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Exchange a device under warranty

Learn how to exchange new or AT&T Certified Restored devices that are still under warranty.

INSTRUCTIONS & INFO

Troubleshoot device and verify warranty info

Troubleshoot device issues
Before you submit a warranty device replacement request, try to fix your device issues with Troubleshoot & Resolve.

Confirm device warranty
Look for signs of physical or liquid damage that aren’t covered by your warranty. All clear? Then, check your device warranty coverage period:
  • New devices (other than Apple®): Typically a 1-year manufacturer warranty with some new devices having a 2-year manufacturer warranty – Learn more (PDF, 165KB)
  • AT&T Certified Restored: Typically a 90-day warranty
  • AT&T Certified Pre-Owned: No warranty (see our Return Policy)
  • New Apple devices or devices replaced by Apple: Typically a 1-year warranty
  • Insurance replacement devices from Asurion (including Apple devices): Typically a 1-year warranty after the replacement date

Heads up: Your device warranty may cover accessories, too. Find out if your accessory is covered

Get warranty support info

We provide technical and warranty support for:
  • New devices (other than Apple®): Up to 1 year after purchase with some new devices having a 2-year manufacturer warranty – Learn more (PDF, 165KB)
  • AT&T Certified Restored devices: Up to 90 days after purchase
  • AT&T Certified Restored Apple devices: Up to 90 days after purchase
  • Insurance replacement devices from Asurion (including Apple devices): Starting 30 days after replacement for up to 1 year

Other troubleshooting and warranty support options:

Heads up: Our device protection options aren’t available for AT&T PREPAIDSM devices.

Looking for more help? Explore insurance and warranty options

Make a warranty device exchange

Contact us to do a warranty device exchange. Be sure to call us from a device that isn’t the one you’re having problems with.

When you call us, we’ll:
  • Make the warranty device exchange on behalf of the device manufacturer. Check your device manual or contact the manufacturer for warranty info.
  • Send you an AT&T Certified Restored device as a warranty device replacement. It can take up to 6 business days to arrive, but you can get faster delivery with priority shipping (1 to 2 business days) for an extra cost.
Heads up: For AT&T PREPAID exchanges, we’ll charge your credit or debit card for the full value of the replacement. You’ll get that amount credited back when you send us your defective device.

When you get your replacement:
  • You get a 90-day warranty or the rest of your original device warranty, whichever is greater.
  • You have 10 days to return your defective device. Your replacement package includes return shipping materials.
If you don't return the defective device in time and you have:
  • AT&T wireless: You’ll pay the full replacement value for the device.
  • AT&T PREPAID: We won’t credit your card for the return.
Learn how to return your defective device

When we get your return package:
  • We’ll check your device for warranty eligibility. If the device has liquid or physical damage, you’ll pay the full replacement value for the device. 
  • For AT&T PREPAID, if it qualifies for an exchange, we’ll credit your credit or debit card for the cost of the replacement. It can take up to 2 weeks after we receive your device for us to credit your card.

Cancel or return warranty orders
Want to keep your current device instead of replacing it? You can cancel or return your warranty order.
  • Return the warranty exchange device to AT&T within 10 days.
  • Use the prepaid return label and shipping materials we sent in the replacement package.
  • Contact us if you can’t find the prepaid shipping label.

Live in Puerto Rico?
Some things to keep in mind:
  • The return includes a shipping fee for Priority Mail Express.
  • It may take 2 to 3 business days to get your device.
  • Standard shipping (4 to 6 days) isn’t available.
Last updated: February 11, 2021

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