We are sad to see you go but we still want your Pinwheel experience to be a good one. That’s why it's important for us to provide a return and refund policy that is clear and easy to understand.
Returns
We understand that finding the right products for your child and family can be a challenge. We want you to feel confident in trying Pinwheel and returning it if it's not the perfect fit. If you find that Pinwheel isn't quite right for your family, please refer to the list below to ensure you are eligible for a refund.
Eligibility
To be eligible for a return, your device must:
- Have been received within the last 30 days.
- Have all included free accessories (charging block, charging cable, included screen protectors (Rugged only), etc.), as well as its original packaging.
- Be in excellent condition, with no damage to the device or any included free accessories.
Return Process
We may begin the return process if all of the above applies to your purchase. Please make sure to back up all saved files and other important data before proceeding, since part of the return process involves removing all data from the phone. For your security, we do not have any means of recovering your data once its been deleted.
When you are ready to begin, please contact Customer Care along with the following:
- Two photos of the phone’s screen: One with the screen turned off and another with the screen turned on. Please make sure that the screen is clean and free from any dirt, dust, or other form of debris.
- A photo of the charging port, located on the bottom side of the phone. Make sure the photo clearly shows that the charging port is undamaged.
- A photo for the back of the phone, as well as all sides. Make sure that any accessories have been removed, and that the phone’s surface is clean and free from any dirt, dust, or other form of debris.
- Your phone’s Pinwheel ID or IMEI. You can locate this on your Caregiver app’s dashboard. We will need this to wipe your information from the phone before we send you your return label. Additionally, make sure your Pinwheel phone has access to your home wifi so we can wipe it remotely.
- Your billing information: The name, billing email, and the last-4 digits of the card on file as part of our account verification process.
Note: If your Pinwheel Phone’s packaging is sealed, you may skip steps 1-4. You may instead take a photo showing that the seal remains intact.
After we receive and verify your request, we will erase all data from your device and provide you with a return form, prepaid return label, and instructions on how to return the phone.
Once our returns team receives and confirms that the phone is eligible for a refund, it should take 10-15 banking days for the refund to show up on your account. If you haven't received your refund within this timeframe, please contact your bank for assistance.
Accessories
Please keep in mind that we are only able to process refunds for accessories that have not been opened and are still in their original packaging. If you are eligible for a refund, please contact our Customer Care team along with the following:
- Photos of the accessories in their original packaging.
- Your billing information: The name, billing email, and the last-4 digits of the card on file as part of our account verification process.
Our team will then review the photos and contact you with further instructions.
Exceptions
To ensure that you have a hassle-free shopping experience with us, we have compiled a list of refund exceptions that you should be aware of
- Pack items cannot be refunded individually
Please note that if you purchase one of our packs, the entire contents of the bundle must be returned for a refund (Except any used SIM cards; see item #3). Individual items within the pack cannot be refunded separately. - Cellular subscription cannot be refunded
If you purchase a plan from one of our carrier partners, please note that it cannot be refunded since it's being billed separately by the carrier service. Additionally, if you purchase one of our Packs that includes a cellular subscription, it cannot be refunded once used. - SIM cards, once used, cannot be refunded
Please note that we cannot offer refunds for any SIM card that has been removed from its packaging. This includes SIM cards that are included in our packs. If you need to return a pack that includes a used SIM card, we will need to deduct the price of the card from the total cost of the pack before we can process your refund. You can choose to continue using the SIM card and do not need to include it in any of your return package. - Expedited shipping fees
Please be aware that if you pay for expedited shipping, the fee is non-refundable. Even if the item is returned for a refund, the expedited shipping fee cannot be refunded. - Pinwheel subscription
Please be aware that your Pinwheel monthly subscription cannot be refunded once you’ve been billed. For customers who choose the annual subscription option or any of our Packs, note that we can only refund you within 30 days of purchase. It is the customer’s responsibility to cancel their subscription via their Caregiver App should they decide they no longer need the service. Please see our guide on how to cancel your Pinwheel Monthly Subscription here. - Any non-compatible accessories
Please ensure that the accessory you purchase is compatible with your device before making the purchase. All accessories are labeled in the website based on which type of Pinwheel phone it’s compatible with. If you purchase an accessory that is not compatible with your device, it cannot be refunded. If you notice any discrepancy with the device label on the accessory while in our checkout page, please contact Customer Care.
Note: Pinwheel reserves the right to decline any refund request for any reason deemed appropriate.
If you have any questions or concerns regarding our refund policy, you may contact Pinwheel Customer Care or call/text us at (888) 903-7977.