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Refund and Returns Policy

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Overview

Thank you for choosing Hoku Wireless! We understand that situations may change, and you might need to return or request a refund for our services. This policy outlines the guidelines for returns and refunds at Hoku Wireless. Our refund and returns policy last 1 days. Only for Sim cards. If 1 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

1. General Return and Refund Policy:

  • Unused and Inactivated Products: We accept returns and offer full refunds for unused and inactivated Sim Cards, eSims, within 1 day of purchase.
  • Used Products: Unfortunately, we cannot offer refunds for used products due to the nature of our services (data consumption, rental period).
  • Defective Products: If you receive a defective product, please contact us immediately. We will work with you to replace the defective product, for no reason we do a full refund on electronics devices.

2. Return Process:

To initiate a return:

  1. Contact our customer support team via email at larry@hokuwireless.com or phone at 808-5201100.
  2. Provide your order number and reason for return.
  3. Our team will guide you through the return process, which may involve returning the physical product (e.g., Portable Router) or deactivating the service (e.g., eSim).

3. Important Notes:

  • You are responsible for the cost of return shipping.
  • Refunds will be processed within 5 business days of receiving the returned product or confirmation of service deactivation.
  • Refunds will be issued to the original payment method used for the purchase.
  • This policy applies to purchases made directly through Hoku Wireless. Returns and refunds for products purchased through third-party retailers may be subject to their policies.

4. Exceptions:

We reserve the right to deny returns or refunds for products that do not meet the above criteria, such as:

  • Products damaged due to misuse or negligence.
  • Products returned after the specified return window.
  • Lost or stolen products.
  • To complete your return, we require a receipt or proof of purchase.

5. Contact Us:

If you have any questions about our return and refund policy, please don’t hesitate to contact us:

  • Email: Larry@hokuwireless.com
  • Phone: 808-5201100

We value your business and strive to provide excellent customer service. This policy is subject to change, and we will update it accordingly on our website.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at larry@hokuwireless.com.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at larry@hokuwireless.com and send your item to: 159 Kaiulani Av. # Suite 102. Honolulu, HI, 96815

Shipping returns

To return your product, you should mail your product to 159 Kaiulani Av. # Suite 102. Honolulu, HI, 96815.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at larry@hokuwireless.com for questions related to refunds and returns.