Refund Policy

Return, Exchange & Refund Policy

Effective date: 01 September 2026

This Return, Exchange & Refund Policy applies to purchases made from CellArena (Cell Arena Electronics Trading LLC) through cellarena.ae or at our showroom at Gargash Centre, Deira, Dubai, United Arab Emirates.

This policy applies in addition to, and does not limit, any rights available to consumers under applicable UAE law.

1. Change-of-Mind Returns

We accept returns for an exchange or refund where you have changed your mind, provided that all of the following conditions are met:

• You submit your return request within 14 calendar days of receiving the item or collecting it from our showroom.
• The item is unopened, unused, undamaged and in resaleable condition.
• All original seals, shrink-wrap, labels, packaging, accessories, manuals, promotional items and complimentary gifts remain intact and included.
• You provide the original invoice, order confirmation, or another acceptable proof of purchase.
• The item is not excluded from return under Section 2 below.

The 14-day period starts on the date the item is delivered to you, received by your nominated recipient, or collected from our showroom.

For hygiene, security and resale reasons, we cannot accept a change-of-mind return once a product’s factory seal has been broken, its packaging has been opened, or the product has been activated, paired, configured, used, or registered.

2. Items Not Eligible for Change-of-Mind Return

Unless the item is defective, incorrectly supplied, or otherwise required by law, the following are not eligible for return, exchange or refund:

• Opened, activated, used, registered or unsealed mobile phones, tablets, smartwatches, laptops, gaming consoles, headphones, accessories or other electronics.
• Products with removed, altered or damaged serial numbers, IMEI numbers, security labels or warranty labels.
• Software, digital products, downloadable content, prepaid cards, gift cards, top-up vouchers, SIM cards, eSIMs or products containing redeemable codes once supplied, revealed or activated.
• Earphones, earbuds, chargers, cables, screen protectors, cases and similar accessories once opened or used.
• Products returned without their original packaging, included accessories, manuals, gifts or proof of purchase.
• Products damaged because of misuse, accident, liquid exposure, unauthorised repair, alteration, improper installation, power-related damage, normal wear and tear, or failure to follow the manufacturer’s instructions.
• Clearance, open-box, display, special-order, customised or promotional products where the product page, invoice or offer terms clearly stated that the item is final sale.

Nothing in this section affects your rights in relation to a genuine manufacturing defect, incorrect supply, or a product that does not match its description.

3. Incorrect, Damaged or Defective Products

Please inspect your order as soon as possible after delivery or collection. If you believe that an item is incorrect, damaged on arrival, defective, incomplete, or materially different from its description, contact us promptly and, where possible, within 48 hours of receipt.

To help us assess the issue quickly, we may ask you to provide:

• Your order number or invoice;
• Clear photos or videos showing the product, packaging, serial number or IMEI number and the reported issue;
• A description of the fault and when it occurred; and
• Any error message, diagnostic result or other relevant information.

We may inspect the product or arrange an assessment by the manufacturer, authorised service centre, supplier or qualified technician. This assessment does not affect any mandatory rights you may have under UAE law.

Where a defect is confirmed and is not caused by misuse, accidental damage, unauthorised modification, or another excluded cause, we will provide the remedy required by applicable law. Depending on the circumstances, this may include repair, replacement, exchange, refund, or another appropriate remedy.

Where applicable law gives you a choice of remedy, this policy will not restrict that choice.

4. Manufacturer Warranty

New products are supplied with the official manufacturer warranty that accompanies the product, where applicable. Warranty duration, coverage, exclusions and service procedures are determined by the manufacturer or authorised distributor.

A manufacturer warranty does not replace your statutory consumer rights. It is also separate from change-of-mind returns.

For warranty claims, we may assist you in contacting the relevant manufacturer or authorised service centre. We may require the product to be inspected before approving a repair, replacement or refund. Please back up your data before submitting any device for assessment, repair or warranty service. CellArena is not responsible for loss of data, accounts, applications, settings or personal content stored on a device.

5. How to Request a Return

To request a return, exchange or refund, contact our support team before sending or bringing the item back.

Contact Details

Cell Arena Electronics Trading LLC
601 Gargash Center, Al Sabkha Road, Deira, Dubai, UAE
+971 4 251 5217
support@cellarena.ae

Please include your order number, contact details, the item you wish to return, and the reason for your request. We will provide instructions for showroom drop-off or return collection, where available.

Do not send an item back without our return instructions. Unauthorised returns may be refused or delayed.

6. Return Delivery Costs

If we supplied an incorrect item, or if a confirmed defect is covered by this policy or applicable law, CellArena will arrange or reimburse reasonable return delivery costs where appropriate.

For approved change-of-mind returns, you are responsible for the cost and safe return of the item unless we agree otherwise in writing. We recommend using a tracked, insured delivery method. You remain responsible for the item until it is received and accepted by us.

If an item is returned incomplete, damaged, opened, activated, or not in the condition required for a change-of-mind return, we may refuse the return or, where permitted, deduct a reasonable amount reflecting the reduction in value.

7. Refund Method and Timing

Once we receive and inspect an approved return, we will notify you of the outcome.

Approved refunds are normally issued to the original payment method:

• Card payments: refunded to the same card or payment account used for the order.
• Tabby payments: processed through Tabby in accordance with its payment and refund procedures.
• Cash-on-delivery payments: refunded by bank transfer to a UAE bank account in the purchaser’s name, unless another lawful method is agreed.

We aim to process approved refunds within 7 to 14 business days after the returned item has been received and approved. Your card issuer, bank, payment provider or Tabby may require additional time for the refunded amount to appear in your account.

Original delivery charges, express-delivery fees, cash-on-delivery charges and installation or service charges are non-refundable for change-of-mind returns once the service has been performed, unless the return is due to our error, a confirmed defect, or applicable law requires otherwise.

8. Exchanges

An exchange is subject to product availability and approval of the returned item. If the replacement item has a higher price, you must pay the difference before the exchange is completed. If it has a lower price, we will refund the difference in accordance with this policy.

We may offer a refund instead of an exchange where the requested replacement is unavailable.

9. Order Cancellations Before Dispatch

You may request cancellation before your order has been dispatched or prepared for collection. We will make reasonable efforts to accommodate the request, but cancellation may not be possible once the item has been allocated, processed, handed to a courier, or made ready for collection.

If cancellation is accepted, any refund will be processed using the original payment method and in accordance with Section 7.

10. Refused, Undeliverable or Uncollected Orders

If an order is returned to us because the delivery address was incorrect, the recipient was unavailable, calls were unanswered, delivery was refused without a valid reason, or a showroom order was not collected within the notified collection period, we may deduct reasonable delivery, return-shipping, handling or storage costs from any refund where permitted by law.

For cash-on-delivery orders, we may restrict future cash-on-delivery access where repeated orders are refused, uncollected or otherwise misused.

11. Consumer Rights

Nothing in this policy excludes, restricts or replaces any mandatory right or remedy available to you under the consumer protection laws of the United Arab Emirates.

If you believe an issue has not been resolved fairly, please contact us first so that we can attempt to resolve it promptly. You may also have the right to contact the relevant consumer-protection authority in the UAE.

12. Changes to This Policy

We may update this policy from time to time. The version published on cellarena.ae at the time you place your order will apply to that purchase, unless a change is required by law.

13. Contact Us

For questions about a return, exchange, warranty claim or refund, contact:

Cell Arena Electronics Trading LLC
601 Gargash Center, Al Sabkha Road, Deira, Dubai, UAE
+971 4 251 5217
support@cellarena.ae