OnSCell Official.

Payment Timeline

  • Customers must specify their preferred Lay-By payment period when starting the agreement.

  • OnSCell Official offers Lay-By periods of 3 to 6 months.

  • If no payment period is specified, the Lay-By will automatically be set to 4 months.

Stock Availability

  • The specific device selected for Lay-By may not be reserved immediately.

  • OnSCell Official will ensure stock is available closer to the agreed Lay-By completion date.

Notification

Customers must notify OnSCell Official at least 10 days before they intend to complete their Lay-By payment to allow sufficient time to prepare and secure stock.

Refunds & Returns

Used Phones

  • No returns or refunds will be accepted for used phones once they have left the store, except where a verified software-related fault exists.

  • If a software issue is confirmed, the device will be inspected and, where possible, exchanged for another device of the same value.

  • If a refund is approved, only 50% of the original purchase price will be refunded, regardless of how long the device has been used.

  • Customers are encouraged to inspect all used devices carefully before completing their purchase.

  • For courier orders, customers will receive full disclosure of the phone's physical and software condition before payment. Once the device has been dispatched, OnSCell Official will not accept claims relating to cosmetic condition.

New Phones & Other Unused Items

  • A full refund will be issued for unused items returned within 7 days of purchase, provided they are returned in their original packaging and condition.

  • Returns made after 7 days may qualify for a 70% refund, subject to inspection and approval.

Refund Process

  • Refund processing begins only after the returned item has been received and inspected by OnSCell Official.

  • Refunds will be processed only after the inspection has been completed.

Refund Refusal

OnSCell Official reserves the right to refuse any refund where an item shows evidence of:

  • Physical damage

  • Tampering

  • Unauthorised repairs

  • Jailbreaking or rooting

  • Software modifications

  • Water damage or misuse

Reservations

Payment Timeline

  • Reserved devices must be paid for on the agreed reservation date.

  • If stock is not yet available, customers will be contacted to make payment when the expected stock arrives.

Failure to Pay

If payment is not received on the agreed date, the reservation will be cancelled and the item may be sold to another customer. The original customer will need to wait for new stock.

Faulty Items & Warranty

Faulty Items

Customers may request an exchange for faulty items within 7 days of purchase. Every item will be inspected before an exchange is approved.

Software Warranty

New Devices

  • 12-month software warranty

Used Devices

  • 6-month software warranty

Warranty Exclusions

The warranty does not cover:

  • Physical damage

  • Cracked screens

  • Dents

  • Water or liquid damage

  • Customer misuse

  • Battery performance changes due to age or software updates

  • Third-party repairs

  • Unauthorised servicing

  • Lost or stolen devices

Hardware Warranty

Unless otherwise stated in writing, no hardware warranty is provided.

Accessories

All accessories are sold as final sale.

No refunds, exchanges, or warranties are provided on:

  • Chargers

  • Earphones

  • Phone covers

  • Screen protectors

  • Cables

  • Power banks

  • Other accessories

Courier & Delivery Policy

OnSCell Official uses trusted third-party courier companies.

Once a parcel has been handed over to the courier, responsibility for loss, theft, delay, or damage transfers to the courier company.

Customers should inspect their parcel immediately upon delivery and report any visible damage to both the courier company and OnSCell Official as soon as possible.

For used phones purchased through courier delivery, customers will receive a full description of the device's cosmetic and software condition before payment. Complaints relating to the disclosed condition will not be accepted after delivery.

Important Notes & Disclaimers

Inspection Rights

OnSCell Official reserves the right to inspect and verify all returned products before approving any refund, repair, or exchange.

Customer Communication

Customers are responsible for notifying OnSCell Official within the required timeframes regarding:

  • Lay-By payments

  • Refund requests

  • Warranty claims

  • Faulty item reports

Data Responsibility

Customers are responsible for backing up all personal data before submitting any device for repair, inspection, exchange, or warranty service.

OnSCell Official accepts no responsibility for the loss of personal data.

Software Updates

Customers are advised that updating iPhones older than the iPhone 11 Pro Max to the latest iOS version may affect battery performance or introduce software bugs. OnSCell Official is not responsible for software issues resulting from optional updates.

Right of Refusal

OnSCell Official reserves the right to refuse any sale, service, repair, or refund request where fraudulent, abusive, threatening, or dishonest behaviour is suspected.

Legal Ownership

Customers selling or trading devices to OnSCell Official confirm that they are the lawful owners of those devices and that the devices are not stolen or subject to any third-party claim.

Agreement

By purchasing from, reserving, or entering into a Lay-By agreement with OnSCell Official, you confirm that you have read, understood, and agreed to these Terms & Conditions.