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.

30-Day Equipment Guarantee

Phones in like-new condition with receipt may be returned for a full refund of the purchase price or exchanged within 30 days (limit 2 exchanges 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 $20 restocking fee (waived for online purchases only). Cash purchases over $50 will be refunded by check within 30 days. All other purchases will be refunded in the manner in which they were made.

30-Day Equipment Guarantee

If service cancelled within 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 Equipment

Defective phones (not damaged) 30 days and under are exchanged for new phone of the same model. Defective phones (not damaged) over 30 days can be sent to the manufacture for repair. Wireless Equipment Program (WEP) customers can use a courtesy loaner phone at no charge until the phone is repaired. Other customers can use a loaner phone for a nominal fee billed to the wireless bill.

All accessories can not be returned after 30 days.

Wireless Equipment Program (WEP)

Customers who subscribe to the Wireless Equipment Program (WEP) will receive a free loaner phone in the event you have a defective phone that must be sent away for repair during the life of the phone (limit 2 claims per year). Defective phones will be sent in a prepaid mailer to be repaired and shipped back to you at no cost in about 15 business days. During the repair process, your phone's memory will be reset, anything stored on the phone will be lost (be sure to save contacts to your SIM). Obvious physical and water damage is not covered, additional charges will apply (see terms and conditions for complete coverage details). A convenient return mailer for your loaner phone will be included when you receive your repaired phone. Loaner phones must be returned or your account will be charged $75. The Wireless Equipment Program also provides a replacement option for any reason at 50% discount of retail value (limit 1 per year- must be active WEP subscriber for more than 60-days).

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.

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.