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How do Bell equipment returns and refunds work?

Important Reminder:

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. Sending the wrong type of equipment will cause delays that may incur non-return fees.

When to return Bell residential 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

How to return Internet modems, Wi-Fi pods and Fibe and Satellite TV receivers for customers in Ontario and Quebec

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.

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:

If you already have a prepaid shipping label:

  1. Attach it to the outside of the box (packing tape is recommended).
  2. Drop off your package at the shipper listed on your shipping label:

If you don't have a prepaid shipping label:

  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.

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.

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 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.