DEFY XT Return and Replacement Policy

This article is no longer applicable as we no longer accept returns or replacements for the DEFY XT.

 

Listed below you'll find our Return and Replacement policies for the DEFY XT, along with instructions for how to properly return and/or exchange your phone(s).

Returns

(for DEFY XT phones purchased from Republic) 

  • Transfer

One of the most important things to keep in mind before canceling is if you're keeping your number, you'll want to transfer it out first. Once a number has been disconnected, it's no longer transferable. 

  • Submit

If you're within our Money Back Guarantee and would like to cancel service, you'll first need to request a cancellation by following the steps outlined in our Cancel My Republic Service document. Be sure to also check out our Terms of Service. 

  • Confirm

Once you've submitted your cancellation request, you'll receive a confirmation email along with final cancellation details. 

  • Ship

Your phone must be returned with all its original components and in working order. We'll also send you an email with a link to your return shipping label. You'll need to return your phone and accessories within 14 calendar days

Note: Accessories need to be in the box with your phone when you ship it back, otherwise we have no way to track who the accessories belong to. 

Please follow the below instructions when shipping your phone(s) back to us: 

    1. Click on the link in the email.
    2. Print your return shipping label.
    3. Package your phone, battery, charger, USB cable and SD card, and place the label on the box.
    4. Drop off at any FedEx location or USPS location. You can also put it in your mailbox for USPS to pick up. 
  • Review

Once we've received your phone(s), we'll review it/them for any missing or damaged items based on the guidelines here and deduct that amount from your refund based on what level your phone(s) fell in to. 

  • Refund

After we've reviewed your phone(s) and determined if there were any missing or damaged items, you'll receive an email letting you know what refund amount you're eligible for. 


Replacements 

There are a few different types of replacements. Let's go over each one in detail: 

Warrantable Replacements 

These types of replacements are when something is wrong with the phone purchased directly from Republic not caused by you. In other words, if there's a defect or malfunction on the phone itself or a malfunctioning battery or charger. These types of replacements are free of charge to you as long as the phone is still within the manufacturer's one year warranty. 

Note: Please do not contact Motorola for these kinds of replacements. They're unable to send you a new phone with Republic's unique build on it. 

If you're experiencing any of the issues listed above, please follow these instructions: 

  • Submit

Begin by submitting a help request to let us know what types of issues you're experiencing with your phone. 

  • Support

A Republic Help team member will work with you to determine the cause of your phone's issues. 

  • Replacement

If the Republic Help team member determines a malfunction with your phone, battery or charger, we'll send you a replacement phone right away.

  • Ship

Your phone must be returned with all its original components and in working order. We'll also send you an email with a link to your return shipping label. You'll need to return your phone and accessories within 14 calendar days

Note: Accessories need to be in the box with your phone when you ship it back, otherwise we have no way to track who the accessories belong to. 

Please follow the below instructions when shipping your phone back to us: 

    1. Click on the link in the email.
    2. Print your return shipping label.
    3. Package your phone, battery, charger, USB cable and SD card, and place the label on the box.
    4. Drop off at any FedEx location or USPS location. You can also put it in your mailbox for USPS to pick up. 
  • Activate

Once you've received your replacement phone, reply back to your original help request so a Republic Help team member can move your number to your new replacement phone. 

  • Review

Once we've received your old phone, we'll review it for any missing or damaged items based on the guidelines here. If we do find any missing or damaged items, we'll charge the credit card we have on file for you based on which cost level your phone fell in to. 

Lost, Stolen or Damaged

These types of replacements aren't covered under warranty. In the event you lost your phone, was stolen, or damage was caused by you (accidental or not), you can purchase a B-stock DEFY XT replacement phone by opening a support request. 


List of Charges 

Whether you're returning your phone for a cancellation or replacement request, we'll review your phone for any missing or damaged items. Your phone could fall in to any of the following levels: 

Please note that the pictures provided are only examples of what each level looks like and aren't an exact determination. 

*If you're returning your phone through a cancellation request, any amounts charged to you will be deducted from your refund amount. 

*If you're returning your phone through a replacement request, any amounts will be charged to the credit card we have on file for you. 

No Cost

Here's an example of a phone that we wouldn't charge for: 

1.png

Level One: Cost $35

Minor cosmetic damage (excludes screen damage). Minor scratches/dings on the casing (sides, back) of the phone. Missing or damaged port covers (i.e. headphone jack cover, charging port cover and microSD card cover). 

2.png 

 

Example One: In this example, you can see minor scratches on the screen.

3.png 

Example Two: In this example, you can see some minor dings to the corner of the casing.

Level Two: Cost $100

Significant cosmetic damage (includes minor cracks to the screen). Dents on the casing (sides, back) of phone.

4.png 

Example One: In this example, you can see with the phone turned on, there are significant scratches on the screen. 

5.png 

Example Two: In this example, you can see with a white background, there are significant cracks on the screen.

Level Three: Either no refund will be received (for cancellation requests) or original purchase price (plus taxes) will be charged (for replacement requests).

Missing device, water damage, damaged/broken parts (e.g. SD Card slot, USB port, headphone port), rooted/software compromised, other.

6.png 

Example: Here's an example of a damaged port. 

Other Costs 

Missing or Damaged Item Cost
Battery $30
Back Cover of the Phone $20
Charger $10
SD Card $10
USB Cable $10
 

Having trouble finding the answer you’re looking for? Ask an Expert Member.
(Our Experts are not staff, but their knowledge of our service and phones is outstanding!)