Return Policy
Device/Accessory Return Policy
We will gladly accept returns or make exchanges on all devices and accessories purchased from Onsigna Holdings or a 3rd party within 30 days of purchase (14 days for tablets). A restocking fee of $150 ($300 for netbooks, tablets, smart phones, blackberry’s and voip devices) applies to any return or exchange of a device.
This return and exchange policy does not apply to customers who have purchased a Prepaid Plan.
Exchange New Merchandise
You are permitted to make one exchange. To make an exchange, return the merchandise (including device, charger, battery, instructions, and any other components) in the ORIGINAL box. All merchandise must be in like-new condition and accompanied by the original receipt. Shipping charges may apply to exchange merchandise sent to you by Onsigna Holdings or a 3rd party.
If you purchased your device or accessory from another 3rd party, the 3rd party exchange policy applies.
Return And Service Termination
You may terminate service for any reason within 30 days of activation. If you purchased a device from us at a promotional price at the time of activation, you must return that device to avoid being assessed an Early Termination Fee of $375, or $550 if you purchased an Advanced Device. You will remain responsible for your Activation Fee unless you terminate service within three days of activation. You will also be responsible for all applicable usage fees, prorated access charges, taxes, surcharges or other charges that accrued to your account through the termination date. If you paid a security deposit, it may take between 30 and 60 days to process the return of your security deposit. The charges for any service used on the account before the service termination date may be applied against your security deposit.
If you cancel your service after the 30-day period, but prior to the expiration of your minimum term, you will be responsible for all of the above-mentioned charges, including an Early Termination Fee.
If you return your merchandise, even by mistake, after the return period, you will not receive a refund and the merchandise you returned will not be returned to you.
At our discretion, we may decline your return or charge you a fee for a missing item, or for items that we determine are damaged or require service. If you return and we accept your merchandise within the return period, we will refund your purchase price, subject to the restocking fee. If you return a device without a UPC on the box, the amount of the refund will be reduced by the amount of any mail-in rebate that was available for the device at the time of purchase. Purchases made by cash or check, credit card or gift card will be refunded by check, credit card or gift card, respectively.
If you received your merchandise through a "Buy One, Get One Free" or similar offer, both items must be returned in order to receive a refund. For exchanges for the same merchandise make and model, only the item to be exchanged needs to be returned.
If Onsigna Holdings must remove installed equipment from a vehicle or fixed location in order to return or exchange it, you will be charged a service fee.
Opened software purchased may not be returned for refund.
Before returning or exchanging any device or accessory that has data in its memory, please transfer all files you wish to retain to another file source. Once the device or accessory is returned, your files cannot be recovered.
Because the FCC requires that nearly all devices on a carrier's network have GPS capability, Onsigna Holdings does not allow non-GPS devices to be activated on our network. If you upgrade from a non-GPS-capable device to a GPS-capable device and then return it within the return period, Onsigna Holdings will not allow the older non-GPS-capable device back on our network. We will, however, allow you to exchange your new device for another GPS-capable device that will meet your needs, subject to the restocking fee.
If you purchased your merchandise online or by phone, please follow the return instructions in your package. If you purchased your merchandise from a 3rd party, you must return to 3rd party. Returning your merchandise does not automatically terminate your service. You must call Customer Service to cancel service.
Gift Card Returns
Gift Cards can be returned within 30 days of the date of purchase if accompanied by the receipt. If the Gift Card was purchased from the Onsigna Holdings online store, please visit our online store www.onsignaonlinestore.com process the return.
Onsigna Prepaid Return Policy and Important Information
How Do I Accept my Prepaid Customer Agreement?
You accept the agreement by:
- Agreeing in writing, by email, over the phone, or in person;
- Opening a package that says you are accepting by opening it; or
- Initializing your account.
When you accept, you're representing that you are at least 18 years old and are legally able to accept an agreement. If you're accepting for an organization, you're representing that you are authorized to bind that organization, and where the context requires, "you" means the organization.
If you don't want to accept, don't do any of these things. You can cancel your Prepaid service if you tell us (and return to us in good condition any device and/or any card you got from us with your new service) within 30 days of the date of purchase with the original sales receipt. A restocking fee of $150 ($300 for netbooks, tablets, smart phones, blackberry’s and voip devices) will apply to all device returns. No refunds will be granted or returns accepted after 30 days, if the card has been used, if the coating on the card has been scratched off, or if your account has been initialized.
January 2011
