If you need to return your Cricket 5G Home Internet equipment, exchange it, or get help with a device that has stopped working, we're here to help!
Returning your gateway
Changed your mind? Eligible Cricket 5G Home Internet gateways can be returned within 7 calendar days of purchase for a refund.
How to return your gateway
If you purchased your gateway at a Cricket store, return it to the same store within 7 days of purchase.
Return requirements
To qualify for a refund, your gateway must be:
- Returned within 7 calendar days of purchase
- In like-new condition
- Returned in its original packaging
- Returned with all original contents, including:
- Gateway
- Power supply
- Any included accessories and documentation
Returns that don’t meet these requirements may not qualify for a refund or exchange.
Refunds
If your return is approved, your refund will be processed according to the store's refund procedures. When applicable, the refund will be issued to your original payment method.
Refunds are available only for eligible equipment purchases. Service charges are non-refundable.
Exchanges during the return period
Need a replacement during the 7-day return period? Visit the same Cricket store where you purchased your gateway.
To qualify for an exchange, the gateway must meet the same requirements listed above.
Warranty exchanges
If your 7-day return period has ended and your gateway stops working because of a covered issue, you may be eligible for a warranty exchange.
Warranty coverage begins after the 7-day return period and continues through the gateway’s one-year warranty period.
How to request a warranty exchange
- Dial 611 from your Cricket phone; or
- Call 1-800-CRICKET (274-2538)
A representative will review your issue, verify eligibility, and guide you through the warranty claim process.
What’s covered?
A warranty exchange may be available if your gateway stops working because of a manufacturing defect or another issue that wasn’t caused by customer damage.
What’s not covered?
Warranty coverage doesn’t apply to devices with:
- Damage beyond normal wear and tear
- Accidental damage
- Misuse or improper use
- Unauthorized repairs or modifications
- Altered or disassembled equipment
- Missing, unreadable, or altered serial numbers
- Damage caused by liquids or environmental conditions outside normal use
Gateways that don’t meet warranty requirements may not qualify for a warranty exchange.
Important things to know
- Warranty eligibility is separate from return or exchange eligibility.
- Promotional offers, rebates, or gifts associated with a returned gateway may be canceled and may need to be returned.
- Some purchases can’t be returned or exchanged, including devices received through approved insurance claims, non-Cricket or unauthorized devices, and closeout devices.
Need more help?
For returns or exchanges during the 7-day return period, visit the Cricket store where you purchased your gateway.
For warranty exchanges, start your request by contacting Cricket at 1-800-CRICKET (274-2538).
