Return a Phone to T-Mobile: Policy, Steps & Refund Guide

To return a phone to T-Mobile, you must bring the device, its original packaging and all contents, and your receipt to a T-Mobile retail location within the applicable return window. This process applies whether you want a refund or an exchange, and it covers both store purchases and online orders.

Inside this article

T-Mobile's phone return policy
Prepare your phone for return
Return the phone to a T-Mobile store
Frequently asked questions

T-Mobile's phone return policy

You can return or exchange a device for a refund within 14 days of the purchase or lease date if you bought it in a store, or within 20 days of the ship date if it was delivered. The device must be returned to a T-Mobile retail location with the receipt, in its original package, with all contents, undamaged, in good working condition, and with no material alterations to hardware or software. A return for service cancellation must be made within 14 days to the authorized dealer location where the device was purchased. A restocking fee may apply based on the device's full retail price. These rules apply to all standard returns, and they govern how T-Mobile purchases and billing are handled when you decide to send a device back.

Prepare your phone for return

Gather all original components. Collect the phone, the original box, charging cable, adapter, headphones, user manuals, and any other accessories that came with it. T-Mobile requires the return of the complete set.
Remove personal accessories and cards. Remove personal accessories such as phone cases, screen protectors, or decorative stickers, and detach SIM or memory cards before return.
Document the condition. Document the condition of the phone and its accessories through photographs or written notes before returning.
Back up your data. Save any photos, contacts, files, or app data you want to keep to a computer, cloud service, or external drive before erasing the phone.
Reset the phone. For an iPhone, go to Settings > General > Reset and then tap Erase All Content and Settings. This removes all personal data, accounts, and settings. If you only need to reset settings without erasing content, use Transfer or Reset [device] > Reset > Reset All Settings.
Package securely in the original box. Place the phone and all accessories back into the original packaging. If the original box is damaged or unavailable, use a sturdy box that prevents movement during transport.

Return the phone to a T-Mobile store

Locate a T-Mobile store. Use the store locator on the T-Mobile website to find the nearest retail location.
Bring your prepared package and receipt. Take the packaged phone, all original contents, and the original purchase receipt to the store.
Complete the return with a store representative. Tell the staff you want to return a phone. They will inspect the device to verify it is undamaged, in good working condition, includes all contents, and has no material alterations. After verification, they will process the refund to your original payment method or issue store credit, depending on the policy. You will receive a receipt or confirmation of the return.

Frequently Asked Questions

Can I return a phone after the 14- or 20-day window?

No. T-Mobile's return policy does not allow returns after 14 days from purchase in-store or 20 days from the ship date for delivered orders.

Can I return a phone that I've already used?

Yes, as long as it is within the return window, undamaged, in good working condition, includes all original contents, and has no material alterations to hardware or software.

Can I return a phone by mail instead of going to a store?

Standard returns must be made to a T-Mobile retail location. A mail return is only required if a return order has already been started for certain coverage devices. For a normal store return, do not mail the phone unless T-Mobile has provided a return shipping label and instructions.