Return Policy including terms of service, sale and cancellation information.

Leased Modem Gateway Equipment Return Policy:

RETURN ADDRESS FOR ALL PACKAGES (UNLESS INSTRUCTED OTHERWISE):

FWA INTERNET
847 South Randall Road
Suite 400
Elgin, IL 60123

Return Policy – You MUST contact us by calling customer support at (815)230-9199 before returning an order – if you return products without contacting us for an RMA (Return Merchandise Authorization). We are NOT bound to offer full or partial refunds for returns WITHOUT an RMA number. A customer support representative will issue RMA numbers.

  1. Refund of your investment: If you are not completely satisfied with your modem equipment order, we offer a 14-day return policy by contacting customer support on (815)556-0600. Except for the products/services detailed below (under “Equipment Return Terms”) returned equipment is eligible for a refund less $20.00 shipping charges.

Per the lease agreement within the first 14 days of service:

If we do not receive the device back within 14 days after notification of your cancellation, you will lose your entire investment to cover the cost of the modem.

Per the lease agreement after the first 14 days of service:

If we do not receive the device back within 14 days after your last day of paid service, you will lose your modem deposit.

The original product(s) must be returned with ALL original materials (original packaging, manuals, and accessories). All returned items will be inspected upon receipt at our warehouse, and if the product(s) is scratched, dirty, missing packaging/parts or in otherwise used condition your total refund will be decreased or denied.

Cost of items not returned with original packaging; this also includes returning items in non-returnable condition.

  • Power Adapters $10.00
  • Modem Box $5.00
  • External Antennas (Modems) $5.00 Each (If included)
  • Ethernet Cables $5.00

LOSS OR DAMAGE TO LEASED EQUIPMENT:

By the execution of this agreement and the acceptance of delivery and installation of equipment, you agree to assume full responsibility for the protection and safekeeping of the leased equipment. In case of loss, damage, or destruction of the leased equipment through no fault of the corporation, you are responsible to reimburse.

Additional Shipping Terms:

Return shipping costs are the responsibility of the customer. All shipping charges regardless of the situation are not refundable as we cannot guarantee service will work at any location.

In the unlikely event that an item is missing from your order, or the order is in any way damaged/incomplete, you must report the issue to us within 7 days. We are not bound to replace missing/damaged items if the customer does not report the situation to customer service.

IMPORTANT: If your package must be redirected by FedEx/UPS/USPS after it has shipped due to customer error or request (e.g., you entered an incorrect address when placing the order OR you decide you want it delivered to an alternate location once it’s already in transit), you will automatically be charged a non-refundable $20 redirect fee.

  1. You MUST contact us by calling customer support at (815)556-0600 before returning an order – if you return products without contacting us for an RMA (Return Merchandise Authorization*) there will be an automatic restocking fee that applies to all items being returned for a refund. We are NOT bound to offer full or partial refunds for returns WITHOUT an RMA number. RMA numbers will be issued by a customer support representative and will be noted on your account.
  2. Any refused shipments* will incur a $30 fee plus the cost of return shipping.
  3. If you are returning a product that came with free accessories, you must return the free accessories as well. If you do not return the accompanying free accessories, your refund will result is a lesser amount returned, we will charge our regular sale price for the missing items.
  4. Any refused shipments will incur a restocking fee plus the cost of return shipping.

Defective Equipment:

If the customer has had the equipment for over 90 days, they must buy a replacement device at a discounted rate. Customers with defective equipment they have had for less than 90 days will require the approval of exchange by a technical support representative. Upon approval, we will supply return instructions.

**Modems that sustain physical or lightning damage are subject to the full replacement cost. There are no exceptions.

Internet Service Termination:

Termination Of Service: You may stop services with FWA INTERNET at any time, we do not offer or issue any prorated refunds. We may stop your account within 48 hours if you do not pay for services on your set recurring billing date, furthermore we may stop your account for any violation of the acceptable use policy. In case of termination at that customer’s request, you must let us know by calling customer support on (815)556-0600, we only accept text or email confirmation for termination of service requests. In case of termination by us, we may try to reach out beforehand, however this is not a requirement, and your service may be stopped without notice.