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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.
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:
- You must be able to provide the original sales receipt or order confirmation email.
- Product must be in its original condition with all accessories:
- For refunds or exchanges, your purchase must be in like-new condition with all of its original packaging, accessories and bundled content.
- You may be charged for usage on the device you’re returning if you've exceeded 30 voice minutes, 50 texts and/or 50 megabytes of data.
- Note: Once SIM cards are activated, they cannot be exchanged or refunded.
- Product must be returned within 15 days from the date of purchase:
- If we determine that your device is defective within the first 15 days following your purchase, TELUS will replace the device free of charge.
- After that 15-day period, TELUS will repair or replace your device depending on your warranty coverage and the physical state of your device.
- Device passwords, personal data and locks must be removed:
- All personal data on any returned items (e.g. phonebook data, memory cards and passwords) must be removed.
- Once the product is returned, it cannot be traced to recover personal data.
- TELUS is not responsible for any unauthorized use of personal data left on returned devices.
- For information on how to factory reset your phone, see thePreparing your mobility device for returnsection below.
- Promotional gifts:
- Any promotional gift you receive within the exchange period is yours to keep.
- If you’re returning a phone that was eligible for promotional item(s) or gift(s) with purchase, which were included in the original transaction (e.g. buy-one get-one deals, mail-in rebates, free gift cards, etc.), the value of the promotional item(s) will not be deducted from the refunded amount.
- There is a limit of one promotional gift per person for wireless service activations during the exchange period.
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 |
Purchases completed in-store and shipped to your home | 30 days from purchase date | Go to a TELUS store near you |
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 By mail : Contact us |
Online mobility device orders | 30 days from purchase date | Consumer orders :
To initiate your return, email us at telusorders@telus.com 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:
- This includes pictures, videos, contacts, etc. Visit your device manufacturer’s website for instructions on how to perform a backup.
- Sign out of your accounts:
- For iPhone users: Sign out of your iTunes account.
- For Android users: Sign out of your Google account and any device manufacturer account (e.g. Samsung Find My Mobile).
- Notes:
- Visit your device manufacturer's website for instructions on how to sign out of iTunes or Google accounts.
- If you do not sign out of the above accounts, we may not be able to process your return.
- 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:
- Ensure that you’ve disabled any lock-screen pins, patterns or passwords, as well as any other passwords that might make your device inaccessible.
- 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:
- From the dropdown lists, select the brand of your device and then your specific device. Once done, click onGo 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 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.
warranty lookup tool
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 location for quick and convenient repair service.
Mobile Klinik
Or, you can visit one of our for assistance. If you can’t bring your device to a store for repair, contact the .
TELUS stores near you
TELUS Customer Care team
Returns and exchanges for smart home 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 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:
- Proof of purchase:
- You must be able to provide the original sales receipt or order confirmation email.
- Product must be in its original condition with all accessories:
- For refunds: Your product must be in new and unopened condition with original packaging, accessories and bundled content.
- Important: We do not accept returns of any opened items.
- For exchanges or to swap out a defective item: Your product must be in its original packaging, along with all of the accessories and bundled content that were originally included by the manufacturer or by TELUS.
- Note: If your device or accessory arrives in a damaged condition, it must be reported within seven days from the delivery date.
Return periods and processes
Type of return | Return period | How to return or exchange |
Returning for a refund | 30 days from purchase date | To initiate your return, email us at telusorders@telus.com . Please send the request from the email address you used when placing your order, so we can easily locate your account.Your return request must include the following:
• The device(s) you would like to return
• Your sales order number (this can be found on your email receipt) An agent will review your return request upon receipt. If approved, we’ll send instructions on how to return your device(s). You’ll be issued a refund within 21 business days from when we confirm receipt of your returned items. |
Warranty replacements/exchanges | 30 days from purchase date For TELUS brand security cameras: 1 year from purchase date | To request an exchange, get in touch with us by going to the Support 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. |
Once we have accepted your return, we'll issue a refund to your original method of payment.
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. 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.
How to make a warranty claim
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
Support
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.
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