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About Us Benefits How Does it Work How Much Does it Cost Frequently Asked Questions Return Policy on Phones Get More Information  |
Returns, Refunds and ExchangesTERMS AND CONDITIONS FOR MERCHANDISE REFUNDS OR EXCHANGESTo exchange your cell phone or wireless device for a different model, you must contact our designated Customer Service department within 14 days of your activation or process date to obtain a Return Authorization (RA) number. Once we receive your original phone and verify it is in its original, new condition, we will process and ship your replacement phone immediately. To avoid any unnecessary charges and be eligible for a full refund for your original wireless device, you must ensure that we receive your original device in original, new condition with all of the product literature, manufacturer packaging, parts and any promotional items included in your shipment, within 30 days of your activation or process date. If we do not receive your original device within the 30 day period and/or it is not returned in original condition, you will not be eligible for a full refund and may be charged up to a $300 fee. If you are not satisfied with your purchase or any other offers available from the wireless service provider, you may request a 100% refund of your purchase price (excluding shipping and processing fees). To be eligible for a refund, you must contact our designated Customer Service department within 14 days of your activation or process date to obtain a Return Authorization (RA) number, and you must ensure that we receive your purchase in original, new condition with no more than 30 minutes of usage, and all product literature, manufacturer packaging and parts shipped with your order within 30 days of your activation date. EQUIPMENT CONDITION All returned merchandise is subject to review and must be returned in original, new condition including all of the components within the original box. At our discretion, your return may be declined due to cosmetic or internal damage to the device(s), parts, manufacturer packaging/literature, etc., thus resulting in a partial credit, missing/damaged item fee, and/or you may be required to reimburse the $200 ($300 for netbooks) equipment discount agreed upon within the Terms & Conditions at the point of purchase. Once equipment is received and processed, it cannot be returned to the customer. RETURN SHIPPING A prepaid, self-addressed return shipping label is included with each package. Please refer to the instructions on the back of this sticker to return the package and save your tracking number. We are not responsible for lost products without a signed proof of delivery. Shipping charges are your responsibility should you choose to use a different shipment company. FEES CHARGED BY YOUR WIRELESS CARRIER If you signed a contract for a new account with a wireless service provider and do not wish to keep the service, it is your responsibility to contact the carrier to cancel your account--Wirefly cannot do that for you. You should contact the carrier directly regarding any activation fees, monthly usage costs, taxes, and/or early termination fees that may be owed. Most wireless carriers do not charge termination fees if you cancel a new account within the first 14 days of establishing a new contract; however, if you return a wireless device and do not deactivate your service with your wireless carrier, you may be charged monthly usage costs, taxes, and/or early termination fees as agreed upon within the Terms & Conditions at the point of purchase. RETURN PROCESSING TIME Upon receipt of your return package, we will process your returned item(s) within 48 business hours. If your return is accepted, you will receive a credit confirmation via email. If there are any issues or problems with your return, we will notify you via telephone or email. If you meet all the requirements of our return policies, we will refund the equipment purchase price, after any necessary deductions, to the credit/debit card account used for the original transaction. Shipping charges and processing fees are not refundable. |