AT&T Wireless Return Policy
AT&T values our relationship with you and offers a return policy for equipment and services purchased directly from AT&T. Our return policy does not reflect the policies of AT&T’s authorized dealers or retailers.
If the equipment you purchased directly from AT&T does not meet your expectations, you may return or, for all equipment other than equipment sold as a “Closeout Item,” exchange it at any AT&T owned retail store within 30 days from the date the equipment was purchased or shipped, except for tablets and MOTOROLA LAPDOCKTM for MOTOROLA ATRIXTM4G, which must be returned within 14 days of purchase. Equipment purchased from att.com/wireless or directly from AT&T over the phone may also be returned by mail. If returning your equipment to AT&T by mail, please retain a copy of the tracking number from the shipping carrier for your records. Depending on the reason for the return, return shipping charges may apply.
You may exchange equipment, other than Closeout Items, one time within 30 days, or 14 days for tablets and MOTOROLA LAPDOCK, from the date the original equipment was purchased or shipped. If (1) the purchase price of the original equipment is reduced in connection with a new activation or upgrade and a Service Commitment and (2) the new (exchanged) equipment has a different Early Termination Fee associated with it from the original equipment, you will be required to sign a new agreement. The effective date of the new agreement will be the date the new agreement is signed and your Service Commitment will restart from that date.However, your service activation date will not change for any purpose, including, but not limited to, calculating any early termination fees you may be obligated to pay.
Returned equipment, other than the Closeout Items, must be in the manufacturer’s original packaging and be in like-new condition (no physical or water damage). Returned Closeout Items must be in the original packaging in which you received the equipment and be in substantially the same condition as it was when you received it. The return must include the original components such as the device, battery, charger, manual, unopened software and invoice/receipt. Please remove any confidential, proprietary or personal information before returning your equipment. AT&T is not responsible for any equipment containing confidential, proprietary or personal information.
Notwithstanding the general provisions of this policy, ALL SALES FOR PROMOTIONALLY PRICED iPADS ARE FINAL. NO REFUNDS OR EXCHANGES.
Refunds for qualified equipment returned within 30 days, or 14 days for tablets and MOTOROLA LAPDOCK, will be through the original payment method and may take up to two months.
Refurbished equipment may be exchanged within 30 days from the date the equipment was purchased or shipped, provided if you exchange the refurbished equipment for new equipment, you will have to pay the difference between the price of the refurbished equipment and the price of the new equipment.
- A $35 restocking fee applies to all devices (excluding tablets) purchased through AT&T, except where prohibited. The restocking fee does not apply to iPhone if it is returned, unopened, during the return period.
- A restocking fee of 10% of the sales price applies to all tablet returns (including iPad), except where prohibited. The restocking fee does not apply to iPad if it is returned, unopened, during the return period.
Equipment may not be refunded and the equipment may not be returned to you if one of the following applies:
- Equipment was returned more than 30 days, or 14 days for tablets and MOTOROLA LAPDOCK, from the purchase or ship date.
- Equipment was determined to be ineligible (e.g., opened software, liquid or physical damage, not in substantially the same condition as when received by you).
Any rebate associated with the equipment subsequently returned will be voided.
The following purchases are excluded and cannot be returned or exchanged under this policy.
- Equipment purchased from authorized dealers or retailers
- Equipment received through an insurance claim
- Gift cards and ringtone cards
Closeout Items cannot be exchanged under this policy. Closeout Items must be returned if service is being cancelled.
Service Cancellation & Early Termination Fee & Equipment Fee
Call the number on your invoice/receipt to cancel your service. You may cancel service within 30 days from the activation date to avoid the applicable early termination fee (the “Early Termination Fee” or “ETF”). If your Service Commitment includes the purchase of certain specified Equipment on or after June 1, 2010, the Early Termination Fee will be $325 minus $10 for each full month of your Service Commitment that you complete. (For a complete list of the specified Equipment, check www.att.com/equipmentETF). Otherwise, your Early Termination Fee will be $150 minus $4 for each full month of your Service Commitment that you complete. You will be responsible for all applicable usage fees, prorated access charges, taxes, surcharges or other charges through the termination date. AT&T will refund your activation fee, if any, if service is terminated within 3 days of activation.
You may have to return any handsets and accessories purchased with the service before your account will be cancelled. If you are allowed to cancel service within the 30 day return period, but do not return the equipment within the return period, AT&T may charge you an amount equal to or up to the no commitment price of the equipment. (Equipment Fee). If you cancel service on tablets purchased with a service commitment between day 15 and day 30, (or between day 1 and day 14 and fail to return the Equipment) you will owe an Equipment Fee up to the difference between the no-commitment price of the tablet and the price you paid for the tablet.
If you paid a security deposit, it will take 1 to 2 billing cycles to process the return of the security deposit. The charges for service used on the account before the service termination date will be applied against the security deposit.
New wireless devices, tablets and netbooks/notebooks carry a one-year manufacturer’s warranty from date of purchase. Refurbished wireless devices and netbooks carry a 90-day manufacturer’s warranty from the date of purchase. New Apple branded equipment is covered by Apple’s one-year Limited Warranty. Refurbished Apple branded equipment is covered under Apple’s original Limited Warranty, and will have at least 90 days or more remaining under the warranty when sold.
- For warranty claims on all wireless devices (except netbooks/notebooks, tablets, and Apple branded equipment) after the first 30 days from purchase, visit www.att.com/wex or call 1-800-801-1101.
- For warranty claims on netbooks/notebooks, after the first 30 days from purchase, or after the first 14 days for tablets and MOTOROLA LAPDOCK, please refer to the manufacturer’s warranty information included with the netbook/notebook or tablet.
- For warranty claims on Apple branded equipment, please refer to www.apple.com/support/oss/ for details.
Funds deposited into a GoPhone account are not refundable or redeemable for cash or credit, during or after the 30-day return period. Pay As You Go refill cards or PIN or funds are not refundable or redeemable for cash or credit.
Visit AT&T Wireless for more information.