Learn how to exchange a defective device.
To return a defective phone, follow these steps:
In order to return your defective phone that is still under the manufacturer's warranty, you will need to return it directly to the manufacturer. Thankfully, we will assist you by providing you with a replacement phone and submitting your phone to the manufacturer for you. This is a service that T-Mobile provides as a supplement to the manufacturer's warranty that normally comes with your phone.
If you would like T-Mobile to provide you with a replacement phone and to send your defective phone to the manufacturer for you, contact Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone issues. For this reason, please make your initial call to Customer Care from a different phone or you may limit the ability to troubleshoot.
After you receive your replacement phone
Once you receive the replacement phone, you must return the defective phone to T-Mobile to complete the exchange.
To receive a replacement phone in advance from T-Mobile, you must agree that we may charge you an out of warranty fee for the value of the equipment if your phone is found to be outside the manufacturer's warranty period and/or is physically damaged in a manner not covered by the manufacturer’s warranty. You will only be charged the Out of Warranty Fee if, after T-Mobile has received your phone and inspected it, the phone is outside the warranty period or is otherwise defective in a manner not covered by the manufacturer's warranty, as described below.
Important: You can return phones directly to the manufacturer if they do not want to participate in T-Mobile’s phone replacement program. If you choose to participate in this program must agree to pay an Out of Warranty Fee of up to $300 (depending upon phone model) if your original phone is ultimately determined not to be covered by any manufacturer's warranty. You can contact T-Mobile Customer Care to find the Out of Warranty Fee for your particular phone.
Note: If you purchased a phone under our Refurbished Device Program you can also participate in T-Mobile’s phone replacement program if your phone is still under T-Mobile’s 90-day limited warranty. You must agree to that we may charge you an Out of Warranty fee if your refurbished phone is found to be outside the limited 90-day warranty period and/or is physically damaged in a manner not covered by the T-Mobile 90-day limited warranty.
When receiving a new replacement phone, you have three available shipping options:
- UPS Ground shipping - included in the $20.00 Service Warranty Fee (plus any applicable tax) for delivery within seven business days (unless the item ordered is on backorder).
- UPS Express shipping - $19.99 plus $20.00 Service Warranty Fee (plus any applicable tax) for delivery within three business days (unless the item ordered is on backorder) excluding weekends and holidays. UPS Express shipping is not available to PO Boxes, Military addresses that contain APO AE, or prepaid customers.
- Next Business Day - $5.00 (Available only to Premium Handset Protection Bundle and Premium Handset Protection Extended customers).