AT&T Business Returns and Exchanges
This document provides information about product and equipment returns, exchanges, warranty claims, and canceling AT&T service. View the full Premier return policy online.
AT&T Returns
AT&T values its relationship with customers and offers a return policy for equipment and services purchased directly from AT&T. This return policy may not reflect the policies of AT&T authorized retailers.
If a phone or device purchased does not meet expectations, it can be returned by mail within 14 days from the date the equipment was shipped. Refunds are applied using the original payment method. Any rebate associated with returned equipment is voided.
Equipment received through an insurance claim cannot be returned or exchanged. Equipment warranty rules may apply.
Typically, if a phone received through an upgrade is returned or exchanged within 14 days of the upgrade, an equipment discount for a replacement phone may be received. After returning equipment to AT&T, allow a few days for a credit to post to the account and for the equipment discount to be available again. When initiating an upgrade to replace returned equipment, the equipment discount appears during online phone and device selection.
Prepare Equipment for Return
Before returning equipment to AT&T:
- Remove any confidential, proprietary, or personal information. AT&T is not responsible for any equipment containing personal information.
- Pack the equipment (device, battery, charger, manual, and software) in like-new condition in the manufacturer's original packaging.
- Include the original proof of purchase (receipt or invoice).
Select a Return Method
Note: If equipment is returned to AT&T more than 14 days after the shipment date, a refund or return of the equipment cannot be provided.
To return equipment to AT&T, use one of the following methods:
- If an order was submitted on Premier and the in-store pickup option was selected, or if equipment was purchased directly from an AT&T company-owned retail store, it must be returned or exchanged at any AT&T company-owned retail store.
- If the purchase was made on Premier or by phone and received by mail, the device can be mailed back to AT&T or taken to any AT&T retail store.
- For returns by mail or service cancellations, call the number provided on the invoice.
- If the equipment was purchased from an authorized retailer of AT&T, follow the return instructions provided by the retailer.
Processing
The equipment returns and refund process takes 1 to 2 billing cycles. Equipment returned within 14 days of the shipment date will be refunded using the original payment method.
Cancellation Policy and Early Termination Fee
View the complete cancellation policy online. An early termination fee of up to $325 applies after 14 days. View www.att.com/equipmentETF for more information.
If service is canceled within 14 days of the activation date but the equipment is not returned within 14 days of the shipment date or if the equipment is not returned in like-new condition, the customer will be charged full price for the equipment.
If a security deposit was paid for service, allow 1 to 2 billing cycles for the return of the security deposit. Charges are applied against the security deposit for service used on the account before the termination date.
Exchanges
If exchanging equipment, contact the number provided on the invoice to process the exchange.
A phone or device may be exchanged one time within 14 days of the shipment date. A restocking fee of up to $55 for devices (not including tablets or iPads) may apply, except where prohibited. A restocking fee of 10% of the sales price applies to tablets and accessories over $100, except where prohibited. A restocking fee does not apply to the following items when returned to AT&T unopened:
- Defective equipment
- iPhone
- iPad
Defective Equipment Exchanges
Owned Less than 15 Days
If an order was placed on Premier, and the phone or device is defective, and owned it less than 15 days from the shipment date, contact Business Support.
Owned 15 to 365 Days
To exchange a defective phone or device between 15 and 365 days from shipment, call 800.801.1101. Assistance is available Monday through Friday, 7:00 a.m. to 11:00 p.m. ET, Saturday 9:00 a.m. to 7:00 p.m. ET, or Sunday 12:00 p.m. to 9:00 p.m. ET.
Warranty Claims
New wireless devices purchased from AT&T carry a 1-year warranty from the date of purchase. AT&T Certified Restored devices purchased from AT&T carry a 90-day warranty from the date of purchase.
To make a warranty claim after the first 14 days from the shipment date, call the Warranty Service Center at 800.801.1101. Assistance is available Monday through Friday, 7:00 a.m. to 11:00 p.m. ET, Saturday 9:00 a.m. to 7:00 p.m. ET, and Sunday 12:00 p.m. to 9:00 p.m. ET. Before calling, prepare by reviewing the following:
- Have the wireless device you plan to exchange available and not in use.
- Locate and keep a record of the AT&T part number and IMEI number of your device. These numbers are on the back of your phone or device and may be located under the battery.
Note: Apple® phones or devices are covered by the 1-year Limited Warranty offered by Apple, and must be returned to Apple. Visit apple.com for details.
Service Cancellation
To cancel service, contact the number provided on the invoice. Customers are responsible for all applicable usage fees, prorated access charges, taxes, surcharges, or other charges through the termination date. To avoid an early termination fee, service must be canceled within 14 days of the activation date. For a full refund of the activation fee, service must be terminated within 3 days of activation.
Business Support
To contact Business Support, call 800.331.0500. Support is available Monday through Friday, 7:00 a.m. to 8:00 p.m. CT or Saturday and Sunday, 8:00 a.m. to 8:00 p.m. CT.
