1.4 Return Requirements: Devices must be returned to us in a like-new condition in their original packaging to be eligible for a refund or exchange. Devices that are damaged (including water damage), unsanitary, dented, cracked, scratched (including micro-scratches) or missing any original kit components, such as charging cables, may be denied a return or incur charges for the missing parts.

To protect your privacy, you are required to remove all confidential, proprietary, or personal information before returning your device. Consumer Cellular is not responsible for any returned device containing personal information. Before returning any device, please follow the important safety instructions included with your prepaid shipping label (mailed or emailed to you by Consumer Cellular). All lock features, PINs, or passcodes must be removed from the device to qualify for a return. Customers can master reset their devices to the original factory settings to accomplish this. We suggest that you transfer or back up all data (including pictures and personal contact information) to another file source as the data contained in the returned device memory cannot be recovered after it is returned to Consumer Cellular. If you are returning an iPhone or Apple Watch, you must also disable “Find My iPhone” or “Find My Apple Watch” in the iCloud settings on your device. If you attempt to return an iPhone or Apple Watch that has “Find My iPhone” or “Find My Apple Watch” enabled, your return will not be accepted, and your device will be returned to you. Additionally, Apple Watches need to be unpaired from your Apple devices to qualify for a return. If you are returning an Android device to us, you must disable the “Google Smart Lock” feature (also known as “Extend Unlock”) in the security settings on your device. If you attempt to return an Android device that has “Google Smart Lock” enabled, your return will not be accepted, and your device will be returned to you.

2. 30-day risk-free GUARANTEE for New Customers
With Consumer Cellular’s risk-free guarantee period, as a new customer, you may cancel your service within thirty (30) days of the activation date, and we will waive the monthly service charges and one-time network activation fees for new lines of service provided that your data usage is limited to 500MB. However, you remain responsible for any international long distance, roaming, text and data charges, any device upgrade fees for added or replaced devices on existing lines of service, as well as directory assistance charges and other third-party charges, and applicable taxes or surcharges. SIM cards do not need to be returned to Consumer Cellular to cancel your service with us. Please visit Cell Phone Plans to find the rates and fees applicable to our services and descriptions of our service plan offers. For certain active member affiliations, like AARP and USAA (“Active Memberships”), new Consumer Cellular customers receive an extended forty-five (45) day risk-free guarantee period. Please visit our website for additional details.

If you cancel beyond the risk-free guarantee period, or if more than 500MB of data has been used at the time of cancellation, you may still cancel your service at any time, and you will only be responsible for your monthly service fees in your final invoice (which may include any remaining unpaid balance if you financed your device with Consumer Cellular). However, you remain responsible for any international long distance, roaming, text and data charges, any one-time network activation fees for new lines of service or any device upgrade fees for added or replaced devices on existing lines of service, as well as directory assistance charges and other third-party charges, and applicable taxes or surcharges. If you cancel your service before the end of your billing cycle, we will not prorate or refund the monthly service charges on your final invoice. You will continue to have access to your services until the end of your billing cycle, unless you transfer the number for your service to a different carrier prior to the end of the billing cycle.

3. 30-day risk-free Returns for New Customers
Shipped Purchases: With Consumer Cellular’s risk-free return policy, as a new customer, you may return any device or accessories purchased directly from us within thirty (30) days of the shipment date for online purchases or orders by phone, and for Consumer Cellular in-store purchases, within thirty (30) days of the activation date provided that any device is returned to us in the condition described above in our return requirements. We will send you a prepaid shipping label to mail the items back to us. However, you remain responsible for the original shipping costs, which are non-refundable. For Active Memberships, new Consumer Cellular customers receive an extended forty-five (45) day risk-free return policy. Please visit our website for additional details.

Consumer Cellular Store Purchases: With Consumer Cellular’s risk-free return policy, as a new customer, you may return any device or accessories purchased at a Consumer Cellular Store within thirty (30) days of the activation date provided that any device is returned to us in the condition described above in our return requirements. For in-store purchases, you must visit that Consumer Cellular Store to return or exchange your items. For Active Memberships, new Consumer Cellular customers receive an extended forty-five (45) day risk-free return policy. Please visit our website for additional details.

4.1 Devices Shipped Purchases: Devices purchased from us by existing customers must be returned directly to us within fourteen (14) days of the shipment date for online purchases and orders by phone. All devices must meet the return requirements above. Devices that do not meet the return requirements will be returned to the customer with an explanation of the reason for the rejection. For existing customers with certain Active Memberships, only devices purchased from us when you add a new line of service are subject to our forty-five (45) day return period and must be returned directly to us. Retail Partners do not accept returns for the devices you purchase from us. For online purchases and orders by phone, you can start a return by calling customer support or contacting us online at Contact Us. The return must be made by mail (using a prepaid shipping label mailed or emailed to you by Consumer Cellular) and cannot be returned in store. For in-store purchases, you must visit that Consumer Cellular Store to return or exchange your items. SIM cards do not need to be returned to Consumer Cellular to cancel your service with us. Device upgrade fees for added or replaced devices on existing lines of service are non-refundable.

Consumer Cellular Store Purchases: Devices purchased from us by existing customers must be returned directly to us within fourteen (14) days of the activation date for Consumer Cellular Store purchases. For in-store purchases, you must visit that Consumer Cellular Store to return or exchange your items. All devices must meet the return requirements above. Devices that do not meet the return requirements will be returned to the customer with an explanation of the reason for the rejection. For existing customers with certain Active Memberships, only devices purchased from us when you add a new line of service are subject to our forty-five (45) day return period and must be returned directly to us. Retail Partners do not accept returns for the devices you purchase from us. Device upgrade fees for added or replaced devices on existing lines of service are non-refundable.

4.2 Apple Watches Shipped Purchases. Apple Watches purchased from us by new and existing customers are subject to our thirty (30) day return period and must be returned directly to us. For customers with certain Active Memberships, Apple Watches purchased from us are subject to our forty-five (45) day return period and must be returned directly to us. Before returning your Apple Watch, please follow the important safety instructions included with your prepaid shipping label (mailed or emailed to you by Consumer Cellular). All Apple Watches must meet the return requirements above. Apple Watches that do not meet the return requirements will be returned to the customer with an explanation of the reason for rejection.

Consumer Cellular Store Purchases. Apple Watches purchased from us by new and existing customers are subject to our thirty (30) day return period and must be returned directly to us. For customers with certain Active Memberships, Apple Watches purchased from us are subject to our forty-five (45) day return period and must be returned directly to us. For in-store purchases, you must visit that Consumer Cellular Store to return your items. All Apple Watches must meet the return requirements above. Apple Watches that do not meet the return requirements will be returned to the customer with an explanation of the reason for rejection.

4.3 Accessories Shipped Purchases: Any unopened accessories purchased directly from Consumer Cellular may be returned within fourteen (14) days of order delivery for existing customers, within thirty (30) days of order delivery for new customers, and within forty-five (45) days for new customers with certain Active Memberships. The return must be made by mail and cannot be returned in store. Any opened accessory returned to Consumer Cellular will not be refunded nor returned. Customers are responsible for shipping and shipping costs on all accessory returns to us.

Consumer Cellular Store Purchases: Accessories purchased at a Consumer Cellular Store are subject to our fourteen (14) day return period. For in-store purchases, you must visit that Consumer Cellular Store to return your items. Any opened accessory returned to a Consumer Cellular Store will not be refunded.

Consumer Cellular Accessories Store Purchases: Accessories and other products purchased online at Consumer Cellular Accessories are sold by our third-party accessory retailer and fulfillment provider Voice Comm, LLC (“VoiceComm”), as part of a co-branding agreement and not by Consumer Cellular. Please make sure you understand VoiceComm’s Shipping Policy, Refund Policy and Terms of Service before engaging in any transactions on the website. If you have any questions about your purchases on Consumer Cellular Accessories, please contact VoiceComm at consumercellulards@myvoicecomm.com, not Consumer Cellular.

5. Warranty Claim Coverage
You may be eligible for a warranty claim for new and certified refurbished devices purchased from Consumer Cellular with a manufacturer or manufacturing defects. Please see the warranty policy in the documentation for that item for more information on what is considered defective. Misused, or abused items, ordinary wear and tear or accidental damage will not be deemed defective under any circumstances. When we receive a device for a warranty replacement, we will thoroughly inspect the items for water, heat, cracks, drops and other physical damage. When you return your device for a warranty replacement, you must include all the original kit components, such as charging cables. Only customers who originally purchased their device from us are eligible for warranty claims.

Manufacturer’s Warranty. All new devices purchased directly from Consumer Cellular have a one (1) year warranty from the date of purchase. For iPhones and Apple Watches, Apple’s one (1) year limited warranty and ninety (90) days of technical support are handled directly by Apple.

Certified Refurbished Warranties. Warranties for all certified refurbished devices purchased directly from Consumer Cellular are handled by us through our exchange/return process by mail described above.

• iPhones – nine (9) month certified refurbished warranty from the date of purchase. If the original iPhone warranty is still active, we will refer the customer to Apple. Otherwise, Consumer Cellular will process the warranty replacement ourselves.
• GrandPads – nine (9) month certified refurbished warranty from the date of purchase.
• All other devices – six (6) months certified refurbished warranty from date of purchase.

If you are returning your device for a warranty replacement, we will send you a prepaid shipping label to mail the items back to us. Consumer Cellular must receive the replaced device within fourteen (14) days of the date your warranty replacement device was shipped. Otherwise, you will be billed in full for the warranty replacement device. Similarly, you will be billed in full for the warranty replacement device for replaced devices that are denied warranty claims. For cancelled accounts, we do not ship warranty replacement devices without first having received the replaced device nor do we provide prepaid shipping labels to mail the items back to us. For in-store purchases, you must visit that Consumer Cellular Store for warranty replacements.

8. Locked Devices
If you bought a device from us, it may have been programmed with a SIM lock that prevents it from operating with other compatible wireless carriers’ services. If you wish to use a device with the service of another wireless carrier, you (or Consumer Cellular) must enter an unlock code. We will unlock your device upon request if you meet certain eligibility criteria including, but not limited to the following:

• The device is paid in full;
• Your account is in good standing (i.e., no past due amount or unpaid balance owed to Consumer Cellular);
• The device has not been reported lost or stolen;
• Consumer Cellular has the unlock code or can reasonably obtain it from the manufacturer; and
• The equipment has been active on Consumer Cellular’s service for at least thirty (30) days.

We may allow customers to pay a fee in lieu of the above criteria. The fee will be set by Consumer Cellular in our sole discretion. We do not honor unlock requests unless requested by the customer who originally purchased the device from us. For customers who are actively deployed military personnel, upon receipt of your deployment papers, we will honor your unlocking request at any point in time if you otherwise meet all our other eligibility criteria above. If your device was originally purchased from another carrier, the device may be subject to that wireless carrier’s unlocking policies. For further details on eligibility requirements and for assistance with obtaining the unlock code for a device, please call us at (888) 925-5291 or visit us online at Contact Us.

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