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Return Policy

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

In the store:

 

On the Phone or Online:

 

In the store:

T-Mobile retail location

T-Mobile will gladly assist you with your return. You can return or exchange a Device or accessory (“Device”) for a refund within 14 days of the purchase or lease date of the original Device. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Device’s hardware or software, to a T-Mobile retail location. Refunds and exchanges will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. You may also be required to pay a restocking fee based on the Full Retail Price (“FRP”) of the Device as follows: $70 for devices with a FRP of $600 or more; $40 for devices with a FRP between $300-$599; and $20 for devices with a FRP of less than $300. 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, 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.

 

On the Phone or Online

T-Mobile will gladly assist you with your return. Return the Device or accessory (“Device”) to a T-Mobile retail location or ship the Device back to us within 20 days of the date the Device shipped to you, to return or exchange the Device or cancel your new service activation for any reason. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Device’s hardware or software. Refunds and exchanges will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and you could become ineligible for any promotional discounts. You may be required to pay a restocking fee based on the Device Full Retail Price (“FRP”) as follows: $70 for devices with a FRP of $600 or more; $40 for devices with a FRP between $300-$599; and $20 for devices with a FRP of less than $300. Prepaid services, e-coupons, and gift cards are non-refundable.

If you chose to ship the Device contact us and we will email you a prepaid shipping label for your return. You are responsible for any charges incurred prior to service cancellation.

  • If you are new to T-Mobile contact us at 1-800-672-5390 to request a Return Authorization for all returns and exchanges or to return your Device and cancel your new service activation.
  • If you are a current T-Mobile customer returning an upgrade Device contact us at 1-800-937-8997 to request a Return Authorization for all returns and exchanges.

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;
  • Elect not to process your service cancellation;
  • Charge you the cost to repair a damaged or altered Device; or
  • Charge you the suggested full retail price of a destroyed or altered Device, or a non-returned Device, (which may be greater than the price you paid), plus any shipping and handling charges.