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Fido's exchange and return policy on mobile devices

If you are not satisfied with your Fido mobile device, you can return (or exchange) it to the store you purchased it from, provided the following return criteria is met:

Return period:

  • In store purchase at a Fido Retail store - Within 15 days from purchase date.
  • Purchases made on Fido.ca or the Fido call centre - Within 30 days of shipment of the device.
  • Purchases ordered with Express Pickup – Within 30 days of receiving the device.

Return condition:

  • Device is in it’s original condition with all accessories.
  • Must not have any physical or moisture damage.
  • Device passwords and locks are removed.

Start a return request

Please follow the steps below based on how you purchased your device:

Purchased from Fido.ca or the Fido call centre:

Returns/Exchange Defective Device Exchange
  • Ensure device meets return criteria above.
  • Contact us  to validate your return/exchange eligibility.
  • Defective devices eligible for exchange must be shipped back within 10 days.
  • Ensure device meets return criteria above.
  • Contact us to validate your return/exchange eligibility.
Express Pickup Express Pickup – Defective Device Exchange
  • Ensure device meets return criteria above.
  • Return/exchange must be done at the same Fido store where the device was picked up.
  • Ensure device meets return criteria above.
  • Contact us to validate your return/exchange eligibility.
  • Defective devices eligible for exchange must be shipped back within 10 days.

Purchased from a Fido Retail store:

Returns/Exchange Defective Device Exchange
  • Ensure device meets return criteria above.
  • Device must be returned or exchanged at the same store where it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.
  • Original receipt and documentation is required.
  • Ensure device meets return criteria above.
  • Contact the retailer where you purchased the device for further support.
  • Defective devices eligible for exchange must be returned to the same store it was purchased from.

 

Purchased from other retailer (e.g., Best Buy or other non-Fido stores):

 

Returns/Exchange Defective Device Exchange
  • Ensure device meets return criteria above.
  • Device must be returned or exchanged at the same store where it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.
  • Original receipt and documentation is required.
  • Ensure device meets return criteria above.
  • Contact the retailer where you purchased the device for further support*
  • Defective devices eligible for exchange must be returned to the same store it was purchased from*.

* Other retailers may have additional rules and charges for returning devices.  Please contact them for more info.

Returning your device (via shipment)

  1. Make sure:
    • You’ve done a master reset on the device to erase all content
    • Removed all passcodes or hardware locks
    • Other device-specific locks are removed

    To remove: Apple 'Find my iPhone' lock; Android 'Google Account' lock.

    More info on how to unlock your iPhone here.
  2. Place device and all included accessories and manuals into the original or comparable box, including bubble wrap or newspaper to protect the contents.
  3. Affix to the outside of the package the self-adhesive Return shipping label enclosed with your device.
  4. Record the tracking number from the Return shipping label. You can track your package at www.purolator.com
  5. Drop off the package at the nearest Purolator depot or drop box. Visit www.purolator.com for locations nearest you or call Purolator at 1- 888 744-7123

After your device has been returned

If return or exchange is ELIGIBLE:
Your return will be processed and your account charges adjusted within 4 weeks of the device being received by Fido.

If your return or exchange is INELIGIBLE:
Your device will be returned to you and account adjustments will not be applied.

If Fido determines that the device received has damages that are not covered under the manufacturer's warranty, or has a hardware lock that Fido cannot remove, you will be charged applicable device charges (plus applicable taxes), and the device that you sent us will be returned to you.

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