Refund and Returns Policy

WARRANTY AND RETURNS POLICY – CONNECT PATH, LLC

Effective Date: November 26, 2025

WARRANTY POLICY

Connect Path, LLC (“Connect Path”) acts as a value-added reseller of 5G routers, networking equipment, and cellular SIM cards. Connect Path passes through to the customer, to the maximum extent permitted by law, the limited warranties of the original equipment manufacturer (OEM). Customers may also purchase manufacturer extended warranties and support services where available.

Warranty Coverage:

  • All equipment falls under our warranty-only return policy, which begins on the day your order ships
  • Connect Path mirrors OEM supplier return policies for all branded equipment
  • For secondary market or refurbished products, Connect Path extends a 90-day limited warranty from the date of shipment
  • Warranty claims are subject to OEM determination and timelines. Connect Path will facilitate the warranty claim process, but warranty terms, response times, and remedies are determined solely by the OEM.

OEM No-Return Brands: The following OEM manufacturers do not accept buyer’s remorse returns for refund and will only support warranty claims for defective hardware or software within their respective warranty period:

  • Cradlepoint
  • Peplink
  • Inseego

SIM Cards and Cellular Service:

  • SIM cards are non-refundable once activated
  • Cellular service plans are non-refundable
  • Unactivated SIM cards may be returned within 14 days of purchase for refund, subject to RMA approval and restocking fee
  • Coverage Assistance: We’ll work with you to find an alternative carrier SIM if initial selection doesn’t provide adequate coverage within 14 days. Customer is responsible for shipping costs and any carrier-specific fees for the replacement SIM.

DEAD ON ARRIVAL (DOA) POLICY

Products found to be defective upon delivery (Dead on Arrival) may be replaced at no charge if reported within 7 days of delivery. DOA claims require:

  • Photographic or video evidence of the defect
  • Description of the issue observed
  • RMA request through proper channels

DOA replacements will be expedited and no restocking fee will apply.

FIRST-TIME CUSTOMER TRIAL PERIOD

First-time customers may return unopened, unused equipment within 14 days of delivery for a full refund minus actual shipping costs (no restocking fee will be applied). This one-time courtesy:

  • Does not apply to SIM cards, activated services, or subsequent orders
  • Requires equipment to be in new, resalable condition with all original packaging
  • Must be requested through the standard RMA process

RETURN MERCHANDISE AUTHORIZATION (RMA) PROCESS

You MUST request an RMA before returning any product. Connect Path is not obligated to process returns without an RMA number.

To Request an RMA:

RMA Requirements:

  1. All returns must be requested within 30 days of the original ship date
  2. Products must be returned in new, unused condition with all original materials including:
    • Original packaging
    • Manuals and documentation
    • All accessories and cables
    • Protective films and seals intact
  3. Return shipment must be sent to the address specified in your RMA email (do not return to the address on the original package)
  4. Customer is responsible for return shipping costs unless the return is due to Connect Path error or defective product

Inspection Process: All returned items will be inspected upon receipt at our warehouse. If the product is scratched, dirty, missing packaging/parts, shows signs of use, or has been installed/configured, your refund may be reduced or denied.

RESTOCKING FEES

Connect Path reserves the right to assess restocking fees as follows:

  • Standard returns (buyer’s remorse): 20% restocking fee
  • Opened but unused items: 15% restocking fee
  • Special order or configured items: 25% restocking fee
  • Products returned without RMA: No refund issued

Restocking Fee Waivers: Restocking fees will be waived for:

  • Returns due to Connect Path shipping errors
  • Products confirmed defective upon our inspection
  • DOA products reported within 7 days
  • First-time customer trial period returns (within 14 days, unopened)

SHIPPING DAMAGE AND CLAIMS

Customer Responsibility: It is the customer’s responsibility to inspect packages for shipping damage upon delivery. Customers must file damage claims directly with the shipping carrier in accordance with their process.

Shipping Costs:

  • Shipping charges are NOT refundable
  • If you received free or discounted shipping and later return the order, the actual cost of shipping paid by Connect Path will be deducted from your refund/credit
  • Package redirects requested after shipment will incur a $15 redirect fee charged by the carrier

Refused Shipments: Any refused shipments will not be refunded and will be charged the cost of return shipping plus a 25% restocking fee.

WARRANTY CLAIMS

For Defective Products:

  1. Request an RMA through the channels listed above
  2. Provide detailed description of the defect and any troubleshooting steps already taken
  3. Include proof of purchase (order number and date)
  4. Ship product to RMA address provided by Connect Path

If Product is Found “Not Defective”: Connect Path reserves the right to invoice the customer for:

  • Testing and diagnostic fees
  • Return shipping costs
  • Administrative processing fees
  • Current service rates for time spent troubleshooting

OEM Warranty Service: For products covered by OEM warranty, Connect Path will facilitate the warranty claim process. However, the customer acknowledges that warranty terms, response times, and remedies are determined solely by the OEM. Connect Path acts as a liaison but cannot override or expedite OEM warranty decisions.

EXCHANGES

Product exchanges are handled as a return for refund followed by a new purchase. This ensures proper inventory management and clear transaction records.

PROFESSIONAL INSTALLATION SERVICES

Installation labor is warranted for 90 days from completion. This warranty covers defects in workmanship only and does not cover:

  • Damage caused by customer modifications or misuse
  • Acts of nature (lightning, flooding, extreme weather)
  • Normal wear and tear
  • Changes to the installation site or infrastructure

Installation fees are non-refundable once work has commenced.

EXCLUSIONS AND LIMITATIONS

Connect Path is NOT responsible for:

  • Compatibility issues with customer’s existing network or infrastructure
  • Performance limitations due to cellular carrier network conditions
  • Data plan selection, activation issues, or carrier-specific requirements
  • Installation, configuration, or technical support beyond initial setup guidance
  • Lost data, downtime, or business interruption
  • Consequential, incidental, special, or punitive damages of any kind

EXCEPT AS SPECIFICALLY SET FORTH HEREIN, CONNECT PATH MAKES NO REPRESENTATIONS OR WARRANTIES, EXPRESS OR IMPLIED, AS TO THE CONDITION OR PERFORMANCE OF ANY PRODUCTS, THEIR MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, OR OTHERWISE.

CONTACT INFORMATION

Connect Path, LLC
3919 Providence Road S, Suite B-405
Waxhaw, NC 28173
980-247-9797
[email protected]
https://connectpathnetworks.com

Questions about this policy? Contact our customer support team during business hours: M-F, 9 am – 5 pm EST.

This policy is subject to change without notice. The version in effect at the time of your purchase governs your transaction. By placing an order with Connect Path, LLC, you acknowledge that you have read, understood, and agree to be bound by this Warranty and Returns Policy.