T-Mobile was founded in Germany. However, it is currently the third-largest telecommunications company in the United States, behind AT&T and Verizon Wireless. It offers wireless telecommunications services, phone plans, cell phones, tablets, and other products.
When shopping at T-Mobile, you have several payment methods and facilities, along with an extensive catalog of products and services; nonetheless, if your purchase was not what you expected or maybe you got the wrong product, you can always check T-Mobile’s return and exchange policy.
How does T-Mobile’s Return and Exchange Policy work?
If you want to return a device or an electronic accessory, T-Mobile will accept it without any inconvenience. If you would like to receive a refund of the purchase, the return must be made within 14 days after the purchase or rental of the device.
To ensure that the return is not refused, the device must be in its packaging, with no alterations to its software or hardware, no physical damage, in good working condition, and with all accessories or content that came with the device.
When returning the equipment, it is necessary to bring the receipt of payment. Another important thing is that refunds or exchanges will be discounted for any shipping costs or refunds received.
Return items with promotional discounts
If the item to be returned or exchanged was purchased with a promotional offer, you will likely be required to return the equipment and the items that were part of the promotion. In addition, this same promotion may not be available for re-purchase at a promotional discount.
Additionally, T-Mobile will likely require a fee to be paid that is dedicated to restocking based on the RRP, i.e., the retail price of the device. This will depend on the retail price of each device.
Here’s a small example: A device with an RRP of $600 or more symbolizes a $70 fee. A device below $300 would be equivalent to a $20 fee. It is a matter of calculating the retail price of the equipment, and you will know what cost you will have to pay at the time of return.
Return or exchange for authorized third-party dealer
If the refund or exchange of a device or accessory is for an authorized third-party dealer, you should refer to the return policies that apply to your purchase. At the time of service cancellation, you must return the equipment in the original package with all its contents.
The return policy is similar to that of an in-store customer; you have 14 days from the date of purchase of the devices to return them to the exact location of the distributor where the products were purchased.
Like in-store returns, the device must be in perfect condition, without software or hardware modifications or physical damage.
Return or Exchange in the app or online
If your purchase was online or mobile, you could return the device at any T-Mobile store or send it by mail. If you choose the latter, the shipment must be made within 20 days after the date the order was shipped.
It is important to know that it is not from the day the package was received but from the day it was sent; therefore, you must be aware of the dates so that they do not reject the return. This also applies to the activation of T-Mobile services.
The device must be sent with the payment receipt, in its original package, without physical damage, with all extra accessories, and in good working condition. No refund will be issued if received in any condition not stated by the return policy.
The customer is responsible for shipping costs and must be accountable for prepaid services, electronic coupons, and gift cards, as none will be refundable if purchased electronically.
In case of damaged devices
Suppose the device arrives in poor condition or with any non-factory alterations. In that case, T-Mobile may retaliate, as well as if a return for refund is reported, but the device is not returned.
T-Mobile can deny the request and not process the cancellation of the service or device, charge the customer’s account for the cost of repairing the damaged device and the diagnosis of the equipment and prevent the device from working for the customer.
A slightly more drastic but feasible option is to charge the customer the full price of the sale, i.e., charge the customer as if they were buying a new device, plus shipping costs to be paid by the customer.
This last option usually happens if the customer requests the return or exchange of a device within the deadline but never sends the equipment to T-Mobile, the company will accept his complaint and, receiving no response, will send a brand-new device.
Please note that if the device to be shipped is now more expensive than when it was purchased, T-Mobile will not be responsible for the price change; the customer will be charged the price it is at when the new device is shipped.
How to ship a device
If you want to ship the device via mail, you must first email T-Mobile stating the return of the device; they will respond with a shipping label prepaid by the carrier for the return shipping charges. If there are any extra charges, they are at your expense.
If you are still in doubt, you can always contact T-Mobile’s phone number: 1-800-672-5390 to request the return or ask to cancel the activation of a service; in the same way, you communicate first and then make the shipment or go to a store to take the device.
Now, if you are a recurring T-Mobile customer and wish to return an upgraded device or cancel a service, you must call 1-800-937-8997, and they will authorize the return or cancellation process.
References
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“Return Policy.” T-Mobile & Sprint Merged to Create America’s 5G Leader in Coverage, https://www.t-mobile.com/responsibility/legal/return-policy#:~:text=In%20the%20store%3A-,T%2DMobile%20retail%20location,date%20of%20the%20original%20Device.