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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 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 Certified Like-New 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 Certified Like-New 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.

If you recently purchased your device using your AT&T Access More Card from Citi, please call 866.267.4510.



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: Certified Like-New 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. Certified Like-New 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: Certified Like-New 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. Certified Like-New 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: Certified Like-New 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. Certified Like-New 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: Certified Like-New 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. Certified Like-New 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

 

  • 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.

 

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 866.267.4510.

 

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 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 NextSM Trade-In

Any time after 24, 18, or 12 monthly installment payments (depending on your AT&T Next agreement), you may upgrade to a new smartphone!

As long as your current smartphone is in good physical and fully functional 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 contract2, 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.

 

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

 

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 options: AT&T Next has the following 0% APR installment agreement options: (1) AT&T Next 24 requires a 30-month agreement and allows you to trade in and upgrade after 24 installments; (2) AT&T Next 18 requires a 24-month agreement and allows you to trade in and upgrade after 18 installments; (3) AT&T Next 12 requires a 20-month agreement and allows you to trade in and upgrade after 12 installments; and, (4) AT&T Next with down payment requires 30% down payment and a 28-month agreement, and allows you to trade in and upgrade after 12 installments.

Examples
: For example, a smartphone with a regular price of $825.99 will be (1) $27.54 per month for 30 months on AT&T Next 24; (2) $34.42 per month for 24 months on AT&T Next 18; (3) $41.30 per month for 20 months on AT&T Next 12; and (4) on $247.80 down and $20.65 per month for 28 months on AT&T Next with down payment.

AT&T Next
: Requires 0% APR installment agreement. Tax due at sale. Credit: Well-qualified credit may be required. A deposit may be required. Some buyers will qualify only for AT&T Next with down payment. Not all buyers will qualify for any AT&T Next option. Service: Wireless service (voice and data) is required and is additional. Device balance due if wireless service canceled. Select locations only. Device Limits: Purchase limit may apply. Limit on number of financed devices per account may apply. Activation or Upgrade fee: $15 per line. No upgrade fee for line with a smartphone purchased on AT&T Next prior to August 1, 2015. Waiver of fee subject to change. Restocking Fee: Up to $35. Upgrade option: Requires payment of number of required installments (24, 18, or 12) based on option chosen, account in good standing, trade-in of your financed device in good physical and fully functional condition, and purchase of new eligible device with qualified wireless service. After upgrade, unbilled installments are waived. Service subject to Wireless Customer Agreement. Other fees may apply. Other monthly charges per line: May include taxes, federal and state universal service charges, Regulatory Cost Recovery Charge (up to $1.25), gross receipts surcharge, an Administrative Fee, and other government assessments which are not government required charges. Coverage and service not available everywhere. Other restrictions apply and may result in service termination. Terms, restrictions, and options subject to change and may be modified, terminated, or discontinued at any time without notice. Visit att.com/next for AT&T Next details.

2
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.