Return Policy – TruConnect
No Questions, No Risk Return Policy
At TruConnect it is our goal to have our customers satisfied with our products. If in the first 90 days after receiving your mobile internet device you are not fully satisfied for any reason you may return the device for a full refund. For other products, like accessories and tablets, you my request a return within the first 15 days after receiving your product. Simply contact a representative by filling out a web ticket request form on the support section of the web site at www.truconnect.com, list the reason for the return, model and ESN number and we will issue a RMA notice. Once we receive the device and the original carton contents we will issue a full refund.
Returns for defective items after 15 or 90 days:
We will exchange any device purchased from TruConnect which has a manufacturer’s defect, and is under the one (1) year warranty.
Please follow the instructions below under “Exchange Procedures” for exchanging your defective device.
Note: Be sure to read the Device Exchange Program section so we can determine if the unit has a manufacturing defect
or some other reason is causing it not to work.
Device Exchange Program
If you’re having a problem with your device, submit a request through http://support.truconnect.com.
We will try to resolve the issue with you. If we cannot resolve the problem and the problem is caused
by a manufacturing defect within the first year after purchase, we’ll send you a Certified Like-New
Replacement (a similar unit or one of comparable quality) to your door at no cost to you. If the device
is not defective, we will not exchange the device, and your original device will be returned to you.
Before contacting TruConnect customer service please test the device on two computers to verify whether
it is a device problem versus a computer problem.
Note: Please consult the FAQ on our website because most questions can be resolved quickly by referring to the FAQ document on our website.
Important information regarding returns:
- Devices subjected to neglect, misuse, liquid damage, wear and tear, are not eligible for our return or exchange program.
- Returning your merchandise does not automatically terminate your service. In order to cancel your service, you MUST deactivate
your account by visiting Your Account at http://manage.truconnect.com. If you are unable to
deactivate your account online, call TruConnect customer service at 855-878-2666.
- Before returning any device which may have personal data in its memory, please transfer all files you wish to retain to another
file source. Once the device is returned to us, your files cannot be recovered.
- Contact http://support.truconnect.com to receive an RMA number to accompany your
authorized return. We cannot accept any return, without an authorized RMA number. Pack the device in its original packaging; include
the TruConnect receipt. Shipping charges may apply to non-exchange merchandise sent to you by TruConnect.
- All merchandise must be in like-new condition. The receipt must accompany all exchanges. Exchanges will
only be issued to the purchaser whose name appears on the receipt. Please retain a copy of the receipt for your records.
- You will receive the shipping address when you contact us for your RMA.
Inquiries can be submitted by visiting: http://support.truconnect.com.
If you purchased your equipment from another retailer or website, the retailer’s or website’s return policy applies to your device.