Política de reembolso

Return & Refund Policy

14-DAY MONEY-BACK GUARANTEE

At ConnecTen Internet (“ConnecTen”), we provide a risk-free, 14-day money-back guarantee for every customer First time order. This guarantee starts from the delivered date of the equipment. During this period, you have the opportunity to test both the device and service. If the device or service fails to meet your expectations, we will issue a refund for the first month
subscription fee, the one-time device rental fee, and the activation fee. To be eligible for a refund, you must request cancellation within 14 days of receiving the device and ship it back to us within 14 days. The final day of the guarantee will be determined by the date the return carrier takes possession of the item, according to the tracking history. Please note that before processing a refund, all devices and SIM cards if applicable, must be returned to us in the
same condition and original packaging as received. When returning the device, please ensure that it remains in the same condition as when it was shipped. Do not make any modifications to the device, including the addition of adhesive or tape. Failure to return the device or returning it in an unsatisfactory manner may result in a device replacement fee of $179 for NetriFi and $300 for NetriFi 5G Routers.

To initiate a cancellation, please contact our Customer Cancellation Line at (737) 310-1010. Our customer service agent will assist you and provide return instructions, a mailing label along with a Return Authorization Number (RMA) will be sent by email for reference. Please refrain from shipping anything until we respond to your refund request and provide the RMA or other instructions. Once you receive your RMA, kindly follow the provided return instructions.

Remember to keep the shipping receipts from the carrier for your return shipments, as we cannot be held responsible for any loss or damage during the return process. After ConnecTen receives the return shipment, please allow us up to 3 business days to process, inspect, and test the unit. The refund may take up to 30 days to appear on your original payment method once the refund process is initiated.

SUBSCRIPTION CANCELLATION AND REFUND POLICY

Please note that all devices are the property of ConnecTen Internet, and a device return is required to cancel a subscription. Cancellation can only be finalized once the device is received by ConnecTen Internet, and the associated tracking information confirms its receipt.

To request a cancellation, please contact our Customer Cancellation Line at (737) 310-1010. Our customer service agent will provide you with the appropriate return instructions. If you submit a cancellation request through a different communication channel, you will receive the appropriate phone number to formally submit a cancellation request to our helpline.

When returning the device, please ensure that it remains in the same condition as when it was shipped. Do not make any modifications to the device, including the addition of adhesive or tape. Failure to return the device or returning it in an unsatisfactory manner may result in a device replacement fee of $179 for NetriFi and $300 for NetriFi 5G Routers.

If you return the device within the 14-Day Money-Back Guarantee period, a full refund for both the hardware and subscription will be issued. For returns outside of this period, ConnecTen Internet will issue no refunds. Once ConnecTen Internet receives the hardware, please allow us up to 3 business days to process, inspect, and test the unit. The refund may take up to 30 days to reflect on your original payment method once the refund process is initiated.

Shipping

If you wish to cancel services outside of our 14-Day Money-Back Guarantee period, you will be responsible for covering the shipping costs for returning the device. Please note that shipping costs are non-refundable.

We recommend utilizing a trackable shipping service or purchasing shipping insurance, as we cannot guarantee the receipt of the returned item.

Subscription Cancellation Policy

Some items in our store may be offered to you as a subscription, or a pre-
order. This cancellation policy lays out how you can
change or cancel these kinds of purchases.

Subscriptions

When you purchase a subscription you'll receive repeat renewals. These are based on the subscription duration and frequency that you select. Your payment details will be stored securely and you'll be charged for each of these renewals, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it. If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your
subscription from there. See our returns policy for more details on returns and refunds.

Pre-orders

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.