Learn how to return or replace a Relay, including how to cancel service (if applicable), how to package and ship a Relay back to us, as well as any possible associated costs.

Definitions

  • Return: A return can be classified as when you no longer want a Relay you purchased, you’re within the money back guarantee, and you wish to return your Relay to us.
  • Replacement: A replacement can be classified as when your Relay isn’t working properly and you need a replacement.

Return

Please read the information below as there are certain guidelines that need to be met and steps that you need to follow in order to successfully return your Relay to us and be eligible for any type of refund (initial shipping is non-refundable).

If you’re replacing your Relay with a new one, please see the Replacement section.

Money Back Guarantee

All Relays come with a money back guarantee as long as the Relay is returned undamaged, in its original packaging, and we are contacted within 30* days of delivery of the Relay (initial shipping is non-refundable).

*Extended 90-day Money Back Guarantee: Any Relay purchased by June 14, 2018 at 3AM ET receives an extended money back guarantee of 90 days from date of delivery. 

How to Return

There are two types of returns:

  1. Cancellation Return: The most common return process is when you purchased a Relay, 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 Relay to us.
  2. Deactivated Return: The second return process is if you have a Relay that you purchased 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 Relay to us.

Cancellation Return

If you’ve already activated your Relay and you wish to cancel the service and return it to us for a refund, please follow the steps below:

  1. Ensure you are within the money back guarantee window
  2. Open a Relay Help ticket advising that you wish to cancel your Relay service. A Relay Help team member will cancel your Relay service line.
  3. Turn your Relay off and box it up with all of its original components. We'll send you an email with a link to your return shipping label. You'll need to return your Relay and components within 14 calendar days from the time you receive your return shipping label.
  4. Print your return shipping label and place it on the box
  5. Drop off at any FedEx location or USPS location. You can also put it in your mailbox for USPS to pick up.

Once we've received your Relay, we'll review it for any missing or damaged items based on these guidelines and deduct that amount from your refund based on the level your Relay falls into, if any. We will email you with the results.

Deactivated Return

If you have a Relay in your possession that you purchased, but haven’t activated it yet and want to return it for a refund, please follow the steps below:

  1. Sign into your Account (this will be either your Republic Wireless account or the one you created when you first signed up)
  2. Click Orders, Payments, & Returns on the left hand side
  3. If you have any eligible returns, there will be a sentence on the left hand side with a link, click on the link
  4. Check the box next to the item you wish to return
  5. Click Return Item
  6. Review your return request and click Submit Return Request
  7. You’ll receive a confirmation email with a link to a return shipping label. Print the return shipping label
  8. Box up your Relay with all of its original components and place the return label on the box
  9. Drop off at any FedEx location or USPS location. You can also put it in your mailbox for USPS to pick up.

Once we've received your Relay, we'll review it for any missing or damaged items based on these guidelines and deduct that amount from your refund based on the level your Relay falls into, if any. We will email you with the results.

Replacement

Please read the information below as there are certain guidelines that need to be met and steps that you need to follow in order to successfully replace your Relay to us.

If you’re returning your Relay in association with a cancellation, please see the Return section.

There are two types of replacements:

  1. Warrantable Replacement: These types of replacements are when something is wrong with the Relay you've purchased directly from us or an authorized retailer and the damage was not caused by you. If this describes your situation, please follow these instructions to replace your Relay.
  2. Lost, Stolen, or Damaged Replacement: In the event your Relay is lost, stolen, or damage was caused by you (accidental or not), please follow these instructions to replace your Relay.

Warrantable Replacement

If you’re having issues with your Relay that aren’t a result of any damage done by you (accident or otherwise), please follow the steps below:

  1. Open a Relay Help ticket and advise what issues you’re having with your Relay
  2. Troubleshoot with a Relay Help team member. If they determine there's a malfunction with your Relay, battery, or charger (please review our one year Limited Warranty), we'll send you information on how we'll replace your Relay. This includes sending you a return shipping label so that you can send your Relay back to us
  3. Turn your Relay off and box it up with all of its original components. You'll need to return your Relay and components within 14 calendar days from the time you receive your return shipping label
  4. Print your return shipping label and place it on the box
  5. Drop off at any FedEx location or USPS location. You can also put it in your mailbox for USPS to pick up

Note: Once we receive your Relay, we will review it for any missing or damaged parts (outside of our Limited Warranty). If there are any missing or damaged parts, we will charge the credit or debit card we have on file according to these guidelines.

Lost, Stolen, or Damaged Replacement

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

  1. Purchase a new Relay
  2. Once you receive your new Relay, follow the activation instructions to get it activated
  3. Open a Relay Help ticket and advise you need to cancel your old Relay service line

List of Costs

Once we receive your Relay, we'll review it for any missing or damaged items under the following guideline:

  • If there are any missing or damaged items (chart listed below), we'll either deduct those charges from your refund amount if you’re returning a Relay, or charge the debit or credit card we have on file if you’re replacing a Relay
  • Any refund/charge amounts will include taxes (initial shipping is non-refundable)
  • Refunds for the Relay and monthly service charges will be refunded separately
  • Refunds will show as Republic Wireless on your debit or credit card statement

Level One - Minor cosmetic damage. Minor scratches/dings on the casing (sides, back) of the Relay. We charge $15

Level Two - Significant cosmetic damage. Dents on the casing (sides, back) of the Relay. We charge $30

Level Three (No refund will be received) - Missing Relay, water damage, damaged/broken parts (e.g. SIM Card slot, USB port, headphone port), rooted or software compromised, etc…)

Additional:

  • Missing/Damaged Charger - $15
  • Missing/Damaged USP Cable - $5

For Returns:

For Relays that were purchased as a bundle, if you return all Relays in a bundle, you will receive the full purchase price and taxes of the bundle (minus any charges for missing or damaged items and initial shipping). If you return only some of the Relays in a bundle, the refund amount for each Relay will be determined by how many Relays were in the bundle.

By way of example:

  • If you bought a three pack for $199, the refund amount of a returned Relay would be one third of $199, or $66.34. If your Relay was found to be damaged in a Level 1 manner (see chart above), a $15 charge would be applied to the initial prorated amount ($66.34). The resulting amount that would be refunded would be $51.34 (plus any applicable taxes).
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