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AT&T Wireless Return Phone Policy Frequently asked questions

FAQS to address the AT&T Wireless Phone return policy.


Frequently asked questions

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 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 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 for details on these devices.