How do Bell Mobility returns and refunds work

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, use the enclosed return waybill or, if you did not receive a waybill, 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).
  

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 in order to return your equipment. If you no longer have it, please contact us. You cannot use any of the other return methods to return your device.

For phones returned through the Bell Mobility Trade-in program

If you traded in your phone online, your trade-in email comes with a prepaid shipping label for you to use in order to return your 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.