Returns & Refunds

The window

You may return most items within 30 days of delivery for a refund, provided they are unused and in their original packaging with any seals, caps and inserts present.

"Unused" means what it says. A SIM card that has been activated, an activation code that has been redeemed, or a device that has been registered to an account cannot go back into stock as new, and we cannot resell it as new.

What cannot be returned

Unless the item is faulty, we cannot accept returns on:

• Opened software, firmware or activation codes. Once a licence or code has been redeemed it cannot be verified as unused.
• SIM cards with a broken seal. SIMs are sold sealed and cannot be resold once opened.
• Consumables once opened. Thermal paper and batteries cannot be returned once the packaging is opened.
• Items returned without their original packaging or seals.
• Special-order items brought in specifically for you, where the maker will not take them back. This is flagged at checkout before you commit.

None of this limits your rights if the goods are faulty, not as described, or not fit for purpose.

How to return something

1. Email support@exelproddistribution.com or call +1 (202) 899-9143 with your order number and what you want to return.
2. We issue a return authorisation number the same business day. Write it on the outside of the parcel.
3. Send the parcel to the return address below, tracked. Keep the tracking number.
4. We inspect on arrival and refund to the original payment method within five business days.

Return address

Returns Department
Exel Prod Distribution Inc.
3901 E Plano Pkwy, Door Z
Plano, TX 75074
United States

Please do not send returns to any other address, and do not send them to the manufacturer. Warranty claims are handled by us on your behalf.

Who pays return shipping

Reason for return	Return shipping	Refund
Faulty or damaged on arrival	We pay. We send a label	Full, including original shipping
We sent the wrong item	We pay. We send a label	Full, including original shipping
Changed your mind	You pay	Item price only
Ordered the wrong size or type	You pay	Item price only

Refunds

Refunds go back to the card or account used for the original payment. We do not refund to a different card. Once we release the refund it typically appears within three to five business days, depending on your bank.

If your original order qualified for free shipping and returning an item takes the remaining order below the threshold, the original shipping cost is deducted from the refund.

Exchanges

We do not process exchanges as a single transaction. Return the item for a refund and place a new order. This is faster, and it means the replacement is not held up waiting for the return to arrive. If the replacement is urgent, tell us and we will dispatch it before the return reaches us on approved accounts.

Faulty goods

A manufacturing fault is covered by the warranty regardless of the 30-day window. Contact us with photographs and we handle the claim with the maker directly.