Sprint Return and Exchange Policy
Effective 9/16/2011, Sprint updated the return policy for new lines of activation, upgrades, devices and accessories.
Sprint Satisfaction Guarantee
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 call us to deactivate within 14 days of activation (day 1 of the 14 days starts when the phone is activated) and Sprint will:
- Refund the device purchase price (as long as device is complete and undamaged)
- Waive the Early Termination Fee (ETF) (as long as the device is returned)
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 cancelled within 3 days of activation the activation/upgrade fee will be refunded. The 14-day return period starts the day the phone is activated in our stores, online or by one of our channels.
Exchange it for a different one.
So you just purchased a brand new Sprint device 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 activating your new device or owning your new accessory, the Sprint Satisfaction Guarantee lets you exchange your device or accessory for a different one.
Just bring it back to the original point of purchase or call us and we'll help you find a device or accessory that better meets your needs. In most exchange situations, a $35 restocking fee will be charged.
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).
Termination Fees
Whether you are returning or exchanging, Sprint's Terms and Conditions of service apply. If you are restored to your previous contract term, and you terminate your contract 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. As noted, you must return the new device you activated and follow the return policy requirements or you will be assessed the full retail price of the device and costs, less any equipment amounts paid, or the Early Termination Fee for not returning your device within 15 days of deactivation. 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 3rd-party dealers or retailers.
Equipment/Accessory Refunds
If your equipment return qualifies for a refund under the Sprint Satisfaction Guarantee, you will receive the amount you paid for the device 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 equipment 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 phone or device, 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 phone/device within 15 days 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. Phones/devices must be returned to the original place of purchase.
Replacement devices provided as part of an advanced exchange that are not returned within 10 days of receipt of the replacement equipment may be subject to an equipment non-return fee of up to $500.
For any devices or accessories purchased through a Buy One, Get One (BOGO) offer, all devices or accessories purchased must be returned/exchanged to receive a refund or comparable exchange. Each device exchanged may be subject to the $35 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 3rd party, call the following numbers for exchange:
Sprint devices (888-211-4727 or *2); Nextel devices (800-639-6111); 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 regarding Phone Repair and Protection here.