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How do Bell equipment returns and refunds work?

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How to return Bell Mobility phones, tablets, smartwatches or mobile Internet devices

For newly purchased or for defective devices

If you recently purchased a Bell Mobility phone, tablet, smartwatch or mobile Internet device, and are not satisfied with it or it’s defective, you may exchange or return your device if you meet the following conditions:

  • You are within 15 days of your commitment start date.
  • The device is in a “like new” condition with all original packaging, manuals and accessories.
  • The usage meets the following requirements:
    • Monthly plan customers: You have not used the device excessively, in violation of our Responsible Use of Bell Services Policy.
    • Prepaid service customers: The device has not exceeded 30 minutes of voice usage or 50 MB of data usage.
  • The device was not purchased on clearance. A no return/no refund policy applies to all clearance devices.

Accessories

  • Defective accessories purchased within 30 days (from original purchase date) may be exchanged in store.
  • For accessory warranty claims exceeding 30 days from the date of purchase, please contact the manufacturer.
  • Promotional bundles: If you return an accessory that was included in a promotional bundle, you will be charged the current standalone price for the items you wish to keep.

You are responsible for all service charges incurred prior to returning the device. SIM cards and headsets cannot be exchanged or refunded once opened or activated. You can return up to two devices per subscriber on your account during the same 15-day return period.

If you are a person with a disability, the same conditions apply; however, you may return your device within 30 days of your commitment start date.


If you meet all the conditions, use following options to return your device:

If you purchased your Bell Mobility phone, tablet, smartwatch, mobile Internet device or accessories online:

  • Put your newly purchased device and all the manuals and accessories it came with into the original box and return it using the packaging we originally sent. If you no longer have the original packaging, use another suitable box with proper protection to ship your device back to us.
  • Once your device is packed up, print a return label  from the Canada Post website. Attach the return shipping label to the outside of the box.
    • If you are unable to print a label, visit any Canada Post outlet  and provide the following Post Return ID PR712963. The clerk will print the return label and process your return.
    • Please keep track of the return tracking number.
  • When you print your label from the Canada Post website, you will receive an email with the return shipping label and the tracking number.
  • Once completed, take the package to any Canada Post outlet . There is no need to call us. We will process the return and then send you a confirmation email (processing times may vary).
  • To avoid delays, do not return your Bell residential equipment (modem, TV receiver) in the same package as your Bell Mobility devices. Learn how to return Bell residential equipment.

If you purchased your Bell Mobility phone, tablet, smartwatch, mobile Internet device or accessories at a store:

  • Devices purchased in a store must be returned to the store where the purchase was made along with the original receipt.
  • Products purchased online or at a call centre cannot be returned to a store, even if that’s where the order was picked up.

For phones returned following a Smart/Phone Care replacement

Your replacement phone comes with a prepaid shipping label. If you no longer have the label to return your defective phone, please call 1 866 213-2143. Do not use the Canada Post option mentioned above, otherwise the return will not be processed correctly and you may incur non-return fees.


For phones returned through the Device Return Option

See what options are available to you if you chose the Device Return Option.


For phones returned following an in-warranty replacement

Your replacement comes with a prepaid shipping label for you to use your return equipment. If you no longer have it, please contact us. You cannot use any of the other return methods to return your device.


Important reminders before returning your phone, tablet or smartwatch

  • If you activated an eSIM on this device, please transfer the line back to your previous device so you can continue to use your Bell Mobility service. Learn how to transfer your service. If you have cancelled your line, please delete your eSIM.
  • Please reset your device to factory defaults to ensure it is clear of your personal information.

How to return Internet modems, Wi-Fi pods and TV receivers

To avoid delays in processing your return, do not include Virgin Plus Internet/Mobile or Bell Mobility equipment in the same package as your Bell residential equipment. Refer to the links below for instructions on returning each type of equipment.


When to return Bell equipment

  • Cancellation of one or all of your Bell services
  • In-warranty replacements or repairs, including Satellite TV DishCare claims*
  • Equipment upgrades*
  • Service removal when moving
  • Change from Bell Satellite TV to Fibe TV or vice versa

    *A prepaid shipping label is included in the box with your replacement equipment. If you can’t find it, follow the instructions below to get a replacement label.


Rental equipment could include any of the following:

  • Modems
  • Wi-Fi pods
  • TV receivers
  • Accessories such as remote controls, cables and power supply adapters

What happens if Bell Internet modems, Wi-Fi pods or TV receivers are not returned

Bell rental equipment that is not returned within 30 days will incur non-return fees. Learn more.


How to return Internet modems, Wi-Fi pods and TV receivers

Important: do not return your rental equipment to a Bell store.

To return your equipment as quickly as possible to Bell, simply follow the directions below:

  1. Visit the Bell equipment return portal to request a prepaid return shipping label. Depending on what you are returning, you will need your Internet and/or TV account number. Refer to the links below for instructions on returning each type of equipment.
  2. Once your request is submitted, you will receive an email with a scannable QR code that acts as your prepaid shipping label. If you have access to a printer, the email also contains a link to print out the shipping label.
  3. Package the equipment so that it can be shipped safely (a box is recommended).
  4. Bring the email with the scannable QR code to the shipper who will scan it and attach a shipping label (waybill) to your box.
  5. If you already have a shipping label or chose to print one, attach it to the outside of the box (packing tape is recommended).
  6. Drop off your package at the shipper listed on your shipping label:

When you print your label from the return portal, you will receive an email with the return shipping label and the tracking number.

Please note it can take 7-10 days from the time you sent your package for items to arrive at our warehouse and to be processed. If you were billed equipment non-return fees, it can take 1-2 bill cycles for the return to be credited and to appear on your bill.

How do refunds work at Bell

Method of refund

Only the account holder can request a refund.

We will refund your money in the same way that you paid.

Note: A no return/no refund policy applies to all clearance phones.


Bell account

  • If you billed your purchase to your Bell Canada account, the refund will appear on your next statement or on the one following, depending on your billing date.

Credit cards

  • The card used will be credited with the refund.
  • If a prepaid credit card was used, you will receive your refund by cheque.
  • If your card has expired, the credit will automatically be transferred to your new card. If you still don’t receive your credit, a letter from the credit card provider, stating that the credit wasn’t received, is required before a cheque can be mailed.

How long does it take?

It can take 3-4 weeks to receive a refund under normal circumstances.

Mobility: For mobile phones, PDAs, pagers, telephones or accessories, you’ll receive a refund 60 to 90 days after we receive and verify the items you’ve returned.

TV: The refund balance for a TV service is held for 60 days (2 billing cycles) following the final bill, as other charges may apply (video on demand, pay-per-view, etc.)

Internet and Home phone: The refund balance for a Home phone or Internet service is held for 30 days (1 billing cycle) following the final bill, as other charges may apply (usage, long distance charges, etc.)


Billing refunds

Non-return fee credit: If you have returned rented equipment after being charged the non-return fee, it takes up to two billing cycles from the date you returned the equipment to receive the credit.

Final bill balances: For balances between $10 and $500 on your final bill, we will mail a cheque to your mailing address on file within 90 days of the date of that bill. For balances of a different amount, please contact us to request that a cheque be mailed.

Overpayment: If you overpaid your account, contact your credit card company or financial institution immediately to reverse payment. Otherwise, the credit balance will carry over to next month’s bill, reducing the amount owing.