Device Return Option: when your agreement ends

If you opted in to the Device Return Option (DRO) program when you bought your phone, you have two choices when your 2-year term ends. You can either return your device in good working condition, or keep it and pay back the Device Return Option Deferred Amount. This also applies if you cancel your service before your term is up.

If you choose to keep your smartphone, the Device Return Option Deferred Amount will be automatically applied to your bill as per below.

To view your specific deferred amount, please refer to your Service Agreement, which you can view by logging in to MyBell.

You can return your smartphone in good working condition at a Bell store or online.

If you're looking to return your phone for reasons other than the Device Return Option, please review the process to return your Bell Mobility device.

Return in store

Returning your phone in-store will provide you the best customer experience for the following reasons:

• You will be able to explore all options available to you with an in-store representative, whether you are returning your phone with the Device Return Option, make a trade-in with bonus, or keep the phone and add another line.
• The phone will be inspected in-store within minutes and you will know the outcome of the inspection on the return immediately.
• The value of the phone is guaranteed

To return in store, simply go to your nearest Bell store and speak with a representative.

Return online

If you have upgraded your device or your commitment period has ended within the last 30 days, you can submit a return request online. Important: if your new device was shipped to your home, please do not use the return shipping label that was included in the box to return your device. You will need to use the specific link for Device Return Option.

Important: Due to a potential Canada Post work stoppage, returns for the Device Return Option will be shipped by Purolator. If you do not have Purolator at your location, please visit a Bell store or wait until the Canada Post work stoppage is over.

There are two ways to find the link to use to return your phone:

• Select the link in your device upgrade order confirmation email.

Or

• Log in to MyBell and select the Device Return Option banner.
  
  Note: the banner may take 1-2 days to appear in MyBell after you upgrade your device or your commitment period ends. After submitting your request online and receiving a preliminary quote, you must ship your phone to Bell for final evaluation using a prepaid shipping label that will be emailed to you.

How will I know if my phone is eligible for return?

• In store: A representative can immediately assess your phone's eligibility based on the "good working condition" requirements. If you are enrolled in a Smart/Phone Care plan, your phone is exempt from meeting the physical "good working condition" requirements and will automatically be eligible for return. Customers in Manitoba and Saskatchewan are not eligible for exemption and must meet all of the "good working condition" requirements.

• Online: You'll be asked to answer six questions about the condition of your phone. Your answers are subject to verification by a Bell technician once you ship your phone to us. If you are enrolled in a Smart/Phone Care plan, your phone is not subject to validation and is automatically eligible for return, provided all activation/security locks for the phone are turned off and no longer linked to your associated cloud account; and your phone PIN/password, facial recognition and fingerprint lock are removed. Customers in Manitoba and Saskatchewan are not eligible for exemption and must meet all of the "good working condition" requirements.

What happens after I return my phone?

• In store: You'll receive a confirmation receipt and the Deferred Amount will be credited to your Bell Mobility account within 1-2 billing cycles.

• Online: After submitting your request online, you must ship your phone to Bell for evaluation using the prepaid shipping label provided. We'll also email you a copy of the shipping label. Once we receive your phone and verify its eligibility for return, the Deferred Amount will be credited to your Bell Mobility account within 1-2 billing cycles.

What happens if my phone is not considered to be in "good working condition"?

• In store: The representative will let you know why your phone is not eligible for return and you'll be required to pay the Device Return Option Deferred Amount as it becomes due on your bill.

• Online: You will receive an email with the final evaluation results and the reasons for not meeting the "good working condition" requirements. You'll be required to pay the Device Return Option Deferred Amount as it becomes due on your bill.

I misplaced the prepaid shipping label for returning my phone. How can I get another one?

• Online: You have two options:

  1. A copy of the prepaid shipping label was sent to the email address that you used to submit your return request. Once you find the email, print and use the shipping label to ship your phone.

OR

1. Log in to MyBell,

2. Go to the Overview or Device page, and select Track my device return request.

3. Once you have logged in, select Print pre-paid shipping label and use it to ship your phone.

Important: if you have recently purchased a new device, please do not use the return shipping label that was included in the box.

Your iPhone must meet the following requirements to be eligible for return:

• You own the device (lost/stolen devices will not be accepted)
• The device meets the good working condition criteria:
• It powers on and navigates properly to the home screen
• Keyboard and/or touchscreen is responsive and functions properly
• Display and body of the smartphone are free of any visible chips, cracks, and missing parts
• Battery and battery cover are included
• The Find My iPhone Activation Lock function is turned off and no longer linked to your Apple ID (iCloud account):

For all Android devices, to turn off Activation Lock Protection on your device:

1. Open Settings.
2. Touch Accounts.
3. Touch the Google account that you would like to remove (please make sure to remove all Google accounts).
4. Touch Remove Account

To turn off Activation Lock Protection from another device or web browser:

1. Log in to your Google account.
2. Go to Device activity & notifications under Sign-in & security.
3. Select Review devices under Recently used devices.
4. Select the device you wish to remove from your Google account and select the red Remove button next to Account access.
5. In the confirmation window, select Remove.
6. A confirmation window will show that the access has been removed from your device.
7. To confirm, you can check the list of recent phones. The selected phone will show “Access removed.”

For Samsung phones, remove all Google accounts as described above, AND:

1. Open Settings.
2. Touch Biometrics and Security.
3. Touch Find My Mobile.
4. Scroll to Reactivation Lock, and if it is on touch the slider to turn it off.
5. Enter the Samsung account password, then touch CONFIRM.

Reset your Android phone to the original factory settings

1. Open Settings.
2. Touch System, and expand by touching Advanced.
3. Touch Reset options.
4. Touch Erase all data (factory reset).
5. Touch Erase all data.
6. Enter your PIN, if prompted.
7. Touch Erase all data.

Additional details

• Additional details on Samsung Galaxy phones 
• Additional details on LG phones 
• Additional details on Motorola phones 
• Additional details on Huawei phones 

Note: if you have the Smart/Phone Care plan on your account at the time of device return, you will be exempt from the requirement to return your phone in good working condition as long as your phone powers on and navigates properly to the home screen, and any activation locks are turned off. Customers in Manitoba and Saskatchewan are not eligible for exemption and must meet all of the “good working condition” requirements.

If your smartphone does not meet this criteria or if the 30-day return period has ended, you will not receive an offsetting credit for the Device Return Option Deferred Amount (in accordance with your Device Buyback/Deferral Option agreement).

We recommend performing the following steps before returning your phone to any Bell store or The Source, or submitting a return request online.

• Back up any personal data that you want to keep, such as contacts, emails, documents, pictures, videos and music. The phone cannot be given back to you once it has been returned to Bell.
• Remove any memory cards (if applicable).
• Delete all personal data by resetting the phone to the factory default settings. If you’re not sure how to do this, a Bell representative can help you reset your phone in store.
• Ensure the battery is charged so that we can evaluate the phone’s condition.
• Disable all security features, PINs, swipe and security codes, and remove accounts.

How to perform a factory reset

iPhone:

1. Touch Settings.
2. Touch General.
3. Touch Reset.
4. Touch Erase All Content and Settings.

Android phones:

1. Open Settings.
2. Touch System, and expand by touching Advanced.
3. Touch Reset options.
4. Touch Erase all data (factory reset).
5. Touch Erase all data.
6. Enter your PIN, if prompted.
7. Touch Erase all data.

For online requests: ensure to only use the prepaid shipping label that is emailed to you with the confirmation of your return request. Important: if you have recently purchased a new device, please do not use the shipping label that was included in the box.

If your device does not power on, we will require you to provide your device’s IMEI number. There are a few ways to find the IMEI:

1. Log in to MyBell and check your original Activation Agreement.
   1. In MyBell, go to the Overview
   2. Select View my Bell Mobility agreement(s).
   3. Open and view the agreement associated with your device.
   4. The IMEI is listed under Your Device Details.
2. Look on the original manufacturer’s box/packaging that came with your device.

If you are unable to find your device’s IMEI number, we can assist you in a Bell store or at 1 800 667-0123.

Frequently asked questions