Return a new phone

If you don't love your new purchase, we can help you return it so you can find your perfect match.

 

Things to know

  • You must return everything that came with the device, including accessories (SIM cards are the exception).
  • If any of the returned items are damaged or if the return isn't completed properly you will not be refunded.
  • Refunds may take up to 30 days to process. We will refund the purchase price, excluding rebates and special discounts.
  • Once you trade-in a device we are unable to return that device to you.
  • Keep any you bought separately, like media cards.
  • Check out your device's master reset tutorial to clear out your personal data.
  • If you purchased your order in a T-Mobile store, your return can only be processed in a store. Online and phone orders must be returned by contacting customer care.

 

 

Retail store returns

  • You have 14 days to return a device purchased at a store.
  • You can go to any T-Mobile store to return a device.
  • A restocking fee may be charged for the return.
  • Bring proof of purchase such as an emailed or printed receipt.

 

Customer Care or online purchase

You'll need to call us at 1800 937 8997 to start your return and receive a return label. Once we've started the return process, follow the steps and guidelines below.

  • Returns must be postmarked within 20 days of order delivery.
  • T-Mobile stores cannot accept these returns.
  • Packaging and labeling requirements:
    • Securely pack returns to prevent damage during shipment.
    • Attach the prepaid shipping label that we emailed you to the outside of the box.
    • Battery returns have specific labeling requirements. Use the steps below to ensure your return is packaged properly.

 

Return one phone, tablet, or wearable

  1. Securely package your return and seal the box.
  2. Print and apply the UPS shipping label that we emailed you to your package.
  3. If you're using your original box cover the existing labels and stickers.

 

Return multiple phones, tablets, or wearables

If you're returning more than 12 phones, you'll need multiple packages. When you call us to create your return, just let us know.

AK, HI, and Island Returns

To return your items, you'll need to:

  1. Securely pack the items and tape the box.
  2. Delete the ground shipping label we emailed you.
  3. Print the 2nd day air label we emailed you and place it over any existing shipping label.
    • If you're using your original box: Do not mark out or cover any of the labels on the box, except the original shipping label.
    • All other boxes: Print the UN3481 and PI packaging code in color. Click here to download and print these labels.
      Important: Do not shrink or scale the color image when printing.

 

Mainland US returns

To return your items, you'll need to:

  1. Print and the UPS shipping label that we emailed you and place it over any existing shipping label.
  2. Securely pack the items and tape the box.
    • If you're using your original box: Do not mark out or cover any of the labels on the box, except the original shipping label.
    • All other boxes: Print the UN3481 packaging code in color. Click here to download and print this label.
      Important: Do not shrink or scale the color image when printing.

 

 

Return an accessory with a battery

Any accessory that contains a battery, like a battery pack or an accessory that has a built in battery.

AK, HI, and Island returns
You'll need to complete the return in a store. If there is no store located near you, give us a call at 1-800-937-8997.
Mainland US returns

To return your order, you'll need to:

  • Print the ground shipping label we emailed you and apply over any existing shipping label.
  • Securely pack the items and tape the box.