SURESTE CELULARES

Effective Date: September 10, 2026

This Refund and Returns Policy applies to all purchase transactions completed on www.surestecelulares.com, operated by CELULARES Y ACCESORIOS DEL SURESTE S.A. DE C.V., to clearly define the rules and procedures for product exchanges and full-value merchandise returns for every customer who shops for our scratch-resistant shockproof phone cases, high-speed durable Type-C cables, adapters, chargers and other mobile accessories. The core principle of our policy explicitly emphasizes that ‌no standalone “refund only” requests are accepted under any normal circumstances‌, and all valid requests related to post-purchase issues are processed through standard merchandise return first, followed by eligible exchange or store credit arrangement. This policy is designed to protect the shopping rights of both our customers and our business, consistent with our commitment to deliver reliable, long-lasting top quality phone gear that has passed 3 strict pre-shipping quality checks for over 50,000 happy customers across Mexico.

1. Eligibility for Return and Exchange

All items purchased from our website are eligible for post-purchase processing only if they meet all the following conditions:

• Your request must be submitted within 30 calendar days from the date you sign for and receive your ordered product. Any request submitted after this 30-day window will not be accepted for processing.
• The returned product must remain in its original, unused, unaltered condition, with all original factory packaging, user manuals, attached accessories and gift components intact. Products that show signs of human-induced damage, accidental scratches, improper disassembly, long-term wear and tear, or use beyond normal inspection cannot be accepted for return processing.
• As stated in our core rule, ‌we do not process any “refund only” request that keeps the customer retaining the full or partial merchandise without returning the physical items to our designated warehouse‌. No requests for partial refunds with the customer keeping the product, full refunds without returning the product, or compensation requests that ask for cash transfer without returning the purchased goods will be approved, even if you believe there are minor performance defects on the items. All post-purchase issues can only be resolved after you send back the related products for our official quality verification.

2. Exceptions That Are Not Eligible for Processing

The following categories of requests cannot be approved under this policy:

• Custom personalized phone cases with engraved names, custom printed patterns or special modified specifications that are produced exclusively for your individual order.
• Clearance sale items marked as “final sale” on our product page, which are not eligible for any return or exchange after purchase.
• Products damaged by improper use, incorrect voltage access, accidental drops, water immersion, unauthorized modification, or third-party repair attempts after you receive the package.
• Any claim for “refund only” without returning the purchased product, regardless of the reason you provide, will be directly rejected in line with our policy.

3. Step-by-Step Processing Procedure

1. First, submit your return request by sending an email to xhfgcv@surestecelulares.com, or call our service line +(52) 999 926 3918‌ to contact our customer service team. You need to provide your valid order number, photos or short videos that clearly show the status of the product you received, and explain the reason for your return. Our team will verify your eligibility and send you a formal pre-paid return shipping label within 2 working days.
2. Pack the product you plan to return carefully with all original accessories, stick the provided shipping label on the outer package, and drop the package at the designated courier point. We cover all return shipping costs for eligible return requests from Mexican domestic users.
3. After our warehouse located at Calle 27 No. 55, Mérida, Yucatán, C.P. 97125, Mexico receives your returned package, our quality inspection team will conduct a full verification within 3 working days, to confirm that the returned product meets the eligibility conditions.
4. After verification is completed and approved, you can choose one of the two available resolution options: exchange for a brand new identical product of the same model and specification, or get full-value store credit that can be used for any future purchase on our www.surestecelulares.com platform. The store credit has no expiration date, no additional usage restrictions, and can be combined with any ongoing promotional offers on our store.

4. Special Circumstance Clarification

In the extremely rare case that the exact product you returned is completely out of stock and we have no way to restock the same item within 30 days after we receive your return, we will contact you to confirm. Under this single specific circumstance, we may arrange an equivalent cash refund for the total amount of your original order, and this situation is the only exception where a refund can be issued, which is only processed after you have fully returned the purchased merchandise and our team has completed full verification.