FAQ: iPhone 18 Pick Up, Delivery, Return Policy, DOA Policy

Phone 18 Store Pick-Up & Collection

1. How will I know when my order is ready for collection?

Once your order is ready for collection, you will receive a “Ready for Collection” notification via CelcomDigi WhatsApp at 016-333 8888 and email from storepickup@celcomdigi.com. The notification will include your QR code and order ID.

2. Where can I collect my order if I select “In-Store Pick-Up”?

You must collect your order from the store selected during checkout, as stated in your “Ready for Collection” notification.

3. Can I collect my order from a different store?

No. Orders can only be collected from the store selected during checkout. 

4. What do I need to bring when collecting my order?

The registered customer must present:

• QR code or order ID
• Original and valid IC

Note: Third-party collection is strictly not allowed.

5. What is the collection process?

When collecting your order, store staff will:

• Verify your order details and identity
• Inspect the device with you and assist you in turning on the device
• Obtain your signature to acknowledge receipt of the device
• Release the order to you

6. How long will my order be held at the store?

Your iPhone will be reserved for 7 days from the date you receive the official WhatsApp notification “Your Apple iPhone 18 is Ready for Pickup.” 

Please collect your order within 7 days. After this period, you will need to wait for the next shipment. 

7. Can someone else collect my order on my behalf?

No. For security purposes, only the registered order owner can collect the iPhone. Third-party collection is not allowed.

Order Changes, Cancellation & Exchanges

8. Can I change my selected store pick-up location after placing my order?

No. Your store pick-up location cannot be changed once your order has been placed.

9. Can I change the device model or colour after placing my order?

No. Changes to the selected device model or colour are not allowed once your order has been successfully placed.

10. Can I exchange my free gift for cash, bill credits, discounts, or another item?

No. Freebies cannot be exchanged for cash, bill credits, discounts, or alternative products.

11. Can I cancel my order?

No. Orders cannot be cancelled once they have been successfully placed. A RM200 processing fee may apply, where applicable. 

Device Delivery & Activation

12. Will I receive any notification after my device is delivered?

Yes. You may receive a WhatsApp reminder from CelcomDigi to activate and check your device after delivery.

13. What should I do after receiving my iPhone?

After receiving your iPhone:

• Turn on the device
• Connect to Wi-Fi or mobile data
• Complete the setup process by following the on-screen instructions

We recommend completing these steps within 24 hours of receiving your device.

14. How soon should I inspect my device?

Please inspect and test your device within 24 hours of receiving it to ensure it is functioning properly.

Returns, Refunds & Pre-Order Policy

15. Can I return, refund, or exchange my pre-order device?

No. Devices purchased under this pre-order promotion are strictly non-returnable, non-refundable, and non-exchangeable, except where otherwise required under applicable law or the DOA policy.

Dead on Arrival (DOA) Policy

16. What is a Dead-on Arrival (DOA) device?

A DOA device is a device that:

• Cannot be powered on; or
• Has a physical/cosmetic defect when received.

17. How do I report a DOA device?

You must report the issue to CelcomDigi customer service within 24 hours of receiving the device through: 

• WhatsApp
• Call 016-333 1111
• Visit the nearest CelcomDigi Store

Our customer service team will assist with the necessary verification and guide you through the next steps.

18. What documents do I need for a DOA claim?

Please provide:

• Original purchase receipt
• Device
• Original packaging
• All included accessories

19. Is there a deadline for reporting a DOA claim?

Yes. All DOA issues must be reported within 24 hours of receiving the device.

20. What happens if I report an issue after the 24-hour DOA period? 

Issues reported after the 24-hour DOA period will be handled according to the manufacturer’s applicable warranty terms and conditions.

21. Are software-related issues covered under the DOA policy?

No. Software-related issues are not covered under the DOA policy. Please refer to the manufacturer or an authorised service centre for assistance.