Return or exchange your mobile device and accessories

You have 14 days from the date your device is delivered or purchased at an Xfinity Retail Store to return or exchange it.

You have 30 days from the purchase date to return accessories. 

• You can’t cancel or change an order after it starts shipping.
• Don’t refuse delivery. This may delay your return or exchange.
• If you return a device by mail, ship it by the ship-by date provided after you start your return.

If your order is damaged or missing, see How to track and receive Xfinity Mobile orders.

iPhone 18 Pro Max returns

You have 14 days from the date your iPhone 18 Pro Max is delivered or purchased at an Xfinity Retail Store to start a return or exchange.

Online returns aren’t available for iPhone 18 Pro Max devices at this time. Contact Xfinity to start your return before shipping the device. We’ll provide the return and shipping instructions.

You can return your iPhone 18 Pro Max:

• At an Xfinity Retail Store, or 
• By mail.

For mail returns, follow the Apple support article to prepare your iPhone 18 Pro Max for shipping. Print the required lithium battery label in color and securely attach the label to the outside of the return box.

For help starting your return, chat with Xfinity Assistant.

Return or exchange your device at an Xfinity Retail Store

You can return or exchange an eligible device at an Xfinity Retail Store within 14 days of the date it was delivered or purchased in the store.

Before you go:

• Bring the device and all original items, such as the battery, charger, stylus, and manual.
• Devices outside the 14-day return window aren’t eligible for a standard return or exchange.
• Return accessories to the same Xfinity Retail Store where you bought them.

Start a phone return online

For eligible phones, you can start a return within the 14-day return window at xfinitymobile.com.

Only Primary and Manager Xfinity ID users can start a return online.

Note: Online returns are not available for iPhone 18 Pro Max devices, smartwatches, or tablets.

You can start an eligible return from your Order Summary or Devices page.

From Order Summary:

1. Sign in and open your Order Summary.
2. View the return options.
3. Follow the steps to start your return.

From Devices:

1. Sign in and go to Devices.
   
2. Choose the device you want to return.
   
3. If the device is still eligible, select Exchange or Return and follow the steps.
   

After you start the return:

• Xfinity will email you to confirm your return is being processed.
• FedEx will email you a shipping label with a QR code and printable label.
• If you don't have a printer, take the QR code and your sealed box to a FedEx location. FedEx can print the label for you.
• Ship your phone by the ship-by date provided. 
• Drop off your sealed package at a FedEx Office or schedule a FedEx pickup.

For a FedEx pickup: Call 1-800-GO-FEDEX, select I'm using a label, and follow the prompts.

Early upgrade or trade-in devices

For an early upgrade or trade-in, send your old device to Assurant using USPS.

For more information, see:

• How do I upgrade my phone early?
• How do I trade in my old phone with Xfinity Mobile?

Smartwatch and tablet returns

Smartwatch and tablet returns must be started with help from Xfinity.

To return or exchange a smartwatch or tablet:

• Visit an Xfinity Retail Store, or
• Chat with Xfinity Assistant for help starting a return.

If you return your device by mail, we'll email you a FedEx return label.

Accessory returns

Return accessories bought at an Xfinity Retail Store to the same store where you bought them.

Accessories must be returned within 30 days of purchase.

Restocking fees

A $35 restocking fee applies to device returns. The fee doesn’t apply to warranty exchanges or accessory returns.

We’ll deduct the fee from your refund.

We may refuse a damaged device or charge a fee if it isn’t in like-new condition.

Prepare your device or accessory for return

Before you take your device to an Xfinity Retail Store or ship it:

• Back up and erase your personal information.
• For Apple devices, turn off Find My iPhone and Stolen Device Protection.
• Include all original items, such as device, battery, charger, stylus, and manual.
• For mail returns, use the original box if possible. Place the prepaid shipping label over the old shipping label.
• If you don’t have the original box, use a sturdy box with protective packing material. Seal the box with shipping tape.

Important return information

Xfinity Mobile is committed to giving you a fair and easy process for returns and exchanges.

To qualify for a full refund:

• Start your device return or exchange within the 14-day return window.
• Return the device and all original items in like-new condition.
• If you return the device by mail, ship it by the ship-by date provided.

If you ship your device after the ship-by date or send a different device than the one approved for the return or exchange:

• Payments you already made won’t be refunded.
• We won’t send the device back to you.
• We may cancel the remaining Device Payment Plan balance based on the device’s condition. 
• Damage or restocking fees may still apply.

Keeping your phone number

Want to return your phone but keep your number?

• Chat with an agent within the 14-day return window.
• Provide the IMEI of a phone that works with Xfinity Mobile. You can use our device compatibility tool to check your phone.
• We’ll send you a return label.
• Keep your SIM card, if you have one, and use it in your new phone.

Important: If you don’t complete these steps you may lose your phone number.