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Return or exchange a new device

Learn how to return your device or accessory. You can get a refund or exchange it for a new one during the return period.

PRODUCT SUPPORT

See if you’re eligible to return or exchange a device

Review our return policy and learn how to return or exchange a device.Go
ArticleDETAILED INFO

Before you start a return or exchange

Remove personal info and disable security features

Clear your personal data from your device and disable all security features. If you don’t, we may have to charge you the full cost of your device. Make sure you:

  • Back up your device
  • Disable security features like Find My iPhone or Find My Mobile for Android
  • Sign out of any cloud services
  • Remove all passwords and user locks
  • Erase all personal data like contacts, photos, and videos
  • Remove any accessories
  • Reset the device to factory settings
  • Remove your SIM or memory card

For detailed steps, go to Device Support or Apple Support: What to do before selling or giving away your iPhone, iPad, or iPod touch.
  • Back up your device.
  • Disable security features like Find My iPhone.
  • Reset the device to factory settings to permanently erase all personal data.
  • Remove your SIM and/or memory card.

Review the AT&T Wireless Return Policy

Check out the AT&T Return Policy1 to:
  • Learn about our return period that applies to all orders.
  • Find out if your device is eligible for return or exchange.
  • Get refund info for a return.
  • View restocking and return fee info.
  • Learn how to mail your return using the prepaid return label that came with the original shipment.
  • View info and options for returns after the return period ends.
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How to return or exchanging a device

I bought my device from AT&T

You can return or exchange a device during the 14-day return period if you bought it at an AT&T store, over the phone from AT&T, or online from att.com. Be sure to include all the original packaging and components like chargers and manuals.


Return the device to an AT&T store or ship it to us with the prepaid return shipping label. If you don't have the return label, contact us. For more details, check out our return policy.

I didn't buy my device from AT&T

If you didn't buy your device directly from us, follow that retailer's return policy.

The AT&T Return Policy doesn't cover devices bought from authorized dealers or agents. It also doesn't cover outlet stores and national retail stores, like Best Buy and Walmart. Contact the store where you bought the device for more details.


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