1. About this Policy
This Sales, Returns & Refund Policy applies to eligible products and services purchased directly from VoLTE Mobile, including through our website and other authorized VoLTE Mobile sales channels.
Different conditions may apply depending on whether your purchase is a physical product, an activated service, digital product, subscription or other connected service. Any product-specific or service-specific terms disclosed at the time of purchase also form part of the applicable transaction.
Nothing in this Policy is intended to exclude, restrict or reduce any right or remedy that cannot lawfully be excluded or restricted under applicable Jamaican law.
2. Physical products
Physical products include smartphones, tablets, accessories, chargers, audio products, SIM products and other tangible goods sold by VoLTE Mobile.
If you believe a physical product supplied by VoLTE Mobile is defective, damaged, materially different from what was ordered, or otherwise does not conform to the applicable sale, please contact VoLTE Mobile as soon as reasonably possible after discovering the issue.
We may request reasonable information needed to verify the purchase and assess the product, including proof of purchase, order information, photographs, serial numbers, IMEI information or inspection of the product where appropriate.
3. Change-of-mind returns
A return requested solely because a customer has changed their mind is not automatically guaranteed. VoLTE Mobile may, at its discretion and subject to applicable law, approve a change-of-mind return for an eligible physical product.
Where such a return is approved, the product should normally be unused, undamaged and complete with its original packaging, accessories, manuals and other items supplied with it. Devices or products that have been materially used, damaged, altered or rendered unsuitable for resale may not qualify.
This section does not limit any separate rights a customer may have where goods are defective, misrepresented or otherwise subject to a remedy under applicable law.
4. Devices, IMEI and serialized products
Smartphones and certain other products may be individually identified by an IMEI, serial number or other unique device identifier. Any product presented for return, exchange, warranty support or other remedy must correspond with the product supplied under the relevant VoLTE Mobile transaction.
VoLTE Mobile may verify the IMEI, serial number, condition and transaction record before processing a return, exchange or other remedy.
Customers should remove personal information and, where appropriate, disable personal account locks or device security features before surrendering a device for an approved return or exchange. Customers remain responsible for backing up information they wish to retain.
5. Defective products and warranty matters
A product reported as defective may require reasonable assessment before the appropriate remedy can be determined. Depending on the circumstances, applicable law and any relevant manufacturer or supplier warranty, the available remedy may include repair, replacement, exchange, refund or another appropriate resolution.
Manufacturer warranties may be subject to their own terms, procedures and exclusions. A manufacturer's warranty does not remove any rights or remedies that may otherwise apply to the transaction under Jamaican law.
Damage resulting from accident, misuse, unauthorized modification, liquid exposure, improper installation or other circumstances unrelated to an original product defect may not qualify as a product defect or warranty matter.
6. Incorrect or damaged orders
If you receive an incorrect product, an incomplete order or a product that appears to have been damaged before or during delivery, please contact VoLTE Mobile promptly so that the matter can be investigated and resolved.
We may request photographs, packaging information, delivery information or other reasonable evidence to help verify what occurred.
7. Order cancellations
If you wish to cancel an order, contact VoLTE Mobile as soon as possible. We will make reasonable efforts to accommodate a cancellation request where the order has not already been processed, dispatched, activated or otherwise fulfilled.
Once a physical order has been dispatched or a service has been activated, different return, cancellation or service terms may apply.
VoLTE Mobile may also cancel an order where reasonably necessary, including where a product becomes unavailable, payment cannot be authorized, customer or transaction information cannot be verified, a material pricing or listing error has occurred, fraud or misuse is suspected, or the transaction cannot lawfully or reasonably be completed.
8. SIM cards and activated mobile services
SIM cards and related mobile services may require activation, registration, network provisioning or assignment of service credentials.
Once a SIM or associated service has been activated, registered or provisioned for a customer, it may not be eligible for a change-of-mind return or refund because the service has already been supplied or allocated.
This does not affect any remedy that may be available where the SIM or service is defective, incorrectly supplied or otherwise subject to rights that apply under Jamaican law.
9. Airtime, data and digital credit
Airtime, mobile data, digital credit and similar electronic products are generally fulfilled electronically and may be applied directly to a specified mobile number or account.
Once successfully delivered, credited, redeemed or otherwise fulfilled to the number or account supplied by the customer, these products are generally not eligible for cancellation, exchange or refund except where required by law or where VoLTE Mobile determines that the transaction was not correctly fulfilled.
Customers are responsible for checking the mobile number, account details and product selection before confirming a transaction.
10. VoLTE IPTV and digital services
VoLTE IPTV and certain other digital or connected services require account creation, subscription activation, service provisioning or the issue of customer credentials.
Once a VoLTE IPTV service has been activated or provisioned, payments relating to that activated service are non-refundable except where a refund or other remedy is required by applicable law or where VoLTE Mobile determines that the purchased service was not properly supplied.
Service availability may depend on compatible equipment, internet connectivity, third-party infrastructure, geographic location and other technical requirements. Customers are responsible for ensuring that they have suitable internet access and compatible equipment unless expressly stated otherwise.
11. Subscriptions and recurring services
Where a product or service is supplied on a subscription or recurring basis, cancellation of future service does not automatically create a right to a refund for a period of service that has already begun, been activated or been supplied.
Any applicable subscription-specific cancellation terms, billing cycle requirements or service conditions disclosed when the subscription is purchased will also apply.
12. Device financing
Devices obtained through a financing arrangement may be subject to separate financing terms, approval conditions, payment obligations and device-management requirements.
Returning a financed device does not, by itself, cancel or discharge a financing agreement or outstanding financial obligation. Any approved return involving a financed device must be handled together with the applicable financing agreement and any rights available under law.
13. Delivery and pickup
Customers should reasonably inspect an order after receiving it and report any apparent delivery issue, incorrect item, missing item or visible damage promptly.
Delivery charges already incurred may not necessarily be refundable where the underlying goods were correctly supplied and the return is requested solely as a change-of-mind return.
Where VoLTE Mobile is responsible for supplying an incorrect or qualifying defective product, we will determine the appropriate return or collection arrangement having regard to the circumstances and applicable law.
14. Refund processing
Where a refund is approved, VoLTE Mobile may require reasonable verification of the original transaction, customer and payment method before processing the refund.
Approved refunds will ordinarily be returned through an appropriate payment method. Processing times may vary depending on the payment provider, financial institution and method originally used.
A refund is considered processed by VoLTE Mobile when it has been submitted to the applicable payment provider or otherwise issued through the agreed refund method. Additional time taken by a bank, card issuer or payment provider to reflect the funds is outside VoLTE Mobile's direct control.
15. Promotions, bundles and discounted purchases
Products purchased as part of a bundle, promotion, discount or special offer may be subject to the conditions of that offer.
Where an approved return affects the conditions that qualified a transaction for a discount, bundle price or promotional benefit, the value of the refund or adjustment may reasonably take account of the remaining products and the terms of the original promotion, subject to applicable law.
16. How to request a return or refund
To request assistance with a return, exchange, cancellation or refund, contact VoLTE Mobile through our published customer-support channels and provide sufficient information for us to identify the transaction.
Depending on the request, we may ask for your order number, proof of purchase, customer details, product information, IMEI or serial number, photographs, payment information or other reasonable information necessary to investigate and process the request.
Visit our Support page to contact VoLTE Mobile.
17. Consumer rights
This Policy should be read together with the applicable terms of your purchase and the laws of Jamaica.
Nothing in this Policy is intended to waive, exclude, restrict or limit any statutory consumer right, remedy, guarantee or obligation that cannot lawfully be waived, excluded, restricted or limited.
Where a provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will apply to the extent of that conflict.
18. Changes to this Policy
VoLTE Mobile may update this Policy where our products, services, fulfilment methods, business practices or legal obligations change.
The current version will be published on this page with its updated date. Changes will apply prospectively from their effective date and will not retrospectively remove rights that have already arisen under applicable law or an existing agreement.
19. Contact us
Questions concerning a sale, return, exchange, cancellation or refund may be submitted through the VoLTE Mobile Support page or through our published customer contact channels.