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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 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 will be charged a $35 restocking fee. Returns or exchanges must be in original sale condition with ALL ORIGINAL PARTS AND PACKAGING. We will not accept or process returns that are incomplete. 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. 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. Charges for monthly service fees, airtime, text & data usage will not be refunded.

Limited Device Use

Please note that when Cincinnati Bell exits the wireless business at some future date and no longer operates a wireless network to support your device, Cincinnati Bell Wireless will use commercially reasonable efforts to provide you with unlock codes to allow your device to work on another carrier’s network. However, Cincinnati Bell Wireless makes no warranties that the device will work on other networks and assumes no other liabilities with respect to your device.

Defective Equipment

Defective phones (not damaged) over 14 days can be sent to the manufacturer for repair. Please visit a Cincinnati Bell retail location for manufacturer contact list. All accessories cannot be returned after 14 days.


Wireless Equipment Program (WEP)

The Wireless Equipment Program (WEP), an insurance program that 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. 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.


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.