Refund policy
💸 Genie ISP – Refund Policy
Last Updated: June 29, 2025
🛍️ Refund Eligibility (In-Store & Online)
✅ Return Window:
• All eligible merchandise — including routers, hotspots, laptops, keyboards, mice, and networking equipment — may be returned within 30 days of purchase or delivery
• Items must be unused, undamaged, and in their original packaging with all included parts
❌ Restocking Fee:
• 25% for standard returns
• 35% for orders paid using Afterpay, Sezzle, or similar platforms (to cover non-refundable payment processing fees)
This restocking fee applies to all returns, even unopened items, and covers:
• Non-recoverable payment platform fees
• Fraud prevention protocols
• Functional testing & diagnostics
• Admin and re-inventory labor
💳 Refund Method for BNPL Payments (Afterpay, Sezzle, etc.):
If your order was placed using a buy now, pay later service like Afterpay or Sezzle, and your return is approved, any refund will be issued via check, PayPal, or CashApp (whichever is available/preferred).
These third-party platforms do not allow merchants to directly reverse or cancel payments, so we process the refund independently. Your installment agreement remains active until resolved with the payment provider.
🚫 What’s Not Refundable
🚫 What’s Not Refundable
• Activated SIM cards or service plans (including eSIMs)
• StreamSphere plans — once activated, they are non-refundable
• Data usage or any prepaid service already used
• Any "free" service plan — unless the device is kept. If returned, the plan cost will be deducted from the refund
• Programming fees for BYOD (Bring Your Own Device) plans — even if service is canceled
• Clearance, AS-IS, or final-sale merchandise
• Devices returned in damaged condition, missing parts, or with signs of tampering
• BYOD plans once activated
📦 Return Condition Policy
💥 Customers are responsible for securely packaging returned items. If an item is damaged due to insufficient packaging, the refund may be denied or reduced.
📸 For online orders, photo or video proof of the item may be required before a return label is issued.
📑 Refunds are only approved if the returned item includes:
✔️ Original box
✔️ Charging cables or adapters
✔️ Manuals, inserts, or user guides
✔️ Any included accessories or free gifts
📦 Customers are responsible for tracking and confirming delivery of their own returns. Genie ISP is not liable for lost or delayed returns unless tracking shows delivery to our location.
🧪 All returns are subject to final inspection before any refund is issued. Devices that fail inspection may receive a partial credit or be rejected entirely.
🔁 Exchange Policy
Exchanges are allowed on items that are in like-new condition, even if opened or lightly used.
Items must be:
• Free from any damage or signs of wear
• Returned with all original packaging and included accessories
❌ Items not eligible for exchange:
• Products with physical damage, missing parts, or heavy signs of use
• SIM cards, activated service plans, or eSIMs
• Clearance, AS-IS, or final-sale items
🚚 Shipping Costs
• All shipping fees are non-refundable, including return labels
• Refunds for shipping costs will only be granted if Genie ISP is at fault (e.g., wrong item, DOA device)
🧪 What Counts as "Tampering"
Tampering includes:
• Removing firmware or software locks
• Hardware modifications or resets
• Breaking manufacturer seals
• Any physical or software alteration from the original condition
⏱️ Return Shipping Deadline
Once a return is approved and a label is issued, you must ship the item within 7 business days.
Late shipments may be refused and ineligible for a refund.
💳 Return Label Policy
If a return label is provided and you choose not to use it, a $19.95 return label fee will be deducted from your refund (if approved).
This covers the additional costs of processing and verifying returns shipped without our standard label.
🛠️ Warranty Claims
Warranty-based replacements are handled separately and do not qualify for refunds.
Refer to our Store Policy for details on coverage and claim process.
💳 Refund Method
• Refunds are issued to the original payment method used at checkout
• Cash purchases are refunded via company check, Zelle, CashApp, or PayPal
• Orders paid through Afterpay, Sezzle, or similar "buy now, pay later" platforms will be refunded via check, Zelle, CashApp, or PayPal — as these platforms do not allow direct refunds from merchants. Your payment agreement with them remains active until resolved.
⏱️ Refund Timing
• Standard: 9–15 business days
• Expedited: 5–7 business days (only if restocking fee is prepaid in advance)
🧾 Refund Confirmation
You will receive a confirmation email or receipt once your refund has been processed.
Please allow an additional 3–5 business days for the refund to reflect in your bank, PayPal, or payment app after processing.
📬 Return Process (Online Orders)
• All returns must be approved first by contacting 📧 support@genieisp.com
• A prepaid return label will be provided for approved items
• The label cost is deducted from your refund unless Genie ISP is at fault
• If you choose not to use the provided label, a $19.95 return processing fee will be deducted from your refund
• Once a label is issued, the item must be shipped within 7 business days or the return may be refused
• If you use your own shipping method, Genie ISP is not responsible for any delays, lost, or damaged packages
📦 Always keep tracking info and your drop-off receipt!
🌍 International Orders
We currently do not accept international returns. All sales are final for shipments outside the U.S.
🏢 Business & Dealer Return Policy
Purchases made for resale, dealership, or business purposes are considered final sale unless otherwise approved in writing. These are not eligible for return or exchange under the standard refund policy.
✍️ High-Value Item Return Policy
For returns involving high-value items (e.g. laptops, bundles, large equipment orders), Genie ISP may require:
• A signature upon delivery to the customer
• Photo ID for in-store pickups or cash returns over $400
• Additional verification steps before refund approval
🚫 Return Abuse Policy
Genie ISP reserves the right to refuse returns from customers who exhibit:
• Excessive return behavior
• Policy abuse
• Missing required return conditions
⚠️ Promotional Sale Restrictions
Items purchased during limited-time promotions, bundle deals, seasonal sales, or clearance events (e.g. Black Friday, Holiday Sales) are considered final sale and are not eligible for refund.
➡️ These items may qualify for exchange only, and only if returned in unused, like-new condition.
📌 Any exceptions will be clearly stated at the time of purchase.
💳 Regular-priced items are eligible for refund under our standard return policy, or may be returned for store credit upon request.
💳 Chargeback Policy
Initiating a chargeback or payment dispute while your return is in process may result in:
• Refund denial
• Delayed case resolution
• Permanent account suspension
All customers must follow the Genie ISP refund process first.
🧾 Tax & Adjustment Policy
Taxes paid at checkout will be refunded to your original payment method in accordance with your state’s laws.
Return values may be adjusted based on:
• Restocking fees
• Promotional pricing
• Missing items or accessories
⚖️ Final Review & Discretion
All refunds, exchanges, and restocking decisions are subject to final review by Genie ISP management and may require additional documentation.
💬 Refund Still Missing?
Waited more than 15 business days? Here’s what to do:
- Check your bank/card account
- Review any emails from Genie ISP
- Contact your payment provider
- Still stuck? Reach out to us!
📧 support@genieisp.com
📞 (850) 937-7700
🏢 Contact & Support
📍 3539 Apalachee Parkway, Suite 7, Tallahassee, FL
📞 (850) 937-7700
📧 contact@genieisp.com
By purchasing from Genie ISP, you agree to this Refund Policy and our full Terms of Service.