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Delivery Options

Delivery Option Courier Type Delivery Times Delivery Costs
Standard delivery UPS Next working day before 5pm £7.50
Priority delivery UPS Next working day delivery before 12pm £18
Saturday delivery UPS Saturday delivery before 12pm £35

Standard Delivery - Next working Day

Most of the UK mainland addresses should receive their goods next working day. To qualify for Next Working Day delivery, you must place your order by no later than 14:00 (2pm). Please note that these times are not guaranteed, especially during busy periods. However, please note there are some exceptions. Your items will be sent out by courier (UPS) and will therefore require a signature.

Priority Delivery - Next Working Day before 12pm

Priority Delivery means that orders are treated as Priority Despatch and shipped by UPS Express Saver service.

Saturday Delivery - before 5pm

To receive your order on a Saturday you must place your order by no later than 14:00 (2pm) on Friday. However, please note there are some exceptions. Your items will be sent out by courier (UPS) and will therefore require a signature.

Exceptions:

Orders placed after 2pm on Friday will be despatched the following Monday and will arrive on the Tuesday. Orders placed on a bank holiday will be despatched for delivery on the next working day. UK next working day is not available on back orders. If your delivery address is in the Scottish Highlands & Islands, Isle of Man and Northern Ireland, delivery times may be extended. If you place your order after 2pm, next day delivery cannot be guaranteed.

When will my order be despatched?

All items available in stock will be despatched within 24 hours of your order. We ship our products between Monday and Friday, so if your order is placed by 2pm it will be shipped the same day you order it.

Delivering to your address

Once an order has been processed the delivery address for that order cannot be changed. We are also unable to redirect mail once an order has been processed. For these reasons please supply us with a delivery address where there will be someone in to sign for your parcel. If there is nobody in when the courier arrives, they will leave a card. You can then phone them to arrange delivery for another day or collect your goods from your local depot. Please Note: Deliveries cannot be made to PO Box addresses.

Can you deliver to a different address than my billing address?

Yes. This could be your work or another residential address. If you are inputting a work address please ensure you always put the name of the Company or Organisation in the address field, as well as the contact name to ensure it is successfully delivered.

For business purchases, Cel-Fi can send to designated customer addresses on your behalf.

What if my parcel is late / has not arrived?

If a delivery time has been arranged with a carrier and the parcel has not been delivered within the expected time or is excessively late, please advise us via our contact us page or email us at support@cel-fi.co.uk. We will contact the carrier to establish the whereabouts of the parcel and get your delivery to you as soon as we can.

My parcel has arrived damaged.

If you have a problem with a delivery or with goods damaged in transit please send us an email: support@cel-fi.co.uk. When the items are delivered via UPS, you will be asked to sign for the goods as acknowledgment of receipt. If no comments are made at the time reservation, the parcel is considered as delivered in good condition and subsequent claims or complaints will not be accepted by Cel-Fi.

What if no one is in to accept delivery?

If no one is available to sign for the delivery our couriers may attempt to leave it with a neighbour. Please note, they will not complete delivery without a signature of confirmation. Should this be the case a card may be left to advise you, or to confirm that your parcel has been returned to the local depot. The contact details for the delivery courier will be on the card, so you can contact them to arrange collection or to schedule a new delivery date. Please note if you specifically request that goods are left in a safe place via the courier notes, Cel-Fi cannot claim for missing items or damage to your parcel. As a result, we strongly recommend that you collect your parcel from a local delivery depot or instruct the courier to leave your parcel with a trusted neighbour.

What delivery carriers do you use?

We use UPS.

Error on Invoice

Should any mistakes appear on your invoice, please inform support@cel-fi.co.uk if the received items do not comply in nature, quality or quantity to what was ordered and invoiced.

Force Majeure Events

Should couriers be on strike or should any "force majeure" event occur and slow down or stop the delivery of parcels, Cel-Fi will do its best to inform the customer of the status of the shipment.

What is the Cel-Fi Return or Exchange Policy?

At Cel-Fi we hope that you love every product that you receive from us, however, should you wish to, you may return items purchased from Cel-Fi to us within the first 14 days from the day of delivery. We will happily exchange your product (for equal or lesser value) or give you a full refund (minus any shipping charges). Please ensure that item(s) are returned in their original packaging in the same new condition that they were sold to you, including all packaging, parts, accessories, manuals and documentation. If the product is returned as incomplete we cannot relist it and therefore cannot offer a full refund. We do not charge restocking fees, however you will have to pay the cost of shipping your product back to us. We do not accept any postage paid for return shipments. Cel-Fi reserves the right to return incomplete items back to you. Cel-Fi recommends that you use a shipping method that offers parcel tracking in order to help us with the timeframe of your return as well as guarantee that your goods arrive to us. Cel-Fi cannot be held responsible for the non-delivery of returned items and as the addressee cannot open an enquiry with the delivery service.

Warranty Policy

Please note that only products that have been returned to Cel-Fi within 14 days (or 30 days for faulty goods) will be eligible for a refund. If your product develops a manufacturer fault after the first 30 days it may be covered through a manufacturer's warranty. If your item(s) are covered under a manufacturer's warranty, you have a right to return the goods to us so that we can send them off to be repaired or replaced. No refund can be processed after the 14 day period (or 30 days for faulty goods). Cel-Fi can handle the warranty process for you. Please be aware that the Warranty process will include:

  • Cel-Fi processing the return
  • Cel-Fi sends the goods to the manufacturer
  • Manufacturer processes the return
  • Manufacturer repairs the product (can take up to 30 days)
  • Cel-Fi receives the goods from the manufacturer
  • Cel-Fi sends the goods to the customer

How do I Return an Item?

If you are not satisfied with your purchase and wish to return or exchange an item, our guidelines below should help you through the process. We have four returns options:

  1. Product not required - unwanted product
  2. Exchange required
  3. Faulty product / Dead on arrival
  4. Not ordered

Returning an Unwanted Product

You are entitled to return unwanted products within 14 days from purchase. Please return your item(s) back in its/their original packaging in the same new condition as when sold to you, including all packaging, parts, accessories, manuals, and documentation. Please ensure that you have read (section 15.0) of the terms and conditions and complete the returns form. Please send this with the goods to: Cel-Fi, Unit 44 Barwell Business Park. Chessington. Surrey. KT9 2NY. We recommend that you use a delivery method that offers parcel tracking in order to help us with the timeframe of your return as well as guarantee that your goods arrive to us. Please package your item(s) with shockproof material. There must be a sufficient amount of protection around the elements so that they do not touch the inner surfaces or move inside the box. If the product arrives damaged as a result or poor packaging we will not be able to restock the item and therefore will not be able to offer a full refund. We do not charge restocking fees, however you will have to pay the cost of shipping your product back to us. We do not accept any postage paid for return shipments. Cel-Fi reserves the right to return incomplete items back to you.

Exchange Guidelines

Exchange orders are processed within 3 - 5 business days once the returned item is received. If you are exchanging an item and prefer not to wait for the item to be processed, please place a new order for the replacement item and we can process the original order being returned as a refund. Once the returned item is received, your refund will be processed within 2 - 3 business days. If you are expecting a refund, we will issue the refund back to the appropriate account based on the original method of payment. Please understand that in may take 5 to 7 business days for the bank to process the credit to your account.

Faulty / Dead on Arrival Items

We will gladly issue a replacement for your defective/faulty items. You will be asked to return the item, or we might ask you for evidence of the defect through a photograph to advance the warranty claim process. Please complete the returns form, highlighting the issue and send this with the goods within the 30 day period to: Cel-Fi, Unit 44 Barwell Business Park. Chessington. Surrey. KT9 2NY. Please allow 3-5 business days for your claim to be processed. Once your claim is received and approved depending on the nature of the item and the stock availability, Cel-Fi will provide you with a replacement to the original item or another one of equal (or lesser) value. If you would like to receive the item more quickly, we are happy to ship the item with an expedited service at your expense. For faulty goods Cel-Fi may offer to pay your return shipment in the form of a credit note providing that you can show a proof of postage payment and providing that the postage cost does not exceed £10. Alternately Cel-Fi may offer to send its own courier to pick up the parcel from you. Please note that if a return is made for an illegitimate reason, the item may be rejected and returned to you at your expense. The reason for your return can be amended. If this occurs, Cel-Fi will inform you by e-mail and treat your return according to the new amended reason. Items will not be refunded if they are categorised as faulty as a result of

  • Misuse of the item.
  • Items opened or dismantled.
  • Damages, flaws, failures or defects due to external origins.

The customer service department at Cel-Fi is not an appraiser. Any device returned with flaws or defect problems that cannot be noticed by our quality service department may be sent to the appropriate manufacturer. In this case, the applied procedures will be the ones expressly recommended by the manufacturer.

Warranty Return Guidelines

If your product develops a manufacturer fault after the first 14 days it may be covered through a manufacturer's warranty, please check with the Nextivity warranty document. In order to process your warranty claim through Cel-Fi please follow the below guidelines:

  1. Ensure your goods are covered by the manufacturer's warranty and are within their warranty period.
  2. Please fill in the returns form highlighting that the product is faulty
  3. Package your item securely and completely with all original accessories (user's manual, cables, remote control etc) preferably in its original packaging even if it was opened. Please note that any item received in poor conditions may be considered as out of warranty.

We recommend that you use a delivery method that offers parcel tracking in order to help us with the time frame of your return as well as guarantee that your goods arrive to us. Please understand that Cel-Fi cannot be held responsible for any items lost or damaged in the post that have been returned without tracking, as the addressee we cannot open a lost parcel enquiry with the delivery service.

Please return your item to Cel-Fi, Unit 44 Barwell Business Park. Chessington. Surrey. KT9 2NY.

Please note that if your warranty claim is successful we will replace / repair / exchange your product and return it to you. Whether your product is in its warranty period or not, if the product fault is not covered within the manufacturer's warranty a quote may be issued for a repair/replacement or the item will be returned

Incorrect Item Received:

If you have received item(s) that do not match the one(s) that you have ordered according to your invoice/delivery note then please return the item(s) to us within 14 days of receiving the goods. Below are the process guidelines to follow

  1. Please fill in the returns form highlighting option 'H - Different from what was ordered'
  2. Package your item securely, as new and complete with all original accessories (user's manual, cables, remote control etc) in its original packaging. Please note that any item received in poor conditions may be considered used and invalid.

We recommend that you use a delivery method that offers parcel tracking in order to help us with the timeframe of your return as well as guarantee that your goods arrive to us. Please understand that Cel-Fi cannot be held responsible for any items lost or damaged in the post that have been returned without tracking, as the addressee we cannot open a lost parcel enquiry with the delivery service.

Please return your item to Cel-Fi, Unit 44 Barwell Business Park. Chessington. Surrey. KT9 2NY.

Once your claim is received and approved depending on the nature of the item, the available stock and your wishes, Cel-Fi will offer to provide you with the correct item or a replacement of equal value. If you would like to receive the item more quickly, we are happy to ship the item with an expedited service at your expense. For incorrect goods Cel-Fi may offer to pay your return shipment in the form of a credit note providing that you can show a proof of postage payment and providing that the postage cost does not exceed £10. Alternately Cel-Fi may offer to send its own courier to pick up the parcel from you. Cel-Fi reserves the right to reject the request or deduct the price of consumed, damaged or missing items at its own discretion.

Additional Information

Order deliveries that are returned to Cel-Fi due to non-delivery, incorrect or missing address information will not be entitled to a refund on delivery costs. Additional shipping charges may be incurred to re-ship the item(s)/order to the correct address. Orders returned from a customer without an RMA number / a person who has not previously informed our customer services may not be entitled to a refund. Items returned to Cel-Fi for non-payment of customs duties or taxes are non-refundable.

Further Questions

If you have any further questions or can't find your answer within our guidelines please contact us via our contact page or send us an email to: support@cel-fi.co.uk

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