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Is my device eligible for return or exchange?

You can return or exchange your device during the return and exchange period if you purchased directly from AT&T through one of the following:

  • Corporate-owned AT&T retail store
  • Over the phone from AT&T
  • Online from att.com

The device must be in like-new condition with no physical or water damage and in the manufacturer's original packaging. You also must include original components including the device, battery, charger, manual, unopened software, and a copy of the invoice or receipt. If anything is missing or the device is not in like-new condition, your return may not be accepted.

For more information, see Returns by Device.

We cannot accept returns or exchanges for:

  • Closeout items
  • Cosmetic blemish items
  • Items not bought directly from AT&T, e.g., purchases from authorized AT&T dealers or retailers.
  • Insurance replacement items – includes any items received as part of an AT&T Mobile Insurance claim.
  • Gift cards and ringtone cards



How do I cancel service?

Call the number on your invoice or receipt to cancel service. Early termination fees may apply. See Returns by Device.

AT&T will refund any activation fee you might have paid if you cancel service within three days of activation.

Please note that you may have to return any handsets and accessories purchased with the service before service can be cancelled.

How do I return my device?

If you bought the device at an AT&T retail store during the applicable return period, return it to any AT&T retail store.

If you bought the device online at att.com or over the phone from AT&T during the applicable return period, mail the device back to AT&T or bring it to any AT&T retail store. Be sure to keep your tracking number.

How to mail your device to AT&T

How do I get my refund for a return?

Your refund for a return will be made through the original payment
method (credit, debit, check, etc.) and may take up to two months.
Any rebates that were part of original purchase will be voided. We
may also reduce the amount of refund for restocking fees or shipping
charges. For more information about fees that might affect refunds,
see Returns by Device.

How can I make an exchange?

You can exchange equipment once within the applicable Return Period. See Returns by Device.

If you bought a refurbished device and want to exchange it for a brand-new version of the same device, you will have to pay the price difference between the refurbished and new device.

You’ll also have to sign a new contract if:
• The price you paid for the original equipment was a term commitment price AND
• The new equipment has a different Early Termination Fee associated with it from the original equipment, e.g., you exchange from a basic phone to a smartphone.

The new contract term will restart from the date the new agreement is signed. This will be your new Service Commitment date. However, your service activation date (the date you signed your first contract) will not change for any purpose, including, but not limited to, applicable warranty period and calculating any early termination fees (ETF) you may be obligated to pay.



Returns and refunds by device

Consumers/Individual Responsibility Users

Device & Accessory Returns

Days after purchase Amount of refund Fees, except where prohibited
0-14 days Full refund less any applicable fees Device restocking fee: up to $35

Apple devices: No restocking fee if device returned unopened

Accessory restocking fee: 10% of purchase price for accessories $200 and over
15 days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished devices carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple devices: Refund subject to Apple warranty policy. New Apple branded equipment covered by Apple's one-year Limited Warranty. Refurbished Apple branded equipment covered under Apple’s original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.
AT&T Early Termination Fee:

Smartphone: $325 minus $10 for each full month you complete under the service commitment

Basic Phone, Mobile Hotspot, USB Modem: $150 minus $4 for each full month you complete under the service commitment

Gaming and other devices without a service commitment: None

Other fees: Subject to manufacturer warranty policy.


Returns and refunds by device

 

Consumers/Individual Responsibility Users

Tablet Returns

Days after purchase Amount of Refund Fees, except where prohibited
0-14 days Full refund less any applicable fees Restocking fee: 10% of purchase price

Apple tablets: No restocking fee if device returned unopened
15 days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished devices carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple tablets: Refund subject to Apple warranty policy. New Apple branded equipment covered by Apple's one-year Limited Warranty. Refurbished Apple branded equipment covered under Apple’s original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.
Tablets purchased with a service agreement on and after 11/9/2012: $150 minus $4 for each full month you complete under the service commitment*

Tablets without a service contract: None

Other Fees: Subject to manufacturer warranty policy

Corporate Responsibility Users

Device & Accessory Returns

Days after purchase Amount of refund Fees, except where prohibited
0-30 days Full refund less any applicable fees Device restocking fee: up to $35

Apple devices: No restocking fee if device returned unopened

Accessory restocking fee: 10% of purchase price for accessories $200 and over

31 days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished devices carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple devices: Refund subject to Apple warranty policy. New Apple branded equipment covered by Apple's one-year Limited Warranty. Refurbished Apple branded equipment covered under Apple’s original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.
AT&T Early Termination fee:

Smartphone: $325 minus $10 for each full month you complete under the service commitment

Basic Phone, Mobile Hotspot, USB Modem: $150 minus $4 for each full month you complete under the service commitment

Gaming and other devices without a service commitment: None

Other fees: Subject to manufacturer warranty policy

Corporate Responsibility Users

Tablet Returns

Days after purchase Amount of refund Fees, except where prohibited
0-14 days Full refund less any applicable fees Restocking fee: 10% of purchase price

Apple tablets: No restocking fee if device returned unopened
15 days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished tablets carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple tablets: Refund subject to Apple warranty policy. New Apple branded equipment covered by Apple's one-year Limited Warranty. Refurbished Apple branded equipment covered under Apple’s original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.
Tablets purchased with a service agreement on and after 11/9/2012: $150 minus $4 for each full month you complete under the service commitment*

Tablets without a service contract: None

Other fees: Subject to manufacturer warranty policy.

 

Before you pack the device

 

  • Make a copy of invoice or receipt and keep original for your records
  • Remove confidential, proprietary, or personal information from device. Visit att.com/devicesupport for instructions

 

Pack device

Pack in the manufacturer's original packaging. Include original components including the device, battery, charger, manual, unopened software, and a copy of the invoice or receipt. If anything is missing or the device is not in like-new condition, your return may not be accepted.

Print and affix mailing label

Locate the pre-paid return label that came with the original shipment and affix to box. If you cannot locate the prepaid label, contact customer care and a representative will be happy to assist you.

Mail device

Mail via USPS mail. You’ll receive an email notification when the package has been received at our warehouse. Depending on the reason for return, shipping charges may apply.

 

FAQs

 

Who is an Individual Responsible User? An Individual Responsible User (IRU) is an employee who subscribes to service individually and assumes financial responsibility for his/her wireless account, but whose account is "attached" to his/her employer's Foundation Account Number (FAN) in order to receive certain benefits (such as specialized business customer service).

 

Who is a Corporate Responsible User? A Corporate Responsible User (CRU) is an employee receiving service under a corporate account for which his or her employer has financial responsibility.

 

I have an AT&T Next device, how do I return my device? Customers can return the device at any AT&T retail store or by mail. Please see the “Mail Your Return” tab for instructions. If you need to exchange your device, go to the nearest AT&T retail store. AT&T can only process exchanges at the retail store.

 

What if I paid a security deposit? If you paid a security deposit, it may take up to two billing cycles to be reimbursed. AT&T will deduct any charges for service used on the account before the service termination date.

 

What about credit on GoPhone® prepaid phones? Funds deposited into a GoPhone account are not refundable or redeemable for cash or credit during or after the 14-day return period. Pay As You Go refill cards, PINs, or other funds are not refundable or redeemable for cash or credit.

 

What about credit on AT&T Wireless Home Phone Prepaid device? The Wireless Home Phone Prepaid device is returnable for credit within 14 days of purchase. Funds deposited into a Wireless Home Phone Prepaid account are not refundable or redeemable for cash or credit during or after the 14-day return period. Refill cards, PINs, or other funds are not refundable or redeemable for cash or credit.

 

What if I have more questions about returns? Please call customer care and a representative will be happy to assist you.

AT&T reserves the right to reject equipment returns that do not comply with the Return Policy. Please remove any confidential, proprietary, or personal information before returning your equipment. AT&T is not responsible for information left on returned equipment or devices.