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Warranty and repair information for mobile phones, tablets, smartwatches, smart hubs and hotspots
Tips and warranty information for phones, tablets, mobile internet devices, smart hubs and watch devices.
TELUS offers hassle-free returns, in-warranty and out-of-warranty repairs for all TELUS devices. There are no assessment charges, loaner fees¹ or add-on repair charges to have your device repaired at TELUS. Our priority is getting you reconnected as fast as we can.
For your convenience, there are now more repair locations available to you. You can visit a TELUS store² or a Mobile Klinik location for phone repair services.
Mobile Klinik is authorized by select phone manufacturers to perform repair service usually within the same day, and are backed by their own industry-leading lifetime repair warranty (parts and labour).
Find out what is covered and what to do if you have a problem with your device. Before getting started, you can check your warranty coverage and repair options. Check your warranty and locate the closest TELUS store or Mobile Klinik location or visit . You can also check your warranty in the My TELUS app.
here
telus.com/CheckWarranty
1. Post-paid accounts. A deposit is required for prepaid accounts. Loaner must be returned upon repair pickup.
2. For Consumer Smart Hub repairs, please contact us for assistance. Note: Mobile Klinik does not support Smart Hub repairs.
contact us
for assistance. Note: Mobile Klinik does not support Smart Hub repairs.Phone repairs at TELUS
All new TELUS iPhones, smartphones and feature phones come with a limited manufacturer’s warranty of 1 to 3 years depending on the model. Please refer to the warranty information included with your device for complete rules and conditions.
TELUS Certified Pre-owned phones have a 1-year Certified Pre-owned warranty from TELUS.
Only manufacturer’s defects are covered under the limited warranty. This does not include physical and/or liquid damage.
Android phones
Every new phone comes with a limited manufacturer’s warranty. Only manufacturer’s defects, not physical and/or liquid damage, are covered under the limited warranty.
To learn more about the right repair options for you, visit or the My TELUS app. For access to tips and tricks on optimizing your device on the go, download the Mobile Klinik Device Checkup app from the Google Play Store or the Apple App Store.
telus.com/CheckWarranty
New or Certified Pre-owned phone:
Purchased within the last 15 days* | Return your phone to the original point of purchase:
If you are not satisfied with your phone, it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return the phone. Visit our TELUS return policies |
In warranty repair required (new phone):
Phone is covered under the manufacturer's limited warranty | Visit a Mobile Klinik location Mobile Klinik is authorized by Samsung, LG and Huawei to perform in-warranty repairs. Through Mobile Klinik:
Visit one of Mobile Klinik's location Through TELUS:
If your phone is found to be defective, it will be sent out to the repair centre for repair, testing and certification. Our promise to you is to get your phone back from repair and in the store within 10 calendar days. A repaired phone will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer. Visit telus.com/CheckWarranty |
In warranty repair required - Certified Pre-owned:
Covered under the TELUS 1-year Certified Pre-owned warranty | Visit a TELUS store and we’ll get it repaired right away:
If your phone is found to be defective, it will be sent out to the repair centre for repair, testing and certification. Our promise to you is to get your phone back from repair and in the store within 10 calendar days. A repaired phone will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer. Visit telus.com/CheckWarranty |
Out of warranty:
Phones not covered by the manufacturer’s limited warranty, are physically damaged and/or have liquid damage Covered by Device Care?
See more details on TELUS Device Care | Visit a Mobile Klinik location Through Mobile Klinik:
Visit one of Mobile Klinik’s locations for fast, in-store repair service, often done within 1 to 2 hours. When repaired at Mobile Klinik, any subsequent repair service with the phone would be with them. Note : Mobile Klinik offers an industry-leading lifetime parts and labour guarantee on all of their repairs. Through TELUS:
If you would like to submit your phone for an out-of-warranty repair at TELUS, you will be required to authorize payment up to the out-of-warranty limit for the phone (the economical repair limit for the device). If your phone cannot be repaired or repair is not desired, alternate options, such as in-market renewal offer, should be discussed. If out of warranty repair is desired over in-market renewal offer, we also recommend bringing your out-of-warranty phone directly to Mobile Klinik. Visit telus.com/CheckWarranty |
iPhone devices
Every new iPhone comes with a limited 1 year manufacturer’s warranty from Apple. Only manufacturer’s defects, not physical and/or liquid damage, are covered under the limited warranty.
To learn more about the right repair options for you, visit or the My TELUS app.
telus.com/CheckWarranty
For access to tips and tricks on optimizing your device on the go, download the Mobile Klinik Device Checkup app or the My TELUS app.
New or Certified Pre-owned phone:
Purchased within the last 15 days* | Return your iPhone to the original point of purchase:
If you are not satisfied with your iPhone, it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return your iPhone. If your iPhone is found to be defective, it can be returned or exchanged for a new iPhone at no charge. Visit our TELUS return policies |
In warranty repair required (new iPhone):
Phone is covered under the manufacturer's limited warranty Covered by AppleCare+ | Visit a TELUS Store and we’ll get your iPhone repaired right away. If your iPhone is found to be defective and is covered by AppleCare+, we’ll order a replacement iPhone direct from Apple. Expect between 2 and 4 days for the replacement to arrive in the store. If your iPhone is found to be defective and is covered under the Limited Manufacturer's Warranty, it will be sent out to the repair centre for repair, testing and certification. Our promise to you is to get your phone back from repair and in the store within 10 calendar days. A repaired or replaced phone will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer. Visit telus.com/CheckWarranty |
In warranty repair required - Certified Pre-owned iPhone:
Covered under the TELUS 1-year Certified Pre-owned warranty | Visit a TELUS store and we’ll get it repaired right away:
If your phone is found to be defective, it will be sent out to the repair centre for repair, testing and certification. Our promise to you is to get your phone back from repair and in the store within 10 calendar days. A repaired phone will keep the balance of its limited warranty and have a 90-day repair warranty, whichever is longer. Visit telus.com/CheckWarranty |
Out of warranty:
Phones not covered by the manufacturer’s limited warranty, are physically damaged and/or have liquid damage Covered by AppleCare+ | With AppleCare+:
If you would like to submit your iPhone for an out-of-warranty repair at TELUS and your iPhone is covered by AppleCare+, we’ll order a replacement iPhone direct from Apple to the store. AppleCare+ repair costs apply. Without AppleCare+:
Visit a Mobile Klinik location Visit one of Mobile Klinik’s locations for fast, in-store repair service, often done within 1 to 2 hours. When repaired at Mobile Klinik, any subsequent repair service with the phone would be with them. Note : Mobile Klinik offers an industry-leading lifetime parts and labour guarantee on all of their repairs. Through TELUS:
If you would like to submit your phone for an out-of-warranty repair at TELUS, you will be required to authorize payment up to the maximum out-of-warranty limit for the iPhone (the economical repair limit for the device). If your phone cannot be repaired or repair is not desired, alternate options, such as in-market renewal offer, should be discussed. If out of warranty repair is desired over in-market renewal offer, we also recommend bringing your out-of-warranty phone directly to Mobile Klinik. Visit telus.com/CheckWarranty |
Tablets (Android)
All new TELUS tablets come with a limited warranty of 1 to 2 years depending on the model. Please refer to the warranty information included with your device for complete rules and conditions.
Only manufacturer’s defects are covered under the limited warranty. This does not include physical and/or liquid damage.
To learn more about the right repair options for you, visit . For access to tips and tricks on optimizing your device on the go, download the Mobile Klinik Device Checkup app.
telus.com/CheckWarranty
New or Certified Pre-owned phone:
Tablet purchased within the last 15 days² | Return your tablet to the original point of purchase:
If you are not satisfied with your tablet, it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return your iPhone device. Visit our TELUS return policies |
In warranty repair required:
Tablet is covered under the manufacturer's limited warranty | Visit a Mobile Klinik location Mobile Klinik is authorized by Samsung, LG and Huawei to perform in-warranty repairs. Through Mobile Klinik:
Visit one of Mobile Klinik's location Through TELUS:
If your tablet is found to be defective, it will be sent out to the repair centre for repair, testing and certification. Our promise to you is to get your tablet back from repair and in the store within 10 calendar days. Your repaired tablet will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer. Visit telus.com/CheckWarranty |
Out of warranty:
Tablet not covered by the manufacturer’s limited warranty, are physically damaged and/or have liquid damage | Visit a Mobile Klinik location Visit one of Mobile Klinik’s locations for fast, in-store repair service, often done within 1 to 2 hours. When repaired at Mobile Klinik, any subsequent repair service with the tablet would be with them. Note : Mobile Klinik offers an industry-leading lifetime parts and labour guarantee on all of their repairs.
Through TELUS:
If you would like to submit your tablet for an out-of-warranty repair at TELUS, you will be required to authorize payment up to the out-of-warranty limit (the economical repair limit for the device).If your tablet cannot be repaired or repair is not desired, alternate options, such as in-market renewal offer, should be discussed. If out of warranty repair is desired over in-market renewal offer, we also recommend bringing your out-of-warranty tablet directly to Mobile Klinik. Visit telus.com/CheckWarranty |
iPad and iPad Pro
Every new iPad and iPad Pro comes with a limited 1 year manufacturer’s warranty from Apple.
Only manufacturer’s defects, not physical and/or liquid damage, are covered under the limited warranty.
To learn more about the right repair options for you, visit . For access to tips and tricks on optimizing your device on the go, download the Mobile Klinik Device Checkup app.
telus.com/checkwarranty
New or Certified Pre-owned:
Purchased within the last 15 days* | Return your iPad to the original point of purchase:
If you are not satisfied with your iPad, it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return the iPad. Visit our TELUS return policies |
In warranty repair required:
iPad is covered under the manufacturer's limited warranty Covered by AppleCare+ Certified Pre-owned:
Covered under the TELUS 1-year Certified Pre-owned warranty | Visit a TELUS Store and we’ll get your iPhone repaired right away. We’ll order a replacement iPad direct from Apple to the store. Expect between 2 and 4 days for the replacement to arrive in the store. Your replacement iPad will keep the balance of its Apple warranty and have a 90 day replacement warranty, whichever is longer. In order to get pencil coverage, it requires that iPad pro, Pencil, and AppleCare+ are purchased concurrently. Please retain the sales receipt of concurrently purchasing iPad pro, Pencil and AppleCare+ and present it when you need service for Apple pencil. TELUS is unable to support service/repair of Apple pencil. Please visit an Apple Authorized Service Provider or Genius Bar for support. |
Out of warranty:
iPad not covered by the manufacturer’s limited warranty, are physically damaged and/or have liquid damage Covered by AppleCare+ | With AppleCare+:
If you would like to submit your iPad for an out-of-warranty repair at TELUS and it is covered by AppleCare+, we’ll order a replacement iPad direct from Apple to the store. AppleCare+ repair costs apply. Without AppleCare+:
Visit a Mobile Klinik location Visit one of Mobile Klinik’s locations for fast, in-store repair service, often done within 1 to 2 hours. When repaired at Mobile Klinik, any subsequent repair service with the iPad would be with them. Note : Mobile Klinik offers an industry-leading lifetime parts and labour guarantee on all of their repairs. Through TELUS:
If you would like to submit your iPad for an out-of-warranty repair at TELUS, you will be required to authorize payment up to the maximum out-of-warranty cost of the tablet. If your iPad cannot be repaired or repair is not desired, alternate options, such as in-market renewal offer, should be discussed. If out of warranty repair is desired over in-market renewal offer, we also recommend bringing your out-of-warranty iPad directly to Mobile Klinik. Visit telus.com/CheckWarranty |
Hotspots and Internet keys (mobile Internet devices)
All new TELUS mobile Internet devices come with a limited warranty of 1 year. Only manufacturer’s defects, not physical and/or liquid damage, are covered under the limited warranty.
If your device is:
New or Certified Pre-owned:
Purchased within the last 15 days* | Return your device to the original point of purchase:
If you are not satisfied with your device, it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return your iPhone device. Visit our TELUS return policies |
In warranty repair required:
Covered under the manufacturer's limited warranty Certified Pre-Owned:
Covered under the TELUS 1-year Certified Pre-owned warranty | If your device is found to be defective we’ll get it repaired right away. It will be sent out to the TELUS repair centre for repair, testing and certification. Our promise to you is to get your device fixed and back to the store within 10 calendar days. Your repaired device will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer. |
Out of warranty:
Not covered by the manufacturer’s limited warranty. Physically damaged and/or have liquid damage | Your device will be sent out to the TELUS repair centre for repair, testing and certification. You will pay up to the pre-authorized amount (the economical repair cost limit for the device). If your device cannot be repaired because it is beyond economical repair, it will be returned to the store unrepaired and alternate, more economical options, such as in-market renewal offer will be discussed. |
- Prepaid customers may be required to leave a deposit
- If you have a disability or ordered your phone online, you have 30 days to return or exchange your device
Smart Hubs
The WHSIA hardware includes a standard 12- month warranty from the manufacturer against defects in workmanship and materials. The warranty start date is the activation date.
Customers whose devices are repaired (i.e. swapped) will automatically receive 90-day warranty coverage (or the remainder of the standard warranty period, whichever is greater).
Warranty exclusions:
- Damage from using the device or accessory in other than a normal manner.
- Moisture damage (contact with liquid or humidity).Note: This does not apply to Outdoor Units.
- Physical damage (including damage from unpredictable/severe weather events).
- Any misuse, neglect or abuse.
- Unauthorized device modification.
- The device’s serial number has been removed or made illegible.
- Scratched screens or scratched cabinet casings.
New Smart Hubs purchased within the last 30 days | If you are not satisfied with your device, it can be returned under our return policy for a full refund or exchange. Please contact us Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return your Smart Hub. Visit our TELUS return policies |
In-warranty repair required:
Covered under the manufacturer's limited warranty | If your device is defective, we’ll get it repaired right away. For consumer Smart Hub in-warranty repairs, please contact us |
Out of warranty:
Not covered by the manufacturer’s limited warranty. Physically damaged and/or has liquid damage | For consumer Smart Hub out-of-warranty repairs, please contact us Note : Mobile Klinik does not support Smart Hub repairs. |
Apple Watch
Every new Apple Watch comes with a limited 1 year manufacturer’s warranty from Apple.
Only manufacturer’s defects, not physical and/or liquid damage, are covered under the limited warranty.
New:
Purchased within the last 15 days* | Return your Apple Watch to the original point of purchase:
If you are not satisfied with your Apple Watch, it can be returned under our return policy for a full refund or exchange. Your first bill may be due if you have gone over the trial limits set in your contract and you choose to return the Apple Watch. Visit our TELUS return policies |
Covered by AppleCare+:
Covered under Apple's 2-year AppleCare+ warranty | If your Apple Watch is found to be defective, it can be repaired right away. TELUS is unable to support service/repair of Apple Watch. Please visit an Apple Authorized Service Provider or Genius Bar for support with your Apple Watch. Your replacement Apple Watch will keep the balance of its Apple warranty and have a 90 day replacement warranty, whichever is longer. |
Phone activated with an eSIM voucher?
Any eSIM downloaded onto the phone may be wiped during the repair process. If your phone’s eSIM line is active, and the eSIM download is wiped during repair, you will need to visit your eSIM carrier to receive and activate a new voucher. A non-TELUS carrier may charge you for the new voucher.
Note
: Wiping the eSIM download from the phone does not deactivate the rate plan.Note
: TELUS and its subsidiaries (“TELUS”) are not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-TELUS eSIM. If your phone’s eSIM line is currently active through a carrier other than TELUS, you are responsible for obtaining and activating a new eSIM card from the carrier. You are responsible for any charges that your carrier may apply for a replacement eSIM card.Did this article solve your problem?
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