Equipment Replacement Policies for Kitty Wireless

Phone Replacement Policies for BRAND NEW Page Plus Devices

BRAND NEW Page Plus KYOCERA Handset Warranty & Return Policy

This policy is for all BRAND NEW Page Plus Kyocera Handsets:

• Page Plus BRAND NEW Kyocera handsets have a REPLACEMENT warranty from Kitty Wireless for 20 calendar days from the date that you activate your device.  All issues after 20 calendar days must be handled through Kyocera with the manufacturer's warranty.

• Customer abuse or neglect on handsets voids the warranty. We are not able to credit or accept back handsets that have obvious abuse.

• All returns MUST include handset, battery, battery cover (if applicable), charger and manual. Missing items will void the warranty in its entirety.

• Handsets MUST be returned in the original packaging. ESN on handsets MUST match the ESN on the packaging, and must match the ESN that we have on file for the original device that was shipped to you. 

• Customer is responsible for any airtime used.

• NO refunds will be given for additional airtime added.

• Warranty only covers manufacturers defects and does not cover buyer's remorse.

• Shipping costs are never refundable, under any circumstances.  Shipping costs are actual costs that we incur, and therefore, by refunding those we are losing money.  We cannot do that.

• Items returned to us with physical or liquid damage will not be covered under the warranty and will not be repaired or exchanged.
REPLACEMENT AND/OR REFUND POLICY:

 DEAD ON ARRIVAL POLICY: 

If you purchase a PAGE PLUS APPROVED BRAND NEW KYOCERA DEVICE from us, and it arrives DOA (Dead on Arrival), you will be able to send that device back to us for a replacement device, as long as this return takes place within the first 20 calendar days after you received your device.

WITHIN THE FIRST 20 calendar days AFTER ACTIVATION: 

If you purchase a PAGE PLUS APPROVED BRAND NEW KYOCERA DEVICE from us, and it arrives fine, works fine, and then has a defect within the first 20 calendar days (since you have activated the device), you can return that device for a replacement of the exact same model, unless another model is approved by Kitty Wireless.

You must report the issue to us within the first 20 calendar days via email to support@kittywireless.com or via phone call to 866-785-3906.  You must obtain a ticket ID number from us as proof that you reported the problem within 20 calendar days.

AFTER THE FIRST 20 calendar days AFTER ACTIVATION: 

If you purchase a PAGE PLUS APPROVED BRAND NEW KYOCERA DEVICE from us, and it arrives fine, works fine, and then has a defect AFTER the first 20 calendar days (since you have activated the device), you must process a warranty repair request through Kyocera directly.  We cannot replace, nor refund, any device after the 20 calendar day mark from the date you activated the device.

Your NEW Kyocera Page Plus device has a manufacturer's warranty of 1 year.  Failures occurring under normal use will be covered by the manufacturer during the warranty period. 

NORMAL USE:  Any failure found to be caused by customer neglect, such as, but not limited to dropping, unauthorized opening or liquid intrusion, is not covered by the Kyocera warranty or by Page Plus or by Kitty Wireless. 

When a customer contacts us with a defective device, within the 20 calendar day period since the phone was first activated, and we agree that the device is defective and the problem cannot be simply troubleshooted, we will gladly replace the device with another.

Any of the below options must be initiated by the customer within the specified time frame for each option below.

Option #1 - Return for Replacement or Exchange
You can return the device to us first, and we will replace it and immediately send you a new one.

 ALWAYS send your defective device back using a shipping method that provides a tracking number.  We recommend UPS Ground, FEDEX Ground, or USPS Priority w/ Delivery Confirmation. If you do not send your device back with a tracking number, and it is lost, we will not be liable for your device.
You are responsible for the cost of returning the defective item to us.

Option #2 - New Replacement Order
You can order a new replacement device from us, at full value, from our website, and we will ship you a new device using a 3-5 day ground delivery.  When you checkout for your replacement device, you can choose to upgrade your shipping to USPS Express Mail if you wish.

Once you receive your replacement device, you should then RETURN your defective one to us. 

ALWAYS send your defective device back using a shipping method that provides a tracking number.  We recommend UPS Ground, FEDEX Ground, or USPS Priority w/ Delivery Confirmation. If you do not send your device back with a tracking number, and it is lost, we will not be liable for your device.

As soon as we receive your defective device, we will refund you the full value of the order so that you do not pay for two devices.

You are responsible for the cost of returning the defective item to us.  Shipping charges are non-refundable, no exceptions.

SHIPPING GENERAL RULES

As a general rule, we do not offer free overnight shipping to any customer, on any new order, or a replacement device shipment.  The margins of profitability on our devices are so low that, by doing so, we would lose money on every sale.

We do offer customers the ability to upgrade their shipping to 3-Day service or Overnight service for an added fee if they so choose.

If you have any questions about these policies, please contact us by sending an email to support@kittywireless.com

Thanks,
Kitty

revised 08/09/2011