Returns, Exchanges and Cancellations Policy

Policy Version: v1.0 | Effective Date: August 21, 2026

For previous versions of this policy, please contact us.

1. Eligibility for Returns & Exchanges

1.1 Products Eligible for Return or Exchange
Cellphones, tablets, laptops, Chromebooks, monitors, accessories, and other products purchased from CellularShack.ca may be returned or exchanged within 14 days of the delivery date. Returned or exchanged items must be in their original condition, unused, and include all original packaging, accessories, and proof of purchase.

All returns require a Return Authorization (RMA) number issued by us before shipping.

1.2 Non-Returnable or Non-Exchangeable Products
Products that are damaged, altered, or missing original packaging are not eligible for return or exchange.
Consumables, software, or products with activated software are non-returnable unless there is a manufacturer's defect.
Special Order items — items we do not stock and purchase from our supplier specifically for your order — are non-cancellable and non-returnable. Special Order status is shown on the product page and at checkout.
Devices must be returned unlocked, with all passcodes and iCloud, Google, and MDM locks removed.

1.3 Buyer Changed Mind (Brand New Items)

Condition of Return:
– If you change your mind and return a brand new item unopened and unused, it is eligible for a full refund minus a 3% transaction fee and shipping costs.
– If the original seal or packaging has been opened but the product remains unused, a 15% depreciation/restocking fee will be deducted from the refund amount in addition to the 3% transaction fee and shipping costs.
– Opened products that show signs of use may be subject to further deductions or may be considered non-returnable.

Return Shipping: Customers are responsible for both the original shipping and return shipping costs. Where free or promotional shipping was applied, the actual outbound shipping cost we incurred will be deducted from the refund. Please ensure the product is properly packaged to prevent damage during transit.

1.4 Buyer Changed Mind (Certified Pre-Owned or Open Box Products)
Certified Pre-Owned (CPO) and Open Box products must be returned in the same condition as received, with all original packaging and accessories, within 14 days.
A restocking fee of up to 15% may be deducted if the product has been used or activated. This fee is at the sole discretion of CellularShack.ca based on product condition.
Return shipping costs are the customer's responsibility unless the item is defective or not as described.
Exchanges: Defective Certified Pre-Owned or Open Box products can be exchanged for the same model, subject to availability. If unavailable, a store credit or refund will be provided.
Cosmetic condition on graded products is sold as described. Our warranty covers function, not appearance.

2. Return Process

2.1 In-Store Returns
Please visit our store with the product, original packaging, and proof of purchase. Our staff will assist you with the return or exchange process. In-store returns, exchanges, and warranty drop-off are free.

CellularShack.ca — The World BetterDeals Inc.
5555 Eglinton Avenue West, Unit 108, Centennial Park Plaza, Ground Floor
Toronto, Ontario M9C 5M1

2.2 Online or Phone Order Returns
Contact our customer service team at 647-932-2004 ext. 220 or email Retail@CellularShack.ca to initiate a return or exchange. You will receive an RMA number and return instructions within 1 business day.

Battery-powered ride-on products — electric scooters, e-bikes and similar — contain lithium batteries and cannot be returned by mail or parcel carrier (Canada Post). Contact us first and we will arrange a ground collection or an in-store return.

3. Refunds & Exchanges

Refunds will be processed to the original payment method after inspection of the returned item. Applicable fees (transaction or restocking) will be deducted.
Buy-now-pay-later fees: fees charged by Klarna, Afterpay, Shop Pay Installments and similar lenders are non-refundable in any case once the order has been shipped. Any refund issued will exclude these fees.
Refunds are processed within 4 business days of receipt. Please allow a further 2 to 4 business days after processing for the refund to appear in your account.
Exchanges depend on product availability. If unavailable, a store credit or refund will be offered.
Defective, damaged, or incorrectly shipped items: no fees apply and we cover shipping both ways. Report transit damage within 48 hours of delivery with photographs.

4. Warranty Information

4.1 Warranty Coverage by Product Type
Brand New: Covered by a 90-day store warranty from the date of delivery. Manufacturer warranty coverage varies by product and by source, and may not apply in Canada on all items.
Double Spade (our own brand): Covered by a 1-Year Limited Warranty from the date of delivery. Batteries, cells, ear tips, cushions, and cables are covered for 90 days.
Certified Pre-Owned Devices: Covered by a 60-day store warranty from the date of delivery.
Open Box Products: Covered by a 60-day store warranty from the date of delivery.
Batteries, power banks, and consumables: 30 days, defect only.
Clearance and Final Sale: 30 days, functional defects only.

4.2 Warranty Terms & Conditions
The store warranty covers manufacturing defects and hardware malfunctions under normal use. It does not cover:
Physical damage, liquid damage, or accidental breakage, including any damage showing evidence of external force.
Software issues, viruses, third-party apps, or unauthorized modifications.
Battery degradation from normal wear and tear.
Damage from improper use, unauthorized repairs, or modifications.
Normal wear and tear, including cosmetic scratches, fading, and frayed cables.
Damage from power surges, incorrect voltage, or non-certified chargers and cables.
Commercial, industrial, or rental use.
Products with a removed, altered, or illegible serial number or IMEI.

The warranty applies to the original purchaser and is non-transferable. A repaired or replaced product carries the remainder of the original term. Determination of the cause of a fault is made by us on inspection. Please back up your data before sending any device for service.

4.3 Warranty Claim Process
Contact customer service at 647-932-2004 ext. 220 or visit our store with proof of purchase and issue details.
Our team will assess your device and, if eligible, proceed with repair, replacement, or store credit based on availability. Credit is based on the lower of the purchase price or the current selling price. Repair, replacement, or credit is your sole remedy under this warranty.
On a valid defect claim we cover shipping both ways within the first 90 days. After 90 days, you cover shipping to us and we cover return shipping. Warranty drop-off at our Toronto store is always free.

NOTICE TO QUEBEC CONSUMERS

Warranty of Availability of Replacement Parts, Repair Services, and Maintenance and Repair Information

CellularShack.ca is a distributor and retailer, not a manufacturer. Availability of replacement parts, repair services, and information necessary for the maintenance or repair of manufacturer-branded products is determined by the manufacturer.

Although CellularShack.ca will use reasonable efforts to direct customers to the manufacturer's authorized parts, service, and repair resources, CellularShack.ca does not guarantee the availability of replacement parts, repair services, or repair information within the meaning of the warranty of availability set out in sections 39 (paragraph 3), 39.1 and 39.2 of the Quebec Consumer Protection Act.

Quebec customers should consult the applicable manufacturer's repairability disclosures. Contact us and we will provide the relevant manufacturer contact and service centre details.

5. Cancellation Policy

5.1 Before Shipment
To cancel an order before shipment, email Retail@CellularShack.ca as soon as possible. Cancellations requested before shipment will not incur a transaction fee.
Special Order items may be cancelled at no charge only before we place the order with our supplier, normally within the same business day. After that point, a cancellation may be accepted at our discretion subject to a restocking fee of up to 25%, or may be refused.

5.2 After Shipment
If the order has shipped and you wish to cancel, you must return the product at your own cost. A 3% transaction fee will be deducted from your refund upon receipt and inspection of the returned item. Buy-now-pay-later lender fees are non-refundable in any case once the order has been shipped.

We reserve the right to cancel and fully refund any order affected by a pricing or inventory error, or where fraud is suspected.

6. Additional Warranty Options

Extended warranty plans may be available for purchase. Please inquire in-store or contact customer service for details.

Product Protection Plans: Optional product protection plans may be cancelled for a full refund within 30 days (one month) of the order date. After 30 days, the protection plan is non-cancellable and non-refundable, and its cost will not be included in any order refund or cancellation. Claims and coverage are administered by the plan provider under its plan terms.

7. Contact Information

For assistance or questions regarding returns, exchanges, or warranties:
Retail: 647-932-2004 ext. 220 · Retail@CellularShack.ca
Wholesale, Distribution & Corporate: WholeSale@CellularShack.ca · B2B portal

Wholesale and business purchases are governed by your account agreement. Business purchases are not consumer transactions.

8. Policy Updates

CellularShack.ca reserves the right to update this policy. Any changes will be updated on our website. The version in effect on the date of your order governs that order. Governed by the laws of the Province of Ontario.

Nothing in this policy limits your rights under Ontario's Consumer Protection Act, 2002, the Sale of Goods Act, or the consumer protection law of your own province (Ontario.ca).

Definitions

Unused: The product has not been used in any way and remains in the condition it was sold.
Opened: The product packaging has been opened but the product remains unused.
Activated: Device software or hardware features have been used or enabled.
Special Order: An item we do not hold in stock and purchase from our supplier specifically to fill your order.
Business Day: Monday to Friday, excluding statutory holidays in Ontario.