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 to deactivate service or within 14 days of purchase for accessories and devices purchased with no service and Sprint will:
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) and applicable charges and/or fees (including but not limited to Spending Limit Program Charge, Paper Bill Fee, Detail Bill Fee) on a prorated basis. If service is canceled within 3 days of activation, the activation/upgrade fee will be refunded (Sprint Prepaid devices are not subject to an activation fee). Funds deposited into a Sprint Prepaid account are not refundable or redeemable for cash or credit during or after the 14-day return period. Sprint Prepaid refill cards, PINs, or other funds are not refundable or redeemable for cash or credit.
For Sprint postpaid devices, 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.
Sprint Easy PaySM or customers with a leased device 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 to deactivate service and Sprint will:
refund [credit] any payments , including any applicable taxes and surcharges, made towards the cost of your device, less any applicable fees, and waive your remaining unpaid balance.
Easy PaySM customers who return their device via mail will be billed the remaining device balance due under their installment agreement. These charges will be credited when the device is received and processed by Sprint. Customers who wish to avoid having these charges appear on their bill can return their Easy PaySM device to a Sprint-owned retail store instead. Customers who purchased on sprint.com or by phone must return their device through a Sprint Retail store. To find a store near you, visit sprint.com/storelocator.
Leased devices cannot be returned by mail and must be returned to their original place of purchase or, if purchased online or by phone, must be returned to a Sprint Retail store. To find a store near you, visit sprint.com/storelocator.
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.
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) and applicable charges and/or fees (including but not limited to Spending Limit Program Charge, Paper Bill Fee, Detail Bill Fee) on a prorated basis.
Sprint Easy PaySM or One-UpSM customers who exercised their annual upgrade will be returned to their prior installment billing agreement status. Per the terms of Sprint's Giveback Policy, Sprint cannot ensure that Sprint will be able to return your old device. To review the full Giveback Policy, click here. If Sprint cannot provide your old device, you will be provided with a comparable device.
The Sprint Easy Pay SM for Accessories program also allows eligible customers to purchase accessories and pay for the price of the accessories in 12 monthly installments, subject to a minimum financed amount per transaction, per line financing limitsand approved credit. Applicable down payment and sales taxes and other surcharges based on full purchase price of the accessories required to be paid at the time of sale.
Sprint Easy Pay SM for Accessories customers can also try their accessories for 14 days.
Want to return some accessories and hold on to others? No problem. Sprint Easy Pay SM for Accessories customers have two choices in handling the return of less than all the accessories covered under their installment agreement. Simply choose the one that works best for you.
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 it's within the first 14 days of activation or purchase of a new product, the Sprint Satisfaction Guarantee lets Postpaid customers exchange their 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 of up to $35 for devices and $75 for tablets may apply.
Sprint Easy Pay SM customers or customers with a leased device who wish to exchange to a different device must return the existing device and may be required to execute a different installment billing agreement or lease agreement. Exchanges for these devices cannot be processed thru the mail; you must go back to place of purchase. Customers who purchased via sprint.com or by phone must go into a Sprint-owned retail store to exchange devices. To find a store near you, visit sprint.com/storelocator.
Are you an existing Postpaid customer unhappy with your recent upgrade to a new device with and contract term? Want to go back to an old device and prior contract status? If you have your old device, 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.
Sprint Easy PaySM or One-UpSM customers who exercised their early upgrade will be returned to their prior installment billing agreement status. Per the terms of Sprint's Giveback Policy, Sprint cannot ensure that Sprint will be able to return your old device. To review the full Giveback Policy, click here. If Sprint cannot provide your old device, you will be provided be a comparable device.
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 or Sprint Prepaid 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.
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 and surcharges. Your refund may exclude any instant discounts received at purchase or charges for shipping or deposit.
For cash purchases in a Sprint-owned retail store, we will refund in cash up to $175 (subject to available cash in store). For refunds greater than $175, we will issue a check within 14 business days. Please note that this policy may not reflect the policies of our authorized third-party dealers or retailers.
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.
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.
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.