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Equipment returns, warranty and upgrades
Read more about how to return equipment and the options available for warranty and upgrades.
How and where to return your equipment
If you have access to a printer:
- After contacting a TELUS representative, you'll receive equipment return instructions and a postage-paid return waybill by email or mail within one to three business days.
- Securely pack all equipment in a box of your choice. Don’t forget to include accessories, such as remotes and cables.
- Attach the TELUS-supplied return waybill to the box. This step is important. Here's why:
- The TELUS waybill is linked to your account. It helps us verify that you returned the equipment to us. Using the TELUS waybill will allow you to avoid charges for unreturned equipment.
- The TELUS waybill ensures postage cost will be billed to TELUS, with no cost to you.
- Drop the package off at a Canada Post outlet of your choice. With the waybill, there will be no shipping cost. To find a convenient Canada Post outlet near you, visit.canadapost.ca
Please keep your copy of the waybill for reference and for tracking purposes.
If you do not have access to a printer:
- After contacting a TELUS representative, find any appropriately sized box.
- Include the first page of your most recent bill if you have it. If not, just grab a piece of paper and clearly write the following information on it:
- First and last name of the account holder
- TELUS account number and full service address
- Phone number associated with the service(s) (if applicable)
- Seal the box securely.
- Visit any Canada Post outlet and let the clerk know you're returning residential equipment to TELUS.
- Quote the Return ID number PR142924.
- Canada Post will provide you with a prepaid waybill, with the TELUS address already printed on it (no charge).
List of equipment that must be returned upon cancellation of services
Important:
All rented TELUS-owned equipment must be returned to TELUS within 30 days as requested.TV equipment
Set Top Boxes and PVRs:
Internet equipment
Type of Gateways:
SmartHome Security equipment
How to unmount devices
Control Panel/Secondary Control Panel
Before removing the panel, make sure that your services have been successfully cancelled. Please to have the panel put in test mode.
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Note
: You'll need a screwdriver in addition to the equipment included in your kit.Steps to remove
- Press the buttons on the bottom of the panel to release the panel face from the back plate. The bottom will pop out first.
- Unplug the white power cable from the outlet or unplug the red/black wires in the middle of the panel. De-press the grey button to remove the panel.
- Use your screwdriver to remove the back plate from the wall by removing the four screws.
Outdoor Camera V722
Note
: You'll need a screwdriver in addition to the equipment included in your kit.Steps to remove
- Use your screwdriver to remove the two screws at the base of the camera.
- Unplug the camera from the outlet and slowly remove the cable.
Outdoor Camera V723
Note
: You'll need the following in addition to the equipment included in your kit:- Small screwdriver
- Regular screwdriver
Steps to remove
- Use your screwdriver to remove the small screw at the base of the camera.
- Unplug the camera from the outlet and slowly remove the cable.
- Remove the mounting plate from the wall by unscrewing the two screws.
Indoor Camera
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.Steps to remove
- Unplug the power cable from the outlet.
- If the camera is mounted, unscrew the base from the mounting bracket and then unscrew the mounting bracket from the wall.
Doorbell Camera (Round and Slim)
Note
: You'll need the following in addition to the equipment included in your kit:- Small screwdriver
- Regular screwdriver
Steps to remove
- Turn off power to your doorbell.
- Using your screwdriver to remove the small screw from the bottom of the doorbell, then remove the doorbell from the mounting bracket.
- Unscrew the two wire contact screws to remove the wires from the doorbell.
- Unscrew the mounting bracket from the wall.
Smart Thermostat
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.Steps to remove
- Carefully remove the faceplate from the back plate by slowly pulling the face plate towards you.
- Carefully remove the wires by depressing the white tab and gently pulling on the wire. We recommended labelling the wires as you remove them. It will make installing your new device easier.
- Unscrew the three screws, then remove the back plate from the wall.
Smart Garage Door Controller
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.Steps to remove
- Turn off power to your garage door opener.
- Unplug the GoControl unit from the power outlet.
- Unplug the wires connecting the GoControl device to your garage door opener.
- Unscrew the device:
- If mounted from bracket, remove the screws holding the bracket to the garage door frame.
- If mounted to the wall or ceiling, remove the screws holding the device in place.
Notes
:- If you haven't received the return waybill within five business days, please.contact us
- If your rental equipment is not received within 28 days after cancellation, the equipment replacement charges will be applied to your bill. The charges will be credited back when the equipment is returned.
Equipment warranty
Optik TV, Internet and LivingWell Companion
- Excluding TELUS Boost Wi-Fi devices, purchased TELUS-branded equipment has a three-year warranty, unless otherwise specified. If the equipment becomes faulty during this time period, TELUS will replace the equipment free-of-charge (TELUS Boost Wi-Fi devices have aone-year warranty from the original purchase date.).
- Any rental equipment will be free of defects during your tenure with TELUS.
- Should the equipment break by no fault of yours, or performance of the equipment becomes degraded to a point where the equipment can’t be reasonably used, TELUS will replace the equipment with a similar model at no cost to you. If the equipment is upgraded during a repair, you are responsible for any additional rental costs.
- You will be responsible for damage caused to rental equipment from any situation including, but not limited to, abuse, fire, theft, or loss. If the item is damaged, you are responsible for the replacement cost of the equipment.
SmartHome Security
- Devices rented from TELUS as part of your SmartHome Security plan will be warrantied for the duration of your rental with TELUS, subject to certain exceptions. During this time period, if the equipment becomes faulty, breaks by no fault of yours or performance of the equipment becomes degraded to a point where the equipment can’t be reasonably used, TELUS will replace the equipment following your notification with a similar model, as determined by TELUS in its sole discretion. It is your sole responsibility to monitor all such device(s) in case of any malfunction or expiry.
- Any third-party devices connected to your SmartHome Security plan are supported and warrantied by the manufacturer. Should you be experiencing issues with this device, please contact the manufacturer for assistance.Should the device be found faulty within the first 30 days of installation, TELUS will replace the equipment free-of-charge.
SmartHome+
If you bought a TELUS device with this agreement, you’re covered by a legal warranty, guaranteeing ordinary use for a reasonable time. If the TELUS device breaks by no fault of yours during the first year from purchase, then TELUS will replace the equipment with the same or similar model at no cost to you. If the device purchased from TELUS is a third-party branded device, and the device is found faulty within the first 30 days of installation, TELUS will replace the equipment free of charge.
Third-party branded device purchases are also covered by the manufacturer’s warranty, which you can find in the packaging of your device. Each manufacturer has its own warranty, but they generally cover repairs required to fix defects for up to a year. If you need additional help, please .
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SmartWear Security
Personal Security devices, including batteries, are covered by a one-year warranty. If the device requires replacement during this period, please .
contact us
Equipment upgrades
- You may request an upgraded model to new equipment at any time. However, installation, connection and additional rental charges may apply. Depending on inventory and current product assortment, upgrades may not be available.
- If you request an upgrade, TELUS reserves the right to replace your existing equipment before providing an upgrade. TELUS may provide you with an upgrade to your equipment at its discretion if it’s determined your hardware is no longer viable.
- Additional products or devices as part of your services, such as additional Optik TV digital boxes, Boost Wi-Fi or SmartHome Security sensors, are not considered upgrades and are subject to rental and/or purchase charges.
Returns and recycling
Optik TV, Internet and LivingWell Companion
- You are responsible for returning equipment that belongs to TELUS, unless otherwise instructed.
- Returns for equipment are accepted at any Canada Post mailing outlet.
- Upon cease of your services, you will receive a letter and a prepaid shipping label from TELUS within 3 business days.
- Package all of your equipment into a shipping-appropriate box and attach the shipping label:
- Electrical adapters and remotes should be included.
- Ethernet cords and other cables may be kept or recycled.
- Please ensure that a copy of your bill with yourBilling Account Number(found at the top of the bill on the first page) is included.
- For Optik TV and Internet equipment, please allow for adequate shipping time to our warehouses to avoid additional fees.
- Unreturned equipment is subject to a replacement fee as indicated on the letter that came with the return shipping label.
- Fees for unreturned equipment will be added to your account 60 days’ post-cease of your services.
- If you are charged for equipment that has been returned, or in the process of being returned, the charges will removed from your account once the return has been processed.
- If you still have charges on your account 30 days after returning equipment, please.contact us
- Equipment that is fixed (secured) within your home is to be left in place and not removed. If you are not to return or remove the equipment, it will be indicated on the device itself.
- You may be directed to recycle your equipment at your local electronics recycling depot.
- Please help TELUS ensure its commitment to sustainability, if you have been asked to recycle your equipment, the equipment is no longer usable or can’t be repaired.
- If you are unable to recycle your equipment, you may return the equipment using the above process.
SmartHome Security, SmartWear Security and Boost Wi-Fi
Smarthome Security, SmartWear Security devices and Boost Wi-Fi may be returned within the first 30 days of service.
Note
: After 30 days from the original purchase date, no returns are accepted.Did this article solve your problem?
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