The T-Mobile return policy allows customers to return or exchange a new device or accessory within a specific window that depends on where the item was purchased. The standard return window is 14 days for in-store purchases and 20 days from the shipment date for devices ordered online or over the phone.
To receive a full refund, you must return the device in like-new physical and working condition with all original accessories and packaging. It is also critical to understand the restocking fee, which applies to most returns and exchanges.
T-Mobile Return Windows and Methods
The number of days you have to return a device and the required return method depend on your original purchase method.
| Purchase Method | Return Window | Required Action |
| In-Store Purchase | 14 Days from the purchase date. | Must be returned to any T-Mobile retail location. |
| Online/Phone Order | 20 Days from the date the device shipped. | Can be returned in-store or shipped back using a prepaid label obtained by contacting Customer Care. |
| Online with In-Store Pickup | 20 Days from the date of pickup. | Must be returned to any T-Mobile retail location. |
Crucial Note: The refund period for online/phone orders is 20 days from the shipment date (when the carrier scans the package), not the date you received the device.
Restocking Fees and How to Calculate Them
T-Mobile charges a restocking fee for most returns and exchanges, based on the Full Retail Price (FRP) of the returned device. This fee is non-refundable and will be deducted from your total refund amount.
| Device Full Retail Price (FRP) | Restocking Fee |
| FRP less than $300 | $20 |
| FRP between $300 – $599 | $40 |
| FRP of $600 or more | $70 |
Tip for Online Returns: Based on community experience, customers who initiate a return by calling Customer Care (dial 611 or 1-800-937-8997) and requesting a prepaid shipping label to mail the device back sometimes have the restocking fee waived or removed by a customer service agent, particularly if the box was never opened. This is not guaranteed, but it is often the best way to attempt to avoid the fee.
Essential Device Return Requirements
To qualify for a refund and avoid additional charges, your returned device and package must meet strict criteria:
- Condition
The device must be returned in like-new physical and working condition. This includes:
- No physical blemishes, deep scratches, dents, or cracked screens.
- No liquid or internal damage.
- No material alterations to the device’s hardware or software.
- Packaging and Contents
You must return the device in its original packaging and include all original components. This typically includes:
- The device (phone, tablet, etc.).
- The original charger, cable, and/or power adapter.
- All original documentation and the receipt/proof of purchase.
- Pre-Return Steps (Crucial for Smartphones)
Before returning any device that stores personal data (smartphones, tablets, smartwatches), you must perform two essential steps:
- Back Up Data: Transfer all photos, videos, and files.
- Factory Reset: Perform a factory master reset to wipe all personal data.
- Disable Anti-Theft: Crucially, turn off all anti-theft features like Find My iPhone or Google’s Factory Reset Protection. Failure to disable these features will cause your return to be rejected and may result in you being charged the device’s full retail price.
Frequently Asked Questions
What happens to my Equipment Installment Plan (EIP) payments if I return the phone?
If you return the device within the eligible return window and the return is approved, the EIP agreement for that device is canceled (removed) from your account. Any down payment you made will be refunded to you (less the restocking fee).
How long does it take to get my refund?
Once T-Mobile receives and inspects the returned device, refunds generally take up to 30 days to process and appear on your statement. The refund is typically applied back to your original payment method.
What about the Lifetime Coverage Guarantee?
The T-Mobile Lifetime Coverage Guarantee allows new customers to try the network risk-free. If you cancel service within the first 30 days due to dissatisfaction with T-Mobile’s coverage, T-Mobile will refund your service and device cost and waive the restocking fee (and SIM starter kit cost). You must initiate this return/cancellation in-store (for new activations) or by calling Customer Service.
Can I return a device if it is damaged?
No. Physical damage (cracked screens, water damage, or damaged ports) typically voids the standard return policy. If your device is damaged, your options are usually limited to filing a claim under a protection plan (like Protection 360) or exploring a warranty exchange for mechanical/electrical defects.
