Returns
Our 60-Day Return Policy
You have 60 days from the order date to return the device to receive a refund. The device must be verified to be fully working and in good condition to receive a full refund. If the device is damaged, Human-I-T reserves the right to offer a partial refund based on the condition of the device.
How to Initiate a Return
To initiate a return, please contact our customer service department by emailing support@human-i-t.org with the word “RETURN” in the subject line. We’ll provide instructions on how to return your device, along with a prepaid return label. You have 10 days from receiving the label to ship your device; if it is not shipped within 10 days, your ticket will be closed and a new return request will be needed. If you have the original packaging (especially for hotspots), returning it with your device can contribute to our sustainability efforts and help us continue to offer great deals. While it’s not required, your effort to include original packaging is greatly valued by our community.
Hotspot Returns: Purchase vs. Rental
Human-I-T offers hotspot devices two ways, and the return terms differ depending on which plan you have:
Purchase Plan
You pay the hardware cost plus $14.99/mo internet service, and you own the device. Purchased hotspots follow the 60-Day Return & Refund Policy, with the data-usage terms below.
Rental Plan
You pay a $10/mo rental fee plus $14.99/mo internet service. The hardware remains Human-I-T’s property, and you can cancel anytime by returning the device. See “Rental Plan: Cancellation & Refund” below.
Purchased Hotspots — Refund Eligibility by Data Usage
Your refund depends on how much data was used during the current billing cycle at the time of return:
- 0–100 MB used: Full refund — hardware cost plus the $14.99 internet service fee.
- More than 100 MB used: Hardware-only refund. The $14.99 internet service fee is not refunded.
Missing Component Fees (Hotspots)
If any of the following are missing when you return a hotspot, a deduction applies to your refund (as a percentage of the hardware cost charged at purchase):
| Component | Deduction |
|---|---|
| Hotspot (Entire Device) | 100% |
| Battery | 100% |
| Charger | 20% |
| SIM Card | 0% |
| Manual / Paperwork / Box | 0% |
A return that does not include the hotspot device itself or its battery cannot be accepted and is not eligible for any refund. Please ensure both are included in your return shipment.
Rental Plan: Cancellation & Refund
Rental fees are billed monthly in advance. Each rental fee ($10/month) and internet service fee ($14.99/month) is a prepayment that covers the upcoming billing cycle. You may cancel your rental at any time, and there is no minimum rental period. Because rental fees are paid in advance, they are generally non-refundable once a billing cycle has begun.
Refunds for technical issues: If a technical issue prevents you from using your rental hotspot, we will first offer to replace the device at no cost under the unlimited rental warranty (see our Warranty page). If you prefer to cancel rather than accept a replacement, you may be eligible for a full refund of the current billing cycle’s rental fee and internet service fee, provided all of the following are true:
- The device recorded zero data usage (0 MB) during the current billing cycle;
- The technical issue was reported to Customer Support; and
- The refund request is submitted while the current billing cycle remains active.
Refund requests submitted after a billing cycle has ended, or for any cycle in which data usage was recorded, are not eligible.
How to cancel a rental: Contact Customer Support (use “CANCEL” in the subject line). We’ll send a prepaid return label; ship the device back within 10 days. Once we receive and inspect the device, we’ll stop your internet service and all future billing.
Refunds
Any refunds will be credited back to the original payment method for the sales price the device was purchased for. Refunds are processed within 1–2 business days after your device is received and inspected. Please allow 2–10 business days for the credit to appear, depending on your financial institution.
What to Do Before Returning
To ensure a smooth returns process, we require you to remove any personal accounts from the device. This includes iCloud accounts for Apple devices. You can do this by going to Settings > Reset > Erase all contents and settings. If you’ve already shipped the device, you can remove your iCloud account from icloud.com > sign in > Remove Device. Please note that failing to follow these instructions may result in delays in processing your return.
Our Commitment
At Human-I-T, we’re committed to providing high-quality devices and excellent customer service. If you have any questions or need further information on returns and refunds, please contact our customer service department.
