Return Policy Return, Refund, and Warranty Policy Last Updated: July 30, 2026

 

All Device Sales Are Final

All hotspot device sales are final.

 

SBX Youth & Family Services does not accept returns, exchanges, or provide refunds for devices that are functioning as intended. Customers are responsible for reviewing product information, compatibility requirements, coverage information, pricing, and service terms before completing their purchase. Returns or refunds will not be provided because a customer:

 

Changes their mind;

No longer wants or needs the device;

Purchases an incompatible device;

Finds a different product or price elsewhere;

Experiences coverage, signal strength, or internet speeds that differ by location;

Fails to use the device or service;

or Cancels internet service after the device has been purchased.

 

Defective Devices

Hotspot devices are covered by the applicable manufacturer’s warranty. A customer who believes a device is defective must contact SBX Youth & Family Services and provide:

 

The customer’s name;

Order or account number;

Device make and model;

Serial number or IMEI number;

A description of the problem;

and Photographs, video, or other information reasonably requested to evaluate the claim.

 

Customers may be required to complete reasonable troubleshooting before a warranty claim is submitted or approved. Approved defects will be addressed according to the manufacturer’s warranty process. Depending on the warranty terms and the nature of the defect, the available remedy may include repair, replacement, or another remedy provided by the manufacturer or required by law. SBX Youth & Family Services does not provide an additional or extended equipment warranty beyond the applicable manufacturer’s warranty.

 

Warranty Exclusions A device may not qualify for warranty service when the problem results from circumstances excluded under the manufacturer’s warranty, including customer damage, misuse, loss, theft, liquid damage, unauthorized modification, unauthorized repair, or failure to follow the device instructions. The manufacturer or authorized warranty provider will determine whether a reported condition qualifies for warranty coverage.

 

Devices Damaged During Shipping or Incorrect Orders Customers must report a device that arrived damaged during shipping or was different from the product ordered within seven calendar days after delivery. SBX Youth & Family Services may require photographs of the device, shipping container, packaging, shipping label, and all included materials. When SBX Youth & Family Services confirms that the wrong device was delivered or that the device was damaged during shipping, SBX Youth & Family Services will provide instructions for correcting the order.

 

Monthly Internet Service Monthly internet-service payments are separate from the purchase of the hotspot device. Monthly service payments are nonrefundable once service has been activated or the applicable billing period has begun, except where otherwise required by law. No prorated refunds are provided for partially used billing periods, unused data, unused days, temporary service interruptions, or a customer’s failure to use the service. Canceling internet service stops future recurring charges but does not create a refund for a payment that has already been processed.

 

Return Authorization Customers must not mail or deliver a device without first receiving written authorization and return instructions. Unauthorized returns may be refused and will not automatically qualify for a refund, replacement, or warranty service.

 

California Consumer Rights Nothing in this policy limits any rights or remedies that cannot legally be waived under California or federal law. Under California law, manufacturer express warranties may require repair within a reasonable period and, after a reasonable number of unsuccessful repair attempts, may require replacement or reimbursement.

 

Contact Information To report a defective device, shipping damage, or an incorrect order, contact:

 

SBX Youth & Family Services

Email: internet@sbxinc.org

Please include the customer’s name, order or account number, device information, and a detailed description of the issue.