Return policy

To see the return policy applicable for your Device, select how you made your purchase below.

In the store:
On the phone:
Online:
In the store:
T-Mobile retail location
To receive a refund or to exchange a device (less any discounts or rebates), or to cancel your service without incurring an early termination fee (for service contracts of 1 year or more), return your Device in its original package with all original contents undamaged and in good working condition with no material alterations to the Device’s hardware or software to any T-Mobile retail store within 14 days of the purchase date of the original device. You may have to pay a restocking fee. The restocking fee is $75 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, netbooks); the restocking fee is $50 for “smart phone” and "wearable devices" with SIM cards, which are high-end phones and wearable devices that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25 (e.g., basic phone devices, data sticks). Select the return policy for your state below for specific details:
Authorized third-party dealer
For Device and accessory refunds and exchanges, see the individual authorized dealer’s return policies applicable to your purchase. To cancel service without incurring an early termination fee (for service contracts of 1 year or more), return your Device in its original package with all original contents undamaged and in good working condition with no material alterations, within 14 days of the purchase date of the original Device to the authorized dealer location where you purchased it.
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On the phone:
New sale and activation
For a refund, to exchange a device, or to cancel your new service activation without a termination fee (for service contracts of 1 year or more), return your Device within 20 calendar days of the date you received your Device. During this period, you may return or exchange your Device, or cancel your new service activation for any reason, as long as you:
  • Contact us at 1-800-866-2453 to cancel your new service activation; and for all returns and exchanges:
  • Return all equipment acquired in connection with your activation along with proof of purchase.
    • You must return your Device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchange.
    • Limited edition and some other Devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees, and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Charge you the early termination fee after the service cancellation period (for service contracts of one year or more)
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned Device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees, and other fees.
    • You may also be required to pay a restocking fee for all returned or exchanged Devices as follows:
      • The restocking fee is $75 for advanced, data-focused devices that are designed for web browsing (e.g.: tablets, netbooks).
      • The restocking fee is $50 for “smart phone” and "wearable devices" with SIM cards, which are high-end phones and wearable devices designed for web and social media use in addition to standard phone usage such as voice and text messaging.
      • The restocking fee is $25 for all other devices (e.g.: basic phone devices and data sticks).
Upgrade
For a refund, to exchange a Device or to cancel an upgrade service activation without a termination fee (for service contracts of 1 year or more), return your Device in its original package with all original contents undamaged and in good working condition with no material alterations to the Device's hardware or software, along with proof or purchase and a completed Return Form, within 20 calendar days of the date you received your Device. During this period, you may return or exchange your Device, or cancel your upgrade service activation for any reason, as long as you:
  • Contact us at 1-800-866-2453 to cancel your upgrade service activation; and for all returns and exchanges:
  • Return all equipment acquired in connection with your activation along with proof of purchase.
    • You must return your Device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchange.
    • Limited edition and some other devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees, and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Charge you the early termination fee after the cancellation period (if your rate plan is subject to an early termination fee);
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees, and other fees.
    • You may also be required to pay a restocking fee for all returned or exchanged Devices as follows:
      • The restocking fee is $75 for advanced, data-focused devices that are designed for web browsing (e.g.: tablets, netbooks).
      • The restocking fee is $50 for “smart phone” and "wearable devices" with SIM cards, which are high-end phones and wearable devices designed for web and social media use in addition to standard phone usage such as voice and text messaging.
      • The restocking fee is $25 for all other devices (e.g.: basic phone devices and data sticks).
Important:
  • 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 part(s), you will not receive any credit on your purchase price.
  • A different return period may apply to accessory purchases.
  • Prepaid services, e-coupons, and gift cards are not refundable

Note: If your Device has not yet been delivered, simply refuse delivery of the package and the Device will be returned to T-Mobile.

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Online:
New sale and activation
For a refund, to exchange your Device, or to cancel your new service activation without a termination fee (for service contracts of 1 year or more), return your Device within 20 calendar days of the date you received your order. During this period, you may return or exchange your Device, or cancel your new service activation for any reason as long as you:
  • Contact us at 1-800-866-2453 to cancel your new service activation; and for all returns and exchanges:
  • Return all equipment acquired in connection with your activation along with proof of purchase.
    • You must return your Device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchange.
    • Limited edition and some other Devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Charge you the early termination fee after the service cancellation period (if your rate plan is subject to an early termination fee);
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned Device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees and other fees.
    • You may also be required to pay a restocking fee for all returned or exchanged Devices as follows:
      • The restocking fee is $75 for advanced, data-focused devices that are designed for web browsing (e.g.: tablets, netbooks).
      • The restocking fee is $50 for “smart phone” and "wearable devices" with SIM cards, which are high-end phones and wearable devices designed for web and social media use in addition to standard phone usage such as voice and text messaging.
      • The restocking fee is $25 for all other devices (e.g.: basic phone devices and data sticks).
Upgrade
For a refund, to exchange a Device or to cancel an upgrade service contract without a termination fee (for service contracts of 1 year or more), return your Device in its original package with all original contents, along with proof or purchase and a completed Return Form, within 20 calendar days of the date you received your Device. During this period, you may return or exchange your Device, or cancel your upgrade service activation for any reason, as long as you:
  • Contact us at 1-800-866-2453 to cancel your upgrade service activation; and for all returns and exchanges:
  • Return all equipment acquired in connection with your activation along with proof of purchase.
    • You must return your device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchange.
    • Limited edition and some other Devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees, and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Charge you the early termination fee after the cancellation period (if your rate plan is subject to an early termination fee);
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned Device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees and other fees.
    • You may also be required to pay a restocking fee for all returned or exchanged Devices as follows:
      • The restocking fee is $75 for advanced, data-focused devices that are designed for web browsing (e.g.: tablets, netbooks).
      • The restocking fee is $50 for “smart phone” and "wearable devices" with SIM cards, which are high-end phones and wearable devices designed for web and social media use in addition to standard phone usage such as voice and text messaging.
      • The restocking fee is $25 for all other devices (e.g.: basic phone devices and data sticks).
Important:
  • 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, you will not receive any credit on your purchase price.
  • A different return period may apply to accessory purchases.
  • Prepaid services, e-coupons, and gift cards are not refundable.

Note: If your Device has not yet been delivered, simply refuse delivery of the package and the Device will be returned to T-Mobile.

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