Online Returns explained

Need help with your device assessment? See these tips to answer each of the questions. Please note that a TELUS representative will also evaluate your device to determine the final value.

Take advantage of the

TELUS Device Checkup app

to check your device condition and run through a series of tests that can help you assess your device’s value.

Have a damaged device? Check your

warranty coverage and repair options

.

If your device is not currently covered by a warranty and you would like to repair it before returning it, check out our preferred repair partner

Mobile Klinik

and find a location near you with their

store locator

.

Once you’ve received confirmation via email or in My TELUS that your new device has shipped, you’ll have 30 days to return your old device using the shipping label provided by TELUS.

You can monitor the progress of your return using the tracking number provided on the My TELUS website or app.

You’ll be notified by text message and in My TELUS when your device assessment is complete, and you can view your final value in My TELUS.

: It may take 2 to 3 days after your package has been received for your final value to update.

To access your My TELUS account, visit

telus.com/MyAccount

.

Once we receive your device, a TELUS representative will evaluate it to determine the final value. You’ll be notified by text message and in the My TELUS app and website when your assessment is complete. If your Bring-It-Back device meets the return criteria, the Bring-It-Back amount will be adjusted to $0 on your final bill.

You can view a detailed breakdown of your final assessment details, including any adjustment reasons, in My TELUS for 90 days.

Once your shipping label expires, you can no longer use it to ship your device back to us. If you’d still like to trade in your device, please visit a TELUS store.

You do not need to go without a phone. Your 30-day return countdown begins when your new device ships to you.

If you’ve selected to Reserve & Pick Up your new device, you will need to return or trade-in your device in-store. You can do this when you go to pick up your new device.

If you would no longer like to trade in or return your device, simply keep your device and no credits will be applied. If you are a current Bring-It-Back customer, your Bring-It-Back amount will be added to your next bill.

All device returns are final. Once you send in your device, it cannot be reclaimed.

Your Extended Warranty will be cancelled when we process your return.

You are required to return the original Bring-It-Back (BIB) device on your account. Bring-It-Back device returns must meet all of the following device eligibility criteria: