At TELUS, we want to be sure you are happy with your purchase. If you are not satisfied, you can return your purchase for an exchange or refund, with the original sales receipt or order email.
For exchange or refund, your purchase must be in near new condition with all the original packaging, accessories and bundled content. You may be charged for usage incurred if you have used more than 30 voice minutes, more than 50 texts or more than 50 megabytes of data.
Note: Once activated, SIM cards cannot be exchanged or refunded.
If we determine that your device is defective in the first 15 days following your purchase, TELUS will replace the device free of charge. After that 15-day period, TELUS will repair or replace your device depending on your warranty coverage and the physical state of your device.
Replacement parts and/or devices may include new or refurbished parts or products and are warranted for 90 days or until the expiration of the original warranty period, whichever is longer.
Please remove all personal data from any returned items (e.g. phonebook data, memory cards and passwords). Once the product is returned, it cannot be subsequently traced to recover personal data. TELUS is not responsible for any unauthorized use of personal data left on or in devices.
Any promotional gift you received within the exchange period is yours to keep, with our compliments. If returning a phone that was eligible for promotional item(s) or gift(s) with purchase which is included in the original transaction (e.g. buy one, get one free, mail-in rebate, get a free gift card, etc.) the value of the promotional item(s) will not be deducted from the refunded amount.
Limit of one promotional gift per person, for wireless service activations, during the exchange period. Please think of TELUS again for your wireless communications needs when you are ready.
Return periods and process
|Return period||How to return/exchange|
|Retail store purchases|
(Excluding Dealer stores and purchases from third-party retailers such as Best Buy, Walmart, etc. These stores have their own return policies and items purchased from them can only be returned to them).
|15 days from purchase date||At a TELUS Store (find a store near you). Please have your sales receipt or order email available.|
|Purchased in store, shipped to home||30 days from purchase date||At a TELUS Store (find a store near you). Please have your sales receipt or order email available.|
|Over the phone purchases|
Direct sales rep purchases
(in your home or at a community event)
|30 days from purchase date||To cancel an order before it has been processed, call us at 1-866-558-2273.|
Return to store
At a TELUS Store (find a store near you). Please have your order email available.
Note: Returns are not accepted at dealers or retail outlets.
Return by mail
Call us at 1-866-558-2273 to initiate your return.
|Online device orders||30 days from purchase date||Consumer orders|
Please email us at firstname.lastname@example.org to initiate your return. Please include your sales order number, found on your email receipt.
If you are a Business customer, please email us at email@example.com to initiate your return. Please include your sales order number found on your email receipt.
Corporate Partners Program (EPP) orders
Please email us at telusordersEPP@telus.com to initiate your return. Please include your sales order number, found on your email receipt.
|Online accessory orders||30 days from purchase date||For all accessory purchases, whether you are a Consumer, Business or Corporate Partners Program (EPP) customer, please email us at firstname.lastname@example.org to initiate your return. |
Once we have accepted your return, we will refund the appropriate amount using the original method of payment.
Conditions and exceptions
Your purchase must be returned in its original condition with original packaging, accessories, and bundled contents, along with a copy of your order confirmation.
The following products are not eligible for return:
- Accessories with earpieces or earbuds
- Prepaid top-up PINs
- Activated SIM cards
Device warranty information
All TELUS devices are covered by a manufacturer’s warranty. Use the warranty lookup tool to check the warranty status for your device. Each manufacturer has its own warranty terms and conditions, but manufacturers generally cover repairs required to fix defects for up to a year from the date of purchase.
How to make a warranty claim
If you are experiencing any problems with your TELUS device, visit your nearest TELUS location. A TELUS representative will troubleshoot the issue and depending on your warranty coverage can help to process a repair or replacement on your behalf. If you cannot return to a TELUS location, please contact the TELUS Customer Care team at 1-866-558-2273.