Verizon Wireless Return Policy

If you’ve just bought a new phone or device from Verizon and it’s not quite right, understanding the Verizon Wireless return policy is your first step to a solution. This guide breaks down everything you need to know to make a return or exchange smoothly, saving you time and potential headaches.

We’ll cover the critical timeframes, condition requirements, and step-by-step instructions for returning items in-store, by mail, or even after a promotion. Knowing the rules helps you avoid restocking fees and ensures you get the refund or replacement you expect.

Verizon Wireless Return Policy

The core Verizon Wireless return policy gives you 30 days from the date you receive your item to decide if it works for you. This applies to most devices like smartphones, tablets, smartwatches, and even certain accessories. It’s a fairly standard window, but it goes by quickly, so it’s good to test your new device thoroughly as soon as you get it.

Remember, the 30-day period is your key to a worry-free return. If you miss it, your options become much more limited and will likely involve warranty claims instead of a simple return.

What Items Are Eligible for Return?

Not everything you buy from Verizon follows the exact same return rules. Here’s a quick list of what typically can be returned within the 30-day window:

Smartphones and basic phones
Tablets and laptops
Smartwatches and connected devices (like Jetpacks)
Certified Pre-Owned devices
Most Verizon-branded accessories (cases, chargers, screen protectors)

What Items Have Different Rules?

Some products have special return conditions you should be aware of:

Opened Audio/Video Products: Items like wireless headphones or speakers that have been opened may not be eligible for return due to hygiene reasons. Always check the specific product details before purchasing.
Specialty Items: Certain connected home devices or third-party electronics might have their own return policies managed by the manufacturer. Verizon will usually inform you of this at purchase.
Digital Content & Apps: Downloads, subscriptions, and purchased apps are generally non-refundable once you’ve started using them.

The Condition of Your Return

To get a full refund, your device and it’s accessories must be in like-new condition. Verizon will inspect returns carefully. Here’s what they look for:

All Original Parts: You must return the device, battery, back cover, and all manuals.
All Original Accessories: This includes the charger, charging cable, headphones (if included), and any other items that came in the box.
No Damage: The device cannot have any scratches, dents, cracks, or water damage.
Factory Reset: You must erase all your personal data and remove any accounts (like Google or iCloud). The device should be reset to its original factory settings.
Original Packaging: While not always strictly required, returning everything in the original box is highly recommended and can prevent delays.

Understanding Restocking Fees

This is a common point of confusion. Verizon charges a $50 restocking fee for most smartphones, tablets, and smartwatches that are returned after being opened. Think of it as a fee for processing an opened item that can no longer be sold as new.

Here are some important exceptions to the restocking fee:

Devices returned unopened in their original sealed box.
Items returned due to a defect or under warranty.
Returns where Verizon made an error (like shipping the wrong item or color).
Certified Pre-Owned devices typically do not have a restocking fee.
Most accessories (cases, chargers, etc.) also do not have this fee.

Step-by-Step Return Process

You have two main options for returning a Verizon device: by mail or in a store. Here’s how to do both.

How to Return a Device by Mail

Returning by mail is convenient if you don’t live near a Verizon store. Follow these steps:

Initiate the return online by signing into your My Verizon account or through the Verizon app. Go to your order history and select the item you want to return.
Follow the prompts to print your prepaid return shipping label and packing slip. If you don’t have a printer, you can request a label be mailed to you, but this will slow the process down.
Securely pack the device, all accessories, and the packing slip in a box. Use the original box if possible.
Attach the prepaid shipping label to the outside of the box and remove any old labels.
Drop the package off at the designated carrier (usually UPS or FedEx). Get a receipt for your drop-off as proof.
You can track your return using the tracking number on your receipt. Refunds are usually processed within 2-3 business days after Verizon receives and inspects the return.

How to Return a Device In-Store

Visiting a corporate Verizon store is often the fastest way to get your refund processed. Here’s what to do:

Bring the device, all accessories, original packaging, and your receipt or order confirmation.
Bring a valid government-issued photo ID. The name on the ID should match the name on the account.
If you are not the account manager, it’s best to have them with you, or ensure you are an authorized user on the account. The store associate will need to verify account ownership.
The associate will inspect the device and process the return. Your refund will be issued on the spot if you paid by cash or card. If you financed the device, the associated Device Payment Agreement will be canceled.

Exchanging a Device

If you just want a different color, model, or size, an exchange is often simpler than a return and repurchase. You can process an exchange within the same 30-day window.

In-Store: This is the easiest method for an exchange. The store can check real-time inventory and handle the entire transaction in one visit. Note that a restocking fee may still apply to the original device.
By Mail: You typically need to process the return first and then place a new order for the desired item. This means you’ll be without a device for a short period while the return is processed.

Returns After a Promotion

This is a critical area. If you returned a device that was part of a promotion (like “Get a $500 promo card with a new iPhone”), the promotion will be voided. Verizon will claw back the value of the promotion.

For example, if you received a $500 virtual prepaid card and then return the device, Verizon will deduct $500 from your refund amount. If the refund is already processed, they may bill your account for the $500. Always read the specific terms and conditions of any promotion carefully.

What About Defective Devices?

If your device is defective (it won’t turn on, has a faulty screen, etc.), you have options beyond the standard return policy:

Within 30 Days: You can simply return it under the standard policy for a full refund or exchange. No restocking fee applies for defective items.
After 30 Days (Manufacturer’s Warranty): Most devices have a one-year manufacturer’s warranty. Contact Verizon support, and they will guide you through the warranty claim process, which usually involves receiving a certified like-new replacement device.
Extended Protection Plans: If you purchased Verizon’s Total Mobile Protection or Mobile Protect plan, you have additional options for claims, including accidental damage coverage, often with a deductible.

Returning Accessories

Accessories like cases, chargers, and screen protectors generally follow the same 30-day return policy. They must be in new condition, with original packaging. A restocking fee usually does not apply to accessories, but it’s always best to confirm before making the return.

Refund Timelines and Methods

How you get your money back depends on how you paid and how you returned the item.

Credit/Debit Card: Refunds are issued back to the original card. It can take 2-3 billing cycles for the credit to appear on your statement, though it often posts within 3-5 business days after processing.
Verizon Device Payment Agreement: If you financed the device, the agreement is canceled, and any down payment or taxes paid are refunded. Your monthly bill will be adjusted.
Verizon Gift Card or Prepaid Card: The refund will be issued as a new Verizon gift card.
Bill Credit: In some cases, the refund may be applied as a credit to your Verizon account balance.

Tips for a Smooth Return Experience

Act quickly. Mark the 30-day deadline on your calendar as soon as you receive your device.
Keep all packaging, receipts, and accessories together until you’re sure you’re keeping the item.
Take photos or a video of the device and serial number before you send it back, just for your records.
If returning by mail, use the provided prepaid label and get a drop-off receipt.
For expensive items, consider adding shipping insurance, even if it’s not required by Verizon.
Always remove your screen protector and case before returning the device, as these are considered accessories and must be returned separately if they were included.

Common Mistakes to Avoid

A few small oversights can delay your refund or even make your return ineligible.

Missing the Deadline: The 30-day window is firm. Day 31 is too late for a standard return.
Forgetting to Factory Reset: This is a major privacy risk and can delay processing.
Not Returning All Accessories: Forgetting the charger or cable can result in charges for the missing parts.
Using the Wrong Return Method: If you bought a device online from a third-party retailer (like Best Buy), you usually cannot return it to a Verizon store. You must follow the retailer’s policy.
Damaging the Device During Testing: Be careful. A single crack or deep scratch can void your return eligibility.

FAQ: Verizon Return Policy Questions

Can I return a phone if I don’t like it?

Yes, absolutely. Within the 30-day return window, you can return a phone simply because you changed your mind, as long as it meets the condition requirements. A $50 restocking fee will apply for opened devices.

What is Verizon’s return policy for online orders?

The policy is the same for online and in-store purchases: 30 days from receipt. Online returns are typically done by mail using a prepaid label generated from your My Verizon account.

How long does it take to get a refund from Verizon?

Once Verizon receives and inspects your return, it usually takes 2-3 business days to process the refund. The time it takes for the credit to appear on your original payment method depends on your bank or card issuer, often 3-5 additional business days.

Can I return a phone after activating it?

Yes, activation does not affect your eligibility to return the phone within the 30-day period. You are still covered by the standard Verizon Wireless return policy.

Does Verizon have a return policy for prepaid phones?

Prepaid devices are also covered by a 30-day return policy, but they must be returned to the original place of purchase with the original receipt. Restocking fees may vary for prepaid devices.

What if I’m returning a device I got as a gift?

You will need the original order number or receipt. The refund will typically be issued in the form of a Verizon gift card to the original purchaser’s account or as a store gift card.

Can I return a Verizon device to an authorized retailer?

No, generally you cannot. Devices purchased at an authorized retailer (like Costco or Walmart) must be returned to that specific retailer, following their return policy, which may differ from Verizon’s direct policy.

Understanding the details of the Verizon Wireless return policy empowers you to shop with confidence. By knowing the 30-day window, preparing your device correctly, and choosing the right return method, you can handle any post-purchase changes smoothly. Always double-check the latest policy on Verizon’s official website or by contacting customer service, as terms can occasionally be updated.