Pages Don't Look Right?

For a better online experience, we recommend updating your current browser or using one of these:

  • Internet Explorer Browser will open in a new window or tab
  • Chrome Browser will open in a new window or tab
  • Firefox Browser will open in a new window or tab
  • Safari Browser will open in a new window or tab
Close

×

Your Account Group is Disabled

Try Another Account

Select Check Discount Eligibility to try enrolling in a different account.

Check Discount Eligibility
OR

Shop Without Discounts

Select Continue Shopping to shop without sponsorship discounts.

Continue Shopping

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 ordered your new device on the att.com website and need to exchange it for another device, please contact Customer Care and a representative will be happy to assist you.

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

For Puerto Rico customers with service agreements on or after December 21, 2013, refer to www.att.com/equipmentETF.

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

For Puerto Rico customers with service agreements on or after December 21, 2013, refer to www.att.com/equipmentETF.

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*

For Puerto Rico customers with service agreements on or after December 21, 2013, refer to www.att.com/equipmentETF.

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

For Puerto Rico customers with service agreements on or after December 21, 2013, refer to www.att.com/equipmentETF.

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

For Puerto Rico customers with service agreements on or after December 21, 2013, refer to www.att.com/equipmentETF.

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*

For Puerto Rico customers with service agreements on or after December 21, 2013, refer to www.att.com/equipmentETF.

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 Next Trade-In

Any time after 12 or 18 monthly installments (depending on your AT&T Next agreement), you may upgrade to a new smartphone!

As long as your current smartphone is in fully functional and good physical and working condition, you are eligible to trade it in. Or, you can choose to pay the remaining monthly installments and keep your current smartphone.

 

How to complete an AT&T Next upgrade1

Step 1: Select a new smartphone

  • Choose another AT&T Next installment plan and go to Step 2. Or, upgrade to a traditional 2-year contract*, or upgrade by purchasing a phone with no annual contract at regular price.

 

Step 2: Make the trade

  • Your trade in* must be in good physical condition and fully functional and with the Activation Lock disabled.
  • If the trade in is not in this condition, you smartphone is ineligible for trade-in for an AT&T Next trade-in, and you are responsible for the remainder of your installment payments.
  • The remaining installment payments will be billed to your account upon receipt of a trade in that is ineligible.

 

Tip: If you have Mobile Insurance, you may file a claim and pay the deductible for a replacement smartphone Then use your replacement smartphone as your AT&T Next Upgrade trade-in.

 

Step 3: Complete Upgrade

  • When we receive your qualified trade-in, your upgrade and the terms of your previous AT&T Next agreement will be completed. No further installments are billed for the trade-in.

 

How to trade in your phone via mail

Prepare your trade-in:

  • Remove all user locks or set the password to 0000. If your phone is sent to us locked, it will not qualify as a trade-in, and you will be charged the remaining installment payments.
  • Erase all personal data.
  • Reset to factory settings. See owner’s manual or manufacturer’s website for instructions.
  • Remove confidential, proprietary, or personal information from the device. Visit att.com/devicesupport for instructions.
  • Remove the SIM card, memory card, and any accessories.

 

Leave the battery in the phone.

 

Ship your trade-in

  1. 1. Pack your trade-in in the box in which you received your upgrade smartphone.
  2. 2. Read, sign, and send the AT&T Next Trade-In Program Terms & Conditions along with your trade-in. If you don't have a copy, you can download the Terms & Conditions here.
  3. 3. Locate the prepaid return label that came with the original shipment and affix to the box. After you ship:
  • You will receive a text message on your new smartphone, and an email confirming the receipt of your trade-in and our assessment of the condition.
  • You may be charged the remaining outstanding installment balance on your AT&T Next agreement if:
  1. 1. The smartphone is not the same make and model as the smartphone originally purchased, OR
  2. 2. It is not in good physical and fully functional condition, which includes:
  • It must power on and off.
  • The screen must be intact, free of any chips, and function properly.
  • The device must be free of breaks or cracks.
  • The battery must be included.
  • The Activation Lock must be disabled (e.g., Find My iPhone).

 

 

1AT&T NextSM: Requires 20-month or 24-month 0% APR installment agreement and qualifying credit. Tax due at sale. Wireless service (voice and data) required and is additional. Service subject to Wireless Customer Agreement or Business Agreement. Limit 4 devices via AT&T Next or tablet installment agreement per account. Select locations. Device balance due if wireless service canceled. Restocking Fee: up to $35. Upgrade Option: Requires payment of 12 installments on 20-month agreement or 18 on 24-month agreement, account in good standing, trade-in of your financed device in good condition, and purchase of new eligible device with qualifying wireless service. After upgrade, unbilled installments are waived. Visit a store or att.com/next to learn more. Coverage and services not available everywhere. Other restrictions apply and may result in service termination. Other Monthly Charges/Line: May include taxes and federal/state universal service charges, Regulatory Cost Recovery Charge (up to $1.25), gross receipts surcharge, Administrative Fee, and other government assessments which are not government-required charges. Terms subject to change.

*By upgrading via a new 2-year contract you will no longer be eligible for an AT&T Mobile Share Value access charge discount. To keep the discount, upgrade via AT&T Next or purchase at regular price.

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.