How do I return or exchange my mobile device and accessories?

You have 14 days from when your device was shipped (or purchased in a retail store) to start a return or exchange. For accessories, you have 30 days from your purchase date to start a return or exchange.

Once we’re in the process of shipping your device or accessory order, it can't be canceled. Devices must be activated before being returned or exchanged. If you refuse the delivery of an order, there may be a delay in the processing of your return or exchange.

To report a damaged or missing delivery, see how to track and receive Xfinity Mobile orders? 

Return your phone through your account

If you're returning a phone, the easiest way to do it is through your account at xfinitymobile.com. Follow these steps:

1. From your account, select Devices.
   
2. Select the phone you want to return.
   
3. If your phone is within the return eligibility window, there will be an Exchange or Return button in this section. Select that button and follow the steps for completing a phone return.
   
   
   
4. Drop off the box at a FedEx Office shipping center within seven days to ensure we receive your device within 20 days of when you requested the return.
   • You can also schedule a FedEx pickup:
     • Call 1-800-GO-FEDEX.
     • Select the "I'm using a label” option.
     • Follow the prompts.

Other returns

If you’re exchanging your device for an early upgrade or a trade in promotion shipping to Assurant via USPS. For more information see:

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

Smartwatches, tablets and accessories can’t be returned through your account. To start a return for one of these items, chat with Xfinity Assistant. We'll email a FedEx return label to you, so you can ship your item back to us.

If you want to exchange your item for a different one, you can visit an Xfinity Retail Store or chat with us.

Accessories purchased at an Xfinity Retail Store can only be returned to an Xfinity Retail Store.

Things to know before you ship back your device or accessory

There is a $35 restocking fee that will be deducted your refund. If the device is not in like-new condition, we may refuse the return or charge a damage fee that may exceed the cost of the device. We don't charge a restocking fee for warranty exchanges or accessory returns.

Before shipping back your items:

• Back up your personal information, then clear it from your device.
• If you have an Apple device, turn off Find My iPhone.
• If you’re returning or exchanging a device, include the battery, charger, stylus pen (if applicable) and manual.
  • If you still have the box from the manufacturer, please repack the device, battery, charger, stylus pen (if applicable), and manual back into the box to help prevent shipping damage.
• Put your prepaid shipping label over the old label on the top of the box if you're reusing the shipping box.
• Reseal the box by peeling the white adhesive strip if you're reusing the shipping box.
• Drop off the box at a FedEx Office shipping center within seven days of when you started the return or exchange to ensure we receive your device within 20 days.
  • You can also schedule a FedEx pickup:
    • Calling 1-800-GO-FEDEX.
    • Select the option "I'm using a label."
    • Follow the prompts.

If you don’t have the original shipping box, you can use your own. Please use packing material inside the box to help prevent shipping damage and seal the box with shipping-strength tape.

Important information about returns

Conditions for refund

To get a full refund:

• If you have an Apple device, turn off Find My iPhone.
• Include everything that came in the original box, including the device, battery, charger, stylus pen (if applicable) and manual.
  • The device must be in like-new condition, with no physical or water damage.
• If you’re returning a device, we must receive it within 20 days of when you requested the return.
• If you're exchanging a device, we must receive your old device within 20 days of your new device being shipped.

If we receive your device after 20 days have passed or you send us anything other than the device that you initiated the return or exchange for:

• You won't receive a refund.
• What was shipped won't be shipped back to you.
• You'll still be responsible for payment of the remaining balance owed if you're on a device payment plan (DPP).

We strongly recommend you either drop off the box at a FedEx Office shipping center or schedule a FedEx pickup within seven days of when you started the return or exchange.

Xfinity Mobile service requirements

If you want to return a phone within 14 days but don’t want to cancel the line associated with that phone, chat with an agent to provide the IMEI number for an Xfinity Mobile-compatible phone you'd like to use on that line moving forward.

To check if your phone is compatible with Xfinity Mobile, use this handy tool. Once you provide the IMEI number to us, we’ll send a return label to you. You’ll keep your SIM card, if applicable, for use with your compatible phone.