Our Store Policies

Because We Care

📜 5Star Wireless Store Policy

At 5Star Wireless, we believe in fair and transparent business practices to ensure a great experience for our customers. By purchasing from or using our services, you agree to the following policies. Please review them carefully.

📞 Customer Support: 850-317-6633
📧 Email: contact@5star-wireless.com

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🔴 No Refunds After Purchase is Completed

🚫 All sales are final. Refunds are NOT provided after a purchase is completed.

📌 Exceptions:

• Manufacturer Defects (14-Day Policy): If a device has a manufacturer defect within 14 days, we will replace it or issue store credit toward another device.

• Buyer’s Remorse Refunds: Refunds may be issued at the company’s discretion within 2 days of the original transaction, subject to a 20% restocking fee and approval conditions. If approved:

  • The device must be undamaged and in its original, sellable condition with all original packaging and accessories.

  • Missing or damaged items may result in refund denial or additional fees.

  • See Device Return & Upgrade Policy for full details.

  • By requesting a refund, the customer acknowledges and agrees to the outlined processing times and conditions. Filing a chargeback before the refund is completed may result in forfeiture of the refund request and a dispute fee.

👌 AS-IS Sales: Any device sold with a known defect will be disclosed before purchase. AS-IS sales are final—no returns, exchanges, or refunds.

👌 Carrier-Locked Devices: If a device is carrier-locked, this will be fully disclosed before purchase. Carrier-locked devices cannot be returned or exchanged based on their locked status.

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🔧 Phone Repair Policy

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We provide professional phone and tablet repair services using high-quality parts.

✅ 30-Day Warranty on Parts & Labor – Covers only parts installed by 5Star Wireless and labor.

🚫 Warranty Does NOT Cover:

• Physical damage, liquid damage, or additional failures after repair.

• Face ID, Touch ID, or True Tone functionality after screen repairs.

• Software issues, third-party repairs, or tampering.

📌 Customer Responsibilities:
✔️ Backup your data – 5Star Wireless is not responsible for lost data.
✔️ Turn off passcodes & Find My iPhone for repair testing.
✔️ Pick up repaired devices within 30 days – Unclaimed devices are considered abandoned.

🚨 No Refunds on Completed Repairs.

🔄 General Exchange Policy

✅ If merchandise malfunctions within 14 days, we will offer a replacement or store credit.

📌 AS-IS devices and carrier-locked devices are NOT eligible for exchanges or refunds.

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📱 Device Return & Upgrade Policy

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📌 14-Day Return Policy – Malfunctions Only
If a device malfunctions within 14 days, we will:
✔️ Replace the device OR
✔️ Offer store credit toward a similar device or an upgrade.

📌 Upgrade/Downgrade Policy:

• If upgrading, customers pay the price difference.

• If downgrading, customers receive a 5Star Wireless gift card for the difference, which can be used in-store.

🚫 No refunds are given after purchase is completed, except for buyer’s remorse refunds, which may be issued at the company’s discretion within 2 days of purchase and delivery of merchandise.

• A 20% restocking fee applies.

• If approved, the customer will need to pay the 20% restocking fee upfront for expedited processing (3-7 business days).

• Alternatively, a refund may be processed without upfront payment, but it will take 7-14 business days to complete.

• All returned merchandise must be in like-new condition with all original packaging and accessories. Missing or damaged items may result in refund denial or additional fees.
  📌 AS-IS and carrier-locked devices are final sales.

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🔒 Security Lock Policy & Fraud Prevention

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📌 Security Feature on Leased, Cash, and Credit/Debit Purchases
To protect against fraud, unauthorized resales, and chargebacks, all phones purchased using a credit or debit card have a security feature installed that:

• Prevents the device from being factory reset during the security period.

• Displays a “Managed by Organization” message, indicating that the device is linked to our system. This does NOT affect phone usage, apps, or personal data.

• Ensures that for iPhones, the Wi-Fi remains enabled until the security feature is removed.

✅ Cash Purchases: The security feature is automatically removed within 24-48 hours after purchase.
✅ Credit/Debit Purchases: The security feature is automatically removed after 120 days of purchase.

📌 Early Security Feature Removal Requests
For early removal, customers must complete the Fraud Liability Waiver & Security Lock Removal Request and provide the required documents.

📌 Early removal is subject to approval for fraud prevention purposes. If denied, the security feature will remain active for the full 120-day period, and no exceptions will be made.

📲 Need Assistance? Email security@5star-wireless.com.

🚫 Returns are NOT accepted due to this policy.

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💳 Leasing Policy

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📌 For Customers Leasing Through:

• Progressive Leasing

• Acima Leasing

• Affirm Leasing

• Payvantage

🚫 All leasing sales are final.
✔️ Exchange Policy: Customers can exchange for an item of equal or higher value (paying the difference).
✔️ 7-Day Malfunction Policy: If the device malfunctions, an exchange may be offered for the same model, subject to inspection and approval. The device must be in its original, sellable condition (no physical or cosmetic damage).

📌 Leasing agreements are managed by the leasing companies. Any concerns about payments, approvals, or policies should be directed to them.

🚫 Warranty Exclusions

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• Physical damage (cracked screens, dents, etc.).

• Water damage.

• Unauthorized repairs or modifications.

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📦 Upgrades & Trade-Ins

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🔄 Customers can upgrade their device at any time.
💰 Trade-in credit will be applied toward the new device.

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📶 Prepaid Phone Service Refills

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🚫 All prepaid refills are non-refundable.

🛠️ Disputes & Customer Support

📌 Need assistance with a dispute, return, or question? Contact us:
📞 850-317-6633 | 📧 contact@5star-wireless.com

🔹 Have your receipt and purchase details ready for faster service.

🙏 Thank You for Choosing 5Star Wireless!

Your business means everything to us. We appreciate your trust and look forward to serving you!