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Pristine

Our Return Policy


RETURN ADDRESS FOR ALL PACKAGES  (UNLESS INSTRUCTED OTHERWISE):
Pristine Internet
133 E 50th Street
Garden City, ID 83714

  1. Refund of Modem Equipment Purchases:   Here at Pristine, we offer a 14 day risk-free trial.  If you are not completely satisfied with your purchase, you may contact our support team at 877-877-7716.  With the exception of the products/services detailed below (under “Equipment Return Terms”) returned equipment is eligible for a refund less a $49.00 non-refundable activation fee (as long as the device is returned in original condition with all parts and pieces - must pass quality control before a refund will be issued).
  2. Refund of Financed Equipment: In the event you are not fully satisfied with the product, you may return it for a full refund, less a $49.00 non-refundable activation fee (charged to the card on file on the date of sign up).  Cancellation requests must be received by contacting our support team at 877-877-7716 within 14 days from the date of delivery. Once the cancellation request is received, Pristine Internet will contact the lender financing your product to initiate the cancellation of your agreement. Cancellation is not considered complete until your equipment has passed quality control. 
    1. LOSS OR DAMAGE TO FINANCED 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 financed equipment. In the event of loss, damage or destruction of the financed equipment through no fault of Pristine Internet, you are responsible to reimburse Pristine Internet in the amount of the cost of the equipment, as outlined in the finance agreement. 
  3. High Gain Antenna: All sales are final. 

Pristine Internet. does not promote the use of unauthorized SIM cards to circumvent the common carrier nor will a non-working unauthorized SIM card be a reason for warranty assistance. Not all SIM cards will work with our devices. Please check with your common carrier first before purchasing.

Equipment Return Terms:
  1. Return shipping costs are the responsibility of the customer.
  2. 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 obligated to replace missing/damaged items if they are not reported to customer service.
  3. All shipping charges, regardless of situation, are not refundable.
  4. In the event that your package has to be redirected by FedEx/UPS/USPS after it has shipped due to customer error or request (i.e. 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 $20 redirect fee.
  5. Modem equipment ONLY falls under our 14-day return policy, however, there are a few exceptions:
    1. The original product(s) must be returned in otherwise new condition 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.
    2. Cost of items not returned with original packaging; this also includes returning items in non-returnable condition.
      1. Power Adapters $10.00
      2. Modem Box $5.00
      3. External Antennas $5.00 Each
      4. Ethernet Cables $5.00
    3. You MUST contact us by calling customer support at  877-877-7716 before returning an order – if you return products without contacting us for an RMA (Return Merchandise Authorization) there will be an automatic line management fee that is applicable to all items being returned for a refund. We are NOT obligated 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 recorded on your account.
    4. Any refused shipments will incur a $50 line management fee plus the cost of return shipping.

**Modems that exhibit physical damage or damage caused by lightning, are subject to the full cost and will not be refunded.  There are no exceptions.

By purchasing from Pristine Internet, you acknowledge that you have read and agree to all terms and conditions on our site. If you have already ordered modem equipment from PRISTINE INTERNET and need technical support, please do not hesitate to contact us at  877-877-7716. We are proud to provide excellent technical support and would be happy to assist you!

Internet Service Termination:
Termination Of Service: You may terminate INTERNET services with Pristine Internet at any time. To cancel your internet service, you must notify us 48 hours prior to your billing date, by calling customer support at 877-877-7716. 

If you fail to pay for services on your established recurring billing date, Pristine Internet may terminate your account after 48 hours. Furthermore, we may terminate your account for any violation of the acceptable use policy. In the event termination of your account is initiated by Pristine Internet, we will always attempt to make contact with you by phone, email, or text message beforehand. 

Refund of Internet Services: We are a prepaid internet service provider.  If you wish to cancel your service anytime after the 14-day trial, you may do so by calling customer support at 877-877-7716.  Your service will remain active until the end of your current bill cycle. We do not offer prorated refunds on service.  Purchased equipment is yours to keep after the trial period has expired.  All Pristine Internet equipment is factory unlocked and may be used elsewhere.

We do not under any circumstances offer any service refunds after the 14 day trial period.