Return Policy – Gen Mobile

Online 7-Day Money Back Service Guarantee

If you are not happy for any reason in the first seven (7) days your service or service plan is activated, Gen Mobile will refund any unused services or service plans and activation fee (if applicable) minus S&H. No questions asked! The 7-Day Money Back Guarantee only applies to customers who purchased their services or service plans on genmobile.com. Services or service plans purchased from authorized retailers or distributors do not qualify for the 7-Day Money Back Guarantee. Check with the authorized retailers or distributors to see their refund policies.

Getting your money back is hassle-free. To request your 7-Day Money Back Guarantee refund, just call Customer Care at (833) 528-1380 within seven (7) days from the date your service or service plan is activated to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if applicable), and phone number handy when calling. If you purchased a SIM card or phone, your refund will be processed upon receipt of the SIM card or phone.

Online 7-Day Money Back Phone Guarantee

All new and pre-owned Gen Mobile phones purchased on genmobile.com come with our 7-Day Money Back Guarantee so you can buy with confidence. You have seven (7) days from the delivery date of your new or pre-owned phone to return it to Gen Mobile for a repair, exchange, or full refund (minus S&H)). This return policy does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

To repair, exchange, or return your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if available), and phone number handy when calling. Your refund will be processed upon receipt of the phone.

Any unused services or service plans will be credited upon shipment of the replacement or repaired phone. Services or service plans and activation fee (if applicable) will be refunded under the 7-Day Money Back Guarantee (see our 7-Day Money Back Guarantee policy for services or service plans in the FAQ listed above).

Online Phone Warranty

Phones purchased on genmobile.com include a 30-day limited warranty that covers any out-of-box defects. It does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

You have thirty (30) days from the delivery date of your phone to return it to Gen Mobile for an exchange or repair. To repair or exchange your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if available), and phone number handy when calling. Any unused services or service plans will be credited upon shipment of the replacement or repaired phone. Gen Mobile reserves the right to exchange the equipment with a similar model of equal value, if the same model is not available.

Authorized Distributor Phone Warranty

Phones purchased from an authorized retailer or distributor include a 15-day limited warranty that covers any out-of-box defects. It does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

You have fifteen (15) days from the delivery date your phone to return it to Gen Mobile for an exchange or repair. Gen Mobile reserves the right to exchange the equipment with a similar model of equal value, if the same model is not available. Refunds are not allowed for Gen Mobile phones purchased from an authorized retailer or distributor. Please check with the authorized retailers or dealers to see their refund policies.

To exchange or repair your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number, and phone number handy when calling. Any unused services or service plans will be credited upon shipment of the replacement or repaired phone.