If you need to return an item there are 2 ways to contact us.
1.) Simply login to your account, view the order using the "Complete Orders" link under the “My Account” menu and click the Return Item(s) button. We'll notify you via e-mail that the return request has been authorized and you will receive an email with instructions.
2.) Just simply respond to your "order confirmation" email that you received when you placed the order, or send us an email at HELP@BUYYOUROWNMODEM.COM and include your order number and reason for return and we will assist you with the return. Return communication is carefully documented via email and as such WILL NOT be processed over the phone. Buyer may be asked to provide proof of an attempt to contact us for return authorization via email in the event of a disputed transaction.
We have complete confidence in the items we sell, which is why WE OFFER ONE OF THE BEST WARRANTIES IN THE INDUSTRY! Our warranty is soooo good, that literally the worst you could do on most of our items is break even over paying rental fees given the RARE worse case scenario SHOULD something ever go wrong with an item you purchase from us. Good luck getting that somewhere else!
WE ACCEPT ALL RETURNS with the following terms and conditions pertaining to the warranty offers below:
PLEASE NOTE: It is EXTREMELY IMPORTANT that you follow any instructions provided to you for set up or troubleshooting as that is how it will be tested in the event of a return. We try our best to provide compatibility info for you for your specific provider, but be advised that it is the buyers responsibility to check with their provider before purchase to confirm that their provider will accept a specific model for their network as we will not be responsible for a provider refusing to activate a unit for you due to compatibility or policy issues.
Buyer pays return shipping unless otherwise authorized and may choose whatever shipping carrier they prefer, but buyer is responsible to make sure the item arrives back to us safely and undamaged before the 60 day or 6 month cutoff date to be processed in accordance with the warranty terms described below. Buyer also may be asked to provide return tracking info for any item that does not arrive back or is lost/damaged. Buyer must have authorization for a return before sending the item back, and the item MUST be returned within the warranty time period it qualifies for as described in the warranty terms below, no exceptions!
Refunds are processed within 30 days upon the item being successfully received back by us, however, in many cases you will receive a refund much faster than that. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to test and process your return once we receive it, and the time it takes your bank to process our refund credit back to you.
Basic Warranty Terms and Conditions: Applies to any item purchased from our website for the first 60 days from date of purchase. Buyer is given 2 options: Refunds are offered as an option with all returns being tested upon return and a 100% refund for defective items being given or a replacement of same item being issued. Otherwise, if an item is returned and is not found to be defective after testing, then the customer will be subject to a 20-30% restocking fee (based on condition and all accessories being returned) and/or original shipping charges being withheld from refund and we reserve the right to not issue a replacement or provide further service for returned items that are found not to be defective. If provider is trying to claim that a unit is "previously registered" then a signed document validating such a claim is required from your provider in order to return for this reason.
Extended Warranty Terms and Conditions: Our extended warranty is WAY LONGER than the Amazon standard warranty procedure! This applies only to items that have the extended warranty logo offered on the items description page. After the basic warranty term of 60 days and up to 1 YEAR from date of purchase, items that are defective ONLY may be returned for a replacement of the same item, no exceptions! If a replacement is not in stock, then an item of equal or greater value with the same or better specifications for the intended ISP will be provided. Only 1 replacement item will be offered during the 1 YEAR warranty period No refunds, upgrades, or credits given after 60 days. Buyer is responsible for shipping the item back for warranty replacement and for the cost of shipping the warranty replacement back to them
Cancellation Policy: Just like you, we don't like our time being wasted, so to encourage customers to do their research before placing orders and inflicting cost for both parties, there will be a $10 cancellation fee assessed to all cancelled orders that are due to buyer’s mistake. You can avoid this cancellation fee by simply replacing the order with a correct model of which we are happy to assist you with. We also reserve the right to cancel orders that may not be compatible with a customer’s cable provider according to the providers given approved modem list and geographic area, or any orders that may appear to be fraudulent. An order will also be charged the cancellation fee if buyer provides an invalid address or refuses a package to the shipping address provided by the buyer as to cover our shipping fees.