Sprint Return and Exchange Policy
Sprint Satisfaction Guarantee
Sprint Unlimited Guarantee
Looking for Sprint Unlimited Guarantee? Learn more here.
Return it for a refund
We love our products and services, and we think you will, too. With the Sprint Satisfaction Guarantee, you can try your new product for 14 days. If you aren't 100% satisfied with your product, return your device to your original place of purchase, and contact us within 14 days of activation (day 1 of the 14 days starts when the product is activated) to deactivate service or within 14 days of purchase for accessories and devices purchased with no service and Sprint will:
- Refund the device, accessory, notebook, netbook or tablet (collectively refered to as "products") purchase price (as long as the product is complete and undamaged)
- Waive the Early Termination Fee (ETF) (as long as the product is returned)
You may have to return any product purchased with the service before your account will be canceled. Customers are responsible for all their usage charges (included but not limited to Monthly Rate Charges, add-ons, casual or out-of-plan usage and related taxes and Sprint surcharges). However, if service is canceled within 3 days of activation, the activation/upgrade fee will be refunded.
A restocking fee will be charged starting at $35 for devices and $75 for notebooks, netbooks and tablets. If the product is returned in its original unopened packaging or has not been activated, no restocking fee will be applied.
Gift cards and iTunes cards are not redeemable for cash and cannot be returned or exchanged (except as required by law).
Customers with an iPhone 4S, 5, 5c or 5S are required to reset or wipe their device prior to returning or exchanging it. On the device choose: Settings>General>Reset>Erase All Content & Settings to complete this action.
Exchange it for a different one.
So you just purchased a brand new Sprint product and it's not quite what you expected. Too big. Too small. Not quite the right color red.
No sweat. You've got options. As long as you're within the first 14 days of activation or purchase of your new product, the Sprint Satisfaction Guarantee lets you exchange your product for a different one.
Just bring your original product back to the original point of purchase, or call us and we'll help you find a product that better meets your needs. A restocking fee may be applied.
Return and reactivate an old device
Are you an existing customer who recently upgraded to a new device with a new contract term and want to go back to an old device and prior contract status? No problem. You can select the best plan for you from our current price plan options (your previous service plan may no longer be available to you) and return the new device for a full refund. The same return process and requirements for new customers apply. We will remove any credits or discounts received in exchange for your new contract term and restore you to your previous contract term and service plan (if available). A restocking fee may be applied.
Termination fees
If you have signed a Service Agreement with a one-year or two-year service commitment and terminate before the end of your term, you will be charged an Early Termination Fee, as applicable of up to $350/line for advanced devices and up to $200/line for other devices, unless you cancel service and return your device within 14 days of activation as detailed in the Return it for a refund section above.
For customers on a month to month plan, there is no Early Termination Fee.
As noted, to avoid being charged any applicable device charges or Early Termination Fee, you must return the new device you activated and follow the return policy requirements outlined in the Return it for a refund section above. Failure to do so may result in you being assessed the full retail price of the device and costs, less any product amounts paid, or the applicable Early Termination Fee. You may also be subject to any applicable Early Termination Fees for terminating your restored service contract early.
Please note that this policy may not reflect the additional return policies of our authorized third-party dealers or retailers. If you are returning a device leased through Apple Finance Services (AFS), call AFS at 1-800-216-4384.
Returning a One-up℠ Device
The Sprint One-up℠ program allows eligible customers to purchase a new device with
- No down payment*
- No long- term Service Agreement**
- Simply pay the price of the device in 24 monthly installments
One-up℠ customers can also try their new device for 14 days. If you aren't 100% satisfied with your device, return your device to your original place of purchase, and contact us within 14 days of activation (day 1 of the 14 days starts when the device is activated) to deactivate service and Sprint will:
- Refund [Credit] any payments , including any applicable taxes, made towards the cost of your device, less any applicable fees, and Waive your remaining unpaid balance.
A restocking fee of up to $35 for devices and $75 for tablets may apply. If the product is returned in its original unopened packaging, no restocking fee will be applied.
*Subject to device selection and approved credit. Sales taxes and other surcharges required to be paid at the time of sale on full SRP of the device.
**The line associated with the device is required to move to and maintain a qualifying plan. Please note that smartphone customers must subscribe to-either the Unlimited, My Way or My All-in plans.
Product/accessory refunds
If your product return qualifies for a refund under the Sprint Satisfaction Guarantee, you will receive the amount you paid for the product plus any taxes. Your refund may exclude any instant discounts received at purchase or charges for shipping or deposit.
If you paid in cash, we will refund in cash up to $175 at a Sprint store. For refunds greater than $175, we will issue a check within 14 business days.
If you paid by check, we will issue a check within 14 business days after your check clears.
If your account was billed, we'll credit the amount back to that account within 10 business days from receipt of the product at our warehouse. The device credit will appear on your next one to two billing statements based on the timing of your billing cycle.
Other limitations and fees
You may exchange an item only once during the initial 14-day period. An exchange does not extend the 14-day period.
Sprint reserves the right to deny or terminate service to prevent multiple returns or exchanges under the Sprint Satisfaction Guarantee.
If you cancel service pursuant to the return policy for your product, you are required to return your device and will no longer be eligible for any associated mail-in rebates.
If you do not return your product at time of deactivation, you will be charged any applicable Early Termination Fees of up to $350/line for advanced devices and up to $200/line for other devices. A product must be returned to the original place of purchase.
If you cancel service after the 14-day return policy period, any remaining unpaid balance on the device becomes due immediately.
Replacement devices provided as part of an advanced exchange that are not returned within 10 days of receipt of the replacement product may be subject to a product non-return fee of up to $500.
For any product purchased through a Buy One, Get One (BOGO) offer, all products must be returned/exchanged to receive a refund or comparable exchange. Each item exchanged may be subject to the restocking fee, except where prohibited.
Replacements and repair
If you are exchanging a replacement device provided to you by Sprint and not through Asurion or another third party, call the following numbers for exchange:
Sprint devices (888-211-4727 or *2); PowerSource devices (866-398-0455).
If you received a replacement device through our Total Equipment Protection Program, your device may be eligible for exchange if defective by contacting Asurion at 800-584-3666.
Find more information here regarding Phone Repair and Protection.