To return T-Mobile Home Internet equipment, you have two options: mail it back using a prepaid shipping label or drop it off at a T-Mobile store. The critical deadline to avoid a non-return fee depends on when you canceled, either 14 days after a standard cancellation or 45 days after canceling during the 15-day Test Drive.
How to return T-Mobile home internet equipment: an overview
You can return your equipment by mail or in person at a T-Mobile store. After you cancel your Home Internet line, T-Mobile automatically generates a prepaid return shipping label and sends it to your email address. You must return the T-Mobile Home Internet gateway and any mesh Wi-Fi extender, including the power adapter. Regardless of which method you choose, the clock starts ticking on the return window the day you cancel.
Know your return window
There are two distinct deadlines. If you cancel a standard Home Internet line, you have 14 days to return your equipment. If you cancel during the 15-day Test Drive, you have 45 days from cancellation to return the equipment. CONFLICT: One official T-Mobile support page states equipment must be returned within 14 days after cancellation, while another official T-Mobile support page and other sources state 45 days for cancellation or exchange, and specifically for the 15-day Test Drive. If you cancel during the 15-day Test Drive, you must return your equipment within 45 days of cancellation. Meeting your specific deadline is the only way to avoid the non-return fee.
How the mail return process works
After cancellation, a prepaid return shipping label is automatically generated and sent to your email address. Package the gateway, any mesh Wi-Fi extender, and the power adapter securely. Equipment can be returned by mail using the prepaid label, typically by dropping it off at a UPS store. No additional postage or steps are needed once the package is handed over to UPS.
How to return equipment to a T-Mobile store
You may also return the device to a T-Mobile store, even if a mail-in return has already been initiated. When returning to a store, bring the device, all accessories, and any original content. The store will process the return and provide a receipt as proof.
Fees to avoid when returning your device
If you miss the return deadline, you may be charged a non-return fee of up to $370 plus tax. Failure to return equipment on time may result in a non-return fee of up to $370 plus tax. Additionally, if the returned equipment has excessive damage, a one-time charge of $79 may be applied. Damaged equipment may result in additional charges, including a one-time charge of $79 for excessive damage. Returning everything on time and in good condition prevents both charges.
What happens after you return your equipment
T-Mobile inspects the returned equipment for completeness and damage. If a credit balance remains 30 days after your final bill, a refund may be automatically issued. For Test Drive cancellations, if a credit balance remains after the bill credit is applied, it may be paid out after 30 days via a Prepaid MasterCard from North Lane to the billing address on file.
Frequently Asked Questions
What is the T-Mobile Home Internet Test Drive?
T-Mobile offers a 15-day "Test Drive" for Home Internet, allowing new and existing customers to try the service and receive a one-time bill credit for service charges if they cancel within 15 days of activation. You then have 45 days to return the equipment.
How long does it take to get a refund after returning equipment?
For Test Drive cancellations, the refund may come as a Prepaid MasterCard from North Lane.
What if I lost the prepaid return shipping label?
Contact T-Mobile customer support to request a new label. The label is automatically generated and sent to your email after cancellation, so also check your spam or junk folder.
Can I return equipment if I already started a mail-in return?
Yes. You can still return the equipment to a T-Mobile store even after a mail-in return has been initiated. Just bring the device, all accessories, and any original content.
What happens to my T-Mobile purchases and billing after I return the equipment?
Once the return is processed and any credit balance is resolved, your account for that line is closed. Any remaining credit balance is handled according to the refund timeline described above.
