Refund and Returns Policy – DISTRIBUIDOR CELULAR

Effective Date: October 23, 2026

Welcome to the official Refund and Returns Policy of DISTRIBUIDOR CELULAR DE LA ZONA CENTRO, S.A. DE C.V. This policy applies to all orders placed through our e-commerce platform www.distribuidorcelular.com, covering all our product lines including premium protective phone cases, certified safe tangle-free Type-C small accessories, and all new arrival tech items we offer for your busy lifestyle. We are committed to delivering top quality products and responsive instant support to every customer, and this policy is drafted to outline clear, fair rules for product return arrangements, with explicit emphasis that ‌we do not support any “refund only” requests under any circumstances‌. All customers are required to read this policy carefully before completing their purchases, and placing an order on our platform signifies your full understanding and acceptance of all terms outlined below.

1. Eligibility for Return

To qualify for our official return service, your request must meet all the following requirements within the specified validity period:

Your return request must be submitted within 30 calendar days counting from the exact date you receive your ordered products. Any return application submitted after this 30-day window will be automatically rejected, with no exceptions.
The returned items must remain in original, unused, undamaged condition, with all original factory packaging, tags, accessories, and user manuals fully intact. Products that show signs of installation, long-term use, human-induced scratches, stains, or damage caused by improper operation will not be accepted for return.
You must provide the original order confirmation email, valid purchase receipt, or order number associated with the product, to help our support team quickly verify your purchase identity and order details.
The products you apply to return are not categorized as non-returnable items. Non-returnable goods include custom engraved personalized phone cases, one-time sealed Type-C cables that have been opened and used, and clearance sale items marked as “final sale” on our product page.

This return policy does not cover damage caused by accidental drops, improper modification, unauthorized repair attempts, or external force destruction after you receive the products. Our dedicated quality inspection team will conduct a full condition check for every item returned to our warehouse, to confirm it meets the above eligibility standards.

2. Explicit Clarification: No Refund Only Requests

We strictly prohibit any “refund only” requests, including but not limited to scenarios where customers ask for full or partial monetary compensation without returning the ordered physical products to our designated return address.
This rule applies to all order scenarios: even if you claim there are minor appearance flaws, partial function defects, or you do not like the product after receiving it, you still need to send the full ordered items back to our warehouse for condition verification before you can proceed with subsequent eligible arrangements. We will not process any application that asks for direct money back while customers keep the purchased products. Any attempt to submit a “refund only” request will be considered a violation of our order agreement, and we reserve the right to reject such applications directly.
This rule is set based on our operational principles to ensure equal fair treatment to all customers, maintain our product inventory circulation efficiency, and avoid abnormal order fraud risks. All our team members, from customer support representatives to order processing staff, are strictly instructed not to approve any refund only demands under all circumstances.

3. Return Process Step by Step

When you confirm your return request meets all eligibility requirements, you can follow the standard process to complete your return:

First, contact our instant support team via the dedicated email willow@distribuidorcelular.com, or call our service phone +52 55 2120 7201 during working hours, provide your order number, product photos that show the reason for your return, and submit your formal return application. Our support team will respond to your inquiry within 24 working hours, and send you the official authorization number and our designated return warehouse address to you once your application is approved.
Carefully pack the items you intend to return with all original packaging and accessories inside, paste the pre-provided return authorization number clearly on the outside of the shipping parcel, and send the package to our assigned address. For eligible returns caused by our side issues such as confirmed product quality defects or wrong item delivery, we will provide you with a pre-paid shipping label to cover the return delivery cost. For returns requested due to personal preference reasons such as you changed your mind about the product style, you will be responsible for covering the return shipping fee on your own.
Send us the tracking number of your return parcel after you ship it out, so that we can track the delivery status in real time. Once our warehouse team receives your returned package and completes the full quality verification to confirm all items meet return standards, we will proceed with the mutually agreed arrangements.

4. Post-Return Arrangements

As we strictly do not support refund only, once your returned items pass our inspection, we will provide two eligible arrangement options for your selection:

‌Free product exchange‌: You can choose to exchange the returned product for the same model brand new unit, or select another product of equal or higher value from our shop. If you choose a product with higher price, you only need to pay the price difference, no extra processing fee will be charged. Our team will arrange the new item shipment for you within 3 working days after the inspection is completed, and the re-delivery shipping fee will be fully covered by us. For orders that once met our free shipping on order over €100 rule, the exchanged goods will still be delivered for free without any extra charge.
‌Store credit issuance‌: If you do not need an immediate exchange, we can issue a full amount store credit equal to the original product payment amount to your account on our platform. The store credit has no expiration date, and you can use it to purchase any items from our premium protective phone case collection, tangle-proof Type-C small accessories, or other new arrival tech products on our website at any time later.

Please note that under no circumstances will we issue direct cash refunds back to your original payment account, according to our no refund only policy. All post-return services are processed through the above two options, to deliver the consistent top quality service experience we promise to every customer.

5. Damaged and Defective Product Handling

If you find the product you received has confirmed manufacturing quality defects, or the parcel is seriously damaged during delivery that causes the product to not function normally, you can submit your return application within the 30-day eligibility window, with clear photos or short videos that show the damage or defect attached. After our quality team verifies the issue, we will prioritize arranging a free brand new replacement product for you, with all related shipping fees fully covered by us.
We will never ask you to keep a defective or damaged product while issuing you any form of monetary refund, you are required to return the original defective item back to our side, so that we can conduct unified product quality analysis, improve our subsequent production and inspection standards, and better serve all our users.

6. Contact Information for Inquiries

If you have any questions, confusions, or need extra clarification about our Refund and Returns Policy, you can reach out to our support team through the following methods at any time:

Email: willow@distribuidorcelular.com
Phone: +52 55 2120 7201
Postal Address: Av. Paseo de las Palmas No. 210, Piso 3, Oficina 301, Col. Lomas de Chapultepec I Sección, Miguel Hidalgo, Ciudad de México, C.P. 11000, México, Attn: After-Sales Support Department.

Our instant support team will respond to your inquiries within the shortest possible time, and help you solve all issues related to your order return process smoothly.