Gen Mobile Shipping & Return

Eureka Revenues, LLC

Gen Mobile Shipping & Return Merchant Authorization Policy

 

Shipping Policy

Free UPS Ground shipping for Gen Mobile devices.

Free USPS shipping for Gen Mobile SIM orders.

Additional shipping charges will apply if shipping method is changed (e.g. Next Day; 2nd Day)

 

Orders are processed and shipped within two (2) business days of being placed. Orders submitted after the daily cut-off time will begin processing on the next business day and will be handled accordingly. Delivery timelines vary based on shipping destination and carrier guidelines. Please track all your expected shipments and confirm package integrity at time of delivery. Use USPS.com or UPS.com to track accordingly.

 

Damaged, Missing/Incorrect Items or Lost Packages:

Damaged packages must be documented to the delivery driver and reported to Eureka Revenues within 24 hours of package receipt by emailing shipping@vhacorp.com to be eligible for a claim.

 

Packages with missing or incorrect items must be reported to Eureka Revenues within 24 hours of package receipt by emailing shipping@vhacorp.com to be eligible for a claim.

 

Lost/Missing Packages: Claim must be filed within 30 days of the original expected delivery date. To file a claim please email shipping@vhacorp.com.

 

Return Merchant Authorization Policy

Please submit all request to: rma@vhacorp.com

All RMA requests must be submitted within 45 days of Eureka Revenues order invoice date.

Manufacturer defect RMAs ONLY – No Customer remorse RMAs. 

Email must provide the physical device serial number(s) (not the box serial number) and reason for return.

 

Reason for return:


·         Audio – Microphone / Speaker

·         Call - Unable to make call / Unable to receive call

·         Cannot power on

·         Data - Unable to access mobile data

·         Device Activation Issue

·         IMEI/SIM activation Issue

·         MMS - Unable to receive MMS / Unable to send MMS

·         Screen - No image (black/white)

·         Screen - Physical damage (Must be out of the box damage, photos must be provided)

·         SIM Not Found Error – not reading SIM Card

·         Software Issue

·         Text - Unable to receive text / Unable to send text


 

Gen Mobile WILL NOT accept returns for the following reasons:


·         Cosmetic damages or blemishes

·         Water damage

·         Physical damages not caused by Gen Mobile

·         Broken screen


 

Once approved, an RA number and label will be provided via email. Only use the label provided from the RMA dept. RA number must be included with the return package.

 

PRIOR TO RETURNING A DEVICE, ALL LOCKS MUST BE REMOVED. (EX. APPLE ID LOCK, GOOGLE ACCOUNT LOCK, DEVICE PIN, ETC.)

 

All items returned to the vendor will be FULLY tested by the vendor for said return reason. Devices that cannot pass the Quality Check (vendor cannot validate reason for return) will be returned with a $35 return to customer fee per device + any associated fees listed below.

 

Associated Fees

  1. Missing Device - Full cost of device
  1. Missing Phone backing - Full cost of device
  1. Customer Damage - Full cost of device
  1. Water Damage - Full cost of device
  1. Charging Block - $1 per device 
  1. Cable - $1 per device 
  1. Headphones - $1 per device 
  1. Missing/Damaged Box - $1 per device 
  1. Non-Approved Device – No Credit + $5 fee per device (not including)

 

Stock Balancing

A.      Stock Balancing Returns:

1)      The device must be a new device with no activation history.

2)      The device must be in new, unopened, and unmarked packaging.

3)      The device must be a current model still supported by Gen Mobile and CANNOT be an End of Life (EOL) device.

 

B.      Stock Balancing Restocking Fees:

1)      Devices that are 1 - 40 days from the date of invoice:

·         The restocking fee is 15% of the approved credit amount.

 

2)      Devices that are 41 + days from the date on invoice.

·         The restocking fee is 25% of the approved credit amount.

 

End User Policy:

End Users may return defective devices directly to Gen Mobile during a 60-day defective return period, which starts at the date of activation from AR to End User by contacting Gen Mobile directly. During the 60-day defective return period, End User may contact Gen Mobile Customer Care and, if approved, in Gen Mobile’s sole discretion, may exchange such Device for either the same device, or one of like-value. A return of defective Devices may in no event exceed 365 days from the original sale of the Device from Gen Mobile to Distributor or TSP.

 

In no event will Gen Mobile replace a device with cosmetic damage, physical damage, or water damage.

Gen Mobile Customer Care number: 1-833-528-1380 or dial 611 on End User device.

 

Questions?

·         If you have any additional questions or concerns, please contact us at cs@eurekarev.com or by phone at 909-348-1151.