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 your device was purchased at an AT&T retail, you may return it to any AT&T retail store during the return and exchange period.

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

How to mail your device to AT&T 

If you recently purchased a device using your AT&T Access More Card from Citi, mail it back to AT&T using the return label in the box it came in.

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 AT&T Certified Restored 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 AT&T Certified Restored and new device.

You will be required to sign a new contract under these conditions:
• The price you paid for the original equipment was a term commitment price.
• The new equipment has a different Early Termination Fee (ETF) 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 (non-Tablets)

Days After Purchase1 Amount of Refund Fees (Except Where Prohibited)
Up to 14 days Full refund less any applicable fees.

Magic Leap: Returns only accepted if box is unopened. For warranty or support questions after box has been opened, visit www.magicleap.care

iOS-specific online customer instructions: Prior to returning your device, all personal data should be erased and all security features (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 Device restocking fee: Up to $55.

Apple devices: No restocking fee if device is returned unopened.

Accessory restocking fee: 10% of purchase price for accessories $100 and over.
15 days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: AT&T Certified Restored 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. AT&T Certified Restored 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 (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 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 att.com/equipmentETF.

Basic phone, mobile hotspot, or 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.

1Time period begins the day after you purchase your device, or the day after your device ships.
Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on Apple branded equipment, please refer to apple.com/support/oss for details.
For more information on Early Termination Fee (ETF), please refer to att.com/equipmentETF.



Consumers & Individual Responsibility Users

Tablet Returns

Days After Purchase1 Amount of Refund Fees (Except Where Prohibited)
Up to 14 days Full refund less any applicable fees.

iOS-specific online customer instructions: Prior to returning your device, all personal data should be erased and all security features (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 Restocking fee: Up to $55.

Apple tablets: No restocking fee if device is returned unopened.
15 days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: AT&T Certified Restored 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. AT&T Certified Restored 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 (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 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 att.com/equipmentETF.

Basic phone, mobile hotspot, or USB modem: $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.

1Time period begins the day after you purchase your device, or the day after your device ships.
Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on tablets, please refer to the warranty information that came with your device.
For warranty claims on Apple branded equipment, please refer to apple.com/support/oss for details.
For more information on Early Termination Fee (ETF), please refer to att.com/equipmentETF.
*If you purchased your tablet before 11/9/2012 see your Customer Service Agreement for your Early Termination Fee.

 

Corporate Responsibility Users

Device (non-tablets) & Accessory Returns

Days After Purchase1 Amount of Refund Fees (Except Where Prohibited)
Up to 14 days Magic Leap: Returns only accepted if box is unopened. For warranty or support questions after box has been opened, visit www.magicleap.care Accessory restocking fee: 10% of purchase price for accessories $100 and over.
Up to 30 days Full refund less any applicable fees.

iOS-specific online customer instructions: Prior to returning your device, all personal data should be erased and all security features (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 Device restocking fee: Up to $55.

Accessory restocking fee: 10% of purchase price for accessories $100 and over.
31 days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: AT&T Certified Restored 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. AT&T Certified Restored 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 (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 Cancellation Fee:

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


  • Basic phone, tablet, mobile hotspot, or 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.

1Time period begins the day after you purchase your device, or the day after your device ships.
Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on Apple branded equipment, please refer to apple.com/support/oss for details.
For more information on Early Termination Fee/Cancellation Fee (ETF), please refer to att.com/equipmentETF.

Corporate Responsibility Users

Tablet

 

Days After Purchase1 Amount of Refund Fees (Except Where Prohibited)
Up to 14 days Full refund less any applicable fees.

iOS-specific online customer instructions: Prior to returning your device, all personal data should be erased and all security features (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 Restocking fee: Up to $55.

Apple tablets: No restocking fee if device is returned unopened.
15 to 30days or more Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: AT&T Certified Restored 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. AT&T Certified Restored 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 (including Find My iPhone) should be disabled or removed. It is vital to complete this process to prevent being charged the full cost of your device. See instructions on how to disable or remove any security features from your device.		 Other Fees: Subject to manufacturer warranty policy.

1Time period begins the day after you purchase your device, or the day after your device ships.
Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on tablets, please refer to the warranty information that came with your device.
For warranty claims on Apple branded equipment, please refer to apple.com/support/oss for details.
For more information on Early Termination Fee (ETF), please refer to att.com/equipmentETF.
*If you purchased your tablet before 11/9/2012 see your Customer Service Agreement for your Early Termination Fee.

 

Before you pack the device

 

  • Ensure the device is eligible to return. See non-eligible details
  • Include a copy of the invoice with your return. Make a copy of the invoice for your records.
  • Pack the device and accessories in the original manufacturer's packaging. (If items are missing or damaged, then the return may not be eligible for a credit. Ineligible devices will not be shipped back to the sender.)
  • Attach the prepaid label onto the shipping box.
  • Make a copy of the United States Postal Service's prepaid label's tracking number
  • Mail the item via the United States Postal Service.
  • Track your return by visiting att.com/wirelessorderstatus
  • Remove confidential, proprietary, or personal information from device by visiting these instructions: Remove your information from the device
  • Take a video tour of AT&T's Device How-To Center by visiting 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.

Affix your 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 at 1-800-331-0500 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.


We cannot accept returns or exchanges for:

  • Damaged devices
  • Closeout items
  • Cosmetic blemished 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
 

 

FAQs

 

Who is an Individual Responsible User? An Individual Responsibility User (IRU) is an employee who subscribes to service individually and assumes financial responsibility for their wireless account, but whose account is "attached" to their 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 Responsibility User (CRU) is an employee receiving service under a corporate account for which their employer has financial responsibility.

 

I purchased a phone using my AT&T Access More Card from Citi. How do I return or exchange it? To return your device, mail it back to AT&T using the return label in the box it came in. To exchange your device, call 800.331.0500.

 

I have an AT&T Next device. How do I return it? You may return an AT&T Next device to any AT&T retail store or return it by mail. Please see the Mail Your Return tab for instructions. Exchanges can only be processed at a company-owned 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 PREPAID℠ phones? Funds deposited into a PREPAID℠ 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.

 

What is a certified restored device? AT&T Certified Restored: May be previously opened or used devices that undergo a series of rigorous tests and inspections, and may be refurbished or remanufactured. Devices in this category meet a higher visual cosmetic standard than AT&T Certified Pre-owned devices, may contain original or non-original replacement parts and may be up to four years old. Warranty: AT&T backs its Certified Restored devices with its standard 14-day return period as well as a 90-day warranty on phones and accessories. If device is received as a replacement through AT&T Mobile Insurance, the warranty period is 1-year. See att.com/certifiedrestored for details on these devices.

 

Flexible return policy If you purchase your device from AT&T on or after March 4 you may return it through May 13, and we’ll waive the re-stocking fee for any purchase made online.

 

 

AT&T Installment Plan & AT&T Installment Plan with Next Up Trade-Ins

 

Once you meet your plan’s eligibility requirements, you may trade in your smartphone for a newer one. Keep in mind that your phone must be fully functioning and in good condition. Or, you can choose to pay the remaining monthly installments and keep your current smartphone.

 


How to complete an AT&T Installment Plan upgrade1

 

 

Step 1: Select a new smartphone

  • Choose another AT&T Installment Plan and go to Step 2. 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 Installment Plan 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 Installment Plan Upgrade trade-in.

Tip: AT&T Installment Plan trade-in requirement https://www.att.com/support/article/wireless/KM1011886

Step 3: Complete Upgrade

When we receive your qualified trade-in, your upgrade and the terms of your previous AT&T Installment Plan 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.

*AT&T, its vendors, and suppliers will not be able to return any device that you trade-in.

 

Ship your trade-in:

 

Ship your trade-in phone:

You have 10 days to return your old device once your new device has shipped.

  1. Gather the prepaid return label that came with your original phone shipment, and the box that came with your upgraded smartphone.
  2. Put your trade-in phone (with the battery) and signed agreement in the box, and seal it.
  3. Affix the prepaid label over the current box label. Do not use this label to return a new phone.
  4. Make note of the tracking number (found on the return label) so you can track your package after shipping. The number will begin with
        either 610 or 725.
  5. Mail via the U.S. Postal Service.
  6. Request a U.S. Mail Receipt confirming that you have shipped your trade-in within 10 days of receiving your new device.
  7. Use your tracking number to track your return at newgistics.com.

 

After you ship:
You will receive a text message on your new smartphone, and an email confirming the receipt of your trade-in with our assessment of its condition.
Your phone should meet all the following standards, or you may be charged the remaining outstanding balance on your AT&T Installment Plan agreement:

 

  1. 1. The smartphone is the same make and model as your original smartphone.
  2. 2. It is in good physical and fully functional condition, which means:
  • 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 (apps like Find My iPhone lock the phone and need to be disabled).
  1. 3. The phone has been reset, and does not any type of lock disabling it (such as Find my iPhone).
  2. 4. The phone has not been reported as lost or stolen (for example, blacklisted).

5. We need to receive your trade-in within 44 days (for customers or Individual Responsibility Users, or 75 days for Corporate Responsibility Users).



AT&T INSTALLMENT PLANS: Limited time only. Credit approval required. For smartphones only. Tax on sales price due at sale. Requires 0% APR monthly installment agreement and eligible service. Divides sales price into monthly installments. AT&T Installment Plan: 30-month agreement with trade-in to upgrade when 80% of sales price is paid off. AT&T Installment Plan with Next Up: 24-month agreement with trade-in to upgrade when 50% of sales price is paid off. $0 down: Requires well-qualified credit. Limit as low as 1 smartphone at $0 down. Down payment: May be required and depends on a variety of factors. Down payment if required will be either 30% of sales price or a dollar amount ranging from currently $100 to $600 (amount subject to change and may be higher). You may choose to pay more upfront. Remainder of sales price is divided into 30 or 24 monthly installments. Service: Eligible postpaid voice and data service (minimum $50 per month after AutoPay and Paperless billing discount for new customers. Pay $60 per month until discount starts within 2 bills. Existing customers can add to eligible current plans which may be less) is required and extra. If service is cancelled, remaining installment agreement balance is due. Examples: $749.99 sales price on AT&T Installment Plan (30-month) with $0 down is $25 per month, with $225 down (30%) is $17.50 per month, or with $600 down is $5 per month. On AT&T Installment Plan with Next Up (24-month) with $0 down is $31.25 per month, with $225 down (30%) is $21.88 per month, or with $600 down is $6.25 per month. Activation or upgrade fee: Up to $45/line. Restocking Fee: Up to $55. Limits: Purchase limit applies. Eligibility, device, line and financing limits & other restr’s apply. Upgrade with eligible trade-in: Requires payment of percentage of sales price (50% or 80%), account in good standing, trade-in of financed device (or one of the same make and model) in good physical and fully functional condition through the AT&T Installment Plan or AT&T Installment Plan with Next Up trade-in program (excludes AT&T trade-in program where you receive an instant credit or AT&T promotion card), and purchase of new eligible smartphone with qualified wireless service. After upgrade, unbilled installments are waived. See and your Retail Installment Agreement for full details.

Promotions, pricing, plan options, products and services, availability, terms & restr’s subject to change & may be modified or terminated at any time without notice.

GEN. WIRELESS SVC: Subj. to Wireless Customer Agmt (att.com/wca). Credit approval required. Svcs not for resale. Deposit: May apply. Limits: Purch. & line limits apply. Prices may vary by location. Taxes, fees, monthly, other charges, usage, speed, coverage & other restr's apply per line. See att.com/additionalcharges for details on fees & charges. International and domestic off-net data may be at 2G speeds. AT&T service is subject to AT&T network management policies. See att.com/broadbandinfo for details.

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