Store Policy
🛍️ Genie ISP – Store Policy
Effective Date: June 27, 2025
At Genie ISP, we keep things clear, fair, and customer-friendly 🧞♂️💙
This Store Policy covers everything from returns and refunds to warranties and service expectations. Let’s make it smooth and stress-free.
🔁 1. Return Eligibility
📦 Returns are accepted within 30 days of activation or delivery
📦 Items must be in like new condition, or in the same condition they were originally provided
📦 Must include all original parts, accessories, manuals, and packaging
📦 An approved RMA (Return Merchandise Authorization) is required before shipping any return
📸 Photo evidence may be required for defective or damaged product claims.
⚠️ Returns missing parts, packaging, or with visible damage may incur additional restocking fees — or be denied altogether
🚫 2. Non-Returnable Items
The following items are final sale and not eligible for return:
• ❌ Prepaid service or refills
• ❌ Activated SIM cards or eSIM activations
• ❌ Used or opened accessories (chargers, SIM tools, cables)
• ❌ One-time setup, activation, or programming fees
📘 See full: Refund Policy
💸 3. Restocking Fee
A 25% restocking fee applies to:
• Buyer's remorse returns
• Open-box or partially returned items
• Returns with missing packaging or signs of wear
📦 Restocking fee may be waived for verified defective product returns (see Section 7)
📦 Returns that are incomplete or tampered with may be denied
🎁 4. Free Plan Promotions
If your device came with a free service plan:
• You must keep both the device and service to keep the promo
• If returned, the plan value will be deducted from your refund
📊 Example:
– Device Price: $399.99
– Free Plan Value: $120
– Refundable Subtotal: $279.99
– 25% Restocking: $69.99
– Final Refund: $210.00
📬 5. Return Process
📞 Contact us at (850) 937-7700 or 📧 contact@genieisp.com to get your RMA
📦 In most cases, we’ll email you a prepaid return label — if not, you’ll be responsible for shipping (unless the item is defective)
📦 Trackable shipping required — Genie ISP is not liable for lost/damaged returns
📦 All original deliveries require signature confirmation (see 📦 Shipping Policy)
💳 6. Refund Timeline
⏱️ Refunds are issued:
• Within 7–14 business days after return is received and approved
• Within 3–5 business days if restocking fee is paid upfront
💳 Refunds go to the original payment method
📧 You’ll receive a confirmation email when it’s processed
💡 Shipping and payment processing fees are non-refundable unless due to a Genie ISP error.
📘 See full: Refund Policy
⚠️ 7. Defective Products
📦 Defective modems will be replaced, not repaired
🧰 We do not offer repair services for any networking hardware
📨 Defect claims must be submitted within 2 business days of delivery
📸 Photo proof may be required before a replacement is issued
🛡️ 8. Genie ISP Warranty
All Genie ISP modems include a 1-year limited warranty covering:
✔️ Internal hardware failures
✔️ Manufacturer defects under normal use
Not covered:
❌ Accidental or cosmetic damage
❌ Tampering, cracked housings, liquid exposure
❌ Power surges, weather damage, or acts of God
❌ Unauthorized modifications
📄 Optional monthly insurance is available below ⬇️
💼 9. Optional Device Protection
Protect your modem with monthly insurance starting at $15/month 💡
• Covers accidental damage (cracks, spills, surges)
• Extends coverage beyond the 1-year manufacturer warranty
• Faster replacement turnaround
📞 Contact support to enroll before any issue occurs.
📵 10. Service Cancellation & Leased Equipment
To cancel:
• 📧 Contact our team directly
• 📦 Return any leased devices in good, working condition
• 💰 Failure to return = full replacement fee (based on current market value)
🚨 Genie ISP modems may include security/fraud locks. Tampering or bypassing them voids refunds and may permanently block the device.
📜 See full: Terms & Conditions
🚨 11. Policy Abuse
We reserve the right to refuse service or returns if:
• A customer frequently returns used, altered, or damaged items
• Any fraudulent leasing, resale, or refund behavior is detected
• A pattern of refund or exchange abuse is flagged
💰 12. Price Adjustments
If your item drops in price within 30 days, you may request:
• A one-time store credit
• A discount on your next bill or order
📞 Contact support with your order number.
🕑 13. Support Hours
We’re here to help Monday–Saturday:
🗓️ Mon–Sat: 11:00 AM – 7:00 PM
🛌 Sunday: Closed
🔗 14. Linked Policies
📘 Refund Policy
🚚 Shipping Policy
📜 Terms & Conditions
🌐 Network Management Policy
🔒 Privacy Policy
📝 15. Policy Updates
We may revise this Store Policy at any time.
📢 All updates are effective immediately upon posting.
Continued use of our services = agreement to the latest policy version.
📞 16. Contact Us
📍 Genie ISP
3539 Apalachee Parkway, Suite 7
Tallahassee, FL 32311
📞 (850) 937-7700
📧 contact@genieisp.com
🌐 genieisp.com
✅ Final Agreement
By placing an order with Genie ISP, you agree to this Store Policy and all linked policies listed above.