Return Policy

If for any reason you are not completely satisfied, you may return the undamaged device within  14 days of the shipping date for a full refund.  Our refund policy only covers products intended for private use and do not cover products intended for commercial use.

All returned items must be in like-new condition with no physical or water damage. The item(s) must be returned in the original product packaging with all the “Inbox Materials” (including wireless devices, chargers, cables and battery). All sales are final on discontinued and close-out items.

Please be assured that we will make every effort to expedite the handling of your return.  The returned item will be inspected for damages related to water and physical abuse based on warranty conditions. If all Inbox Materials are not returned or the returned item is not in like-new condition, we will not issue a refund and the purchased item(s) will be returned to the original purchaser.

Do you have an extended return policy for the holidays?

Yes. Items shipped between November 1st and December 31st are eligible for a full refund if received by January 31st.

WIRELESS SERVICE CANCELLATION

Wireless carriers have different service-cancellation policies. Returning your device may not automatically cancel or reset your wireless account; you are responsible for your wireless service agreement and for any applicable fees associated with your wireless account. Please contact your provider for more information.

RETURN INSTRUCTIONS

If you are a registered customer

  1. Sign In to your account and begin your returns process from your My Dashboard screen.
  2. Go to My Orders, select the order containing the item(s) you wish to return, and click on “Return”
  3. Fill out the “Create New Return” form completely and submit.
  4. You will receive a prepaid Return Mailing Label via email within 24 hours of submission.
  5. You will have 2 weeks from the date you receive the Return Mailing Label to send your item. Email requests are processed Monday through Friday, excluding holidays.

If you purchased as a guest

  1. You will need to begin the returns process via this link: https://www.alcatelonetouch.us/sales/guest/form/
  2. Fill out the “Create New Return” form completely and submit.
  3. You will receive a prepaid Return Mailing Label via email within 24 hours of submission.
  4. You will have 2 weeks from the date you receive the Return Mailing Label to send your item. Email requests are processed Monday through Friday, excluding holidays.

When will I get my refund?

Usually in about 2-3 weeks after the returned item has been received by the Returns Center. Most refunds are refunded in 3-5 business days after we receive and process your return. You will receive email confirmation when the refund is processed.

All refunds go to the original purchaser. A full refund will be due provided the return is received within the return window and the device is in good physical condition as described in the warranty.  Most refunds are issued based on the payment method used at the time of purchase.

Can I exchange my item?

At this time, we are unable to process exchanges. If you would like to exchange the item purchased, simply return the item and place another order. We will issue a refund to your original payment method used after we process your return.

What if I receive a Defective Item?

You must return the defective item within  14 days of the shipping date, except during the December holiday period. Items bought during the holiday period will have an extended return period as noted above.

If you received a defective item, please follow the return instructions above.

The item must be returned in the original product packaging with all the inbox materials including wireless devices, chargers, cables and battery. The defective item will be inspected for damages related to water and physical abuse based on warranty conditions.

We reserve the right to charge a processing and inspection fee for returns that are not in compliance with our Policy.  In our sole and reasonable discretion, we reserve the right to refuse or limit service to anyone for any reason at any time. Our failure to exercise or enforce any provision of the Return Policy shall not constitute a waiver of such right or provision.

Revised 11.20.15