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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 Postpaid customers
Return policy for Bell Mobility Prepaid customers
Return policy for accessories purchased from Bell
How to return an order
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 Digital Voice service after it’s been activated, call 1-877-864-7435.
  • 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
How to ship mobile devices and/or lithium batteries
Return policy for Bell Mobility Postpaid customers

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 four 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.

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.


Return policy for Bell Mobility Prepaid customers

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 four 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.

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.


Return policy for accessories purchased from Bell
  • Accessories can be returned within 15 days of original purchase or delivery (if shipped to you) for 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 30 days (from original purchase date) may be exchanged over-the-counter.
  • For accessory warranty claims exceeding 30 days from date of purchase, please contact the manufacturer.


How to return an order

How to return an order

To return a mobile phone, telephone or accessory, simply fill out the return form included with your shipment and stick the included return waybill on the outside of the box.

  • Canada Post shipments: drop off the package at any Canada Post outlet.
  • Purolator shipments: call the phone number on the return waybill to arrange for Purolator pick-up or to find the nearest drop-off location.

Please note:

  • A no return/no refund policy applies to all clearance phones.
  • Mobile phones purchased in the store must be returned to the store where the purchase was made. Products purchased on bell.ca can not be returned to a store.


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 Digital Voice service after it’s been activated, call 1-877-864-7435.
  • 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

Refunds

For mobile phones, PDAs, pagers, telephones or accessories, you’ll receive a refund 15 to 30 days after we receive and verify the items you’ve returned.

We will refund your money in the same way that you paid.

  • For purchases made with credit cards, the card used will be credited with the refund.
  • 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.

A no return/no refund policy applies to all clearance phones.


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)


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