Wirefly Return and Exchange Policy
If you’re like most of our customers who come here to read this section, you’re likely here because you’re thinking to yourself, “What’s the catch?” Simply put, there isn’t one. We are able to offer GREAT PRICES because we are an online-only retailer. Without the overhead of costly ‘brick and mortar’ stores, we’re able to pass along these tremendous savings to our customers.
With that said, there are, as with most any purchase agreement, some terms and conditions which we present to you here in full disclosure. We urge you to call us if you have questions or concerns regarding any of this information.
If you're not satisfied with your cell phone and plan purchase, you can request a refund or exchange with ease. That's our Satisfaction Guarantee from Wirefly. We even pay for return shipping for all devices we activate. Just be sure to follow all instructions below and return everything in original condition within the allotted time.
Terms and Conditions for
Merchandise Refunds or Exchanges
All carriers offer a 14 day Satisfaction Period and any request to cancel service with a carrier must be made within that 14 day period to avoid Early Termination Fees. This is a carrier policy and Wirefly has no influence over their cancellation policies.
To exchange any device that we've activated for a different model or to return it for a full refund, you must contact Wirefly's Customer Service department within 14 days of the activation or process date shown on your sales receipt to obtain a Return Authorization (RA) number. Equipment-only purchases (devices purchased without a service activation) may be returned only if the package has not been opened and the seal has not been broken UNLESS the device is deemed to be defective.
To avoid any unnecessary charges, Early Termination Fees, and be eligible for a full refund (excluding shipping and processing fees) for your original wireless device, you must ensure that we receive your original device in its original, new condition with all of the product literature, manufacturer packaging, parts and any promotional items included in your shipment, within 7 days of receiving your RA number. If we do not receive your original device within 7 days of receiving your RA number, you will not be eligible for a full refund and may be charged the retail value of the device which may exceed $500. Once we receive your original phone and verify it is in its original, new condition, we will process and ship your replacement phone immediately and/or issue any credits necessary to the credit card on file.
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 ($400 for smartphones, tablets, and 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.
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 agreed to a 24 month contract, your carrier has a 14 day Satisfaction Period. Your wireless carrier will not charge termination fees if you cancel a new account within the first 14 days of establishing a new contract and return your device to us in acceptable condition within the return period. If you do not wish to continue with your service agreement, you must notify both Wirefly AND your carrier within 14 days of your activation or process date of your desire to cancel your contract. Failure to do so may result in being charged an Early Termination Fee by the carrier. 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.
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.
These terms do not apply to Home Services: DISH Network, Front Point Security.