Frequently Asked Questions
Frequently Asked Questions & Customer Support
- Are phones PTA Approved?
- We stock multiple PTA status variants. PTA Approved means the device is officially registered with Pakistan Telecommunication Authority and will work on all Pakistani SIMs indefinitely. Network Supported means it works today but may be blocked in future. Non-PTA devices may face SIM restrictions under PTA regulations. Each product listing clearly shows the status with a color-coded badge.
- What condition grades do you use?
- Mint: Looks and feels brand new. No visible scratches, no defects. Like New: One or two hairline marks only visible at angle. Fully functional. Good: Light wear on body. All functions perfect. Defects disclosed in listing. Fair: Visible scratches or dents. Fully functional. All defects shown in real photos. We never hide cosmetic issues.
- Is there a warranty?
- All used and refurbished devices come with a 7-day checking warranty. If any undisclosed hardware defect appears within 7 days, return or exchange the device at no cost. New and open-box devices carry the manufacturer's 1-year warranty. Warranty does not cover accidental damage, water damage, or physical abuse.
- What payment methods are accepted at ZELLEN?
- Full payment via bank transfer, JazzCash, or EasyPaisa is required before order dispatch. Every order includes verified courier parcel tracking, our 7-day checking warranty, and an immediate replacement or full refund if your device fails inspection.
- Can I return a phone?
- Returns are accepted within 7 days for used/refurbished devices if an undisclosed hardware defect is found. The device must be in the same condition as received. Cosmetic damage after delivery voids the return. We do not accept returns for change of mind, but we will always work with you to find a fair solution.
- How do I buy via WhatsApp?
- Message us on WhatsApp with the product you're interested in. We'll confirm availability, current condition, and price. Share your delivery address. We'll confirm the order and dispatch with tracking upon payment verification.
- Where is the repair shop?
- Our repair centre is located in Pakistan. Open Monday to Saturday 10am to 8pm, Sunday 12pm to 6pm. Mail-in and pickup services are available. You can also book via WhatsApp for faster service.
- How long does a screen replacement take?
- Screen replacements for common Pixel models (Pixel 6, 7, 8, 8a, 9) are typically done same-day within 1 to 3 hours. Older or less common models may take 1 to 2 business days if parts need to be sourced. We'll give you an honest time estimate before any work starts.
- Do you use genuine parts?
- We use OEM-grade or manufacturer-certified parts wherever available. For screens we use Original or Grade A panels and always disclose which type is being used in your repair. We will never substitute a lower-grade part without your consent.
- Is there warranty on repairs?
- All repairs carry a 30-day warranty covering the specific part replaced. If the same issue returns within 30 days due to parts or workmanship, we fix it free of charge. Warranty does not cover new physical damage or unrelated issues.
- What is PTA Approved?
- PTA Approved means the device's IMEI is officially registered with Pakistan Telecommunication Authority. These phones work on all Pakistani SIM cards without any restrictions, now and in the future. It's the safest status to buy if you plan to use a local SIM.
- What is Network Supported?
- Network Supported (sometimes called SIM Working) means the phone is not yet officially registered with PTA but currently works on Pakistani SIM cards. PTA periodically blocks unregistered devices. These phones may stop working on local SIMs in the future if not registered. They are priced lower to reflect this risk.
- Can I use a Non-PTA phone in Pakistan?
- Non-PTA phones may face SIM lock under PTA regulations. They can sometimes be used on WiFi only or with a foreign SIM. You can pay the PTA tax to register the phone yourself, though the cost can be significant depending on the device value. We recommend buying PTA Approved if SIM connectivity is important to you.