To return an Asurion phone, use the prepaid return kit that arrives with your replacement device and send the old phone back within the timeframe stated in your contract or claim paperwork. This return is part of the insurance claim process, not a general product return, and the instructions are tied directly to the replacement you received.
When you need to return an Asurion phone
You need to return your old phone when you file an insurance claim through Asurion and receive a replacement device. This is not a standard store return or a change-of-mind return; it is a requirement of your protection plan. The return materials, a prepaid return label and return packaging, are included inside the box with your replacement phone.
What arrives with your replacement device
Inside the replacement box, Asurion includes a prepaid return label and return packaging specifically for sending back your damaged or lost device. These materials are the only ones you should use for the return. Do not use any other box or label unless instructed by Asurion customer service.
Prepare your phone before you ship it
Before packing the device, follow these preparation steps to protect your data and comply with Asurion’s requirements:
- Back up your data if the phone still works. Use your phone’s built-in backup feature (iCloud for iPhone, Google Drive for Android) or a computer to save photos, contacts, and files.
- Perform a factory reset to erase all personal information from the device.
- Remove the SIM card from the phone. Keep it for use in your replacement device.
- Take off all accessories and cases, including screen protectors, popsockets, and any attached covers. Only the phone itself should be returned.
Pack and ship the device
Place only the phone into the prepaid return packaging that came with your replacement. Do not include chargers, cables, earphones, or any other accessories. Attach the prepaid return label to the outside of the package. Drop the package off at an authorized shipping location for the carrier indicated on the label (typically UPS or FedEx). Keep the receipt or tracking number for your records.
Return deadlines and what happens next
Asurion requires the old device to be returned within 10-15 days of receiving the replacement, depending on the terms in your contract or claim paperwork. This deadline applies even if the phone is severely damaged, cracked, or non-functional; returned devices are used for parts recovery and environmental recycling. If you do not return the phone within the allowed window, you may be charged a non-return fee. Check your plan documents for the exact amount, as it varies by carrier and plan. The Asurion UK protection guide says the device must be returned within 14 days of claim acceptance and may require removing an eSIM or uninstalling apps that prevent data removal, but that applies to that UK plan, not the US guidance shown above.
What if you find a lost device after getting a replacement?
If you filed a claim for a lost phone and later find the original device, return it immediately using the same preaddressed, prepaid return mailer that came with your replacement. The replacement phone now belongs to you, and the found device must be sent back to Asurion. Do not keep both phones. If the lost device is later found, Asurion says to return it immediately using the preaddressed, prepaid return mailer included with the replacement device.
When to contact Asurion customer service
Contact Asurion customer service if your replacement box did not include the prepaid return label or packaging, if you have questions about your specific return deadline, or if you want to check whether a local uBreakiFix by Asurion store accepts in-store returns. For Verizon insurance claims, you can reach Asurion at (888) 881-2622 or manage your claim through “Manage Device” in My Verizon. Asurion’s general contact page provides help links for claims, repairs, and support, but does not list a single universal phone number for every plan. Some locations may accept returns at uBreakiFix by Asurion stores, but this is not guaranteed everywhere, so call your local store or customer service to confirm. If you need to file a new claim or start the replacement process, do so online at Asurion’s website or through your carrier’s portal, as the return is always part of the claim process.
Frequently Asked Questions
Do I need to include the original box or accessories when returning the phone?
No. Asurion instructs you to return only the device itself. Do not include chargers, cables, cases, or the original product box. Accessories and cases should be removed before shipping.
Can I use my own shipping box instead of the one Asurion provided?
Asurion specifies that you should use the prepaid return packaging that came with your replacement device. If you lost or damaged that packaging, contact Asurion customer service for a replacement mailer or further instructions.
What happens if I miss the return deadline?
If you do not return the old phone within the 10-15 day window, you may be charged a non-return fee. The exact amount depends on your carrier and plan terms. Check your contract or claim paperwork for details.
Will I get a refund for returning my damaged phone?
No. The return is a requirement of your insurance claim, not a purchase return. You do not receive a refund for sending back the damaged device; the replacement you already received is your benefit under the plan.
Can I return the phone at a uBreakiFix store instead of shipping it?
Some uBreakiFix by Asurion locations may accept returns, but this is not available everywhere. Contact your local store or Asurion customer service to confirm whether in-store returns are an option in your area.
What if my phone is completely destroyed and won’t turn on?
You must still return the device, even if it is severely damaged, cracked, or non-functional. Asurion uses returned devices for parts recovery and environmental recycling. Prepare it by removing the SIM card and any accessories, then place it in the prepaid mailer as usual.
For the wider topic, see Verizon and prepaid plan options.
