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If you don't love your new purchase, we can help you return it so you can find your perfect match. Please review the things to know before you begin, then select the method of how you got your device. 

Things to know before you begin

  • This information is for returning a new device. There is a different process for returning your trade-in device
  • Refunds may take up to 30 days to process. We will refund the purchase price, excluding rebates, special discounts, and restocking fees.
  • You must return everything that came in the box with the device, like the USB charging cable. SIM cards do not need to be returned. 
  • If any of the returned items are damaged or if the return isn't completed properly, you will not be refunded.
  • Keep any accessories you bought separately, like media cards or memory cards.
  • Remove your personal data. Review your device's tutorial for a master reset. 

Return your device

How you got your device determines the return process. Select from one of these methods to learn what to do next.

 
Purchased at a T-Mobile store
 
  • Return your device at any T-Mobile store within 14 days.
  • A restocking fee may be charged for the return.
  • Bring proof of purchase such as an emailed or printed receipt.
  • Bring the device, USB charging cable, and any accessories you’ll need to return. 
 
Ordered online using in-store pickup
 
  • Return your device at any T-Mobile store within 20 days.
  • A restocking fee may be charged for the return.
  • Bring proof of purchase, such as an emailed or printed receipt.
  • Bring the device, USB charging cable, and any accessories you’ll need to return.
  • If you’re unable to go to a store, begin the return process by using the chat bubble or calling Customer Care at 1-800-937-8997.
 
Shipped to you
 

Contact us to start the return process so we can email you a return shipping label.

  • New account online activations/add-a-line: call 1-800-672-5390.
  • Accounts active more than 30 days: use the chat bubble or call 1-800-937-8997.

Once we've started the return process, follow these steps:

  • Returns must be postmarked within 20 days of order delivery. T-Mobile stores cannot accept these returns.
  • Securely pack returns to prevent damage during shipment.
  • Print the UPS return shipping label that we emailed you and apply to your package. Cover any existing shipping label. 

  • If you're returning one device:
    • If you're using your original box, cover the existing labels and stickers.
    • For battery/power station devices like portable power packs, your email will include a special cargo label that must be printed in color and attached to the outside of the box. 
    • T-Mobile return shipping labels can only be used for the intended purpose of returning items covered by the return policy. 
    • If non-T-Mobile items are sent to us in error, please call Customer Care within 60 days. After that, unclaimed items may be considered abandoned and we'll dispose of them. 

  • If you're returning multiple devices:
    • Print the cargo/hazardous material label in color if your box doesn’t already have this label. 
    • Important: Do not shrink or scale the color image when printing.

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