Refund & Return Policy

Final sale

By placing an order for a device, accessory, or other equipment, you acknowledge that the sale is final. We cannot accept a return, issue a refund, or process an exchange because you changed your mind, ordered the wrong model, or no longer want the item. Please confirm your model, color, capacity, and compatibility before completing your order.

This does not limit your rights in respect of defective or damaged items, your rights under the manufacturer's warranty, the hearing aid compatibility return described in our Hearing Aid Compatibility policy, or any right you may have under applicable law.

Wireless phone plans — 60-day money-back guarantee

Wireless phone plans are covered by a 60-day money-back guarantee. If you cancel your wireless phone plan within 60 days of its activation date, we will refund all plan charges you have paid for that line. There is no usage condition — your refund is not affected by how much data, voice, or texting you used. Activation fees and shipping charges remain non-refundable, and monthly plan charges are not pro-rated when you cancel outside the 60-day window.

This guarantee applies to wireless phone lines only. It does not extend to VoIP service, Internet Air home internet service, or to devices, accessories, or other equipment; devices, accessories, and equipment are governed instead by the final sale terms set out in this policy.

Defective devices

If your device is defective on arrival or fails within the manufacturer warranty period, we'll arrange a free replacement. See the Warranty section of our Terms for full details.

How to start a defective or warranty claim

Email customerservice@smobilewireless.com with your order number and a description of the fault. We'll send a prepaid shipping label and instructions at no cost to you. Where a refund rather than a replacement is appropriate, it is issued to your original payment method within 5–10 business days of our receiving the device.

Items not eligible for a defective or warranty claim

• Digital products: eSIM activations, mobile top-ups, ringtones, and gift cards.
• Damage caused by accident, liquid, misuse, unauthorized repair, or normal wear, which is not a manufacturing defect.
• Items whose manufacturer warranty period has expired.

Exchanges

We do not process exchanges. A device or accessory cannot be exchanged for a different model, color, or capacity after purchase. Where a device is defective on arrival or fails under the manufacturer warranty, we replace it with the same model under the defective device terms above.

Refund processing time

Where a refund is due — for example a plan refund under the 60-day money-back guarantee, or a warranty claim we resolve by refund — it is issued to the original payment method within 5–10 business days of approval. Devices returned to us under a defective or warranty claim are inspected first, typically within 3 business days of delivery to our warehouse. Your bank may take additional time to post the credit to your account.

Promotions, bundles, and bill credits

If an item that is replaced or refunded under a defective or warranty claim was part of a promotion, bundle, or earned bill credits (e.g., trade-in or new-line credits), the related promotional value or credits may be reversed or pro-rated. Where a bundle is refunded, all included items must be returned unless we authorize a partial resolution.

Defective or warranty claim — step by step

• Email customerservice@smobilewireless.com with your order number and a description of the fault.
• We respond within 1 business day with a Return Merchandise Authorization (RMA) and prepaid label.
• Pack the device in its original box with all accessories.
• Drop the package off at the carrier indicated on the label within 7 days of receiving the RMA.
• Track the shipment; you'll receive an email when it's received and again when the replacement or refund is issued.