Warranty & Return Policy
Revised: March 21, 2023
Table of Contents
PHONES DAMAGED UPON RECEIPTIf your goods arrive in a damaged state, please Sign in here to request a Return online. Claims for damage, delivery discrepancy etc. should be made within 3 days of delivery. Any return shipping costs will be covered.
PHONES THAT ARE DEFECTIVEIf an item is defective, it may be exchanged with an equivalent product if we are unable to supply the same item. Any return shipping cost will be covered.
NON-DAMAGED AND NON-DEFECTIVE PHONESIf the goods are NOT defective you may return them within 7 calendar days from when the package arrives. In order to receive a full refund of the purchase price and any associated taxes and fees, minus shipping and handling, the following conditions must be met:
i. All returned merchandise is in complete original manufacturer's packaging, same condition as sold, with all literature, accessories, instructions, blank warranty cards and documentation.
ii. All Phones are returned in 'Like-New Condition', show no signs of use and have less than 25 minutes in total cumulative talk time.
iii. The phone was purchased on airvoicewireless.com
If goods are NOT in 'Like-New Condition' or are missing packaging or documentation, we may either refuse the return or charge a restocking fee between 25% and 50% depending on the condition of the returned items plus a minimum $10 shipping and handling fee up to the actual shipping amount paid on your order and not to include promotional coupons.
i. All returned merchandise is in complete original manufacturer's packaging, same condition as sold, with all literature, accessories, instructions, blank warranty cards and documentation.
ii. All Phones are returned in 'Like-New Condition', show no signs of use and have less than 25 minutes in total cumulative talk time.
iii. The phone was purchased on airvoicewireless.com
If goods are NOT in 'Like-New Condition' or are missing packaging or documentation, we may either refuse the return or charge a restocking fee between 25% and 50% depending on the condition of the returned items plus a minimum $10 shipping and handling fee up to the actual shipping amount paid on your order and not to include promotional coupons.
DETAILED RETURN PROCESS
Please add as much detailed information as possible with the return request so that we can quickly process your Return. Once the Return Authorization # is requested, you will receive an email within 24 hours during normal business hours with a Return Authorization # and the steps necessary to process your request.
- Sign in here to view your order & submit a Return request. Click My Account (top right hand corner). Click Order History. Click All Dates. Click Search. Click 'Complete' on the order you would like to return (do not check the box next to it). Scroll down, check the box next to the item(s) you wish to return, and fill out the Return form. Click Create. Select the product you would like to return and state the reason for return, what you would prefer we do with your return and any comments that may help us process your return more efficiently. You will receive a Return Authorization email with your Return Authorization Number once your return request is approved.
- Click My Account (top right hand corner).
- Click Order History.
- Click All Dates.
- Click Search.
- Click 'Complete' on the order you would like to return (do not check the box next to it).
- Scroll down, check the box next to the item(s) you wish to return, and fill out the Return form.
- Click Create.
- Select the product you would like to return and state the reason for return, what you would prefer we do with your return and any comments that may help us process your return more efficiently.
- You will receive a Return Authorization email with your Return Authorization Number once your return request is approved.
Please add as much detailed information as possible with the return request so that we can quickly process your Return. Once the Return Authorization # is requested, you will receive an email within 24 hours during normal business hours with a Return Authorization # and the steps necessary to process your request.
IMPORTANT RETURNS INFOPlease be sure to REMOVE your PHONE PASSCODE and RESET YOUR DEVICE before returning to our facility.
- iOS Devices (iPhone): Click here for instructions
- Android Devices: Click here for instructions
- All returns must be accompanied by a Return Authorization Number written on the return package. You will be emailed a Return label with a unique Return Authorization # number once your return has been authorized.
- Please enclose a copy of your Return request including Return Authorization Number and order number with the return packaging.
- Do not return SIM cards and airtime cards.
- Please return the phone(s) along with all accessories and the original device packaging.
- Please note the issue(s) that you are experiencing with the device. We recommend that you use delivery confirmation for your return in order to insure proper delivery of your item.
- Returns are processed during normal business hours Monday – Friday in order of receipt.
- You will receive a notification when your return is received. This can be up to 1-2 business days after delivery at our facility.
- If the phone is found to not be defective and a refund is requested, a 20-50% restocking fee will be added prior to the refund depending on the condition of the phone and the completeness of the return. Shipping is non-refundable. A $10 shipping and handling fee will be applied to all refunded goods.
- You will receive notification within up to 5 business days of receipt of the disposition of your warranty or refund request.
- It can take up to 15 business days after receipt of your device for your refund to post.
WARRANTY INFORMATIONAll new devices purchased from our website come with a one-year manufacturer warranty from the original date of sale. All remanufactured devices purchased from our website come with a 60-day warranty from the original date of sale. If your device is defective, please follow the Return instructions listed above to see if it's eligible for a warranty replacement. If eligible, we'll replace the defective device with a device of the same cosmetic condition or comparable model at our discretion.
Our conditions for a warranty claim are as follows:
You must return all accessories (charger, cables, manual, etc.) with the defective device. If components are missing, we will charge a non-refundable missing parts fee as outlined here:
Your defective device must be returned in good condition. If the device is determined to have some type of damage that voids its warranty (e.g. liquid damage, 'modded' OS, etc.), it will be returned without repair / refund to the original address of purchase unless stated otherwise.
Our warranties expressly exclude certain categories of damages and uses of your phone. These exclusions, which we do not cover, include possible costs or damages for which you will not be reimbursed. These exclusions are as follows: The limits of what we provide above relate to the device itself. We are not responsible for lost data or the time that you were without a device. We encourage you to back up your data regularly, as no one else will take responsibility for the restoration of any lost data. We are not responsible for any consequential damages, from the loss of your device, the loss of your data, or the time you were without your device. We do not warrant any device for merchantability or fitness for a particular purpose. These warranties are specifically disclaimed.
Our conditions for a warranty claim are as follows:
- Your warranty only covers defects in materials or workmanship. It does not cover defects arising from damage or normal wear-and-tear or aging.
- The warranty covers issues such as: software-related issues, camera defects, unresponsive keys, dead pixels, etc.
- The warranty does not cover issues like: diminishing battery life, scratches, accidental damages, coverage issues, or software incompatibility/problems with 3rd-party apps.
- Attempting to 'root' or otherwise 'mod' your phone will void its warranty.
- Visible physical damage to your phone (e.g. liquid damage, cracked LCD, damaged housing) will void its warranty.
You must return all accessories (charger, cables, manual, etc.) with the defective device. If components are missing, we will charge a non-refundable missing parts fee as outlined here:
- Battery: $10.00
- Charger: $7.00
- USB Cable: $3.00
- SD Card: $5.00
- Manual: $3.00
- Other parts: At our discretion
Your defective device must be returned in good condition. If the device is determined to have some type of damage that voids its warranty (e.g. liquid damage, 'modded' OS, etc.), it will be returned without repair / refund to the original address of purchase unless stated otherwise.
Our warranties expressly exclude certain categories of damages and uses of your phone. These exclusions, which we do not cover, include possible costs or damages for which you will not be reimbursed. These exclusions are as follows: The limits of what we provide above relate to the device itself. We are not responsible for lost data or the time that you were without a device. We encourage you to back up your data regularly, as no one else will take responsibility for the restoration of any lost data. We are not responsible for any consequential damages, from the loss of your device, the loss of your data, or the time you were without your device. We do not warrant any device for merchantability or fitness for a particular purpose. These warranties are specifically disclaimed.
