Understanding the return policy for AT&T is essential if you’ve recently bought a device or service that isn’t quite right for you. Whether it’s a new phone, a piece of equipment, or a plan change, knowing the rules can save you time, money, and a lot of frustration.
This guide breaks down everything you need to know. We’ll cover return windows, restocking fees, condition requirements, and the step-by-step process to make a return. Let’s get started so you can handle your return with confidence.
Return Policy for AT&T
AT&T’s main return policy allows you to return most items within 14 days from the date of purchase. This is a standard window for wireless carriers, but the details matter a lot. The policy applies to devices bought from AT&T stores, their website, or over the phone.
It’s crucial to note that the 14-day period is a return period, not just a trial. You must initiate the return within this timeframe. The clock starts ticking the day you receive your device or pick it up from the store.
What Items Are Eligible for Return?
Not everything you get from AT&T follows the same return rules. Here’s a quick list of what you can typically send back:
- Smartphones, tablets, and smartwatches.
- AT&T-branded accessories (cases, chargers, etc.).
- AT&T TV equipment and internet devices (like modems or gateways).
- Prepaid wireless devices (different rules may apply).
Key Conditions for a Successful Return
To get a full refund, your return must meet specific condition requirements. If it doesn’t, AT&T may refuse the return or charge you fees.
- Like-New Condition: The device must be in its original, like-new condition with no damage, scratches, or dents.
- Original Packaging: You need to return all items in the original box. This includes manuals, cables, chargers, and any other pieces that came with it.
- Active for Less Than 50%: For certain services or trial periods, usage may be a factor. It’s best to check early if your unsure.
The Infamous Restocking Fee
One of the most important parts of the return policy for AT&T is the restocking fee. This is a charge for processing your return and repackaging the device for resale.
- The fee is typically $55 for smartphones, tablets, and other premium devices.
- It is often waived if you are exchanging the device for a different model or color.
- Accessories and certain other equipment may not have a restocking fee.
Step-by-Step Guide to Returning an AT&T Device
Follow these steps carefully to ensure your return goes smoothly and your refund is processed quickly.
Step 1: Gather Your Items
Before you do anything else, collect everything that came with your purchase. Find the original box, all accessories, manuals, and the device itself. Double-check that you haven’t misplaced any small items, like the SIM card removal tool.
Step 2: Back Up and Factory Reset Your Device
This step protects your personal data. First, ensure all your photos, contacts, and files are backed up to the cloud or a computer. Then, perform a full factory reset on the device. This erases all your personal information and settings, returning the phone to its original state.
Step 3: Initiate the Return
You have a few options to start the return process:
- Online: Log into your AT&T account on the website or app. Go to your order history and select the item you want to return. Follow the prompts to generate a return label and instructions.
- By Phone: Call AT&T customer service at 800.331.0500. A representative can guide you through the process and email you a return label.
- In Store: Visit a corporate AT&T store (not an authorized retailer). Bring the device, all accessories, your receipt, and a valid ID. The associate can process the return right there.
Step 4: Package and Ship the Item
If you’re returning by mail, place the device and all components securely in the original box. Seal it well. Attach the provided return shipping label clearly on the outside. Drop the package at the designated carrier (usually UPS or FedEx). Keep your tracking number and receipt from the carrier—this is your proof of return.
Step 5: Monitor Your Refund
Once AT&T receives and inspects your return, they will process your refund. This can take one to two billing cycles to appear on your account. The refund will typically go back to the original payment method. Watch your bank statement or AT&T bill credit for the adjustment.
Special Cases and Exceptions to the Policy
The standard 14-day policy doesn’t cover every situation. Here are some common exceptions you should be aware of.
Returns for AT&T Internet or Fiber Equipment
If you’re canceling your AT&T Internet, TV, or Fiber service, you must return the leased equipment (like modems or set-top boxes). The return window is usually 21 days from the date of service cancellation. Failure to return this equipment will result in a non-return fee, which can be several hundred dollars.
Wearables and Specialized Devices
Devices like smartwatches or connected car systems may have slightly different return policies. Always verify the specific terms at the time of purchase, as they can vary from the standard smartphone policy.
Defective or Damaged Items
If your device is defective (DOA – Dead On Arrival) or damaged out of the box, you should contact AT&T immediately. They will often replace it under warranty without charging a restocking fee, even if you’re outside the 14-day return window. This process is different from a standard return.
Online-Only or Promotional Items
Some items sold exclusively online or as part of a special promotion may have unique return conditions. These details are usually listed clearly on the product page or promotion terms. It’s your responsibility to read these before buying.
Exchanges vs. Returns
Sometimes you don’t want to leave AT&T; you just want a different phone. In this case, an exchange might be a better option.
Benefits of an Exchange:
- The restocking fee is usually waived when you exchange for another device.
- You can keep your existing phone number and plan without interruption.
- The process is often faster than a full return and repurchase.
How to Process an Exchange:
- Visit an AT&T store or contact customer service within your 14-day return period.
- Explain that you want to exchange your current device for a different one.
- They will process the exchange, often applying any price difference as a credit or charge.
Tips for a Hassle-Free AT&T Return
A little preparation can make the return process much smoother. Here are some pro tips based on common customer experiences.
Read the Fine Print Before You Buy
Before you click “purchase,” take a moment to review the return policy linked at the bottom of the product page. Note the return window, any potential fees, and condition requirements. This prevents nasty surprises later.
Keep the Original Packaging
It’s tempting to throw away the box and plastic inserts. Don’t. If there’s any chance you’ll return the device, keep the original packaging intact for at least the first two weeks. It makes repacking much easier and is a firm requirement from AT&T.
Act Quickly and Document Everything
Don’t wait until day 13 to start the return. If you’re unhappy, begin the process within the first week. When you ship the item, take a photo of the sealed box with the label attached. Keep all email confirmations and your shipping receipt until the refund is complete.
Understand Your Billing Cycle
Refunds often appear as a credit on your AT&T bill. If you paid with a credit card, it might take a few days for the refund to post after the bill credit is issued. Knowing your billing cycle dates helps you know when to expect the money.
Frequently Asked Questions (FAQ)
What is AT&T’s return policy?
AT&T’s standard return policy gives you 14 days from the date of purchase to return a device for a refund, subject to a restocking fee and condition requirements.
Can I return an AT&T phone after 14 days?
Generally, no. Returns are not accepted after the 14-day period. However, if the device is defective, it may be covered under the manufacturer’s warranty for a repair or replacement instead.
How much is AT&T’s restocking fee?
The restocking fee is usually $55 for smartphones, tablets, and similar devices. It is often waived if you are doing an exchange for a different model.
Can I return an online purchase to an AT&T store?
Yes, you can typically return an online purchase to a corporate AT&T store. Bring your order confirmation, the device in its original packaging, and a valid ID. It’s a good idea to call the store first to confirm they can handle it.
How long does an AT&T refund take?
After they receive your return, it can take up to two billing cycles for the refund to appear as a credit on your account. If you paid by credit card, the funds may take additional days to post to your card after the bill credit is issued.
What if I bought my device from a retailer like Best Buy?
Devices purchased from third-party retailers are subject to that retailer’s return policy, not AT&T’s. You would need to contact Best Buy or wherever you made the purchase to initiate a return or exchange.
Do I need to cancel my service if I return my device?
Not necessarily. Returning a device doesn’t automatically cancel your wireless service. You can keep your service active by switching to a different device (like an old phone) or you can cancel your line entirely, which may involve early termination fees if you’re on a contract.
Common Problems and How to Solve Them
Even with the best planning, issues can arise. Here’s how to tackle common return problems.
Lost Original Packaging
If you’ve lost the box, contact AT&T customer service immediately. They might still accept the return but could deduct an additional packaging fee. It’s always better to have the original packaging, but they may provide an alternative solution.
Return Label Issues
If your pre-paid return label is expired or won’t scan, call customer service for a new one. Do not use your own shipping method without authorization, as you may not be reimbursed and AT&T might not track the package correctly.
Refund Not Received
If it’s been over 60 days and you haven’t seen your refund, first check your AT&T bill for a credit. If it’s not there, contact customer service with your return tracking number and documentation. They can open a investigation to locate the refund.
Restocking Fee Disputes
If you believe a restocking fee was charged in error (for example, for a defective device), explain the situation calmly to a customer service manager. Have your documentation ready, including notes on when you first reported the issue.
Navigating the return policy for AT&T is straightforward when you know the steps and requirements. Remember the 14-day window, prepare for a possible restocking fee, and always return the device in its original condition with all accessories. By following this guide, you can ensure your return or exchange is processed efficiently, getting you back to the device or service that truly fits your needs.