Return Policy
Our 14-Day Guarantee
In-store Purchases
You have 14 calendar days from the date of purchase to return purchased equipment to the place of purchase. All equipment must be complete and returned in the original packaging and in good condition to be eligible for a refund of the purchase price. Phone is not eligible for return if more than 10 minutes of airtime has been used. Proof of purchase is required. i-wireless airtime cards are not refundable. Equipment purchased beyond 14 days from the date of purchase, will not be refunded at the place of purchase.
Equipment purchased beyond 14 days from the date of purchase, will not be refundable at the place of purchase.
Online Purchases
You have 14 calendar days from the date that the equipment is received to return equipment purchased online. All equipment must be complete and returned in the original packaging and in good condition to be eligible for a refund of the purchase price. All unused airtime purchased online with a handset will be refunded. You will need to call 1-866-594-3651 to speak to a customer representative to obtain a return authorization number. This return authorization number must appear on the outside of the shipping package and on the receipt for your return to be processed correctly.
i-wireless LLC
Attn: Returns Manager
Return Authorization Number _____________
1 Levee Way; Suite 3104, Newport, KY 41071
Include your name, address, home phone number and return authorization number on the original packing list . The credit card used at the time of purchase will be credited 10-15 days after the returned handset is received.
Equipment purchased online beyond 14 days from the date that the equipment is received, is not refundable.
Handset Warranty
Your i-wireless handset comes with a one-year handset manufacturer’s warranty.
Please note that handset warranties are not transferable from one customer to another. i-wireless does not support warranties for any devices that were not purchased through i-wireless or an authorized i-wireless retail location.
For warranty claims made within 14 calendar days from the date of purchase or date that the equipment is received if purchased online, please contact i-wireless Customer Care at 1-866-594-3644 to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your handset problems. For this reason, please call Customer Care from a different phone or you may limit our ability to troubleshoot. i-wireless customers must return their handset to i-wireless before receiving a replacement handset. To ensure we accurately track the handset order, Customer Care will provide you with a shipping address and a return authorization number to be included with the defective handset.
Warranty claims made beyond 14 calendar days from the date of purchase or date that the equipment was received if purchased online should be directed to the specific handset manufacturer. Manufacturer contact information is listed below:
For LG handsets, click here or call 1-800-243-0000
For Sanyo handsets, call: 1-800-349-4478
For Samsung handsets, click here or call 1-888-987-HELP (4357)
For Motorola handsets, click here
For HTC handsets, call 1-866-449-8358
How to determine if your handset is considered defective
Handsets are generally considered to be defective and covered under warranty if the handset has stopped properly functioning due to no fault of the user. For example, a software malfunction would typically be considered a defect of the handset.
Handset damage that is not considered defective includes, but is not limited to:
- Cracks on or damage to the handset case indicating that the handset has been dropped.
- Damage indicating that the handset has been exposed to liquid.
- LCD damage such that the handset screen has cracks or blue spots.
- Handsets that have been modified or tampered with.
What to do when you receive your replacement handset
If you still have your defective handset and need to exchange it, you will find a pre-paid mailing label in the shipping package. Attach this label to the package and use it to return the defective handset within seven (7) days of receiving your replacement model. If you do not return the defective handset within seven (7) days, you will be charged an i-wireless replacement fee of $75.00 for the new handset.
Include your name, address, home phone number and return authorization number in the return package. The credit card used at the time that your online purchase was made will be credited 10-15 days after the returned handset is received.
What to do if your handset has been lost or stolen
Call i-wireless Customer Care at 1-866-594-3644 immediately to suspend your service. Ask Customer Care about handset replacement options that may be immediately available to you. You will be charged for any calls made prior to when you reported your handset as stolen.
Handset Replacement Program
If at any time you wish to replace your existing i-wireless phone with a new i-wireless phone, you may purchase a phone from the i-wireless web store or select retail locations. Once you have done so, please contact i-wireless Customer Care at 1-866-594-3644 so your old i-wireless phone number and existing airtime can be transferred over to your new account.
