Returns Policy

AT&T offers a return policy for equipment and services purchased directly from AT&T through a corporate-owned AT&T retail store, over the phone from AT&T, and online from att.com.

 

Device Return Period

Consumers/Individual Responsibility Users - You have 14 days after purchase (or shipping date, if equipment is shipped) to return or exchange your device.

Corporate Responsibility Users under an AT&T business agreement – You have 14 days after purchase (or shipping date, if equipment is shipped) to return or exchange tablets. All other devices may be returned or exchanged within 30 days after purchase (or shipping date, if equipment is shipped).

 

Device Condition

All devices sent back to AT&T must be in like-new condition with no physical or water damage and in the manufacturer's original packaging.

You also must include original components including device, battery, charger, manual, unopened software, and a copy of the invoice or receipt. If anything is missing or device is not in like-new condition, your shipment may not be accepted. We cannot accept returns or exchanges for:

  • Closeout items
  • Cosmetic blemish items
  • Items not bought directly from AT&T including purchases from authorized AT&T dealers or retailers
  • Insurance replacement items – includes any items received as part of an AT&T Mobile Insurance claim
  • Gift cards

 

Service Cancelation

If you have signed an Agreement with a one-year or two-year service commitment, you have 14 days after purchase (or shipping date, if equipment is shipped) to cancel your service without incurring an Early Termination Fee (ETF). After the first 14 days, the ETF is either: (a) $325 minus $10 for each full month of your Service Commitment that you complete; or (b) $150 minus $4 for each full month of your Service Commitment that you complete. To determine whether your Equipment has a $325 ETF or a $150 ETF, check www.att.com/equipmentETF.

There is no ETF if you purchased your device through AT&T Next. If you cancel wireless service after the first 14 days, the remaining balance on your device becomes due.

 

How to Return or Exchange Your Device

If you bought the device at an AT&T retail store, return it to any AT&T retail store within the applicable return period.

If you bought the device online at att.com or over the phone from AT&T, mail the device back to AT&T or bring it to any AT&T retail store during the applicable return period.

Be sure to keep your tracking number. You can exchange equipment once within the applicable Return Period. If you bought a refurbished device and want to exchange it for a brand-new version of the same device, you will have to pay the price difference between the refurbished and new device. You'll also have to sign a new contract under the following conditions:

  • The price you paid for the original equipment was a term commitment price AND
  • The new equipment has a different Early Termination Fee than the original equipment, e.g., you exchange a basic phone for a smartphone.

The new contract term will restart from the date the new agreement is signed. This will be your new Service Commitment date. However, your service activation date (the date you signed your first contract) will not change for any purpose, including, but not limited to, applicable warranty period and calculating any early termination fees (ETF) you may be obligated to pay.

AT&T Next Purchasers

  • Returns– customers can return the product by mail or to an AT&T retail store.
  • Exchanges – customers can bring the device to any AT&T retail store during the applicable return period. AT&T cannot accept AT&T Next exchanges by mail.

 

Returns

Consumers/Individual Responsibility Users
Device & Accessory Returns

Days After Purchase

Amount of Refund

Fees, Except Where Prohibited

0-14 days

Full refund less any applicable fees

Device restocking fee: up to $35

Apple devices: No restocking fee if device returned unopened

Accessory restocking fee: 10% of purchase price for accessories $200 and over

15 days or more

Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished devices carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple devices: Refund subject to Apple warranty policy. New Apple branded equipment covered by the Apple one-year Limited Warranty. Refurbished Apple branded equipment covered under the Apple original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.

 

AT&T Early Termination Fee:

Smartphone: $325 minus $10 for each full month you complete under the service commitment

Basic Phone, Mobile Hotspot, USB Modem: $150 minus $4 for each full month you complete under the service commitment

Gaming and other devices without a service commitment: None

Other fees: Subject to manufacturer warranty policy

Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on devices, please refer to the warranty information that came with your device.
For warranty claims on Apple branded equipment, please refer to www.apple.com/support/oss for details.
For more information on Early Termination Fee (ETF), please refer to www.att.com/equipmentETF.

 

Consumers/Individual Responsibility Users
Tablet Returns

Days After Purchase

Amount of Refund

Fees, Except Where Prohibited

0-14 days

Full refund less any applicable fees

Tablet restocking fee: 10% of purchase price

Apple tablets: No restocking fee if device returned unopened

15 days or more

Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished tablets carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple devices: Refund subject to Apple warranty policy. New Apple branded equipment covered by the Apple one-year Limited Warranty. Refurbished Apple branded equipment covered under the Apple original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.

 

Tablets purchased with a service agreement on and after 11/9/2012: $150 minus $4 for each full month you complete under the service commitment*

Tablets without a service contract: None

Other fees: Subject to manufacturer warranty policy

Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on tablets, please refer to the warranty information that came with your device.
For warranty claims on Apple branded equipment, please refer to www.apple.com/support/oss for details.
For more information on Early Termination Fee (ETF), please refer to www.att.com/equipmentETF.
*If you purchased your tablet before 11/9/2012 see your Customer Service Agreement for your Early Termination Fee.

 

Corporate Responsibility Users
Device & Accessory Returns


Days After Purchase

Amount of Refund

Fees, Except Where Prohibited

0-30 days

Full refund less any applicable fees

Device restocking fee: up to $35

Apple devices: No restocking fee if device returned unopened

Accessory restocking fee: 10% of purchase price for accessories $200 and over

31 days or more

Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished devices carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple devices: Refund subject to Apple warranty policy. New Apple branded equipment covered by the Apple one-year Limited Warranty. Refurbished Apple branded equipment covered under the Apple original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.

 

AT&T Early Termination Fee:

Smartphone: $325 minus $10 for each full month you complete under the service commitment

Basic Phone, Mobile Hotspot, USB Modem: $150 minus $4 for each full month you complete under the service commitment

Gaming and other devices without a service commitment: None

Other fees: Subject to manufacturer warranty policy

Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on devices, please refer to the warranty information that came with your device.
For warranty claims on Apple branded equipment, please refer to www.apple.com/support/oss for details.
For more information on Early Termination Fee (ETF), please refer to www.att.com/equipmentETF.

 

Corporate Responsibility Users
Tablet Returns


Days After Purchase

Amount of Refund

Fees, Except Where Prohibited

0-14 days

Full refund less any applicable fees

Tablet restocking fee: 10% of purchase price

Apple tablets: No restocking fee if device returned unopened

15 days or more

Return directly to manufacturer. Refund subject to manufacturer warranty policy as follows: Refurbished tablets carry a warranty from the manufacturer of 90 days after purchase date. New devices carry a warranty of 1 year after purchase date.

Apple tablets: Refund subject to Apple warranty policy. New Apple branded equipment covered by the Apple one-year Limited Warranty. Refurbished Apple branded equipment covered under the Apple original Limited Warranty and will have at least 90 days or more remaining under warranty when sold.

iOS-Specific Online Customer Instructions: Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. It is vital to complete this process in order to prevent a reduction of the refund amount for your device. For instructions on how to disable or remove any security features from your device click here.

 

Tablets purchased with a service agreement on and after 11/9/2012: $150 minus $4 for each full month you complete under the service commitment*

Tablets without a service contract: None

Other fees: Subject to manufacturer warranty policy

Cosmetic blemish items are considered closeout items and are not eligible for return or exchange.
For warranty claims on tablets, please refer to the warranty information that came with your device.
For warranty claims on Apple branded equipment, please refer to www.apple.com/support/oss for details.
For more information on Early Termination Fee (ETF), please refer to www.att.com/equipmentETF.
*If you purchased your tablet before 11/9/2012 see your Customer Service Agreement for your Early Termination Fee.

Mail Your Return

Make a copy of the invoice or receipt and keep original for your records. Remove confidential, proprietary, or personal information from device. Visit att.com/devicesupport for instructions. Pack in the manufacturer’s original packaging. Include original components including device, battery, charger, manual, unopened software, and a copy of the invoice or receipt. If anything is missing or device is not in like-new condition, your return may not be accepted. Locate prepaid return label that came with the original shipment and affix to box. If you cannot locate the prepaid label, call customer care and a representative will be happy to assist you. Mail via USPS mail. You'll receive an email notification when package has been received at our warehouse. Depending on the reason for return, shipping charges may apply.

Customers who need to exchange an AT&T Next device should go to the nearest AT&T store.

 

FAQs

Who is an Individual Responsible User?
An Individual Responsible User (IRU) is an employee who subscribes to service individually and assumes financial responsibility for his/her wireless account, but whose account is "attached" to his/her employer's Foundation Account Number (FAN) in order to receive certain benefits (such as specialized business customer service).

Who is a Corporate Responsible User?
A Corporate Responsible User (CRU) is an employee receiving service under a corporate account for which his or her employer has financial responsibility.

I have an AT&T Next device, how do I return my device?
Customers can return the device at any AT&T retail store or by mail. Please follow the “Return by Mail” instructions above. If you need to exchange your device, go to the nearest AT&T retail store. AT&T can only process exchanges at the retail store.

How do I cancel service?
Call the number on your invoice or receipt to cancel service. Early termination fees may apply. See Returns by Device. AT&T will refund any activation fee you might have paid if you cancel service within three days of activation. Please note that you may have to return any handsets and accessories purchased with the service before service can be canceled.

How do I get my refund for a return?
Your refund for a return will be made through the original payment method (credit, debit, check, etc.) and may take up to two months. Any rebates that were part of original purchase will be voided. We may also reduce the amount of the refund for restocking fees or shipping charges. For more information about fees that might affect refunds, see Returns by Device.

What if I paid a security deposit?
If you paid a security deposit, it may take up to two billing cycles to be reimbursed. AT&T will deduct any charges for service used on the account before the service termination date.

What about credit on GoPhone® prepaid phones?
Funds deposited into a GoPhone account are not refundable or redeemable for cash or credit during or after the 14-day return period. Pay As You Go refill cards, PINs, or other funds are not refundable or redeemable for cash or credit.

What about credit on AT&T Wireless Home Phone Prepaid device?
Funds deposited into a Wireless Home Phone account are not refundable or redeemable for cash or credit during or after the 14-day return period. Refill cards, PINs, or other funds are not refundable or redeemable for cash or credit.

What if I have more questions about returns?
Please contact customer care and a representative will be happy to assist you.

 

Legal disclaimer

AT&T reserves the right to reject equipment returns that do not comply with the Return Policy. Please remove any confidential, proprietary, or personal information before returning your equipment. AT&T is not responsible for information left on returned equipment or devices.

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