TELUS return policies for mobility purchases

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:

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You have the original sales receipt or order email.

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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.

: Once activated, SIM cards cannot be exchanged or refunded.

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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.

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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.

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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.

Once we have accepted your return, we will refund the appropriate amount using the original method of payment.

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:

Before returning your device, you will need to make sure that:

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.

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.

Please ensure that you’ve disabled any lock screen pins, patterns or passwords, or any other passwords that might make your device not usable.

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.

: 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.

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

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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.

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

or refer to the alternate repair options available to you.