Return Policy

1. Return window

New, unopened hardware and eSIMs that have not been put on a plan may be returned within 30 days of delivery for a full refund. Items must be in original packaging with all included accessories (mounting plates, antennas, eSIMs, documentation).

2. RMA process

1. Request an RMA number via the contact form with your order number and reason for return.
2. Ship the item back using a carrier with tracking. The RMA number must be visible on the outside of the package.
3. Refund processing — once received and inspected, refunds process in 5–7 business days to the original payment method.

3. Non-returnable items

• Hardware that has been installed in a vehicle or deployed in the field (firmware may contain custom configuration).
• eSIMs that have been put on a plan (activated in iMatrix Cloud) — the activation is tied to the SIM and cannot be reissued.
• Custom OEM hardware or custom-provisioned eSIM lots built for a specific program.
• Products returned after the 30-day window.

4. Defective or damaged items

Hardware found defective under normal use is covered by our 1-year warranty — we repair or replace at no charge. eSIMs that fail to attach due to a manufacturing defect are replaced at no charge. Report issues as soon as they're discovered; do not attempt to open or modify the device. Warranty claims are separate from the RMA process above.

5. Subscription cancellations

iMatrix Cloud and EdgeUplink data subscriptions can be cancelled at any time from your account. Cancellations take effect at the end of the current billing period. Cancellations in the first 12 months of a subscription may carry a small early-cancellation charge; see Terms of Service §5.3. We don't pro-rate mid-cycle refunds for SaaS or data plans.

6. Contact

Return questions or dispute resolution: contact form or call +1 (844) 545-1007.