To help guard against fraud, we’ll be including stickers with TELUS’ official return address in wireless shipments as of March 3, 2025.

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TELUS return policies for mobility and smart home device purchases

Learn about refunds and exchanges for mobility and online smart home device purchases.

This article goes over the refund policies for the following:

TELUS Mobility devices, including phones, smartwatches, tablets and accessories.
TELUS smart home devices purchased online, including smart thermostats, smart plugs and security cameras.

TELUS to provide return address on stickers in wireless shipments as of March 2025

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. 

Only return your device to the official address on the yellow sticker provided. Do not send it to any address provided by a caller claiming to be from TELUS.

If in doubt, contact TELUS
 directly. Stay vigilant and protect yourself from fraud.

Returns and exchanges for mobility devices

Returning a device or 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:
Product must be in its original condition with all accessories:
Product must be returned within 15 days from the date of purchase:
Device passwords, personal data and locks must be removed:
Promotional gifts:

Return periods and processes

Type of purchase	Return period	How to return or exchange
Retail store purchases (This excludes purchases from dealer stores and third-party retailers, such as Best Buy, Walmart, etc. Items must be returned directly to these stores as they have their own return policies.)	15 days from purchase date Up to 30 days for those with disabilities	Go to a TELUS store near you . Have your sales receipt or order confirmation email on hand.
Purchases completed in-store and shipped to your home	30 days from purchase date	Go to a TELUS store near you . Have your sales receipt or order confirmation email on hand.
Purchases completed over-the-phone or through a direct sales rep (in your home or at a community event)	30 days from purchase date	Order cancellations : You can cancel an order before it has been processed by contacting us . Returns : You can either return in-store or by mail. • In-store : Go to a TELUS store near you . Have your order email on hand. Please note: Returns are not accepted at dealers or retail outlets. • By mail : Contact us to initiate your return.
Online mobility device orders	30 days from purchase date	Consumer orders : To initiate your return, email us at telusorders@telus.com . Include your sales order number in the email (this can be found on your email receipt). Business orders : If you’re a Business customer, email us at businesswebstore@telus.com to initiate your return. Include your sales order number (this can be found on your email receipt). Corporate Partners Program (EPP) orders : Email us at telusordersEPP@telus.com to initiate your return. Include your sales order number (this can be found on your email receipt).
Online mobility accessory orders on a financing plan	30 days from purchase date	To initiate your return, email us at telusorders@telus.com . Note : This process also applies to Business and Corporate Partners Program (EPP) customers.

Once we have accepted your return, we'll issue a refund to your original method of payment.

Conditions and exceptions

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:

Accessories with earpieces or earbuds
Prepaid top-up PINs
Activated SIM cards

Preparing your mobility device for return

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

Back up any personal information:
Sign out of your accounts:
If your device has the “Find my device” feature, ensure you’ve turned it off. For example, Apple devices have the “Find my iPhone” and “Find my iPad” feature, while Samsung devices have the “Find my Mobile” feature.
Remove any pin codes and passwords from your device:
Conduct a factory reset of your device:

Once you delete personal data from your 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.

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:

Visit our
Mobility Support
page. You’ll see the option to
Browse by device
.
From the dropdown lists, select the brand of your device and then your specific device. Once done, click on
Go to my device
.
In the search bar, type in "Performing a factory reset" and select the first option that appears.
Follow the step-by-step guide to perform the factory reset.

Returning to our stores or warehouses

Important
: Beware of scams where criminals will ask you for your information and try to get you to return your device to fraudulent locations. TELUS will never ask you to return your device to a specific address. Instead, we'll email you a return label that you can bring to your local post office. They'll scan the label and take care of the rest.

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

How to make a warranty claim

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
.

Returns and exchanges for smart home devices