Return and Replacement Policy

Overview:

This document provides information regarding Republic's return and replacement policies for phones, SIM cards, and accessories that have been purchased directly from Republic Wireless. Learn what our policies are and how to return or exchange them.

Returns

Returns can be classified as when you no longer want an item that you purchased from Republic or you wish to cancel and return all products to us. There are certain guidelines that need to be met and steps that you need to follow in order to successfully return an item to us and be eligible for any type of refund (initial shipping is non-refundable). If you need to replace your phone or other item, please see the Replacements section. 

In this section, we'll cover the following types of returns:

Republic Phones

There are two types of phone return processes:

  1. The most common return process is when you purchased a phone from Republic, you activated it on your own account, and now want to cancel and return it back to us. If this describes your situation, please follow these instructions to return your phone to us.

  2. The second phone return process is if you have a phone that you purchased from Republic and you either haven't activated it yet or you gave it to someone else and they activated it on their own account, and now you want to return it. If either of these scenarios describes your situation, please follow these instructions to return your phone to us. 

Cancellation Return

This section explains how to return a Republic phone to us if you're canceling a service line. If you purchased your phone somewhere other than Republic, you'll need to follow the return process from where you purchased your phone. Please follow the steps below to return your Republic phone to us.

If you plan on keeping your phone number and taking it to a different provider, you have to transfer it to them first (disconnected numbers cannot transfer). To request a number transfer out, please see How to Transfer Your Number from Republic Wireless.

1icon.png

Cancel Service Line

Make sure you're still within our Money Back Guarantee and then submit your cancellation request in your Online Account portal. Check out our Cancellation Tutorial for a step-by-step guide on how to do this.

2_Icon.png   

Cancellation Confirmation

You'll receive a cancellation confirmation email as well as an email that includes a link to a return shipping label.

3_Icon.png   

Remove Personal Data
Before packing your phone up and shipping it back to us, you'll want to remove any personal info from your phone. Please follow the steps below to remove all personal info from your phone.

  • Remove Screen Lock
    You need to remove your PIN, Pattern, or Password that you may have set up so that we aren't locked out of the phone once we get it back.

To remove your PIN, Pattern, or Password:

    • For Moto and Nexus Phones - Tap Apps → Settings → Security → Screen lock → None or Swipe.
    • For Samsung Phones - Tap Apps → Settings → Lock screen and security → Screen lock type → None or Swipe.
    • For the Huawei Ascend - Tap Settings → Screen lock & passwords → Password → None → Remove
  • Remove Photos and Videos
    To remove photos, videos, music, etc... that you want to keep, you can either Move Files to Your Computer or Sync Your Photos and Videos to the cloud.

  • Perform a Factory Reset
    This is a very important step. After you've removed all personal info and screen locks from your phone, you should perform a factory reset. Performing a factory reset will erase everything on your phone and put it back to it's original factory state. It will also remove what's called the "Kill Switch," which is a protection feature added by Google. If you send a phone back to us without removing the Kill Switch, we'll be locked out thus rendering the phone useless and you won't receive a refund for your phone. 

    Important Note: When performing a factory reset, you must follow the instructions that take you through the Settings app on your phone (performing a factory reset through the boot menu won't remove the Kill Switch).

 4_Icon.png  

Ship Your Phone Back to Republic

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

Note: Components that shipped with your phone need to be in the box with your phone when you ship it back, otherwise we have no way to track who the components 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 and all of it's original components, and place the label on the box.
  4. Drop off at any FedEx location.
 5_Icon.png  

Republic Reviews Phone(s)

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 the level your phone(s) fall into.

 6_Icon.png  

Results and 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.

Deactivated Phone Return

This section provides instructions for how to return a Republic phone that either hasn't been activated yet or was activated on a different account and now needs to be returned. For either scenario, you must be within our Money Back Guarantee in order to be eligible for a refund. Please follow the steps below to return your phone to Republic. 

Detail Images

(click to enlarge)

  Follow the step-by-step tutorial
1A.png 1.

Sign In

Sign into your Online Account.

1B.png 2.

Orders, Payments, & Returns

Click Orders, Payments, & Returns.

1C.png 3.

Eligible Returns

If you have any eligible returns, they will show on the left hand side of the Orders, Payments, & Returns page. An eligible return is defined as any of the following:

Click the x item link to view your eligible returns.

1D.png 4.

Select Item(s) to Return

Check the box next to the item(s) you wish to return. 

Keep in mind that in order to be eligible for a refund:

  • Phones that have been activated must be Factory Reset  properly.
  • Phones must be returned with all of its original components in the same box. 

Click RETURN X ITEM.

1E.png 5.

Review Return Request

Review your return request and the possible refund amount. Note that initial shipping is non-refundable. 

Once you're ready, click SUBMIT RETURN REQUEST.

1F.png 6.

Return Request Processing

Your return request is now processing. You'll receive an email that'll include a return shipping label. Be sure to include all of the original components that came with your phone in the box so that you're eligible for a refund. 

Note: If you activated your phone at all, please make sure there isn't any personal data on your phone and be sure to perform the proper factory reset. For more info visit Step 3 in the cancellation section.

1G.png 7.

Return Request Pending

On the Orders, Payments, & Returns tab, your return request can be viewed as a Pending Account Credit until we've received your phone and reviewed it.

You'll receive an email with the results of our review that'll include refund amount details. 

Republic Accessories/Other Products

This section provides instructions for how to return an accessory/Google Wifi to Republic and must meet the following criteria:

  • Accessories can be returned to Republic for a refund if they're unopened, undamaged, and within 14 days of purchase
  • The accessory return process is separate from the cancellation process. So if you're canceling service and want to return accessories, you'll need to complete those processes separately.
  • If you're returning a Republic phone in addition to accessories you purchased, accessories need to be returned in a separate box with its own return shipping label (provided via email) for tracking and refund purposes.
  • Google Wifi can be returned to Republic for a full refund if it is undamaged and within 14 days of purchase. If the item is determined to be damaged, an amount will be deducted from your refund based on the level of damage

Please follow the instructions below to return an accessory to Republic. 

Detail Images

(click to enlarge)

  Follow the step-by-step tutorial
2A.png 1.

Sign In

Sign into your Online Account.

2B.png 2.

Orders, Payments, & Returns

Click Orders, Payments, & Returns.

2C.png 3.

Eligible Returns

If you have any eligible returns, they will show on the left hand side of the Orders, Payments, & Returns page. An eligible return is defined as any of the following:

Click the x item link to view your eligible returns.

2D.png 4.

Select Item(s) to Return

Check the box next to the item(s) you wish to return. 

Keep in mind that in order to be eligible for a refund:

  • Accessories must be unopened and undamaged.

Click RETURN X ITEM.

2E.png 5.

Review Return Request

Review your return request and the possible refund amount. Note that initial shipping is non-refundable. 

Once you're ready, click SUBMIT RETURN REQUEST.

2F.png 6.

Return Request Processing

Your return request is now processing. You'll receive an email that'll include a return shipping label. 

2G.png 7.

Return Request Pending

On the Orders, Payments, & Returns tab, your return request can be viewed as a Pending Account Credit until we've received your phone and reviewed it.

You'll receive an email with the results of our review that'll include refund amount details. 

Republic SIM Cards

In order to be eligible for a Republic SIM card refund, you need to be within our Money Back Guarantee and your SIM card must be unopened and undamaged. If those requirements are met, we'll refund the full amount you paid (plus taxes) for your SIM card (initial shipping is non-refundable). Please contact the Republic Help team to request a SIM card return.

Note: Once a Republic SIM Card is deactivated, it cannot be reactivated after 20 days.


Replacements

Replacements are classified as when you need to replace a product that your purchased from Republic. There are certain guidelines that need to be met and steps that you need to follow in order to successfully replace an item. If you need to return your phone or other item in association with a cancellation, please see the Returns section. 

In this section, we'll cover the following types of replacements:

Republic Phones

This section explains how to get a replacement for your Republic Wireless phone. If you need to return your phone as a result of a cancellation, please see the Returns section. There are two different types of replacements: warrantable and lost, stolen, or damaged. Please follow the steps below that best describe your situation to get a replacement Republic Wireless phone. If you purchased your phone somewhere other than Republic, you'll need to follow the replacement process from where you purchased your phone.

Warrantable Replacements

These types of replacements are when something is wrong with the phone you've purchased directly from Republic and the damage was 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 warranty.

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

1icon.png

Submit a Help Request

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

2_Icon.png

Troubleshoot with Republic

A Republic Help team member will work with you to determine the cause of your phone's issues. If they determine there's a malfunction with your phone, battery, or charger, we'll send you information on how we'll replace your phone. This includes sending you a return shipping label so that you can send your phone back to us.

Note: If you're replacing a Samsung phone, you will need to contact Samsung for all warranty issues. We aren't able to replace Samsung phones.

3_Icon.png

Remove Personal Data
Before packing your phone up and shipping it back to us, you'll want to remove any personal info from your phone. Please follow the steps below to remove all personal info from your phone.

  • Remove Screen Lock
    You need to remove your PIN, Pattern, or Password that you may have set up so that we aren't locked out of the phone once we get it back.

To remove your PIN, Pattern, or Password:

    • For Moto and Nexus Phones - Tap Apps → Settings → Security → Screen lock → None or Swipe.
    • For Samsung Phones - Tap Apps → Settings → Lock screen and security → Screen lock type → None or Swipe.
    • For the Huawei Ascend - Tap Settings → Screen lock & passwords → Password → None → Remove
  • Remove Photos and Videos
    To remove photos, videos, music, etc... that you want to keep, you can either Move Files to Your Computer or Sync Your Photos and Videos to the cloud.

  • Perform a Factory Reset
    This is a very important step. After you've removed all personal info and screen locks from your phone, you should perform a factory reset. Performing a factory reset will erase everything on your phone and put it back to it's original factory state. It will also remove what's called the "Kill Switch," which is a protection feature added by Google. If you send a phone back to us without removing the Kill Switch, we'll be locked out thus rendering the phone useless and you won't receive a refund for your phone. 

    Important Note: When performing a factory reset, you must follow the instructions that take you through the Settings app on your phone (performing a factory reset through the boot menu won't remove the Kill Switch).

4_Icon.png

Ship Your Phone Back to Republic

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

Note: Components that shipped with your phone need to be in the box with your phone when you ship it back, otherwise we have no way to track who the components 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 and all of it's original components, and place the label on the box.
  4. Drop off at any FedEx.
5_Icon.png

Activate Your New Phone

While you're getting things ready to send your old phone back to us, we'll be sending you a new phone. As soon as you receive your new phone, you'll need to activate it as your replacement phone. You can follow step-by-step activation instructions here: Activate My Phone.

6_Icon.png

Republic Reviews Phone(s)

Once we've received your phone(s), we'll review it/them 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 the level your phone(s) fall into.


Lost, Stolen, or Damaged Phones

In the event you lost your phone, was stolen, or damage was caused by you (accidental or not), these types of replacements aren't covered under warranty. In the event your phone is lost, stolen or damaged, please follow the below instructions:

 

 

1icon.png

Purchase a New Phone

Begin by purchasing a new Republic phone either in our online store or from a third party. If you need help with how to order from our online store, you can follow the instructions in this document: How to Use the Online Store.

2_Icon.png

Activate Your New Phone

Turn on your replacement phone and follow the activation steps on the phone. Be sure to sign into your Republic account when activating. You can also follow these step-by-step instructions

 

Republic Accessories

Republic doesn't replace any accessory purchases. Any accessory quality issues or replacement requests should be submitted directly to the accessory's manufacturer. 

Republic SIM Cards

If you're having issues with your Republic Wireless SIM card, please contact the Republic Help team. They will work with you to determine the best course of action for your particular situation. 

Note: Once a Republic SIM Card is deactivated, it cannot be reactivated after 20 days.


List of Charges

Whether you're returning your phone for a cancellation or we're replacing an existing phone, once we receive your phone, we'll review it for any missing or damaged items. If there are any missing or damaged items (chart listed below), we'll deduct those charges from your refund amount if you're returning your phone, or we'll charge you (to the credit or debit card we have on file for you) if it's a replacement request. 

 

The following list of charges are only charged if the phone and/or accessory is damaged and/or missing according to the info below. 

 

  • Level One
    Minor cosmetic damage (excludes screen damage). Minor scratches/dings on the casing (sides, back) of the phone.

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

  • Level Three: Either no refund will be received (for cancellation requests) or original purchase price (plus taxes) will be charged (for replacement requests).
    Missing phone, water damage, damaged/broken parts (e.g. USB port, headphone port), rooted/software compromised, screen lock not turned off, or other.

 

  Level One Level Two Level Three Missing/Damaged Charger Missing/Damaged USB Cable Missing/Damaged USB-C Adapter/Headphone Adapter Missing/Damaged Back Cover or Band Missing/Damaged SIM Card Missing/Damaged Battery/Door
Alcatel A30  $35 $45 Original purchase price (plus taxes) $15 $5 N/A $15 N/A $15
Google WiFi $25 $65 Original purchase price (plus taxes) N/A  N/A N/A N/A N/A N/A
LG K30 $50 $90 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A 
Moto E4 $50 $65 Original purchase price (plus taxes) $15 $5 N/A $15 N/A $20
Moto E4 Plus $70 $130 Original purchase price (plus taxes) $15 $5 N/A N/A N/A $20
Moto E5 Play $50 $80 Original purchase price (plus taxes) $15 $5 N/A $15 N/A $15
Moto G5 Plus

32 GB: $80

64 GB: $80

32 GB: $135

64 GB: $175

Original purchase price (plus taxes) $15 $5 N/A $15 N/A $20
Moto G5S Plus $80 $135 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Moto G6 $80 $135 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Moto G6 Play $70 $130 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Moto G7 $80 $175 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Moto X4 $175 $290 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Moto Z3 Play $175 $290 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Samsung Galaxy J3 (2017) $50 $90 Original purchase price (plus taxes) $15 $5 N/A $15 N/A $15
Samsung Galaxy J3 (2018) $50 $90 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Samsung Galaxy J7 (2017) $70 $130 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Samsung Galaxy J7 (2018) $80 $135 Original purchase price (plus taxes) $15 $5 N/A N/A N/A N/A
Samsung Galaxy S8 $245 $420 Original purchase price (plus taxes) $15 $5 $10 N/A N/A N/A
Samsung Galaxy S9 $240 $415 Original purchase price (plus taxes) $15 $5 $10 N/A N/A N/A
Samsung Galaxy S10  $290  $540  Original purchase price (plus taxes) $15  $5  $10 N/A N/A N/A
 Samsung Galaxy S10+  $325 $600  Original purchase price (plus taxes)  $15  $5 $10 N/A N/A N/A
Samsung Galaxy S10e $245 $450 Original purchase price (plus taxes) $15 $5 $10 N/A N/A N/A

 

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!)