Store Policies
We founded Genie ISP with one goal in mind: giving our customers a fair, rewarding and enjoyable shopping experience. Our store policies are detailed below, please have a look and contact us to learn more.
Genie ISP Return and Refund Policy
Effective Date: October 1, 2024
1. Returns
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Eligibility: Devices can be returned within 30 days of service activation.
Condition: Returned devices must be in new condition and include all original accessories, manuals, and packaging. Devices that are damaged, altered, or missing components may be subject to additional fees or may not be eligible for a refund.
Return Authorization: Before returning a device, please contact our customer support to obtain a Return Merchandise Authorization (RMA) number.
2. Non-Returnable Items
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Plan Refills: All plan refills are non-refundable, regardless of usage or status.
Used Accessories: Any used accessories, such as cables, batteries, and other peripherals, are non-returnable.
Non-Refundable Fees: Activation fees, programming fees, and any other one-time service fees are non-refundable.
3. Restocking Fee
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A 15% restocking fee will be deducted from the refund amount for all returned devices.
4. Free Plan Promotion
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Promotion Terms: If a promotion includes a free plan with the purchase of a device, the free plan is only valid if the customer retains both the service and the device.
Refund Calculation: If the device is returned, the cost of the free plan will be deducted from the refund amount. For example:
Device Cost: $399.99
Free Plan Value: $120
Subtotal After Deducting Plan Value: $399.99 - $120 = $279.99
Restocking Fee (15% of $279.99): $41.99
Total Refund: $279.99 - $41.99 = $238.00
5. Return Process
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Authorization: Contact customer support at 850-937-7700 or contact@genieisp.com to obtain an RMA number before returning any device.
Shipping: Customers are responsible for the cost of shipping the device back to Genie ISP unless the return is due to a defective product reported within the return period.
Risk of Loss: Genie ISP is not responsible for items lost or damaged during return shipping. Please use a trackable shipping method.
6. Refund Processing
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Timeframe: Refunds will be processed within 10-15 business days from the date we receive the returned device.
Method: Refunds will be issued to the original payment method used at the time of purchase.
Notification: You will receive an email confirmation once your return has been processed.
7. Defective Products
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Defective Devices: If you receive a defective device, please contact customer support within the 30-day return period for assistance with a replacement or repair.
Restocking Fee Waiver: The restocking fee may be waived for returns due to verified product defects.
8. Warranty Information
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Manufacturer's Warranty: Devices may be covered under the manufacturer's warranty. Please refer to the product documentation for warranty details.
Extended Warranty: Genie ISP does not offer extended warranty plans at this time.
9. Service Cancellation
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Cancellation Policy: If you wish to cancel your service, please contact customer support. Early termination fees may apply if you are within a contract period.
Return of Equipment: Leased equipment must be returned upon service cancellation. Failure to return leased equipment may result in equipment replacement fees equivalent to the current market value of the equipment.
10. Policy Abuse
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Genie ISP reserves the right to refuse returns or exchanges if we determine, at our sole discretion, that a customer is abusing the return policy. Repeated returns of used, damaged, or altered items may result in the denial of future returns.
11. Price Adjustments
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If the price of a product decreases within 30 days of your purchase, we will offer a discount on your next bill to account for the price difference. Please contact customer support to request a price adjustment.
12. Support Hours
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Our customer support team is available to assist you with returns and refunds during the following hours:
Monday – Saturday: 11:00 AM – 7:00 PM
Sunday: Closed
13. Links to Relevant Policies
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14. Changes to Return and Refund Policy
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Genie ISP reserves the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website.
Continued use of our services after changes have been made constitutes acceptance of the updated policy.
15. Contact Information
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For questions or concerns regarding returns or refunds, please contact us:
Phone: 850-937-7700
Email: contact@genieisp.com
Address: 3539 Apalachee Parkway, Suite 7, Tallahassee, FL 32311
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