Return and Replacement Policy

Document created by sarahd on Nov 6, 2013Last modified by beng on Mar 31, 2017
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Overview:

This document provides information regarding Republic's return and replacement policies for phones, SIM cards, and accessories that have been purchased directly from Republic Wireless. Learn what our policies are and how to return or exchange them.

 

 

 

 

 

 

Returns

 

Returns can be classified as when you no longer want an item that you purchased from Republic or you wish to cancel and return all products to us. There are certain guidelines that need to be met and steps that you need to follow in order to successfully return an item to us and be eligible for any type of refund (initial shipping is non-refundable). If you need to replace your phone or other item, please see the Replacements section. 

 

In this section, we'll cover the following types of returns:

 

 

 

Republic Phones

 

There are two types of phone return processes:

 

  1. The most common return process is when you purchased a phone from Republic, you activated it on your own account, and now want to cancel and return it back to us. If this describes your situation, please follow these instructions to return your phone to us.

  2. The second phone return process is if you have a phone that you purchased from Republic and you either haven't activated it yet or you gave it to someone else and they activated it on their own account, and now you want to return it. If either of these scenarios describes your situation, please follow these instructions to return your phone to us. 

 

 

Cancelation Return

 

This section explains how to return a Republic phone to us if you're canceling a service line. If you purchased your phone somewhere other than Republic, you'll need to follow the return process from where you purchased your phone. Please follow the steps below to return your Republic phone to us.

If you plan on keeping your phone number and taking it to a different provider, you have to transfer it to them first (disconnected numbers cannot transfer). To request a number transfer out, you'll need to contact the provider your transferring your number to.

                          

 

 

1 Icon.png

Cancel Service Line

Make sure you're still within our Money Back Guarantee and then submit your cancelation request in your My Account portal. Check out our Cancelation Tutorial for a step-by-step guide on how to do this.

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Cancelation Confirmation

You'll receive a cancelation confirmation email as well as an email that includes a link to a return shipping label.

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Remove Personal Data
Before packing your phone up and shipping it back to us, you'll want to remove any personal info from your phone. Please follow the steps below to remove all personal info from your phone.

 

  • Remove Screen Lock
    You need to remove your PIN, Pattern, or Password that you may have set up so that we aren't locked out of the phone once we get it back.

 

To remove your PIN, Pattern, or Password:

 

    • For Moto and Nexus Phones - Tap Apps → Settings → Security → Screen lock → None or Swipe.
    • For Samsung Phones - Tap Apps → Settings → Lock screen and security → Screen lock type → None or Swipe.
    • For the Huawei Ascend - Tap Settings → Screen lock & passwords → Password → None → Remove
  • Remove Photos and Videos
    To remove photos, videos, music, etc... that you want to keep, you can either Move Files to Your Computer or Sync Your Photos and Videos to the cloud.

  • Perform a Factory Reset
    This is a very important step. After you've removed all personal info and screen locks from your phone, you should perform a factory reset. Performing a factory reset will erase everything on your phone and put it back to it's original factory state. It will also remove what's called the "Kill Switch," which is a protection feature added by Google. If you send a phone back to us without removing the Kill Switch, we'll be locked out thus rendering the phone useless and you won't receive a refund for your phone. 

    Important Note: When performing a factory reset, you must follow the instructions that take you through the Settings app on your phone (performing a factory reset through the boot menu won't remove the Kill Switch).
4 Icon.png

Ship Your Phone Back to Republic

Your phone must be returned with all its original components and in working order. We'll send you an email with a link to your return shipping label. You'll need to return your phone and components within 14 calendar days from the time you receive your return shipping label.

Note: Components that shipped with your phone need to be in the box with your phone when you ship it back, otherwise we have no way to track who the components belong to.

                          


Please follow the below instructions when shipping your phone(s) back to us:

 

    1. Click on the link in the email.
    2. Print your return shipping label.
    3. Package your phone and all of it's original components, and place the label on the box.
    4. Drop off at any FedEx or USPS location. You can also put it in your mailbox for USPS to pick up.
5 Icon.png

Republic Reviews Phone(s)

Once we've received your phone(s), we'll review it/them for any missing or damaged items based on the guidelines here and deduct that amount from your refund based on the level your phone(s) fall into.

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Results and Refund

After we've reviewed your phone(s) and determined if there were any missing or damaged items, you'll receive an email letting you know what refund amount you're eligible for.

 

 

 

Deactivated Phone Return

 

This section provides instructions for how to return a Republic phone that either hasn't been activated yet or was activated on a different account and now needs to be returned. For either scenario, you must be within our Money Back Guarantee in order to be eligible for a refund. Please follow the steps below to return your phone to Republic. 

 

 

Detail Images

(click to enlarge)

Follow the step-by-step tutorial
1.

Sign In

 

Sign into My Account.

2.

Orders, Payments, & Returns

 

Click Orders, Payments, & Returns.

3.

 

 

Eligible Returns

 

If you have any eligible returns, they will show on the left hand side of the Orders, Payments, & Returns page. An eligible return is defined as any of the following:

 

 

Click the x item link to view your eligible returns.

4.

Select Item(s) to Return

 

Check the box next to the item(s) you wish to return. 

 

Keep in mind that in order to be eligible for a refund:

 

  • Phones that have been activated must be Factory Reset  properly.
  • Phones must be returned with all of its original components in the same box. 

 

Click RETURN X ITEM.

5.

Review Return Request

 

Review your return request and the possible refund amount. Note that initial shipping is non-refundable. 

 

Once you're ready, click SUBMIT RETURN REQUEST.

6.

Return Request Processing

 

Your return request is now processing. You'll receive an email that'll include a return shipping label. Be sure to include all of the original components that came with your phone in the box so that you're eligible for a refund. 

 

Note: If you activated your phone at all, please make sure there isn't any personal data on your phone and be sure to perform the proper factory reset. For more info visit Step 3 in the Cancelation section.

                          
7.

Return Request Pending

 

On the Orders, Payments, & Returns tab, your return request can be viewed as a Pending Account Credit until we've received your phone and reviewed it.

 

You'll receive an email with the results of our review that'll include refund amount details. 

 

 

 

Republic Accessories

 

This section provides instructions for how to return an accessory to Republic and must meet the following criteria:

 

  • Accessories can be returned to Republic for a refund if they're unopened, undamaged, and within 14 days of purchase
  • The accessory return process is separate from the cancelation process. So if you're canceling service and want to return accessories, you'll need to complete those processes separately.
  • If you're returning a Republic phone in addition to accessories you purchased, accessories need to be returned in a separate box with its own return shipping label (provided via email) for tracking and refund purposes.

 

Please follow the instructions below to return an accessory to Republic. 

 

 

Detail Images

(click to enlarge)

Follow the step-by-step tutorial
1.

Sign In

 

Sign into My Account.

2.

Orders, Payments, & Returns

 

Click Orders, Payments, & Returns.

3.

 

 

Eligible Returns

 

If you have any eligible returns, they will show on the left hand side of the Orders, Payments, & Returns page. An eligible return is defined as any of the following:

 

 

Click the x item link to view your eligible returns.

4.

Select Item(s) to Return

 

Check the box next to the item(s) you wish to return. 

 

Keep in mind that in order to be eligible for a refund:

 

  • Accessories must be unopened and undamaged.

 

 

Click RETURN X ITEM.

5.

Review Return Request

 

Review your return request and the possible refund amount. Note that initial shipping is non-refundable. 

 

Once you're ready, click SUBMIT RETURN REQUEST.

6.

Return Request Processing

 

Your return request is now processing. You'll receive an email that'll include a return shipping label. 

7.

Return Request Pending

 

On the Orders, Payments, & Returns tab, your return request can be viewed as a Pending Account Credit until we've received your phone and reviewed it.

 

You'll receive an email with the results of our review that'll include refund amount details. 

 

 

 

Republic SIM Cards

 

In order to be eligible for a Republic SIM card refund, you need to be within our Money Back Guarantee and your SIM card must be unopened and undamaged. If those requirements are met, we'll refund the full amount you paid (plus taxes) for your SIM card (initial shipping is non-refundable). Please contact the Republic Help team to request a SIM card return.

 

Note: Deactivated SIM cards can't be reactivated.

                          

 

 

 


 

 

 

Replacements

 

Replacements are classified as when you need to replace a product that your purchased from Republic. There are certain guidelines that need to be met and steps that you need to follow in order to successfully replace an item. If you need to return your phone or other item in association with a cancelation, please see the Returns section. 

 

In this section, we'll cover the following types of replacements:

 

 

 

Republic Phones

 

This section explains how to get a replacement for your Republic Wireless phone. If you need to return your phone as a result of a cancelation, please see the Returns section. There are two different types of replacements: warrantable and lost, stolen, or damaged. Please follow the steps below that best describe your situation to get a replacement Republic Wireless phone. If you purchased your phone somewhere other than Republic, you'll need to follow the replacement process from where you purchased your phone.

 

 

Warrantable Replacements

 

These types of replacements are when something is wrong with the phone you've purchased directly from Republic and the damage was not caused by you. In other words, if there's a defect or malfunction on the phone itself or a malfunctioning battery or charger. These types of replacements are free of charge to you as long as the phone is still within the manufacture's warranty.

 

If you're experiencing any of the issues listed above, please follow these instructions:

 

 

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Submit a Help Request

Begin by submitting a Help request to let us know what types of issues you're experiencing with your phone.

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Troubleshoot with Republic

A Republic Help team member will work with you to determine the cause of your phone's issues. If they determine there's a malfunction with your phone, battery, or charger, we'll send you information on how we'll replace your phone. This includes sending you a return shipping label so that you can send your phone back to us.

 

Note: If you're replacing a Samsung phone, you will need to contact Samsung for all warranty issues. We aren't able to replace Samsung phones.

                          
3 Icon.png

Remove Personal Data
Before packing your phone up and shipping it back to us, you'll want to remove any personal info from your phone. Please follow the steps below to remove all personal info from your phone.

 

  • Remove Screen Lock
    You need to remove your PIN, Pattern, or Password that you may have set up so that we aren't locked out of the phone once we get it back.

 

To remove your PIN, Pattern, or Password:

 

    • For Moto and Nexus Phones - Tap Apps → Settings → Security → Screen lock → None or Swipe.
    • For Samsung Phones - Tap Apps → Settings → Lock screen and security → Screen lock type → None or Swipe.
    • For the Huawei Ascend - Tap Settings → Screen lock & passwords → Password → None → Remove

 

  • Remove Photos and Videos
    To remove photos, videos, music, etc... that you want to keep, you can either Move Files to Your Computer or Sync Your Photos and Videos to the cloud.

  • Perform a Factory Reset
    This is a very important step. After you've removed all personal info and screen locks from your phone, you should perform a factory reset. Performing a factory reset will erase everything on your phone and put it back to it's original factory state. It will also remove what's called the "Kill Switch," which is a protection feature added by Google. If you send a phone back to us without removing the Kill Switch, we'll be locked out thus rendering the phone useless and you won't receive a refund for your phone. 

    Important Note: When performing a factory reset, you must follow the instructions that take you through the Settings app on your phone (performing a factory reset through the boot menu won't remove the Kill Switch).
4 Icon.png

Ship Your Phone Back to Republic

Your phone must be returned with all its original components and in working order. We'll send you an email with a link to your return shipping label. You'll need to return your phone and components within 14 calendar days from the time you receive your return shipping label.

Note: Components that shipped with your phone need to be in the box with your phone when you ship it back, otherwise we have no way to track who the components belong to.

                          


Please follow the below instructions when shipping your phone(s) back to us:

 

    1. Click on the link in the email.
    2. Print your return shipping label.
    3. Package your phone and all of it's original components, and place the label on the box.
    4. Drop off at any FedEx or USPS location. You can also put it in your mailbox for USPS to pick up.
5 Icon.png

Activate Your New Phone

While you're getting things ready to send your old phone back to us, we'll be sending you a new phone. As soon as you receive your new phone, you'll need to activate it as your replacement phone. You can follow step-by-step activation instructions here: Activate My Phone.

6 Icon.png

Republic Reviews Phone(s)

Once we've received your phone(s), we'll review it/them for any missing or damaged items based on the guidelines here. If we do find any missing or damaged items, we'll charge the credit card we have on file for you based on the level your phone(s) fall into.

 

 

Lost, Stolen, or Damaged Phones

 

In the event you lost your phone, was stolen, or damage was caused by you (accidental or not), these types of replacements aren't covered under warranty. In the event your phone is lost, stolen or damaged, please follow the below instructions:

 

 

Purchase a New Phone

Begin by purchasing a new Republic phone either in our online store or from a third party. If you need help with how to order from our online store, you can follow the instructions in this document: How to Use the Online Store.

Activate Your New Phone

Turn on your replacement phone and follow the activation steps on the phone. Be sure to sign into your Republic account when activating. You can also follow these step-by-step instructions

 

 

Republic Accessories

 

Republic doesn't replace any accessory purchases. Any accessory quality issues or replacement requests should be submitted directly to the accessory's manufacturer. 

 

 

Republic SIM Cards

 

If you're having issues with your Republic Wireless SIM card, please contact the Republic Help team. They will work with you to determine the best course of action for your particular situation. 

 

Note: Deactivated SIM cards can't be reactivated.

 

 

 


 

 

 

List of Charges

 

Whether you're returning your phone for a cancelation or we're replacing an existing phone, once we receive your phone, we'll review it for any missing or damaged items. If there are any missing or damaged items (chart listed below), we'll deduct those charges from your refund amount if you're returning your phone, or we'll charge you (to the credit or debit card we have on file for you) if it's a replacement request. 

 

The following list of charges are only charged if the phone and/or accessory is damaged and/or missing according to the info below. 

 

  • Level One
    Minor cosmetic damage (excludes screen damage). Minor scratches/dings on the casing (sides, back) of the phone.

  • Level Two
    Significant cosmetic damage (includes minor cracks to the screen). Dents on the casing (sides, back) of phone.

  • Level Three: Either no refund will be received (for cancelation requests) or original purchase price (plus taxes) will be charged (for replacement requests).
    Missing phone, water damage, damaged/broken parts (e.g. USB port, headphone port), rooted/software compromised, screen lock not turned off, or other.

 

 

Level OneLevel TwoLevel Three

Missing/

Damaged Charger

Missing/

Damaged USB Cable

Missing/

Damaged USBC Adaptor/

Headphone Adaptor

Missing/

Damaged Back Cover or Band

Missing/

Damaged SIM Card

Missing/

Damaged Battery/Door

Huawei Ascend 5W$65$105Original purchase price (plus taxes)

$15

$5

N/A

N/A

N/A

N/A

Moto E (2nd Gen.)$50$80Original purchase price (plus taxes)$15N/AN/A$15$5N/A
Moto G (3rd Gen.)$50$80Original purchase price (plus taxes)$15N/AN/A$15$5N/A
Moto G4

16GB: $70

 

32GB: $80

16GB: $120

 

32GB: $135

Original purchase price (plus taxes)$15$5N/A$15N/AN/A
Moto G4 PLAY

$50

$90

Original purchase price (plus taxes)$15N/AN/A$15N/A$20
Moto G4 PLUS$105$175Original purchase price (plus taxes)$15$5N/A$15N/AN/A
Moto GPlus

32GB:

$80

 

64GB:

$80

32GB:

$135

 

64GB:

$175

Original purchase price (plus taxes)$15$5N/A$15N/A$20
Moto X (2nd Gen.)$65$200Original purchase price (plus taxes)$15$15N/AN/A$5N/A
Moto X Pure Edition$80$175Original purchase price (plus taxes)$15N/AN/AN/AN/AN/A
Moto Z$245$405Original purchase price (plus taxes)$15N/A$10$5N/A$20
Moto Z Play$160$260Original purchase price (plus taxes)$15N/AN/AN/AN/A$20
Nexus 5X by LG

16GB: $125

 

32GB: $140

16GB: $205

 

32GB: $235

Original purchase price (plus taxes)$15$5N/AN/AN/AN/A
Nexus 6P by Huawei

32GB: $175

 

64GB: $175

 

128GB: $175

32GB: $290

 

64GB: $320

 

128GB: $350

Original purchase price (plus taxes)$30$5$10N/AN/AN/A
Samsung Galaxy J3$65$105Original purchase price (plus taxes)$15$5N/A$15N/A$15
Samsung Galaxy S6$175$290Original purchase price (plus taxes)$15$5N/AN/AN/AN/A
Samsung Galaxy S7$245$410Original purchase price (plus taxes)$15$5$10N/AN/AN/A
Samsung Galaxy S7 edge$280$465Original purchase price (plus taxes)$15$5$10N/AN/AN/A
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