Return and Replacement Policy

Overview

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

Returns

Returns can be classified as when you no longer want an item that you purchased from Republic Wireless 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 and be eligible for any type of refund (initial shipping is non-refundable). If you need to replace your phone or another item, please see the Replacements section.

Please use the tabs below to review our policies for each type of return.

Republic Phones Republic Accessories/Google WiFi Republic SIM Cards

There are two types of phone return processes, depending on if you've activated your phone yet or not. Select the option below that best describes your situation.

Activated Phone Return

This type of return is when you purchased a phone from Republic Wireless, you activated it on your own account, and now want to cancel and return it back to us.

  • Note: If you purchased your phone somewhere other than Republic Wireless, you'll need to follow the return process from where you purchased your phone.

Please follow the steps below to return your Republic Wireless phone to us.

Before You Proceed

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


  1. Make sure you're still within our Money Back Guarantee and then cancel your service by following the steps in How to Cancel Your Service.
    • Note: You'll receive a cancellation confirmation email as well as an email that includes a link to a return shipping label.
  2. Before packing your phone and shipping it back to us, you'll want to remove any personal info from your phone by following the steps in How to Prepare and Return My Phone
  3. After you have removed all personal information from your phone (including screen lock), packaged the phone and all its original components in a box with the printed return shipping label, be sure to drop off at any FedEx location.
    • You'll need to return your phone and components within 14 calendar days from the time you receive the return shipping label.
    • 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.
  4. Once we've received your phone(s), we'll review it/them for any missing or damaged items based on the guidelines in the Charges section and deduct that amount from your refund based on the level your phone(s) fall into.
  5. 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.
  6. To see the status of your return, please follow the steps in How to Find the Status of My Return
Deactivated Phone Return

This type of return is if you have a phone that you purchased from Republic Wireless and you either haven't activated it yet or you gave it to someone else and they activated it on their own account. For either scenario, you must be within our Money Back Guarantee in order to be considered eligible for a refund.

Please follow the instructions in the article listed below to return your deactivated Republic Wireless phone.

Replacements

Replacements are classified as when you need to replace a product that you purchased from Republic Wireless. 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 items in association with cancellation, please see the Returns section.

Please use the tabs below to review our policies for each type of replacement.

Republic Phones Republic Accessories Republic SIM Cards

This section explains how to get a replacement for your Republic Wireless phone. There are two different types of replacements: warrantable and lost, stolen, or damaged. Please select the option below that best describes your situation.

  • Note: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

Warrantable Replacements are needed 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 the instructions:

  1. 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. 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. For any unrelated issue, please contact the Original Equipment Manufacturer (OEM).
    • 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. Remove Personal Data: Before packing your phone and shipping it 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.
  4. Before Shipping and Packaging Your Phone: For safety regulations, we want to ensure that your phone and all its original components are packaged and shipped properly.
    • Please be sure to remove the protective case and/or screen protector before packaging your phone.
    • If your phone has a removable battery, please ensure that it is removed from the phone and placed in the same box, separately from the phone for safety reasons.
  5. Ship Your Phone to Republic After you have removed all personal information from your phone (including screen lock), packaged the phone and all its original components in a box with the printed return shipping label, be sure to drop off at any FedEx location.
    • You'll need to return your phone and components within 14 calendar days from the time you receive the return shipping label.
    • 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.
  6. Activate Your New Phone: While you're getting things ready to send your old phone back to us, we'll be sending you a replacement phone. As soon as you receive your new phone, you'll need to activate it as your replacement phone. Please follow the steps in the article listed below to activate your replacement phone.
  7. 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 Triage Charges guideline. 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) falls into. For more information about the Triage Charges, please see the Triage Charges section.
Lost, Stolen, or Damaged

In the event your phone was lost, stolen or damaged (accidental or not), these types of replacements aren't covered under warranty. For these types of scenarios, please follow the instructions listed below:

  1. 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. 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.
Return/Replacement Charges

Whether you're returning your phone for 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, 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) if it's a replacement request.

The charges are categorized into three levels. They are only charged if the phone and/or accessory is damaged and/or missing according to the info below.

  • Level One: Includes minor cosmetic damage (excludes screen damage) and minor scratches/dings on the casing (sides, back) of the phone.
  • Level Two: Includes significant cosmetic damage (includes minor cracks to the screen) and dents on the casing (sides, back) of the phone.
  • Level Three: Includes missing phone, water damage, damaged/broken parts (e.g. USB port, headphones port, etc.), rooted/software compromised, screen lock not turned off or other. Either no refund will be received (for cancellation requests) or original purchase price (plus taxes) will be charged (for replacement requests).
 
MotorolaSamsungOtherCertified Pre-Owned
Moto E4
  • Level One: $50
  • Level Two: $65
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: $15
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: $20
Moto E4 Plus
  • Level One: $70
  • Level Two: $130
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: $15
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: $20
Moto E5 Play
  • Level One: $50
  • Level Two: $80
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: $15
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: $15
Moto G5 Plus
  • Level One: $80
  • Level Two: $135 (32GB), $175 (64GB)
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: $15
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: $20
Moto G5S Plus
  • Level One: $80
  • Level Two: $135 (32GB), $175 (64GB)
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A
Moto G6
  • Level One: $70
  • Level Two: $130
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A
Moto G6 Play
  • Level One: $70
  • Level Two: $130
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A
Moto G7
  • Level One: $80
  • Level Two: $175
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A
Moto G7 Play
  • Level One: $70
  • Level Two: $130
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A
Moto G7 Power
  • Level One: $80
  • Level Two: $135
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A
Moto X4
  • Level One: $80
  • Level Two: $135
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A
Moto Z3 Play
  • Level One: $140
  • Level Two: $235
  • Level Three: Original purchase price (plus taxes)
  • Missing/Damaged Charger: $15
  • Missing/Damaged USB Cable: $5
  • Missing/Damaged USB-C Adapter/Headphone Adapter: N/A
  • Missing/Damaged Back Cover or Band: N/A
  • Missing/Damaged SIM Card: N/A
  • Missing/Damaged Battery/Door: N/A

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