How do returns and refunds work?

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Return policy for Bell Mobility customers

Returns policy

Note: In response to COVID-19, Bell is temporarily extending its return window to help support Canadians.

60 days for customers with accessibility needs
30 days for all other Mobility customers

At Bell, we want to be sure you’re happy with your device. If you’re not completely satisfied, you may exchange or return your device if you meet the following five conditions:

You return the device within 15 days of your commitment start date.
If purchased at a store, you return the device and original receipt to your purchase location. If purchased online, you return the device via mail.
The device is in “like new” condition with all original packaging, manuals and accessories included.
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.
You did not get it on clearance. A no return/no refund policy applies to all clearance devices.

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.

Learn how to return your device

Return policy for accessories purchased from Bell

If you’re not completely satisfied with your purchase, you may exchange or return your device if you meet the following three conditions:

You return the accessory within 15 days of the original purchase or delivery (if shipped to you) for a refund or exchange, excluding headsets and earpieces, which cannot be returned for health and safety reasons.
If purchased at a store, you return the accessory with its original receipt to your purchase location. If purchased online, you return the device via mail.
Each accessory must be returned in “like new” condition and in the original packaging with all the components included at purchase.

Important:

Promotional bundles group multiple accessories together in a combo or package. For accessories purchased in a promotional bundle, if you decide to return items included in a bundle, you will be charged the current standalone price for the items you wish to keep.
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.

Learn how to return your accessory

Returning your Bell Mobility device

Before returning your Bell Mobility device, please reset it to factory defaults to ensure it is clear of your personal information.

Learn how:

To return a newly purchased device

Online orders

If you purchased your device online, please follow the steps below to return it, regardless of how you received it (shipped to you or picked up from a store). Items purchased online cannot be returned to a store.

Put your 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 packaging we sent your device in, use another suitable box with proper packaging protection to ship your device back to us.
Important: please follow our instructions on how to safely ship your device or battery.
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. What does a return label look like?
- 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 returning shipment.
- If you are a Smart/Phone Care customer and need to do a return, please use the enclosed waybill that you received with your shipment. If you no longer have your waybill, please call 1 866 213-2143.
- Important: if you are returning a device at the end of your Device Return Option commitment period, do not use the return shipping label for the new device to return your old one. To ensure we can process your return, only use the shipping label provided when you submit your online Device Return Option return request. Or visit any Bell or The Source store.
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).

In-store orders

Devices purchased in a store must be returned to the store where the purchase was made. Products purchased on bell.ca cannot be returned to a store, even if that’s where the order was picked up.

To return a device after your Device Return Option commitment period ends

If you have upgraded your device or your commitment period has ended within the last 30 days, you can return your device in store or submit a return request online and ship the device to us.

In store

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

You may return your phone at any Bell store or The Source
The device will be inspected within minutes, and you'll know the outcome of the return immediately
The value of the phone is guaranteed
You can easily explore all your options, whether you return your device as a Device Return Option, trade your device in with a bonus, or keep the device and add another line

Online

You have two options:

Option 1: Select the link in your device upgrade order confirmation email.

Option 2: 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.

Important: if your new device was shipped to your home, do not use the return shipping label for the new device to return your old one. To ensure we can process your return, only use the shipping label provided when you submit your online Device Return Option return request.

For more details on returning your device, visit bell.ca/devicereturn

To send us your trade-in device

Shop for a new phone or upgrade to a new one in MyBell.
Complete and submit your online trade-in order.
- You can also access the online trade-in portal from the order confirmation email that you receive.
Download and print the shipping label in the online trade-in portal to ship your trade-in device to Bell.
- The shipping label is also sent to the email address that you provided during the online trade-in order.
Package your phone in a suitable box and affix the shipping label to the outside of the box.
Take the package to any Canada Post outlet. There is no need to call us. We will process the trade-in and then send you a confirmation email.

Returning your Internet modems, Wi-Fi pods and TV receivers

Internet modem, Wi-Fi pods and TV receivers

If you haven’t already contacted Bell to cancel your service, please call 1 866 310-BELL (3255) before you return your rental equipment. Returning your rental equipment does not cancel your service. If you do not return your rental equipment within 30 days, an equipment non-return fee may be charged to your account for each piece of rental equipment outstanding.

Simply follow the directions below to return your rental equipment to Bell.

Visit the Bell equipment return portal to print a postage-paid return shipping label:
- Find your Internet account number (b1 number).
- Find your Fibe or Satellite TV account number.
Package the equipment so that it can be shipped safely (a box is recommended).
Rental equipment could include any of the following:
- Internet modem and its power supply adapter:
- Internet Wi-Fi pods
- TV receivers
- TV accessories such as remotes, cables, power supply adapters, SmartCards and dishes (if applicable)
Affix the return shipping label you printed to the outside of the box.
Drop off your package at the appropriate location depending on the shipper listed on your shipping label:

Purolator drop-off locations
You can also arrange a Purolator pick-up by calling the number found on the return label or downloading the Purolator app on your mobile device.
Canada Post outlets

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 to cancel a service

To cancel your Bell Mobility service after it’s been activated, call 1-800-667-0123.
To cancel your Bell Home phone service after it’s been activated, call 1 866 310-BELL (310-2355).
To cancel your Bell Internet service after it’s been activated, call 310-SURF (7873).
To cancel your Bell Satellite TV service, call 1-888 SKY DISH (759-3474).

Refunds

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.

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.

Final bill

Your final bill will arrive within 40 days after the cancellation of your services. Your final bill may include the following items:

Final regular monthly charges
If your service is cancelled (by you or by Bell) in the middle of a billing period, you will receive a prorated refund for monthly fees billed at the beginning of the billing period that apply to the period after the cancellation of your services.
Early cancellation fees (if applicable)
If you are cancelling your Bell services and you are still within the contract period, you may be subject to early cancellation fees. The amount depends on the service, and will be added to your final bill. For details, please refer to the Bell Terms of Service (PDF).
Credit balance (if applicable)
For balances between $10 and $500 on your final bill, we will mail a cheque to your preferred mailing address 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.

How to ship mobile devices and/or lithium batteries

All Bell Mobility devices (smartphones, tablets, etc.) use lithium batteries. Thus, special precautions must be taken when returning a mobile device and/or battery, especially if the battery is damaged. Depending on the device, the lithium battery is either removable or non-removable from the device.

In Canada, the shipping of lithium batteries is subject to the Transportation of Dangerous Goods (TDG) Act, which is regulated by Transport Canada. Lithium batteries are used in many electronic devices such as mobile phones, laptop computers, tablets, cameras, medical equipment and power tools, etc.

When you ship lithium batteries, including those contained in or packed with devices and equipment, you must meet shipping requirements and declare package contents to postal carriers, couriers or transport companies.

If you are returning a product with a lithium battery, you need to visually inspect it based on the below criteria to determine if the battery is damaged:

broken (e.g., damaged or heavily deformed outer casing; melted wires)
crack or rupture of the plastic
leaking or venting (emits abnormal gas smell)
any discoloration
swelling (bulge or bump)
unusual overheating (more than lukewarm even in off mode)
recalled battery
battery is inaccessible (damage to the electronic unit)

If you have a damaged battery without a device:

Please recycle the damaged battery locally at a waste management site. Do not return the damaged battery to Bell.

If you have a damaged battery with a device:

If you are returning a device with a damaged battery, request a damaged battery shipping kit by calling 1 866 310-BELL (2355).
Once you receive the damaged battery shipping kit, follow the packaging instructions included in the kit.
Attach the prepaid Purolator return waybill to the shipping box that is included in the kit.
Fill out the Shipping Document (Bill of Lading) that is included in the kit. Without this form, your shipment will not be accepted by the courier.

Learn more about shipping a damaged battery with a device (PDF 117.56 KB)

If you have a non-damaged battery without a device:

You can use the shipping carton you received from Bell with your recently ordered mobile device, and use it for your return. Dangerous goods stickers are on the original shipping carton; please ensure both stickers are visible for the return. Ship via ground shipping only.
If you no longer have the original shipping carton, please request a non-damaged battery shipping kit by calling 1 866 310-BELL (2355).
If you no longer have the original manufacturer’s packaging, place each battery in a storage bag (e.g., a 2 mm thick resealable ziplock bag) and seal the bag.
Do not place more than two batteries in the shipping carton.
Ensure each battery is secured inside the shipping box so that the battery does not move during transport.
Attach the prepaid return waybill to the shipping carton and write “Exempt TDGR SP 34” on the waybill.

If you have a non-damaged battery with a device:

Insert the battery into the device and ensure the device is powered off.
You can use the shipping carton you received from Bell with your recently ordered mobile device, and use it for your return. Dangerous goods stickers are on the original shipping carton; please ensure both stickers are visible for the return. Ship via ground shipping only.
If you no longer have the original shipping carton, please request a non-damaged battery shipping kit by calling 1 866 310-BELL (2355).
If you no longer have the original manufacturer’s packaging, place each device with a battery in a storage bag (e.g., a 2 mm thick resealable ziplock bag) and seal the bag.
Attach the prepaid return waybill to the shipping carton and write “Exempt TDGR SP 34” on the waybill.

Learn more about shipping a non-damaged battery with a device (PDF 115.1 KB)