NOTE: Read why this site appears to be in plain text.


Customer Support: Product Support: Wireless Return and Exchange Policy

Recently purchased or looking to purchase a Cincinnati Bell Wireless phone? Please read our return and exchange policy below.


Wireless: Return and Exchange Policy


14-Day Equipment Guarantee

Phones in like-new condition with receipt may be returned for a full refund of the purchase price or exchanged within 14 days (limit 1 exchange allowed from original purchase date). All returns or exchanges must be in original sale condition with all original parts and packaging. If return is incomplete, individual charges for missing items may apply. If, in its sole discretion, Cincinnati Bell determines that a phone has been subjected to abnormal use, abnormal conditions, improper storage, exposure to dampness or moisture, unauthorized connections or repairs, neglect, accident, alterations, improper installation, or any act that is not the fault of the manufacturer, Cincinnati Bell will not accept the phone for return or exchange. Charges for monthly service fees, airtime, text & data usage will not be refunded. Returns or exchanges are subject to a non-refundable $35 restocking fee (waived for online purchases only). Cash purchases over $50 will be refunded by check within 14 days. All other purchases will be refunded in the manner in which they were made.

15-90 Day Cancellation Policy

If service is cancelled with 90 days of activation, customer will be billed the phone’s regular price in effect on date of service cancellation unless handset is returned (without refund). Defective phones (not damaged) under 14 days are exchanged for new phone of the same model.

Defective Equipment

Defective phones (not damaged) over 14 days can be sent to the manufacturer for repair. Customers can use a loaner phone for a nominal fee billed to the wireless bill. Wireless Equipment Program subscribers can expedite the fulfillment of a replacement device for any malfunction or defect related to the manufacturer’s warranty. All accessories cannot be returned after 14 days.


Wireless Equipment Program (WEP)

The Wireless Equipment Program (WEP) is a comprehensive program, including insurance and manufacturer warranty related incidents. The insurance program covers your handset purchase (device, standard battery & wall charger) from accidental damage, loss, theft, and malfunction after the manufacturer's warranty expires. Normal wear and tear and cosmetic damage with no incident to equipment is not covered. The WEP program will also expedite the fulfillment of a replacement device for any malfunction or defect related to the manufacturer's warranty. To enroll in the program simply call 1-888-391-3925 or visit a Cincinnati Bell retail location. Cincinnati Bell may, at its sole discretion, exclude certain handset models from the Wireless Equipment Program. To see complete program details and insurance deductible amounts visit http://www.esecuritel.com/cincinnatibell.

If you need assistance with your defective phone, visit a Cincinnati Bell store or call Customer Care at 1-888-391-3925. Cincinnati Bell may, in its sole discretion, exclude certain handset models from the Wireless Equipment Program.


Out-of-Warranty Replacement Policy

Less than 12 months from date of last handset purchase, if your replacement is not covered by warranty or the Wireless Equipment Program, you must pay full retail price for a replacement. After 12 months from date of last purchase, you can purchase a replacement handset at our lowest currently advertised sale price. Mail-in rebates for new activations only do not apply.


Lost or Stolen Equipment

If equipment is lost or stolen, you are responsible for replacement of the device per the Out-of-Warranty Replacement Policy. A $20 IMEI Change Fee applies on all consumer replacements not covered by the manufacturer’s warranty. Customers who subscribe to the Wireless Equipment Program may have the option of filing an insurance claim with a required deductible. To see complete Wireless Equipment Program details and insurance deductible amounts visit


Accessory Return Policy

Wireless Accessories can be exchanged or returned within 14 days, including Bluetooth Accessories that are new in the box and never been used. Bluetooth devices are supported and covered by the manufacturer warranty. Any Bluetooth accessory that has been opened and/or used is not returnable.


Gift Cards

Gift Cards cannot be returned or refunded. All card sales are final. Gift Cards can be used only for purchase of Merchandise in Store, and the actual Gift Card must be presented in store to be used as a form of payment for merchandise. Merchandise Purchases made using a Gift Card as payment, if returned or exchanged will be treated as cash and refunded as such, or if over $50, refunded by check within 30 days.


Wireless Cancellation Billing Policy

The monthly charge for voice calling plans and features will not be prorated for the final partial month of service. The full monthly service fees will apply and you may use your full month's allotment of included-in-plan minutes, even if your service is active for only a partial month.