Refund policy

Flex Mobile Return & Refund Policy

We want you to feel confident in your purchase. Please review our simple policy below for returns and refunds on SIM cards, devices, and service plans.

SIM Card Orders

You may request a full refund on SIM-only purchases within 7 days of your original order date. The SIM must be unused.

To request a refund, please contact Flex Mobile Customer Support at (833) 711-8741.

Device Returns

Devices may be returned for a full refund within 14 days of the original order date if they are in new, unused condition and include all original accessories and packaging.

Devices showing signs of use, damage, or missing components may not be eligible for a refund.

For return instructions, contact Flex Mobile Customer Support at (833) 711-8741.

Device Warranty

All new-in-box devices purchased from Flex Mobile include a 14-day limited warranty. If you experience a malfunction during this period, please call our support team to discuss a replacement or return.

Lost or Stolen Devices

You are responsible for all charges incurred until a lost or stolen device is reported. Once reported, your account will be temporarily suspended ("hotlined") to prevent unauthorized use.

If a new device is not activated or the original device is not recovered within 14 days, your account may be disconnected.

To report a lost or stolen device, please call (833) 711-8741 immediately.

Prepaid Plan Refunds

Refunds on prepaid multi-month plans are available for unused full months only. Once a month begins and service is activated, that month's fee is non-refundable.

To request a refund on an unused portion of your plan, contact (833) 711-8741. Approved refunds will be issued by check once a valid mailing address is confirmed.

Top-Up Purchases

All Top-Up (add-on) purchases are final and non-refundable. These cannot be transferred, exchanged, resold, or redeemed for cash, merchandise, or services—even if unused.