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Getting Started with AT&T Wireless Phone Return Policy

Quick instructions on how to return, cancel or exchange your wireless device.


ArticleINSTRUCTIONS & INFO

Getting Started

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.

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
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How do I cancel service?

Call the number on your invoice or receipt to cancel service. Early termination fees may apply.

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.
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How do I return my device?

If your device was purchased at an AT&T retail store, 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.


How can I make an exchange?

You can exchange equipment once within the applicable Return Period.

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 an 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.

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