This page will help you inspect your device for different kinds of damage to avoid any surprises.

 

How T-Mobile handles device damage

  • T-Mobile can't process returns or warranty exchanges for devices that don't pass the condition check.
  • JUMP! ®, JUMP on Demand®, and Trade-In devices with damage will be assessed at a lower value or require a fee. See your program terms & conditions for details.
  • Trade-ins with screen damage may receive partial value but they don’t qualify for promotions.
  • If you have JUMP! or Device Protection, you may place a claim to replace your damaged device.

Returning a device through the mail

The warehouse will check the device condition when we receive it. If it’s damaged, you may receive a reduced trade-in value or be required to pay a fee on your bill statement. (Prepaid customers will have the defective device shipped back instead.)

Returning a device though Retail

A Mobile Expert will conduct a device condition check. If there's damage, the Mobile Expert will inform you of your options.

 

Checking your device condition

There are four main things to check on your device. Click each link to learn more.

Screen & LCD damage

Liquid damage

Find My iPhone & Anti-Theft disabled

Device turns on (Not required for buyer's remorse or warranty exchange)

Screen & LCD damage

Screen damage (LCD or display damage) voids all warranties and can't be accepted.

  • When inspecting a screen, remove any screen protectors and cases first. Tilt the device under good lighting conditions, and inspect at multiple angles. Screen damage includes hairline cracks that are difficult to see.
  • Screen damage includes:
    • Cracked screen
    • Cracks or chips in glass that is connected to the screen (including edges)
    • Crushed or shattered screen
    • Not readable, pixelated, or distorted display
    • Screen replacement or repair through an unauthorized third-party
  • Scratches and scuffs can occur from normal use and can be accepted.
  • Examples (click images to enlarge)
    Chipped or cracked Distorted








If the screen is damaged and you're enrolled in T-Mobile Device Protection or Protection<360>, see how to process a claim.

Liquid damage

Mobile devices have a Liquid Damage Indicator (LDI) to show if the device has contacted any liquids. The indicator is white when it's new, and it turns pink or red when it contacts water.

  • The location of the LDI varies depending on the device. To find out more and see pictures, open the Devices page, select your device, and look for the Liquid Damage Indicator (LDI) page.
  • If your LDI is:
    • White: The device does not show evidence of liquid damage.
    • Pink or red: The device has come been exposed to liquid.
    • Missing or tampered with: The device is out of warranty. Unauthorized third-party repairs void the warranty and may remove the LDI.
  • Liquid damage can also cause batteries to swell. Pay special attention to the LDI if the battery is swollen.
  • iPhone® X and above do not have a visible LDI. If you cannot identify your LDI on an iPhone X or above, we ask you to confirm the device has not been exposed to liquid.

If the device has liquid damage and you're is enrolled in T-Mobile Device Protection or Protection<360>, see how to process a claim.

Find My iPhone & Anti-Theft disabled

Before you return your device, you must turn off or disable Find My iPhone and Anti-theft security features.

Device turns on (Not required for buyer's remorse or warranty exchange)

If the device does not fully turn on and load the home screen or if it cannot stay on without being connected to a charger, it's considered not able to turn on.

  • JUMP! 1.0, JUMP! 2.0, Jump On Demand, and Trade-In programs all require the device is able to turn on before it can be returned.
  • Buyer's remorse and warranty exchange do not require a device to turn on.

 

Repair or replace a damaged device

No matter how careful you are, accidents happen. Screen damage and liquid damage are not covered under the warranty, so T-Mobile can't exchange devices with this damage. But, we don’t want you to be stuck with a broken phone, so you have two options to replace or repair your damaged device:

  • If you have Device Protection for an Apple device, you may qualify for Apple screen repair.
  • If you’re a JUMP! On Demand ® customer, you may be able to pay a fee to turn-in a damaged device.
  • If you have JUMP! or Device Protection, you may place a claim to replace your damaged device.
  • Some manufacturers offer to repair damaged equipment (for a fee). Contact the device manufacturer to see if they offer this service.

 


Was this helpful?