TELUS return policies for mobility purchases
Information on refunds and exchanges for TELUS purchases, including phones, smartwatches and tablets.
Returning a device or an accessory
At TELUS, we want to make sure you’re happy with your purchase. If you’re not satisfied, you can return your purchase for an exchange or refund provided that you meet the following criteria:
Proof of purchase:
You have the original sales receipt or order email.
Product is in its original condition with all accessories:
For an exchange or refund, your purchase must be in near new condition with all of its 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 on the device you’re returning.
Note: Once activated, SIM cards cannot be exchanged or refunded.
Returned within 15 days from the date of purchase:
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.
Device passwords, personal data and locks are removed:
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 traced to recover personal data. TELUS is not responsible for any unauthorized use of personal data left on returned devices. For information on how to factory reset your phone, visit the “Preparing your device for return” section below.
Any promotional gift you received within the exchange period is yours to keep, with our compliments. If you’re returning a phone that was eligible for promotional item(s) or gift(s) with purchase which were 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.
There is a limit of 1 promotional gift per person for wireless service activations, during the exchange period. Please think of TELUS again for your future wireless communications needs when you are ready.
Return periods and processes
|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).
|15¹ 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, which can be 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, which can be 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, which can be 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.|
1. Up to 30 days for those with disabilities
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
Preparing your device for return
Before returning your device, you will need to make sure that:
You’ve backed up any personal information.
Ensure that you’ve backed up personal information such as pictures, videos, contacts, etc. Please visit your device manufacturer's website for instructions on how to perform a backup.
You’ve signed out of your iTunes account on your iPhone or signed out of your Google account on your Android device.
Ensure that you’ve turned off the “Find my device” feature if your device has it. For example, Apple devices have “Find my iPhone” and “Find my iPad”, while Samsung devices have “Find my Mobile”.
If you have an Apple device, sign out of your iTunes account on the device. If you have an Android device, sign out of any Google Account as well as any device manufacturer account, such as Samsung Find My Mobile. If this is not done, it may affect our ability to process the return.
Please visit the device manufacturer's website for instructions on how to sign out of iTunes or Google account.
You’ve removed any pin codes and passwords from your device.
Please ensure that you’ve disabled any lock screen pins, patterns or passwords, or any other passwords that might make your device not usable.
You’ve conducted a factory reset of your device.
For instructions on how to factory reset your specific device, you can use our device tutorials to look up the instructions by following the steps below.
Note: Once you delete personal data from the device, it cannot be recovered. TELUS is not responsible for any loss of personal data or unauthorized use of personal data left on the device.
- Visit our Mobility Support page where you’ll see the option to Browse by device
- First, select your device brand, and then your specific device. Once you select both, click the Go to my device button
- In the search bar enter in "Performing a factory reset" and select the first option
- Follow the step by step guide to perform the reset
Returning to our stores or warehouses
Please be aware of situations where fraudsters will solicit your information and try to get you to return devices to fraudulent locations. TELUS will never ask you to return your device to any specific address. We’ll simply send you a label via email that you can take to your post office. They’ll scan it and take care of the rest. If you need further assistance with your return, please contact us at 1-866-558-2273.
Device warranty information
All TELUS devices are covered by a manufacturer’s warranty. Use the warranty lookup tool to check the warranty status of your device. Each manufacturer has its own warranty terms and conditions but generally covers manufacturing defects for 12 months from the date of purchase.
How to make a warranty claim
If you are experiencing any problems with your TELUS device and need to send it in for repair, our recommendation is to visit a Mobile Klinik location for quick and convenient repair service or visit one of our TELUS stores for assistance. Use our repair locator to help you find the closest location. If you cannot return to a store for repair, please contact the TELUS Customer Care team at 1-866-558-2273 or refer to the alternate repair options available to you.