TELUS return policies

Refunds and exchanges for TELUS in-store and online purchases

Direct Salesrep purchases (in your home or at a community event)

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, within 30 days of purchase.

How to cancel your order before it’s been processed

Call us at 1-866-558-2273. Please include your sales order number, found on your email receipt.

If your new phone is already being mailed, you may return or exchange a device after it arrives

Call us at 1-866-558-2273 to receive a pre-paid return or exchange mailer. Please include your sales order number, found on your email receipt.

For exchange or refund, your purchase must be in near new condition with all original packaging, accessories, and bundled contents. Once we have accepted your return, we will refund the appropriate amount to the credit card you used at the time of purchase. 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. Once activated, SIM cards cannot be exchanged or refunded.

Note: Product returns for direct salesrep purchases are not accepted at dealers or retail outlets. Purchases from dealers and retail outlets have their own return policy, and items purchased from them must be returned to them.

Online purchases

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, within 30 days of purchase. For exchange or refund, your purchase must be in near new condition with all original packaging, accessories, and bundled contents. 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. Once activated, SIM cards cannot be exchanged or refunded.

How to return your order

To return or exchange a device purchased online, email us at telusorders@telus.com to receive a pre-paid return or exchange mailer. Please include your sales order number, found on your email receipt.

Note: Product returns for online purchases are not accepted at dealers or retail outlets. Purchases from dealers and retail outlets have their own return policy, and items purchased from them must be returned to them.

Refunds

To receive a refund, the merchandise must be returned in its entirety in its original condition and packaging, along with a copy of your email order confirmation. Once we have accepted your return, we will refund the appropriate amount to the credit card you used at the time of purchase.

Over the phone purchases

How to return your order

Call us at 1-866-379-1963 to receive a pre-paid return or exchange mailer. Please have your sales order number or account number handy, they can be found on your email receipt.

Note: Product returns for over the phone purchases are not accepted at dealers or retail outlets. Purchases from dealers and retail outlets have their own return policy, and items purchased from them must be returned to them.

Refunds

To receive a refund, the merchandise must be returned in its entirety in its original condition and packaging. Once we have accepted your return, we will refund the appropriate amount to the credit card or to your TELUS account, whichever you used at the time of purchase.

Retail store purchases

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 full refund, with the original sales receipt, within 15 days of purchase. Refunds will be made to the same account as the purchase except purchases made by gift card which will be refunded as a store credit. To receive a refund, your purchase must be near new condition with all original packaging, accessories, and contents returned. You may be charged for any usage you incurred. The following products are not eligible for return: purchased accessories with earpieces or ear buds, top-up PIN for prepaid, and SIM cards that have been activated.

Promotional items and rebates

Any promotional gift you received within the exchange period is yours to keep, with our compliments. If returning a phone that was eligible for a 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.

Personal data

Please remove all personal data from any returned items (e.g. phonebook data, memory cards, 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.

Device warranty information

All TELUS devices are covered by a manufacturer’s warranty, which you can find in the packaging for the 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 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.

What will TELUS do?

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 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.

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