Exchange a device under warranty

    If your phone is not functioning properly, we're here to help. The good news is that there are several options to replace a defective device, including exchanging your device, as long as it is under warranty. The device you get in exchange might be a like-new device.

     

    Important: If the defective device is not returned, a non-return fee will be charged, so be sure to return it as soon as possible.

     

     

    Warranty details

    • If you purchased a new T-Mobile device, it's under a manufacturer's warranty for 12 months from the date it was first used on the T-Mobile network or the date you received the device, whichever is earlier.
    • If you purchased a refurbished T-Mobile device, it's under T-Mobile's limited warranty for 90 days after receipt of the device or the remainder of your 12-month service agreement, whichever is longer.
    • 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's determined that your device has liquid or physical damage, T-Mobile won't be able to exchange your device. Liquid or physical damage is not covered by the manufacturer warranty. If you don't disclose device damage, you're subject to a nonrefundable Out of Warranty Fee (dependent on model).

     

     

    Filing an exchange

    To replace your phone, contact us. One of our specialists will first try troubleshooting your phone so you can avoid a replacement, if possible.

    • Note: If picking up your phone from a retail location, be prepared to pay any related fees (shipping or warranty) at the time of pick up.

     

    T-Mobile charges a Service Warranty Processing fee when you participate in T-Mobile’s replacement phone program. This service is offered as a supplement to the manufacturer warranty that may come with your phone. The fee is $20, unless you have enrolled in additional warranty coverage provided by the Premium Handset Protection program, in which case the Service Warranty Processing fee is $5.

     

    If you choose not to file an exchange, there are still other options available to you:

     

    • Return the device to the manufacturer: You can return devices directly to the manufacturer if you don't want to participate in T-Mobile’s device replacement program. To do so, please contact your device manufacturer directly.
      • Damages or cracks in the device case (device was dropped).
      • Indications the device was damaged due to liquid.
      • Screen damage shows cracks or spots.
      • Evidence that the device has been modified or tampered with.
    • Upgrade your phone: You can also upgrade your device to pay a low out of pocket price for a new phone, and have the option to pay the remainder of your phone balance over 24 months.
    • File a claim: If you're enrolled in Premium Handset Protection (PHP), you can file a claim online.

     

     

    Returning your defective phone

    1. If you are picking up your new device at a retail location, please ensure the following:
      • Return your defective device at the time of pick-up to the retail location.
      • Important: Do not include any accessories such as the battery, memory card, or back cover. These items will not be returned.
      • Ensure you provide proper photo identification and original defective device at time of exchange.
      • Your defective device will be subject to a device damage condition check prior to the processing of your new device.
    2. If we are mailing your new device to you, please ensure the following:
      • When the replacement device is received, return the defective device in the same box using the packing foam provided to protect the device during transit.
        Note: You can use another box to return the handset, you must package the defective device with foam or packing peanuts to prevent further damage to the device and tape the box securely around all edges
      • The replacement/return box includes a “tamper evident box seal” sticker. Seal the tab closing of the box with the sticker horizontally. This will prevent the handset from falling out of the box during transit to the Return Center.
      • Important: Do not include any accessories such as the battery, memory card, or back cover. These items will not be returned.
      • Only one device per box. Combining shipments will cause delay in receipt of returned devices.
      • Do not enclose a bill payment, a letter to T-Mobile or any other correspondence.
      • If you receive a defective replacement or you do not want to do an exchange after receiving the replacement, return the replacement and you will not be charged a Warranty Non-Return fee.
      • If you return the wrong device or a device that was never sold by T-Mobile, you will be charged a Warranty Non-Return fee. No credit will be issued.
      • A postage paid return label has been provided to return your defective device (may be located under the shipping label or in the box). The label has the order number, the Return Center return address and UPS tracking number.
      • Empty all contents out of the box thoroughly; sometimes the postage paid return label can be above or below the packing foam in the box.
      • You MUST have a postage paid return label to return your defective device. Special bar coding is printed on the label that allows the Return Center to credit for the equipment received.
      • Postage Paid Return Label Misplaced: If you need a new postage paid return label AND it has been less than 45 days since the original exchange order was shipped, contact customer care.
      • Check with UPS.com at http://www.ups.com to find a UPS Drop-off location in their area.
    3. You must return devices within seven days of receiving the replacement handset or you will be charged a Non-Return Fee.

     

     

    What is the Return Center address?

     

    Return Center TX

    ATTN: Return Department, Form ID: (write the Order Form Id here**)

    4500 Cambridge Road

    Fort Worth, TX 76155

     

    **Order Form Id can be obtained by looking at the shipping label on the original shipment or by contacting customer service.

     

    Related pages

     

    In-store warranty fulfillment FAQs

    Return & replacement FAQs