If you don’t love your new purchase, we can help you return it. Please review the things to know before you begin.
Things to know before you begin
- This information is for returning a new device.
- You can return a new Device and cancel your new service activation for a refund within 14 days of the date the Device shipped to you.
- Request a refund by emailing support@mobilecitizen.org with subject line “Refund Request for (Organization Name). Your email must include the IMEI number and PTN for each device that you would like to return for a refund.
- Mobile Citizen will request a Return Merchandise Authorization (RMA) from the equipment provider. Once Mobile Citizen requests the RMA, the equipment provider will cancel the service on the device. A Return Label PDF will be emailed to you. Follow the instructions included in the email to return merchandise.
- Returns must be postmarked within 14 days of the date the Device shipped to you.
- Use the original packaging to repackage your items. If the original is not available or damaged, you shall be responsible for providing the shipping box, securely package your item in a cardboard box that is strong enough to prevent damage during transit.
- You must return everything that came in the box with the device, in its package, with all contents undamaged and in good working condition, with no material alterations to the Device’s hardware or software.
- If any of the returned items are damaged or if the return isn’t completed properly, you will not be refunded.
Once we receive confirmation from the equipment provider that the device has been returned and accepted, Mobile Citizen will issue a refund that includes full, unused months of the service fee and the price you paid for the device (excluding shipping and handling, and activation fee). Refunds may take up to 60 days to process.
- You may be required to pay a restocking fee for a returned device. You will be responsible for paying within 30 days of receiving an invoice from Mobile Citizen.
If you choose to return the Device and cancel your service activation you are responsible for the full month of charges prior to service cancellation.
- Contact us at support@mobilecitizen.org or 1-877-216-9603 to request a Return Authorization to return your Device and cancel your new service activation.
If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
- Prevent your Device from working;
- Elect not to process your service cancellation;
- Charge you the cost to repair a damaged or altered Device; or
- Charge you the suggested full retail price of a destroyed or altered Device, or a non-returned Device, (which may be greater than the price you paid).