T-Mobile allows returns within 20 days for online and phone purchases, or 14 days for in-store purchases, provided items are in original packaging with all contents undamaged and you have your receipt. Free return shipping is available for eligible items.
How returns work
You can return items either in person at a T-Mobile retail location or by mail. To return by mail, contact T-Mobile to request a Return Authorization and obtain a prepaid shipping label. In both cases, your device must be in its original packaging with all contents undamaged, and you must provide your receipt.
Exclusions and restrictions
Prepaid services, e-coupons, and gift cards are not refundable. Limited edition devices purchased at Costco may not be refunded or exchanged. Devices returned in damaged or altered condition may result in repair cost charges, full retail price charges, device operation prevention, or refusal of service cancellation. Exchanges are subject to restocking fees based on the device's Full Retail Price.
Refunds
T-Mobile's published policy does not specify the timing or method by which refund money is returned to you after an approved return.
Frequently asked questions
How many days do I have to return something to T-Mobile?
The return window depends on where you purchased. Online and phone purchases have 20 days from the ship date. In-store purchases at a standard T-Mobile retail location have 14 days. If you bought your device at Costco, you have 90 days to return it.
Can I return an online T-Mobile order to a store?
Yes. You can return items purchased online at a T-Mobile retail location instead of shipping them back. You must still have your receipt and the device must be in original packaging with all contents undamaged.
Is return shipping free?
Yes. T-Mobile provides a prepaid shipping label so you do not pay for return postage when you ship a device back by mail.
Do I need my receipt to return something?
Yes. You must provide your receipt when returning an item to T-Mobile, whether you return in store or by mail.
What happens if I return a device that is damaged?
If your device is returned damaged or altered, T-Mobile may charge you for repair costs or the full retail price of the device. T-Mobile may also prevent the device from operating or refuse to cancel your service.
Are prepaid phone plans refundable?
No. Prepaid services are not refundable according to T-Mobile's policy.
Can I exchange a device instead of returning it?
Yes. Exchanges are allowed within the standard return window if you return all original contents undamaged in original packaging. Restocking fees will apply based on the device's Full Retail Price.