If your phone isn't functioning properly, we're here to help.
The good news is that there are several options to replace a defective device, including exchanging it, 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, T-Mobile charges a non-return fee, so be sure to return it as soon as possible.
- 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 aren't transferable from one customer to another. T-Mobile doesn't support warranties for any devices 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 can't exchange your device. Liquid or physical damage isn't 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).
- If you have Device Protection on your account, you can file a claim. Learn more.
- If you don't have Device Protection on your account, you can purchase a replacement phone through My T-Mobile.
To replace your phone, contact us. One of our specialists will first try troubleshooting your phone so you can avoid a replacement, if possible.
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's warranty that may come with your phone. If you're picking up your phone from a retail location, be prepared to pay any related fees (shipping or warranty) at the time of pick up. These fees vary by insurance type.
If you choose not to file an exchange with us, 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.
- Upgrade your phone: See upgrade your device for more details.
- File a claim: If you're enrolled in Device Protection, you can file a claim online.
- If you are picking up your new device at a retail location, please ensure the following:
- The device you're exchanging has been master reset to remove all personal information.
- Return your defective device at the time of pick-up to the retail location.
- Ensure you provide proper photo identification and original defective device at time of exchange.
- Your defective device is subject to a device damage condition check before the processing of your new device.
- All fees will be due when you pick up your new device at the T-Mobile retail store.
- If we are mailing your new device to you, please ensure the following:
- 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.
- When you receive the replacement device, return the defective device in the same box using the packing foam provided to protect the device during transit.
- The replacement/return box includes a “tamper-evident box seal” sticker. Seal the tab closing of the box with the sticker horizontally to prevent the handset from falling out of the box during transit to the Return Center.
- Only one device per box. Combining shipments cause delay in receipt of returned devices.
- Don't enclose a bill payment, a letter to T-Mobile, or any other correspondence.
- 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.
- Check with UPS.com at http://www.ups.com to find a UPS Drop-off location in their area.
- You must return devices within seven days of receiving the replacement handset or you will be charged a non-return fee.
Important: Do not include any accessories such as the battery, memory card, or back cover when returning your device. These items will not be returned or replaced.
What if I receive a defective replacement device, or I decide I do not want the replacement?
Simple! Just return the replacement device exactly as you would have returned the device you were looking to replace. You will not be charged any additional fees, such as a warranty non-return fee.
What do I do if I misplace the postage paid return label that came with my replacement device?
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 us.