If you’ve recently bought something from AT&T and need to send it back, understanding the AT&T return policy is your first step. This guide breaks down everything you need to know to make the process smooth and stress-free.
Whether it’s a phone that didn’t meet your expectations, a accessory that wasn’t compatible, or a simple change of heart, returns happen. AT&T has a structured policy to handle these situations. We’ll walk you through the eligibility rules, time limits, condition requirements, and the step-by-step process for both online and in-store returns.
Knowing the details upfront can save you time and ensure you get your refund or exchange without any unexpected issues. Let’s get started.
AT&T Return Policy
The core of AT&T’s policy is a 14-day return window for most devices and 30 days for most other items. The device must be in like-new condition with all original parts and packaging. Restocking fees may apply, and the policy differs slightly for online versus in-store purchases.
Key Timeframes and Eligibility
Not every item has the same return deadline. Here’s the general breakdown:
- Wireless Devices (Phones, Tablets, Hotspots): You have 14 days from the date you receive the device to initiate a return.
- AT&T TV Equipment & Internet Devices: These also typically follow a 14-day return period.
- Accessories, Wearables, and Other Goods: Many non-phone items, like cases, chargers, or smartwatches, have a longer 30-day return window.
- Prepaid Devices: Return policies for prepaid phones can vary and are sometimes more restrictive; always check your receipt or the prepaid section of AT&T’s website.
It’s crucial to note that the clock starts ticking from the day you receive the shipment, not the day you ordered it. If you’re returning a device because it’s defective, the same timeframes generally apply, but warranty service may be an option after the return window closes.
Condition Requirements: What “Like-New” Means
To qualify for a full refund, your return must meet specific condition criteria. AT&T will inspect the item, so make sure you:
- Include all original components (phone, battery, charger, USB cable, manuals, etc.).
- Use the original box and packaging if possible.
- Remove any personal information from the device by performing a factory reset.
- Ensure the device has no damage—no scratches, dents, cracks, or water damage.
- Don’t remove or alter the original serial number or IMEI label.
If the device shows signs of wear or is missing parts, AT&T may charge a fee or refuse the return altogether. Taking photos of the device before you pack it can be a smart precaution.
The Restocking Fee Explained
This is one of the most common surprises for customers. AT&T charges a restocking fee for most returned wireless devices.
- The fee is typically $55 per returned device.
- This fee applies even if the device is in perfect condition and you’re just changing your mind.
- In some cases, the restocking fee may be waived. This is often at the discretion of a store manager or if the return is due to a documented defect that is AT&T’s fault.
- Accessories and wearables usually do not have a restocking fee.
Always ask about the restocking fee when you initiate the return so there are no suprises on your final bill.
How to Return an Online Purchase
Returning something you bought from att.com involves a few specific steps. Follow this guide closely.
Step-by-Step Online Return Process
- Initiate the Return Online: Log into your AT&T account on the website. Go to “My Orders” or “My Support” to find your recent purchase and select “Return or exchange.” You’ll need your order number and the device’s IMEI or serial number.
- Choose a Reason: Select why you are returning the item from the dropdown menu (e.g., changed mind, defective, etc.).
- Print Your Labels: AT&T will provide a prepaid return shipping label and a return authorization slip. You must print these. The authorization slip goes inside the box.
- Package the Item Securely: Place the device, all accessories, and the authorization slip in the original box. Seal it securely and attach the shipping label on the outside.
- Ship It: Drop off the package at a designated shipping carrier location (like UPS or FedEx). Get a drop-off receipt for your records.
- Track the Return: Use the tracking number on your label to monitor the return’s progress back to AT&T’s warehouse.
Refunds for online returns are usually processed within 2-3 billing cycles after the warehouse receives and inspects your item. The refund will go back to your original payment method.
How to Return an In-Store Purchase
Returning an item to a physical AT&T store is often faster. Here’s what you need to do:
- Bring Everything: Take the device, all accessories, original packaging, and your receipt to a corporate-owned AT&T store. You can find these on the AT&T store locator.
- Bring Valid ID: You will need a government-issued photo ID for the return.
- Visit the Store: Explain that you wish to make a return. The associate will check the device’s condition and process the return in their system.
- Get Your Refund: If approved, your refund is usually issued on the spot. It may be returned to your card, given as store credit, or processed as a reversal if you financed it.
Remember, not all “AT&T” stores are corporate-owned; some are authorized retailers. Authorized retailers may have different return policies, so it’s best to return to a corporate store if you can.
Special Situations and Exceptions
The standard policy doesn’t cover every scenario. Here are some important exceptions.
Defective or Damaged on Arrival Items
If your new device is dead on arrival or has a manufacturer’s defect, you should still follow the standard return process. However, you should:
- Note the defect clearly when selecting your return reason.
- Contact AT&T support immediately to document the issue.
- The restocking fee is usually waived for defective returns, but you must initiate the return within the 14-day window.
Returns for AT&T TV, Internet, or Home Phone Services
When you cancel certain services, you must return the equipment. This includes:
- AT&T TV set-top boxes and remotes.
- Internet modems, gateways, or Wi-Fi extenders.
- AT&T Phone devices.
You will receive a return kit with a prepaid label after you cancel. Failure to return this equipment can result in hefty non-return fees, often hundreds of dollars.
Early Termination and Device Returns
If you cancel your wireless service line during the return period, you must return the device associated with that line to avoid being charged the full device amount. This is closely tied to your buyer’s remorse period.
What About Exchanges?
Exchanging for a different color, storage size, or model is generally handled as a return and a new purchase. This means:
- The 14-day window still applies for the initial return.
- A restocking fee may apply to the returned device.
- You will be charged for the new device, potentially at current promotional pricing.
For a simple swap of the same model (e.g., for a defective unit), the process is more straightforward and often handled as a warranty exchange, which may not incur a fee.
Understanding Your Refund
Once your return is accepted, how and when you get your money back depends on your payment method.
- Credit/Debit Card: Refunds appear in 1-3 billing cycles. Contact your card issuer if you don’t see it after that.
- AT&T Financing (Next Up, Installments): The device charges will be removed from your installment agreement, and your monthly bill will be adjusted.
- Bill Credit: In some cases, the refund may be issued as a credit on your AT&T bill.
- Store Credit/Gift Card: Sometimes, especially without a receipt, returns may be issued as store credit.
Always keep your return documentation until you see the refund posted. If you used a promotion (like a bill credit offer) that required you to keep the device for a certain time, returning it may void those credits.
Tips for a Hassle-Free Return
- Act Quickly: Mark your calendar from the delivery date. Don’t let the 14-day window slip by.
- Keep Everything: Store the original box and all packing materials until you’re sure you’re keeping the device.
- Back Up & Reset: Back up your data to the cloud or a computer, then perform a full factory reset before returning.
- Get Proof: Whether it’s a store receipt or a shipping drop-off receipt, keep it until the refund is complete.
- Verify Store Type: Use the AT&T store locator and filter for “Corporate Owned” to ensure you’re going to the right place.
Frequently Asked Questions (FAQ)
Can I return my AT&T device after 14 days?
Generally, no. The 14-day return policy is strict for postpaid wireless devices. After 14 days, you typically must rely on the manufacturer’s warranty for defective issues, which usually involves repair or replacement, not a refund.
Does AT&T have a return policy for opened items?
Yes, you can return opened items as long as they are within the return window and in like-new condition with all parts included. The restocking fee still applies to eligible opened devices.
What is AT&T’s return policy for accessories?
Accessories often have a more lenient 30-day return policy and usually do not incur a restocking fee. They must be in new condition with original packaging.
How long do AT&T returns take to process?
Once the warehouse receives your return, inspection and refund processing can take up to 2-3 billing cycles. In-store returns are usually reflected much faster, often immediately or within a few days.
Can I return an AT&T phone I bought online to a store?
Yes, you can usually return an online purchase to a corporate AT&T store. Bring your order confirmation, the device, all accessories, and your ID. This can speed up the refund process.
Is there a fee to return a phone to AT&T?
In most cases, yes. A restocking fee of around $55 applies to returned wireless devices, even if they are in perfect condition. This fee is often waived for defective returns.
What if I’m returning a device I financed with AT&T Next?
The unpaid installment balance for the returned device will be canceled. Any down payment or trade-in credit you applied may be refunded, depending on how long ago the purchase was. Your monthly bill will be updated to reflect the removal of those installment charges.
Navigating the AT&T return policy is straightforward when you know the rules. The key is to act within the time limit, keep the device in perfect condition, and retain all original parts. By following the steps outlined for your specific purchase method—online or in-store—you can handle your return efficiently and get back to finding the right product for your needs.