Mobile phones and tablet repair
Tips and warranty information for phones, tablets, mobile Internet devices and watch devices
TELUS offers hassle-free returns, in-warranty and out-of-warranty repairs for all TELUS devices.
There are no assessment charges, loaner fees1 or add-on repair charges to have your device repaired at TELUS. Our priority is getting you reconnected as fast as we can.
Find out what is covered and what to do if you have a problem with your device.
Before getting started, you can check your warranty coverage here or by visiting telus.com/checkwarranty.
Phones
All new TELUS iPhones, smartphones and feature phones come with a limited manufacturer’s warranty of 1 to 3 years depending on the model. Please refer to the warranty information included with your device for complete rules and conditions.
TELUS certified pre-owned phones have a 1 year pre-owned warranty from TELUS.
Only manufacturer’s defects are covered under the limited warranty. This does not include physical and/or liquid damage.
To keep your phone running smoothly, download the TELUS Device Checkup app.
TELUS Device Checkup is available on Android devices (running Android 4.4+) and iOS devices (running iOS 8+). Download today from the Google Play Store or the Apple App Store or bring to any TELUS store for a free checkup.
Tablets (Android)
All new TELUS tablets come with a limited warranty of 1 to 2 years depending on the model. Please refer to the warranty information included with your device for complete rules and conditions.
Only manufacturer’s defects are covered under the limited warranty. This does not include physical and/or liquid damage.
To keep your tablet running smoothly, download the TELUS Device Checkup app. TELUS Device Checkup is available on Android devices (running Android 4.4+) and iOS devices (running iOS 8+). Download today from the Google Play Store or bring to any TELUS store for a free checkup.
| NEW Tablet was purchased within the last 152 days | Return your tablet to the original point of purchase If you are not satisfied with your tablet it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return the tablet. If, after running TELUS Device Checkup, your tablet is found to be defective, it will can be returned or exchanged for a new tablet at no charge. |
| IN WARRANTY Tablet is covered under the manufacturer's limited warranty | If your tablet is found to be defective we’ll get it repaired right away It will be sent out to the repair centre for repair, testing and certification. Our promise to you is to get your tablet fixed and back to the store within 10 calendar days. You’ll receive a credit on your account for each day your tablet is being repaired and we’ll assign a TELUS Personal Representative to your repair. You’ll be kept up to date throughout the process. Your repaired tablet will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer. |
| OUT OF WARRANTY Tablet not covered by the manufacturer’s limited warranty; are physically damaged and/or have liquid damage | If you would like to submit your tablet for an out-of-warranty repair at TELUS, you will be required to authorize payment up to the out-of-warranty limit for the tablet (the economical repair limit for the device). If your tablet cannot be repaired because it is beyond economical repair, it will be returned to the store unrepaired, and alternate options such as in-market offer or local device repair shop should be discussed. For your convenience, we recommend bringing your out-of-warranty tablet directly to one of these established walk-in repair shops for quick, economical service if repair is desired: uBreakiFix, Fonelab, Mobile Klinik, Fixt If one of these locations is not close by, we encourage you to visit a local repair shop in your area. When repaired at a walk-in repair shop, any subsequent repair service with the phone would be with them. |
iPad and iPad Pro
Every new iPad and iPad Pro comes with a limited 1 year manufacturer’s warranty from Apple.
Only manufacturer’s defects – not physical and/or liquid damage – are covered under the limited warranty.
To keep your iPad running smoothly, download the TELUS Device Checkup app. TELUS Device Checkup is available on Android devices (running Android 4.4+) and iOS devices (running iOS 8+). Download today from the Apple App Store or bring to any TELUS store for a free checkup.
| NEW Was purchased within the last 15* days | Return your iPad to the original point of purchase If you are not satisfied with your iPad it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return the iPad. If, after running TELUS Device Checkup, your iPad is found to be defective, it will can be returned or exchanged for a new iPad at no charge. |
| COVERED BY APPLECARE+ Covered under the Apple's 2 year AppleCare+ warranty CERTIFIED PRE-OWNED Covered under the TELUS 1 year certified pre-owned warranty | If your iPad is found to be defective we’ll get it replaced right away We’ll order a replacement iPad direct from Apple to the store. If you are making an AppleCare+ claim for accidental damage, we’ll collect the claim fee at pickup. You’ll receive a credit on your account for each day you are waiting for your replacement iPad to arrive and we’ll assign a TELUS Personal Representative to your repair. You’ll be kept up to date throughout the process. Your replacement iPad will keep the balance of its Apple warranty and have a 90 day replacement warranty, whichever is longer. In order to get pencil coverage, it requires that iPad pro, Pencil, and AppleCare+ are purchased concurrently. Please retain the sales receipt of concurrently purchasing iPad pro, Pencil and AppleCare+ and present it when you need service for Apple pencil. TELUS is unable to support service/repair of Apple pencil, please visit an Apple Authorized Service Provider or Genius Bar for support. |
Hubs, hotspots and Internet keys (mobile Internet devices)
All new TELUS mobile Internet devices come with a limited warranty of 1 year.
Only manufacturer’s defects – not physical and/or liquid damage – are covered under the limited warranty.
If your device is:
| NEW Was purchased within the last 15* days | Return your device to the original point of purchase. If you are not satisfied with your device it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return the device. |
| IN WARRANTY Covered under the manufacturer's limited warranty | If your device is found to be defective we’ll get it repaired right away. It will be sent out to the TELUS repair centre for repair, testing and certification. Our promise to you is to get your device fixed and back to the store within 10 calendar days. You’ll receive a credit on your account for each day your device is being repaired and we’ll assign a TELUS Personal Representative to your repair. You’ll be kept up to date throughout the process.Your repaired device will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer. |
| OUT OF WARRANTY Not covered by the manufacturer’s limited warranty; physically damaged and/or liquid damaged | Your device will be sent out to the TELUS repair centre for repair, testing and certification. You will pay up to the pre-authorized amount (the economical repair cost limit for the device). If your device cannot be repaired because it is beyond economical repair, it will be returned to the store unrepaired and alternate, more economical options will be provided. |
1. Prepaid customers may be required to leave a deposit
2. If you have a disability or ordered your phone online, you have 30 days to return or exchange your device
TELUS Device Care Protection Plan
Smartphone and tablet warranty
Apple Watch
Every new Apple Watch comes with a limited 1 year manufacturer’s warranty from Apple.
Only manufacturer’s defects – not physical and/or liquid damage – are covered under the limited warranty.
| NEW Was purchased within the last 15* days | Return your Apple Watch to the original point of purchase. If you are not satisfied with your Apple Watch it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return the Apple Watch. |
| COVERED BY APPLECARE+ Covered under Apple's 2-year AppleCare+ warranty | If your Apple Watch is found to be defective it can be replaced right away. TELUS is unable to support service/repair of Apple Watch. Please visit an Apple Authorized Service Provider or Genius Bar for support with your Apple Watch. Your replacement Apple Watch will keep the balance of its Apple warranty and have a 90 day replacement warranty, whichever is longer. |
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