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Satisfaction guarantee and warranty on device

Fido satisfaction guarantee and manufacturer's warranty on phones, smartphone and Fido Home Phone and Internet devices

Fido offers you a satisfaction guarantee if you are not satisfied with the phone model recently purchased, and a 1-year after-sales manufacturer’s warranty from the date of purchase.

We also offer the Fido satisfaction guarantee and manufacturer’s warranty on accessories.

Eligibility conditions for the Fido satisfaction guarantee:

  • If you purchased at the Fido retail store, count 15 days from the purchase date..
  • If you purchased from Fido.ca or the Fido call centre (including Express Pickup), count 30 days from the date the order was shipped.
  • You must return all items of the original purchase, meaning the original box and all of its contents (phone or Internet device, charger, user guide, etc.), in its complete and original condition.
  • You must have the original proof of purchase.

Please note that you will be billed for all charges until the deactivation of your service.

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Exchanging a defective unit or for another model (if you are eligible):

Things to Know

  • Only one exchange is allowed.
  • Exchanges for the same model in a different color are authorized.

For purchases made in-store

Things to Know

  • The phone cash receipt is the proof of purchase.

How to proceed

  • You must complete the request at the original point of sale.

For purchases made over the phone (FidoDirect or Customer Service)

Things to Know

  • The phone warranty letter is the proof of purchase.
  • You must wait for the replacement phone first. Once received, you have 10 days from this date to send us back the original phone. Otherwise, it will be charged to your account.
  • The price difference between the two phones, if any, will be charged to your account.
  • You will need to use the prepaid return label provided with your new phone. If you can’t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.
  • If you have provided an email address, you will receive an automated hardware exchange order confirmation email.

Prepaid service

  • Payable upon delivery (COD); the refund is sent by cheque once the warehouse receives the returned unit.
  • In the case of a prepaid account, the cost of the phone (retail price) will be payable upon delivery (COD). This charge will then be refunded by cheque once the warehouse receives the defective phone.

How to proceed

  • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

For purchases made on fido.ca

Things to Know

  • The phone warranty letter is the proof of purchase.
  • You will need to use the prepaid return label provided with your new phone. If you can’t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.
  • If you have provided an email address, you will receive an automated hardware exchange order confirmation email.
  • The refund process will be automatically initiated once we have received the equipment and the refund will be applied on the same credit card you originally used.

If you don’t yet have a Fido account:

How to proceed

  • If you already accepted the order:
    • Return the device (including all items of the original purchase) by using the prepaid return label provided with your new phone.
    • Place a new order on fido.ca.

If you already have a Fido account:

How to proceed

  • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

 

 
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Return for a refund (if you are eligible):

For purchases made at a Fido store

Things to Know

  • The phone cash receipt is the proof of purchase.

 

How to proceed

  • The return needs to be processed at the original point of sale.

For purchases made over the phone (FidoDirect or Customer Service) or on fido.ca

Things to Know

  • The phone warranty letter is the proof of purchase.
  • You will need to use the prepaid return label provided with your new phone. If you can’t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.
  • The refund will be processed automatically upon receipt of the equipment in good condition at the warehouse and refunded as follows:
    • Paid by credit card:
      • The credit will be applied to your account, if your account is still active. Otherwise, the reimbursement will be applied on the original credit card (used for the payment).
  • If you wish to return a device and cancel your account, contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

    Prepaid services:
  • Once the warehouse receives the unit, the reimbursement will be applied on the original credit card used for the payment.

How to proceed

  • Return the device (including all items of the original purchase) by using the prepaid return label provided with your new phone.
    • Write down the return tracking number.
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Not eligible for an exchange or a refund

Exchanges for another model or returns for refund are only possible if you are eligible for the Fido satisfaction guarantee. If your hardware is defective, Fido offers you a 1-year after-sales manufacturer’s warranty:

After-sales manufacturer’s warranty

The after-sales manufacturer’s warranty

The after-sales manufacturer’s warranty covers problems or malfunctions due to a manufacturer’s defect for any Fido phone from 16 days up to 365 days from the date of purchase.

If your warranty period is over or the defect is not covered by the manufacturer’s warranty, you can opt for one of the following options:

Buying a new phone

Device Protection Services

Fido Home Phone

  • The Fido Home Phone device is not eligible for the Fido Repair and Loaner program.
  • For help with a defective device (16-365 days from the date of purchase), please contact us.
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