How do returns and refunds work?

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.

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.

• Accessories can be returned within 15 days of original purchase for refund or exchange, excluding headsets and earpieces for which we cannot accept returns due to health and safety reasons.
• 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

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

• 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

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.

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)