Skip to main content
Personal
Small Business
Medium & Large Business
Bell email
Bell Stores

Bell Stores

Filter store by
Find stores
  • Find a store
  • Book an appointment
ON
FR
Billing and payments
Home
  • Stores
    • Bell Stores

    • Book an appointment

  • Shop Shop
    • Mobility
        • Why Bell
        • Our network
        • Devices
        • Bring your own device
        • Plans
        • Prepaid
        • Accessories
        • Connected things
        • Promotions
        • Travel
    • Bundles
        • Popular bundles
        • Build your own
        • Promotions
    • TV
      • Fibe TV

        • Why Bell
        • Programming
        • Hardware
        • Fibe TV app
        • 4K
        • Promotions
      • Alt TV

        • Why Bell
        • Hardware
      • Bell Satellite TV

        • Why Bell
        • Programming
        • Hardware
      • What's on

        • Live
        • On demand
        • Premium entertainment
        • Crave
        • Free previews
    • Internet
        • Why Bell
        • Packages
        • Wi-Fi
        • Fibre
        • Features
        • Promotions
    • Home phone
        • Packages
        • Long distance
        • Features
    • Smart Home
      • Smart Home

        • Why Bell
        • Packages
        • Devices
      • Medical Alert

        • Medical Alert service
    • Promotions
    • Mobility

      • Why Bell
      • Our network
      • Devices
      • Bring your own device
      • Plans
      • Prepaid
      • Accessories
      • Connected things
      • Promotions
      • Travel
    • Bundles

      • Popular bundles
      • Build your own
      • Promotions
    • TV

      • Fibe TV
        • Why Bell
        • Programming
        • Hardware
        • Fibe TV app
        • 4K
        • Promotions
      • Alt TV
        • Why Bell
        • Hardware
      • Bell Satellite TV
        • Why Bell
        • Programming
        • Hardware
        • Live
        • On demand
        • Premium entertainment
        • Crave
        • Free previews
    • Internet

      • Why Bell
      • Packages
      • Wi-Fi
      • Fibre
      • Features
      • Promotions
    • Home phone

      • Packages
      • Long distance
      • Features
    • Smart Home

      • Smart Home
        • Why Bell
        • Packages
        • Devices
      • Medical Alert
        • Medical Alert service
    • Promotions

  • Support Support
    • Support overview
    • Billing & Accounts
        • MyBell support
        • Billing
        • Sales & refund policy
        • Security and privacy
        • Glossary
    • Mobility
        • Overview
        • Using my device
        • Rate plans, add-ons and entertainment
        • Network, coverage and travel
        • Repairs & warranties
        • Self-serve options
    • TV
      • Fibe TV

        • Overview
        • Receivers & remotes
        • Channels and programming
        • Pay-per-view
        • Self-serve options
      • Alt TV

        • Overview
        • Devices
        • Self-serve options
      • Bell Satellite TV

        • Overview
        • Receivers & remotes
        • Channels and programming
        • Pay-per-view and On Demand
        • Self-serve options
    • Internet
        • Overview
        • Modem and Wi-Fi
        • Bell email
        • Internet security
        • Internet usage
        • Troubleshooting tools
    • Home phone
        • Overview
        • Phone line
        • Long distance and calling cards
        • Calling features
        • Self-serve options
    • Smart Home
    • Support overview

    • Billing & Accounts

        • MyBell support
        • Billing
        • Sales & refund policy
        • Security and privacy
        • Glossary
    • Mobility

      • Bell Mobility
        • Overview
        • Using my device
        • Rate plans, add-ons and entertainment
        • Network, coverage and travel
        • Repairs & warranties
        • Self-serve options
    • TV

      • Fibe TV
        • Overview
        • Receivers & remotes
        • Channels and programming
        • Pay-per-view
        • Self-serve options
      • Alt TV
        • Overview
        • Devices
        • Self-serve options
      • Bell Satellite TV
        • Overview
        • Receivers & remotes
        • Channels and programming
        • Pay-per-view and On Demand
        • Self-serve options
    • Internet

      • Overview
      • Modem and Wi-Fi
      • Bell email
      • Internet security
      • Internet usage
      • Troubleshooting tools
    • Home phone

      • Overview
      • Phone line
      • Long distance and calling cards
      • Calling features
      • Self-serve options
    • Smart Home

  • MyBell MyBell
    • My services
    • My bills
    • My profile
    • My services

    • My bills

    • My profile

  • Business
    • Small business services

    • Medium & Large Business

  • Log in / Register
  • 0 Cart
  • Bell email
  • FR
Home
Search bell.ca
Shopping cart 0
Your shopping cart is empty
Dictate your search

Billing & Accounts

  • MyBell support
  • Billing
  • Sales & refund policy
  • Security and privacy
  • Glossary
change selected close

Your current region: Ontario

Change region
change selected close
Your current region: Ontario (change)
Select a region:

Need help?

  • Call us at 1 800 667-0123
  • Other ways to contact us

How do returns and refunds work?

LIMITED WARRANTY – BATTERY FOR BELL FIBRE EQUIPMENT

Limited Warranty. Bell Canada (including Bell Aliant, a division of Bell Canada) (“Bell”) warrants to you as the original purchaser (“Purchaser” or “you”) the battery purchased for the Fibre Equipment (“Original Battery”) for a period of 12 months from the date of purchase of the Original Battery from Bell (“Warranty Period”) when used in the Fibre Equipment (“Warranty”). “Fibre Equipment” means the Home Hub 3000 modem or UPS (uninterruptible power supply), as applicable, provided by Bell in connection with certain of your Bell services. If the Original Battery fails due to a defect during the Warranty Period, Bell will replace the Original Battery with a new or refurbished battery (“Replacement Battery”). Any warranty coverage that remains during the Warranty Period on the Original Battery (when replaced with a Replacement Battery under this Warranty) will apply to the Replacement Battery. No Replacement Battery has any new or separate warranty coverage. Bell reserves the right to limit the number of Replacement Batteries provided to Purchaser during the Warranty Period.

My Battery Isn’t Working. What Should I Do? Ontario and Québec residents please call Bell at 1 866 310 BELL (2355) and residents of the Atlantic provinces please call 1 866 342-7367, so that Bell can confirm that the Original Battery is within the Warranty Period and attempt to diagnose and correct the malfunction over the telephone. Be sure to keep your proof of purchase to establish the date of purchase of the Original Battery; otherwise Bell may have to estimate the date of purchase.

Limited Warranty Exclusions. This Warranty does not cover any Original Battery or Replacement Battery (each, a Battery) that is:

  • damaged due to: abuse, neglect, misuse, accident, theft, vandalism, force majeure events (e.g. fire, flooding, infestation, freezing, power-surge), overcharging or alteration; improper or unauthorized repair, maintenance, installation, set-up or storage; or accessories, wiring or cabling;
  • merely discharged and can be recharged and returned to service;
  • in Fibre Equipment at a location other than a Bell service address or in a modem or device other than the Fibre Equipment; or
  • not owned by the Purchaser.

Exclusive Warranty. To the extent permitted by applicable law (which may vary province to province) and except where prohibited for Québec residents, this Warranty is exclusive and is in lieu of all other warranties, representations, guarantees, terms and conditions, express and/or implied, including merchantability and fitness for a particular purpose. In addition to the rights described in this Warranty, Purchaser may also have other legal rights (which may vary province to province).

Limitation of Liability. To the extent permitted by applicable law and except where prohibited for Quebec residents, Bell's total cumulative maximum liability for negligence, breach of contract, tort or any other claims or causes of action, including fundamental breach, in connection with any Battery or this Warranty is limited to payment, upon request, for actual and direct damages up to a maximum amount equal to the purchase price of the Original Battery, and all other damages, including without limitation indirect, special, consequential, incidental, economic, exemplary or punitive damages, are excluded. You may also be subject to other limitations and exclusions of liability, and obligations, as set out in any Bell terms of service that apply to you. These terms survive the expiry of the Warranty.

Severability; Assignment; Effective Date; Agreement. If any provision of this Warranty is unenforceable, all remaining provisions of this Warranty remain in full force and effect. This Warranty is not assignable by Purchaser. Original Warranty applies only to batteries purchased on or after April 23, 2017 until amended or superceded by Bell. You accept the terms of this Warranty on the earlier of the date you receive a copy or use the Original Battery. If you do not agree with the terms of this Warranty, you have 30 days from the date of your original purchase to return the Original Battery to Bell, unused, for a refund.

More Information. For more information, Ontario and Québec residents should visit www.bell.ca/battery or call Bell at 1 866 310 BELL (2355). Atlantic residents please visit www.bellaliant.ca/battery or call 1 866 342 7367.

Recycling instructions
Bell supports provincial battery recycling programs by remitting Environmental Handling Fees for designated products. For more information about the designated battery types and recycling depot locations, please visit the Call2recycle web-site http://www.call2recycle.ca/.

April 23, 2017
Corporate Secretary’s Office of Bell Canada, Bell Satellite TV (Bell ExpressVu), Bell Mobility,
Bell Media and Bell Aliant. 1 carrefour Alexander-Graham-Bell, Building A-7, Verdun, Québec, H3E 3B3

Return policy for Bell Mobility customers with monthly service
Return policy for Bell Mobility customers with prepaid service

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

1) You return the device within 15 days of your commitment start date.
2) You return the device and original receipt to your purchase location.
3) The device is in “like new” condition with all original packaging, manuals and accessories included.
4) The device has not exceeded 30 minutes of voice usage or 50 MB of data usage.
5) You did not get it on clearance. A no return/no refund policy applies to all clearance devices.

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
Returning your Bell Mobility equipment
Returning your modems, Wi-Fi pods and receivers
How to cancel a service
Refunds
Final bill
How to ship mobile devices and/or lithium batteries
Return policy for Bell Mobility customers with monthly service

Returns policy

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

1) You return the device within 15 days of your commitment start date.
2) You return the device and original receipt to your purchase location.
3) The device is in “like new” condition with all original packaging, manuals and accessories included.
4) You have not used the device excessively, in violation of our Responsible Use of Bell Services Policy.
5) 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 Bell Mobility customers with prepaid service

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

1) You return the device within 15 days of your commitment start date.
2) You return the device and original receipt to your purchase location.
3) The device is in “like new” condition with all original packaging, manuals and accessories included.
4) The device has not exceeded 30 minutes of voice usage or 50 MB of data usage.
5) You did not get it on clearance. A no return/no refund policy applies to all clearance devices.

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
  • Accessories can be returned within 15 days of original purchase or delivery (if shipped to you) for a refund or exchange, excluding headsets and earpieces for which we cannot accept returns due to health and safety reasons. Please note: your accessory must be returned at the location it was purchased.
  • Each accessory must be returned in “like new” condition and in the original packaging with all the components included at purchase.
  • Defective accessories purchased for more than 15 days but less than 90 days (from original purchase date) may be exchanged over-the-counter.
  • For accessory warranty claims exceeding 90 days from the date of purchase, please contact the manufacturer.

Learn how to return your accessory


Returning your Bell Mobility equipment

Mobility devices and accessories

Simply follow the directions below to return your device to Bell.

  1. Place your equipment in the original packaging with all manuals and accessories included at time of purchase. If you no longer have the original packaging, place the device in another suitable box with proper packaging. Important: please follow our instructions on how to safely ship your device or battery.
  2. Affix the return shipping label that was included with your device to the outside of the box. If you do not have one, you can print a return label from the Canada Post website. What does a return label look like?

    Note: if you are unable to print a label, show the confirmation email when you take your device to a Canada Post location.

  3. 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).

Please note:
Mobile phones 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.


Returning your modems, Wi-Fi pods and receivers

Modems, Wi-Fi pods and receivers

We offer free returns for Internet and TV hardware.

  1. Place your equipment with all included accessories in a box.
    • TV receivers must be deactivated/cancelled before being returned.
  2. Print your return shipping label.
  3. Affix the return label to the outside of the box.
  4. Return the package via a Canada Post outlet or Purolator drop off location. You can also arrange a Purolator pick up by calling the number found on the return label.

You have 30 days to return your undamaged equipment after cancelling your service to avoid the non-return fee. This fee can range between $75 and $599.

Deactivate your Satellite TV receiver

  1. Manage your equipment in MyBell.
  2. Find the receiver you want to return and select Deactivate receiver.
  3. Select Yes to confirm the deactivation.

Deactivate your Fibe TV receiver

  1. Manage your equipment in MyBell.
  2. Find the receiver you want to return and select Cancel rental.
  3. Fill out the form and select Continue.
  4. Review the information and select Submit.

Ship and track your return

Canada Post

Purolator


How to cancel a service

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.

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.


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)


Was this article useful?

In our ongoing efforts to improve our support section, your opinion is invaluable. Please let us know what we did well or what we can improve about this article.

If you require assistance, please Contact us

250  characters left.

Submit
 

Related articles

  • What are the shipping and delivery conditions?
  • What's the penalty cancelling my Bell Satellite TV service?
  • How does Bell respect my privacy?
See more

Recently viewed articles

Back to top  
Contact us
Find a store

Search

  • Site map
  • Jobs@Bell
  • Customer commitment
  • Register for MyBell
  • About Bell
  • Get Email updates
    Satellite TV and Mobility services
  • BellMedia.ca
  • Accessibility centre

    Privacy Security Legal & regulatory Your rights as a wireless customer The Internet Code Jobs@Bell

    © Bell Canada, 2021. All rights reserved.

    • Follow@Bell

      Follow@Bell_LetsTalk

    © Bell Canada, 2021. All rights reserved.

    Email to a friend

    Where to find my account number?

    One Bill

    Mobility Bill

    One_Bill_EN
    Mob_Bill_EN

    Select a TV service

    • Fibe TV
    • Fibe Alt TV
    • Satellite TV