Phone return and replacement policy FAQs If you recently purchased a new T-Mobile phone › If you recently purchased a new T-Mobile phone You have 14 calendar days (30 in CA) from the date of purchase to return purchased equipment to the point of purchase. Equipment must be in good working condition with original contents and packaging to be eligible for a refund of the purchase price. This return policy applies to the purchase of new equipment from T-Mobile or its authorized dealers. Proof of purchase is required. We may charge a restocking fee. A different return period may apply to accessory purchases. Prepaid cards, software, or games are not refundable. If your phone is defective and still under warranty If your phone is under warranty, you may contact Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone problems. For this reason, please make your initial call to Customer Care from a different phone or you may limit the ability to troubleshoot. 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, you must agree that we may charge you a replacement charge for the value of the equipment if your phone is found to be outside the warranty period and/or is physically damaged. When receiving a new replacement phone, you have two available shipping options:
What to do when you receive your replacement phone If you still have your defective phone and need to exchange it, you will find a pre-paid mailing label in the shipping carton. Attach this label to the carton and use it to return the defective phone within seven (7) days of receiving your replacement model. IF YOU DO NOT RETURN THE DEFECTIVE PHONE WITHIN SEVEN (7) DAYS, YOU WILL BE CHARGED T-MOBILE’S REPLACEMENT FEE FOR THE NEW PHONE. IMPORTANT: If you have upgraded your phone through our phone upgrade program, you do not need to return the defective phone. T-Mobile Prepaid Customers. A prepaid customer must send their phone into T-Mobile before receiving a replacement phone. To ensure we accurately track the phone order, please contact Customer Care prior to shipping the phone to T-Mobile. How to determine if your phone is under warranty If you purchased a new T-Mobile phone, it is under warranty for 12 months from the activation date on the T-Mobile network or the date of receipt, whichever is earlier. If you purchased a refurbished T-Mobile phone, it is under warranty from either 90 days of receipt or the remainder of your 12-month service agreement, whichever is longer. Please note that phone warranties are not transferable from one customer to another. T-Mobile does not support warranties for any devices that were not purchased through T-Mobile or an authorized T-Mobile dealer. If it is apparent your device is not under T-Mobile’s warranty, please contact the manufacturer for manufacturer specific warranties. How to determine if your phone is considered defective Phones are generally considered to be defective and covered under warranty if the phone has stopped properly functioning due to no fault of the user. For example, a software malfunction would typically be considered a defect of the phone. Phone damage not considered defective includes, but is not limited to:
What if it is determined that my phone has liquid or physical damage If it is determined that your phone has liquid or physical damage, then T-Mobile will not be able to exchange the phone. If you have Equipment Protection on your account, you can contact the insurance company, Asurion, and file a claim. If you do not have this feature on your account, then you will need to replace the phone. You have the ability to order a replacement phone through My T-Mobile. Once you have accessed the Web site, select Phones and Accessories, and then select Upgrade your phone. What to do if you want to return your upgraded phone If your new T-Mobile phone does not meet your expectations, we're here to help. In order to receive full credit for your purchase price (less any rebates), please return the phone plus all associated original contents, undamaged and in good working condition, within 14 days from the day you received the phone.* How to return your equipment varies depending on where you made your purchase: T-Mobile retail store or authorized dealer: Return your phone to the point of purchase for a refund (less any discounts or rebates). T-Mobile Customer Care or online at My T-Mobile:
Your account will be credited for the full purchase price of the phone (less any rebates) within two billing cycles. NOTE: If you also wish to cancel service, you will need to call Customer Care within 72 hours of receiving the phone. If your phone has not been delivered, simply refuse delivery of the package and the phone will be returned. NOTE: Don't have Adobe Acrobat Reader? Include your name, address, and home phone number in the return package and state whether it is a return for credit or a return for exchange. Hand address the package and ship it to:
*Longer phone return period may apply in certain states (for example, 30 days in CA). IMPORTANT NOTE: If any items (a) are returned after the specified return period, (b) have been physically damaged, modified, or damaged by liquids, or (c) are missing any parts, then you will not be eligible for, and you will not receive, any credit on your purchase price. In addition, accessories returned after such specified return period will not be returned to you. What to do if your phone has been lost or stolen Call Customer Care immediately to suspend your service. If your phone was stolen, please provide the Customer Care representative with the police report number (if available). Ask Customer Care about phone or SIM card replacement options that may be immediately available to you. You will be charged for any call charges made prior to when you reported your phone as stolen and you will receive a credit for any charges made after you reported the phone as stolen. Your monthly bill will be prorated based on the time that your account is suspended. Once you have called Customer Care to report the phone as lost or stolen, your service will be suspended for up to a maximum of 30 days. If your phone has not been recovered within this time period, your current account will be cancelled to prevent any possible misuse. To avoid account cancellation, call Customer Care regarding your options for replacing the lost or stolen phone. IMPORTANT: If you have Equipment Protection by Asurion, please contact Asurion at 1-866-268-7221 or go to www.phoneclaim.com/t-mobile to initiate the claims process to file a claim. tm21963 |
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