Mobile phones and tablet repair

Tips for iPad, iPhone or Android device repair plus warranty information

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.

Select your device type from the list below

Smartphones and feature phones (Android, Blackberry, Windows)

iPhone

Tablets (Android)

iPad and iPad Pro

Hubs, hotspots and internet keys (mobile internet devices)

Smartphones and feature phones (Android, Blackberry, Windows)

All new TELUS smartphones and feature phones come with a limited 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 smartphones 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.

If you are experiencing any problems with your phone, bring it into any TELUS store for a free TELUS Device CheckupTM. Many device issues can be resolved in store, and we’ll get you up and running as fast as we can.

NEW
Phones purchased within the last 152 days
Return your phone to the original point of purchase
If you are not satisfied with your phone it can be returned under our return policy for a full refund or exchange. You are responsible for paying your first bill if you have gone over the trial limits set in your contract and you choose to return the phone. If, after running TELUS Device Checkup, your phone is found to be defective, it can be returned or exchanged for a new phone at no charge.
IN WARRANTY
Phones covered under the manufacturer's limited warranty
If your phone is found to be defective we’ll get it repaired right away
It will be sent out to the manufacturer’s repair centre for repair, testing and certification. Our promise to you is to get your phone fixed and back to the store within 10 calendar days. While out for repair, we’ll keep you updated by providing you with a free1, amazing loaner phone and assign a TELUS Personal Representative to your repair. You’ll be kept up to date throughout the process. Your repaired phone will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer.

OUT OF WARRANTY
Phones not covered by the manufacturer’s limited warranty; are physically damaged and/or have liquid damaged
Before sending out your phone for repair, we will ask you to pre-approve the maximum amount for repair costs
Your phone will be sent out to the manufacturer’s repair centre for repair, testing and certification. You will pay the actual cost of the repair, or the pre-approval amount, whichever is lower. If your phone cannot be repaired, we may be able to exchange it for a like-for-like model. Our promise to you is to get your phone fixed and back to the store within 10 calendar days. While out for repair, we’ll keep you connected by providing you with a free1, amazing loaner and assign a TELUS Personal Representative to your repair. You’ll be kept up to date throughout the process.
Your repaired phone will have a 90 day repair warranty.

iPhone

Every new iPhone, including TELUS certified pre-owned iPhone comes with a limited 1 year manufacturer’s warranty from Apple.

Only manufacturer’s defects are covered under the limited warranty. This does not include not physical and/or liquid damage.

If you are experiencing any problems with your iPhone, bring it into any TELUS store for a free TELUS Device Checkup. Many device issues can be resolved in store, and we’ll get you up and running as fast as we can.

NEW
iPhone was purchased within the last 152 days
Return your iPhone to the original point of purchase
If you are not satisfied with your iPhone it can be returned under our return policy for a full refund or exchange. You are responsible for paying your first bill if you have gone over the trial limits set in your contract and you choose to return the iPhone.
If, after running TELUS Device Checkup, your iPhone is found to be defective, it will can be returned or exchanged for a new iPhone at no charge.
COVERED BY APPLECARE+
iPhone is covered under the Apple's 2 year AppleCare+ warranty
CERTIFIED PRE-OWNED
iPhone is covered under the TELUS 1 year certified pre-owned warranty
If your iPhone is found to be defective we’ll get it replaced right away
We’ll order a replacement device direct from Apple to the store. If you are making an AppleCare+ claim for accidental damage, we’ll collect the claim fee at pickup.
While waiting, we’ll keep you connected by providing you with a free1 iPhone loaner and assign a TELUS Personal Representative to your repair. You’ll be kept up to date throughout the process.
Your replacement iPhone will keep the balance of its Apple warranty and have a 90 day replacement warranty, whichever is longer.

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.

If you are experiencing any problems with your tablet, bring it into any TELUS store for a free TELUS Device Checkup. Many tablet issues can be resolved in store, and we’ll get you up and running as fast as we can.

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 manufacturer’s 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 is not covered by the manufacturer’s limited warranty; is physically damaged and/or has liquid damaged
After authorizing the pre-approval amount for your tablet, it will be sent out to the manufacturer’s repair centre for repair, testing and certification.
You will pay the actual cost of the repair, or the pre-approval amount, whichever is lower. If your tablet cannot be repaired we may be able to exchange it for a like-for-like model. 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 have a 90 day repair warranty.

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.

If you are experiencing any problems with your iPad, bring it into any TELUS store for a free Device Checkup. Many device issues can be resolved in store, and we’ll get you up and running as fast as we can.

If your iPad or iPad Pro is

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 iPhone 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.

Hubs, hotspots and internet keys (mobile internet devices)

All new TELUS mobile internet devices come with a limited warranty of 1 year warranty.

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
After authorizing the pre-approval amount for your device, it will be sent out to the manufacturer’s repair centre for repair, testing and certification. You will pay the actual cost of the repair, or the pre-approval amount, whichever is lower. If your device cannot be repaired we may be able to exchange it for a like-for-like model. 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 have a 90 day repair warranty.


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

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