If you’re having problems with your mobile phone or a feature isn’t working, the first thing you should do is check out our How To section or your mobile phone’s User Guide for help. If that doesn’t work, a Koodo Service Centre at any Koodo Shop is equipped to help you repair and replace your mobile phone.

The chart below should help you figure out what service you need and what it’ll cost.
Keep in mind that it’s your responsibility to record and erase all info (e.g. texts, images, ringtones, contacts, etc.) from a mobile phone you return to us. Loaner phones, and any other phones you return, may be used by other customers. Koodo Mobile is not responsible for any personal info left on a phone and will not guarantee that personal info left on a phone will be erased.

All Koodo mobile phones come with a 12 month Manufacturer’s Warranty, except our refreshed (refurbished) phones which only have a 90-day Manufacturer’s Warranty.

Type of repair	What to do	Applicable charges
Warranty mobile phone repair (14 days or less after purchase)	Return your defective mobile phone, free of damage and in its original condition, with proof of purchase to the place you bought it from. If you bought your mobile phone through koodomobile.com, please call us at 1-866-99-KOODO (1-866-995-6636) and ask for a Return Mailer. We’ll immediately send you a prepaid envelope so that you can return your phone to us, without any cost to you.	None
Warranty mobile phone repair (More than 14 days after purchase)	Go to a Koodo Shop with your mobile phone and proof of purchase. If your phone is sent out for repairs, you have the option of using a loaner phone until you get yours back. If you can’t make it to a Koodo Shop, call us at 1-866-99-KOODO (1-866-995-6636) and ask for one of the following: A Return Mailer – we’ll arrange to have your mobile phone sent out for assessment and repair, and then sent back to you. A Priority Replacement Exchange – for a charge, you can have a replacement mobile phone expedited to your home address, without waiting for your phone to be repaired! All you need to do is activate your replacement phone and return your defective one in a prepaid Return Mailer, which we provide, within 14 days. Note regarding accessories – Please read below for tips on what should be sent in if you are doing a repair, exchange or priority replacement exchange: Repair or Priority Replacement Exchange: Remove all accessories (including the battery, back cover and charger) and keep these items with you. If you do send them in, they might not be returned to you. Exchange: Send in all of your accessories (e.g. battery, back cover and charger)	Provided the warranty hasn’t expired, there’s no charge for the repair if the defect is covered under the Manufacturer’s Warranty. A $75 deposit is required for the use of a loaner phone. It’s fully refundable on the condition that the loaner is returned and in proper working order. Provided the warranty hasn’t expired, there’s no charge for the repair if the defect is covered under the Manufacturer’s Warranty. There’s no charge for a Return Mailer. There’s a $25 charge to cover administration costs of the Priority Replacement Exchange option. A charge will be applied to your account if the defective phone is not returned within 14 days, if it’s damaged in transit or the Manufacturer’s Warranty has been voided. Note: You’ll be responsible for transferring all personal content (images, ringtones, contacts, etc.) over to your replacement phone if you choose the Priority Replacement Exchange.
Out-of-warranty phone repair (Expired warranty and/or issues not covered by the Manufacturer’s Warranty)	Go to a Koodo Shop with your mobile phone and proof of purchase. Or, if you can’t make it to a Koodo Shop, call us at 1-866-99-KOODO (1-866-995-6636) and ask for a Return Mailer. We’ll arrange to have it sent out for assessment and repair.	There’s a $25 charge for repair administration. We will provide you with an estimate for additional costs for the repair. Note: The Manufacturer’s Warranty does not cover damage from misuse, like moisture or physical damage. Service, support and repair charges may apply. If your mobile phone cannot be repaired, all personal content (images, ringtones, contacts, etc.) will be lost.
Warranty accessory repair	For an accessory purchased through a Koodo Shop or at koodomobile.com, go to a Koodo Shop with your defective accessory and proof of purchase, or call us at 1-866-99-KOODO (1-866-995-6636). If there’s no visible sign of misuse, the accessory will be replaced. For an accessory that wasn’t purchased through a Koodo Shop or at koodomobile.com, Koodo Mobile is not responsible for repairs to these accessories.	Provided the warranty hasn’t expired, there’s no charge for a replacement if the defect is covered under the Manufacturer’s Warranty.

You can find a copy of the Manufacturer’s Warranty in your mobile phone’s box. Here are some things that aren’t covered by the Manufacturer’s Warranty:

Water Damage
Mobile phones aren’t swimmers. If they get wet, they have very little chance of surviving and are not covered by warranty.

Common causes for moisture damage include:

• Being dropped in water or on a wet car floor
• Spilling liquid on the phone
• Rain, fog or mist droplets
• Leaving the phone on moist surfaces like countertops
• Body perspiration, which can cause the main circuit board to rust
• Water condensation caused by leaving the phone in the bathroom while taking a shower, or by leaving the phone in a vehicle overnight

Things you should know:

• Problems caused by moisture may not occur immediately
• Often corrosion will appear on the phone charging port
• Only Reps at a Koodo Service Centre can open your phone to check for moisture damage.

Physical Damage
If your mobile phone is damaged due to neglect or abuse, it won’t be covered by the Manufacturer’s Warranty.

Some examples or physical damage include:

• Broken LCD screen
• Broken flip
• Damage to housing
• Broken charging port
• Warped internal components
• Bent / cracked main board

Things you should know:

• You can damage your phone by carrying it in a pocket, especially with other items like keys
• Damage can occur when a phone is repeatedly knocked by items in a purse, knapsack or briefcase