FAQs about return kits

• Visit sprint.com/returns for the detailed policy.

• Up to four devices can be returned using one return kit. Each return kit is associated with specific equipment that allows our warehouse to quickly and easily scan a return package and ensure proper association of the returned equipment to your account.
• It is critical that the correct equipment is returned in each return kit. For multiple device returns, look for the devices listed with the return kit on the online tool to ensure the label is affixed to the package containing the listed devices.

• Watch a short video at sprint.com/senditback that outlines the process for returning a device to Sprint.
• To avoid a Damaged Device Fee, be certain your device is in good working condition and undamaged, all components are included with the device return and that the device is unlocked.
  • To unlock an Apple device, disable the Find My Phone Activation Lock.
  • For Samsung and some other Android devices, disable Reactivation Lock.

Go to Settings > General > Reset > Erase all Content and Settings. You should be asked to enter your iCloud password.

Erasing the content and settings will turn off Find My iPhone which unlocks your device. You will receive an email confirmation that Find My iPhone has been disabled for this device. 

IMPORTANT: You must erase all data before you return your leased iPhone and upgrade to a new iPhone. You will be charged a fee if this is not completed.

• If you have a return number that beings begins with CRP, CAR, or BBT, or is all numbers, check sprint.com/buyback.
• If you have questions regarding an equipment exchange:
  • If you received a replacement device through our Total Equipment Protection Program, direct your questions regarding returns to Asurion at 800-584-3666.
  • If you received a replacement device provided to you by Sprint and not through Asurion or another third party, call 888-211-4727 regarding returns.
• Still can’t request a resend?
  • Engage a chat agent via the Click To Chat icon on the Resend page for assistance.

• You can update the address used to send the return kit during the resend request process.
• If you need to update your billing address for your Sprint account, be sure to update it through My Sprint.

• Return kits cannot be resent if the original kit is still in transit.
• Return kits can be resent a maximum of 2 times. If you have requested a return kit to be resent more than twice, please engage a chat agent for assistance.

• You can use the Return Kit Number (ex. QQ234T5) to Track by Reference on ups.com.

• Allow up to 10 business days after the return is received at the warehouse for any applicable credits to be posted to your account.

• Please contact the store where you returned your device.

• There are several reasons why you may have received a refund for a returned device for an amount less than expected or no refund was provided. Those reasons include:
  • Device was locked: Apple Lock / Android lock
  • Device was damaged
  • Device was not in good working condition and undamaged
    
  • Device was replaced at no cost to you and a refund is not appropriate.
• Click to Chat with a Sprint representative if you are unsure why your refund amount differs from your expectations.

• If you are a Sprint Prepaid customer, please review the Sprint Prepaid Terms & Conditions for more information.