If you’re not happy with the phone you purchased, you can return the phone for an exchange or refund provided that you meet the following conditions:
- The phone is in like-new condition in the original packaging
- You show proof of purchase
- Accessories are excluded unless they’re defective
Additionally, if your usage exceeds any one of the following limits, you can still return or exchange your device, but you’ll be responsible for your bill:
- 30 minutes of talk time (local and/or long distance)
- 50 text messages (incoming and outgoing)
- 50 MB data
When your device is returned within the return period, any Tab and/or Tab Bonus balance for the phone will be removed from your account. It can take up to 4 weeks for the adjustment to appear on your bill.
Check out the return policy below, based on how you made your purchase:
| How you made your purchase | Return policy | How to return or exchange |
|---|---|---|
| At a retail store (excluding third party-retailers such as Best Buy, Walmart, etc; these stores have their own return policies, and items purchased from them can only be returned to them.) |
15* days from purchase date | At your nearest Koodo store Please bring your sales receipt |
| Online at koodo.com | 30 days from purchase date | Must be returned via mail and can be initiated by sending an email to koodo.webstore@koodomobile.com for a rep to send you a prepaid shipping label for your return. Please note that the SIM card fee ($10) and the shipping fee ($15) are not refundable Heads up! There’s no exchange process when buying online at koodo.com. This means you must return the phone and buy another phone. A shipping fee applies to the new phone. |
| Ordered online and phone's not looking right? | As soon as you can, within 7 days from purchase date | Does something look or feel off with your phone? Let us know within 7 days, so we can fix it fast - or you might miss the chance to get help from our friendly reps! |
| - Purchased in store, shipped to home - Over the phone or direct sales rep purchases (in your home or at a community event) |
30 days from purchase date | At your nearest store Please bring your sales receipt or order email OR You can also schedule a callback with Koodo Assist for a rep to send you a prepaid shipping label for your return |
* 30 days for people with disabilities.
Are you a Prepaid customer? Return or exchange your phone on Koodo prepaid.
FAQ
1. I purchased my phone online at koodo.com. If I haven't received it in 30 days, how can I return it? Is it 30 days from the order date or 30 days from when it's delivered? Are these calendar days or business days?
If you haven't received your device in 30 calendar days, it’s most likely that the phone has gotten lost in transit. You can request to start an investigation process for up to 90 calendar days starting from when the tracking number was generated.
You can request a return within 30 calendar days, starting from the day that it was delivered to the address. If it hasn’t been delivered yet, you can refuse the package and it’ll be sent back to the sender.
2. How can I find out when you’ll process the return for my already-delivered, unused phone or the length of time it takes for this process?
When you return a device to the post office, a unique tracking number will be given to you, so you can check the progress of the package and see when it arrives at our warehouse. Please make sure you keep the tracking number safe, because Koodo doesn’t have access to it.
This process can take up to 4 weeks. The phone will be received in the warehouse, and our staff there will check the device. Once the check is completed, adjustments to your account will be made accordingly.
3. Will I have to pay for shipping when I return my phone?
No, you won’t have to pay for shipping for a return. We’ll provide you with a barcode that will pay for the shipping and handling on the way back to our warehouse.
4. What is included in the box with my device purchase?
Please refer to the box your device comes in for details on what's included inside. Your device purchase typically comes with a cable only. Power adaptor and headphones sold separately.
5. I found a lost Koodo phone. How can I return it to the owner?
You're such an angel. The best way to get the phone to its rightful owner is to drop it off at a Koodo store, and we'll find him/her for you.
Related help pages: