Help Center

All phones (new or refurbished) purchased from Tello have a 30-day warranty.

If during the first 30 days, you wish to return the phone then email our Customer Support team with the order number and the reason for return. We will send you a shipping label to return the device & accessories.

The following steps need to be fully completed before any replacement or refund is made.
Not complying with these steps may result in indefinite delays with return processing and/or forfeiture of replacement or refund requested:

1. The device needs to be posted back before the device warranty expires which is 30 days from the order date.
2. The return package needs to include everything that was originally sent to you - the device, charger, any other accessories, except the SIM card. You can keep the SIM card to use it with another device.
3. The device needs to be fully unlocked before returning and a factory reset of the device is also required. Unlocking means that the phone must be completely free of any pattern-lock, Google account, phone PIN code, Touch ID, Apple ID, or any similar personal link that may lock the phone to you.
4. The returning device must be packed safely and arrive undamaged and unscratched. Devices returned with scratches or user damage (e.g dropping the phone) will not be refunded or replaced.
5. The device must be returned using the shipping label we provide - no other.

It can take up to 15 business days from the day you post, for the package to be received at our warehouse and then checked and verified.

If you wish to continue using our service, we can suggest 2 options:
Option 1:
No service interruption.
You can purchase another device from our website that will reach you before you return the current phone.
We will issue a refund for the returned phone, as soon as it reaches our warehouse and it has been checked and verified for the condition.
If you return the phone immediately, this process may take up to 15 business days to complete.

Option 2: A few weeks of service interruption.
You can return the current device and wait until it reaches the warehouse, and you can check if we can send you a new replacement phone.
However, a replacement is possible only if that same phone make & model is still available on our website at the time the device has been confirmed as returned and verified.
We cannot guarantee that same phone availability.
This can take up to 15 business days.

Please see our Phone Warranty and Return Policy for more details.