Return Merchandise Authorization (RMA) Terms & Conditions

1. Warranty Eligibility & Timeframe:

RMA requests will only be processed if they meet the following criteria:

• The warranty claim must be submitted within the applicable warranty period commencing from the date of delivery:
  • Brand-New Devices: Covered by a 1-year manufacturer warranty.
  • Certified Pre-Owned Devices (Refurbished): Covered by a 60-day warranty.
• Damage or Defect Upon Delivery: If your device arrives with significant physical damage or is non-functional (e.g., cracked screen, non-responsive screen/buttons, dead on arrival/DOA, or visible frame or display damage), you must report it to Customer Support within forty-eight (48) hours of delivery with clear photographic evidence.
• Your service and Lifeline benefits must remain active throughout the RMA process. If benefits are suspended or terminated for any reason, your RMA request will be void.

2. Warranty Coverage and Exclusions:

This warranty covers defects in materials or workmanship under normal use (e.g., software malfunctions, camera defects, unresponsive buttons, dead pixels, performance or audio issues).

Exclusions (Not Covered):

• Accidental damage, such as cracked screens or liquid damage.
• Normal wear and tear, including battery degradation, scratches, or minor cosmetic damage.
• Damage caused by third-party apps or unauthorized modifications, such as 'rooting' or 'jailbreaking' the device.
• AirVoice Wireless is not responsible for lost data or downtime incurred during processing. Please back up all data before returning.

3. Device Reset Requirements:

To ensure eligibility for the RMA process, you must reset your device as follows:

• Remove all security locks, including passcodes, patterns, or biometric authentication.
• Log out of iCloud, Google accounts, or any similar device-linked accounts to disable security features such as 'Find My iPhone' or equivalent.
• Restore the device to its original factory settings.
• Back up all personal data prior to resetting the device, as all data will be permanently erased.

4. Packaging Requirements:

To prevent damage during transit and ensure your request is processed correctly, the device must be packaged securely:

• Whenever possible, use the device's original packaging, including internal supports and protective materials.
• If original packaging is unavailable, wrap the device in protective bubble wrap and place it in a sturdy box that provides adequate protection from shocks and impacts.
• Return the device with all required accessories (e.g., charger, cables, manuals) if applicable.

5. Shipping Instructions:

Once your RMA request is approved, we will email you an RMA Shipping Label, a FedEx QR Code, and a UN3481 Lithium Battery Mark (if applicable).

• Option 1 – Use FedEx QR Code: Bring your device and the QR code to any FedEx location. The staff will scan the code and print the label for you—no home printing required. If the device contains a built-in lithium-ion battery, inform the carrier and follow FedEx requirements for Lithium Ion Batteries Contained in Equipment, where applicable.
• Option 2 – Print at Home: Download and print the RMA Shipping Label and, where applicable, the UN3481 Lithium Battery Mark from your RMA portal. Attach the shipping label and UN3481 mark securely to the outside of the package.
• Option 3 – Arrange Your Own Return: You may also return the device using a shipping carrier of your choice. You must inform the carrier that the package contains an electronic device and whether a lithium-ion battery is installed, following the carrier's requirements for Lithium Ion Batteries Contained in Equipment.

6. Evaluation Process:

Upon receipt of the returned device, AirVoice Wireless will evaluate compliance with these terms and conditions. Based on the evaluation:

• Repair: If the device is repairable and meets warranty conditions, it will be repaired and returned to you.
• Replacement: If the device cannot be repaired but is still under warranty, a replacement device of similar functionality will be provided.
• Refund: If neither repair nor replacement is possible, a refund may be issued in accordance with the warranty terms.
• Evaluation results will be communicated within 10 business days of receipt. The decision regarding repair, replacement, or refund is at the sole discretion of AirVoice Wireless.

7. RMA Rejections:

Your RMA request will be rejected under the following circumstances:

• Failure to properly reset the device (removing passcodes, account links, or personal data).
• The device is packaged improperly, causing potential damage during transit.
• Evidence of misuse, abuse, physical damage beyond normal wear and tear, or unauthorized modifications.
• Missing required accessories (e.g., charger, cables, manuals).
• Any package missing the RMA shipping label.

8. Fees, Liability, and Disclaimer:

Except for the limited warranty described herein, services and devices are provided on an 'as is' and 'with all faults' basis without warranties of any kind. AirVoice Wireless assumes no liability for lost data, downtime, or consequential damages resulting from the loss or use of the device.

9. Dispute Resolution & Customer Support:

If you have questions, concerns, or disputes regarding your RMA request, please contact AirVoice Wireless Customer Support:

• Phone: (888) 944-2355 or (707) 289-2355 / +1 (206) 445-7825
• Contact Portal: https://airvoicewireless.com/contact
• All disputes must be raised within 7 business days of the evaluation decision.

1. Apple Devices

a. How to Reset Passcode on iPhone/iPad:

Before returning your device, please reset your passcode by following these steps:

1. Open the Settings app on your iPhone/iPad.
2. Scroll down and select Face ID & Passcode (or Touch ID & Passcode on older models).
3. Enter your current passcode.
4. Tap on Turn Passcode Off.
5. Enter your passcode again to confirm. The passcode will now be disabled.

Note: Once the passcode is disabled, your device will no longer be protected by a passcode.

b. How to Sign Out of iCloud and Related Accounts:

1. Open the Settings app on your iPhone/iPad.
2. Tap on your [Name] at the top of the screen.
3. Scroll down and tap on Sign Out.
4. Enter your Apple ID password to confirm.
5. Tap Turn Off in the Find My iPhone section.
6. Choose whether to keep a copy of iCloud data on your device, then tap Sign Out.
7. Confirm by tapping Sign Out again.

Note: Once you sign out, your device will be removed from iCloud and associated accounts, making it ready for return.

2. Android Devices

a. How to Reset Passcode on Android:

To reset the passcode on your Android device, follow these general steps (steps may vary by manufacturer):

1. Open the Settings app on your Android device.
2. Navigate to Security or Lock Screen & Security.
3. Tap Screen Lock or Lock Screen.
4. Enter your current passcode.
5. Choose None or Swipe to disable the screen lock.

Note: Some devices may require you to confirm your current passcode before making changes.

b. How to Sign Out of Google Account (Android's equivalent of iCloud):

To sign out of your Google account on an Android device, follow these steps (steps may vary by manufacturer):

1. Open the Settings app on your Android device.
2. Tap on Accounts or Users & Accounts.
3. Select Google.
4. Tap on the Google account you want to sign out of.
5. Tap Remove Account to log out from your Google account.

Note: This will log you out of Google services such as Google Play, Gmail, and related apps.

1. Clean the device:

Before packaging, make sure your device is clean and free from any personal data.

If your device has a removable/separate battery, do not include the battery with your RMA return unless AirVoice Wireless specifically instructs you in writing to do so. If your device has a built-in lithium-ion battery, follow Customer Support instructions to confirm that the device and battery are safe for return shipment.

2. Secure packaging:

Use a secure box or the original packaging to protect the device during transit. If possible, use the device's original packaging. Make sure the device is powered off, securely cushioned so it cannot move freely inside the package, and protected from physical damage during transportation.

3. Choose your shipping option:

Option 1 – Use FedEx QR Code (Recommended):

• Once your RMA request is approved, we will email you an RMA Shipping Label, a FedEx QR Code, and a UN3481 Lithium Battery Mark (if applicable).
• Bring your device and the QR Code to any FedEx location.
• FedEx staff will scan the QR Code and print your shipping label for you – no home printing needed.
• If the device contains a built-in lithium-ion battery, inform FedEx that the package contains a device with an installed lithium-ion battery and follow FedEx requirements for Lithium Ion Batteries Contained in Equipment.

Option 2 – Print at Home:

• Download the Shipping Label directly from your RMA Portal.
• Attach the Shipping Label to the outside of your box.
• If the device contains a built-in battery, attach the UN3481 Lithium Battery Mark securely to the outside of the package. Do not cover, fold, or alter the mark.

Option 3 – Arrange Your Own Return:

You may also return the device using a shipping carrier of your choice.

• Inform the carrier that the shipment contains an electronic device and whether a lithium-ion battery is installed.
• Follow the carrier's requirements for Lithium Ion Batteries Contained in Equipment, where applicable, including any packaging, labeling, and transportation requirements.
• You are responsible for ensuring the shipment complies with the selected carrier's requirements.

4. Include necessary documents:

Before shipping, confirm that:

• The Shipping Label is attached to the outside of the package.
• If the device contains a built-in lithium-ion battery, the UN3481 Lithium Battery Mark is also attached to the outside of the package.

Note: The FedEx QR Code option is currently not supported in Puerto Rico, U.S. Virgin Islands, Alaska, and Hawaii. If you are returning a device from these locations, please use Option 2 – Print at Home.

5. Track Your RMA Request:

Please contact AirVoice Wireless Customer Support at Phone: (888) 944-2355 or (707) 289-2355 or Contact Portal: https://airvoicewireless.com/contact to check the status of your request.