Refund policy

General Return Policy

If you are not satisfied with your purchase, you may exchange or return it for a refund within 14 days of receipt (excluding shipping and handling charges). The receipt date is available via the tracking number on the shipper's website. You can request an RMA (Return Merchandise Authorization) number by emailing support@safetelecom.net. All purchases, accessories and packing materials must be in new condition to avoid refusal of the returned merchandise or restocking fees.

Initiating a Return - Time Limits

IMPORTANT: To qualify for a return, you must:

  1. Contact us within 14 days of receipt to request a return (non-defective), or within 7 days of receipt to report any defects or issues
  2. Obtain an RMA number within 7 days of your initial contact - If you do not complete the RMA request process within 7 days of initial contact, your return request will be considered abandoned and you will need to submit a new request (subject to the original 14-day window from receipt)
  3. Ship the product within 14 days of RMA issuance - RMA numbers are valid for 14 days from the date of issue. Products must be postmarked within this timeframe or the RMA will expire and the return will not be accepted

Defective Products

If you believe your device is defective (such as non-functioning Wi-Fi, cellular connectivity issues, or other hardware problems):

  1. Contact us at support@safetelecom.net within 7 days of receipt to report the issue
  2. Describe the problem in detail and any troubleshooting steps you've already taken
  3. Complete the RMA process within 7 days of initial contact
  4. We will provide troubleshooting assistance and if necessary, issue an RMA for return inspection
  5. Return the device following our standard return shipping requirements below
  6. Ship the device within 14 days of receiving your RMA number

Upon receipt, our technical team will inspect the device to verify the reported defect. The device must still meet our return condition requirements for defective returns to qualify for no restocking fee.
If we confirm a manufacturing defect AND the device is in otherwise resellable condition with no customer-caused damage:

  • We will either repair the device, replace it with the exact same model, or issue a full refund
  • If the customer requests a refund for a verified defective product within the 7-day period, we will honor that request
  • No restocking fee will be applied for verified defective products
  • Return shipping costs will be reimbursed for verified defective products if returned using the shipping label provided by SafeTelecom. We cannot reimburse shipping costs for returns using customer-arranged shipping methods

If we confirm a manufacturing defect BUT the device shows customer-caused damage (scratches, dents, cracks, liquid damage, or other physical damage unrelated to the defect):

  • The device will be evaluated based on the extent of the customer-caused damage
  • SafeTelecom reserves the right to: (a) accept the return with a partial restocking fee to cover the loss in resale value, OR (b) refuse the return entirely if the damage is severe
  • Any restocking fee assessed will be based on the degree of customer-caused damage and may range from 5% to 15% of the purchase price

If we determine the device is functioning properly and no manufacturing defect exists:

  • Standard return conditions and the full 15% restocking fee will apply
  • The customer will be responsible for all return shipping costs

Important: Even if a device is defective, customers are still responsible for reasonable care of the product. Defects do not excuse customer-caused damage such as scratched screens, cracked cases, dents, or liquid damage.

SafeTelecom reserves the right to make the final determination regarding whether damage is related to the reported defect or was caused by customer misuse or negligence.

Return Requirements

All returned or exchanged items must be:

  • In new condition (resellable condition with no signs of use)
  • Factory reset with all passwords, PINs, and user data removed
  • In their original packaging
  • Must include all packing material, blank warranty cards, manuals, and accessories
  • Ship via insured ground service (USPS or UPS) with a tracking number
  • Include the RMA number clearly written on the outside of the shipping box
  • Be postmarked within 14 days of RMA issuance

Device Requirements:

  • Devices must be in mint, resellable condition
  • All user accounts must be removed and devices must be factory reset
  • Devices that are not factory reset will be refused
  • Configured profiles are acceptable (we can remove these)

Customer-Caused Damage on Defective Devices:

If a device is returned as defective but shows signs of customer-caused physical damage unrelated to the defect (such as scratched screens, cracked housings, dents, or liquid damage), SafeTelecom reserves the right to assess a partial restocking fee or refuse the return. The presence of a manufacturing defect does not excuse customer-caused physical damage. We will evaluate each case individually and may charge a restocking fee of 5-15% based on the severity of the customer damage, even if a defect is also present.

Order Information: An order number is required with all RMA requests to verify the purchase.

Return shipping charges are the responsibility of the customer. We are not responsible for lost or damaged packages.

ANY SIGNS OF WEAR, DAMAGE, OR FAILURE TO FACTORY RESET WILL RESULT IN REFUSAL OF YOUR RETURN.

Inspection and Refund Process

The product(s) will be inspected upon receipt. All returns must be in the condition you received them and in the original box and/or packaging for full credit to be issued, minus restocking fee. No credit will be issued if the product shows signs of use. Once we have received your return, we will process it and refund your credit card, minus the restocking fee if applicable. Please note that it can take up to 2 weeks to process a return once it's received. We will send you an email stating that your return is completed.

Refund Method

Refunds will be issued to the original payment method used for the purchase.

Cancelled Credit Cards: If the original credit card has been cancelled or closed, the card-issuing bank typically accepts the refund and applies it to the associated account. If the bank cannot process the refund, we will work with you to issue the refund via check or alternative method. Please allow additional processing time for these special cases.

Partial Refunds

Partial refunds may be issued for products returned without all pieces intact or without the original packaging. However, we reserve the right to refuse the return outright in these cases.

Right to Refuse

SafeTelecom reserves the right to refuse any return that does not meet the stated conditions in this policy, including but not limited to:

  • Returns initiated after the 14-day window
  • RMA requests not completed within 7 days of initial contact
  • Products shipped after the 14-day RMA validity period
  • Items showing signs of use or modification
  • Missing original packaging or accessories
  • Devices not factory reset
  • Multiple RMA requests for the same order (limit one RMA per order; no new RMAs after the original expires)

Restocking Fee

The restocking fee is 15% of the original purchase price and applies to:

  • Physical devices (including BYOD devices due to programming costs)
  • Standard returns due to buyer's remorse or change of mind

The restocking fee does NOT apply to:

  • Verified defective products
  • Digital software upgrades (Premium, Plus packages) - these receive full refunds
  • App store package upgrades - these receive full refunds

The 15% fee is calculated on the device price only, not on digital upgrades or software packages.

Cancellations

For orders cancelled before shipping, we will waive the restocking fee.

International Returns

For international returns, SafeTelecom will not issue a return label. The return label and any customs fees are the responsibility of the customer. International RMA numbers are valid for 14 days from issuance.

Discrepancies or Damages

If there are any noticeable discrepancies or damages when receiving your purchase, or if the wrong item was delivered, please contact us within 5 days of receipt of your package by emailing support@safetelecom.net

Wrong Item Shipped: If we ship you the wrong item:

  • Contact us immediately upon discovery (within 5 days of receipt)
  • Do NOT open or use the incorrect item - unopened items can be exchanged at no cost to you
  • If you open or use the incorrect item before notifying us, the item becomes non-returnable unless defective
  • We will provide a prepaid return label for unopened wrong items
  • Once an incorrect item has been opened, inserted with a SIM card, or shows signs of use, it is considered "accepted" and standard return policies apply (including restocking fees)

Return Shipping Labels:

  • Return labels will only be sent to the original shipping address within the United States
  • We do not provide international return labels
  • Labels will not be sent to alternate addresses except in extraordinary circumstances approved by management
  • Customers are responsible for any customs fees on international returns

Need Help?

Contact a member of our customer service team by emailing us at support@safetelecom.net.