Last Updated: June 20, 2026
At EQ Telecom LLC, we want you to feel confident about your purchase. This Returns and Refunds Policy explains how device returns, exchanges, service cancellations, and refunds work.
Please read this policy before requesting a return or refund.
Prepaid wireless plans are non-refundable once purchased, except where required by law or where eq telecom determines that a billing or service error occurred.
Devices purchased from eq telecom may be returned within 30 days of delivery if they meet the return conditions below.
Returned devices must be in like-new condition, factory reset, free of account locks, and returned with the original packaging and included accessories.
Defective-on-arrival devices should be reported within 48 hours of delivery.
Shipping and handling charges are non-refundable unless the return is due to our error or a confirmed defect.
eq telecom provides prepaid wireless service. Prepaid plan purchases are final once completed and are generally non-refundable.
This includes monthly plan charges and used service charges.
We may issue a credit or refund if we determine that:
You were charged in error.
A duplicate charge occurred.
eq telecom caused a billing issue.
eq telecom was unable to provide the service you purchased due to an issue within our control.
A refund is required by law.
Cancelling service stops future billing, but it does not automatically create a refund for prepaid service already purchased.
You may request to return a phone, tablet, or accessory purchased directly from eq telecom within 30 days of delivery.
To be eligible for a device refund, the returned device must be:
In like-new condition.
Free of cracks, dents, scratches, liquid damage, or other physical damage.
Returned in its original packaging.
Returned with all included accessories, manuals, charging cables, batteries, SIM tools, and any other included items.
Factory reset.
Free of passcodes, screen locks, Apple ID, Google account, Find My, Activation Lock, or any other account lock.
Free of personal data.
Returned with any removable SIM card, memory card, case, or screen protector removed unless eq telecom instructs otherwise.
Activation by itself does not automatically make a device ineligible for return. However, the device must still meet the like-new condition requirements above.
We may deny a refund or reduce the refund amount if the device:
Is returned after the 30-day return window.
Is damaged, scratched, worn, or incomplete.
Is missing packaging, accessories, manuals, batteries, or included parts.
Is not factory reset.
Is locked to an Apple ID, Google account, passcode, carrier account, Find My, Activation Lock, or similar security feature.
Has signs of liquid exposure, misuse, alteration, or unauthorized repair.
Cannot be resold or safely reused because of its condition.
Was not purchased directly from eq telecom.
BYOD devices, meaning devices you brought from somewhere else, are not eligible for return or refund through eq telecom.
If your device appears defective when it arrives, please contact us within 48 hours of delivery.
If we confirm the device was defective on arrival, we will cover return shipping and will either send a replacement or issue a refund, depending on the situation and available inventory.
If a device issue appears after the first 48 hours but within the 30-day return window, contact us and we will review the issue. Depending on the facts, we may offer troubleshooting, replacement, exchange, repair support, or return instructions.
Physical SIM cards and eSIM profiles are tied to wireless activation and account security.
Physical SIM cards and eSIM profiles are generally non-refundable once shipped, issued, activated, or used, except where required by law or where eq telecom determines that an error occurred.
If you are returning a device that used an eSIM, you must erase the device and remove the eSIM profile as part of the factory reset process.
If you are returning a device that used a physical SIM, remove the physical SIM before shipping the device back unless eq telecom specifically asks you to include it.
To start a return, contact us at:
Please include:
Your name.
Your order number.
Your account email.
The device or item you want to return.
The reason for the return.
Whether the device has been activated.
Whether the device has been factory reset and removed from all account locks.
If your return is approved, we will send return instructions. Please do not ship a device back before receiving return instructions from eq telecom.
For non-defective returns, you are responsible for return shipping costs.
For confirmed defective-on-arrival devices or returns caused by eq telecom error, we will provide return shipping instructions and may cover return shipping.
We recommend using a trackable shipping method. eq telecom is not responsible for returns lost or damaged in transit before we receive them.
After we receive your returned device, we will inspect it.
If the return is approved, we will issue the refund to the original payment method. Refunds typically take 10 to 14 business days after we receive and inspect the returned item.
Your bank or card issuer may take additional time to post the refund.
Shipping and handling charges are non-refundable unless the return is due to our error or a confirmed defect.
In some situations, we may offer an exchange or replacement instead of a refund.
Replacement availability depends on current inventory. Some devices may have limited availability or may no longer be available.
If a replacement device requires a SIM swap, eSIM update, number transfer, or backend account update, customer support will provide next steps.
If your device order has not shipped yet, contact us as soon as possible at customersupport@eqtelecom.com.
If we are able to cancel the order before shipment, we will refund eligible device charges to the original payment method.
If the order has already shipped, the device return process above applies.
Returning a device does not automatically cancel wireless service.
If you want to cancel service, please contact us separately at customersupport@eqtelecom.com and identify the line you want to cancel.
If your number has already been activated or ported to eq telecom, please tell us whether you want to keep that number before cancelling service. Cancelling the wrong account or line may affect your ability to keep the number.
Your phone number is yours. If you want to move your number to another carrier, contact us and we will provide the information needed for a port-out request after appropriate account verification.
Keep your eq telecom service active until the port-out is complete. Cancelling service before the port completes may cause you to lose access to the number.
eq telecom may update this Returns and Refunds Policy from time to time. Any changes will be posted on our website with an updated “Last Updated” date.
The policy in effect at the time of purchase generally applies to that purchase, unless eq telecom provides a more customer-friendly written exception.
If eq telecom support gives you a written return window or return instruction that is more customer-friendly than the policy shown here, we will honor that written instruction for the applicable order.
If you have questions about a return, refund, exchange, defective device, SIM issue, or service cancellation, please contact us at:
Most carriers profit from more data, more time online, more everything. We built eq telecom on the opposite idea: the right amount, not the most.
Plans from $5/month. No contracts. No monitoring apps. No catch.
