TELUS return policies for mobility and smart home device purchases

Starting March 3, 2025, all wireless shipments will include new return address stickers to help prevent fraud. Scammers may attempt to trick you into sending your phone to a fraudulent address.

If in doubt,

contact TELUS

directly. Stay vigilant and protect yourself from fraud.

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:

Your product must be returned in its original condition with original packaging, accessories and bundled content. We also require a copy of your order confirmation.

The following products are not eligible for return:

Ensure you complete the following before returning your mobile device to us:

You can use our device tutorials to find instructions on how to factory reset your device. Follow the steps below to access your device’s tutorials:

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 will generally cover manufacturing defects for 12 months from the date of purchase.

If you’re experiencing any problems with your TELUS Mobility device and need to send it in for a quick repair, our recommendation is to visit a

Mobile Klinik

location for quick and convenient repair service.

Or, you can visit one of our

TELUS stores near you

for assistance. If you can’t bring your device to a store for repair, contact the

TELUS Customer Care team

.

At TELUS, we want to make sure you’re happy with your purchase. If you’re not satisfied, you can return your smart home device or accessory for an exchange or refund. Only online purchases are eligible for returns or exchanges, where the following conditions must be met:

All TELUS devices are covered by a manufacturer’s warranty. Each manufacturer has its own warranty terms and conditions, where length of warranty can vary. Generally, most warranties will cover manufacturing defects for 12 months from date of purchase. Your warranty can often be found in your product manual or the device’s original packaging. Alternatively, you can search for your device’s manufacturer and model number online to locate its warranty information.

If you're having problems with your smart home device due to a manufacturer issue within 30 days from the purchase date, we can process an exchange for you. To request an exchange, get in touch with us by going to the section of the SmartHome+ app and requesting a callback. One of our agents will contact you to help troubleshoot your issue or initiate an exchange of your defective device.

If it has been more than 30 days since the purchase date, contact the manufacturer directly for assistance.