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RETURN & WARRANTY

What is your warranty and repair policy?
Type of repair What to do Appicable charges

Money Back Guarantee
(Within 15 days of original phone activation)

Return the phone with original contents, packaging and proof of purchase to The Mobile Shop for exchange or refund.

No charge – full refund of phone purchase price.

Warranty mobile phone exchange
(30 days or less of original phone activation)

Return the phone with original contents, packaging and proof of purchase to The Mobile Shop and exchange for another of the same model.

The phone must be free of physical and liquid damage. Any damage will void the warranty.

If you’re returning a smartphone, we recommend you back up your data before bringing it in for repair. For instructions, check your smartphone User Guide or visit our Support Section.

If the device is covered under warranty, there will be no associated costs for repair. If the damage is not covered by standard warranty (i.e., from liquid or physical damage), an estimated cost of repair will be provided for your approval.

First year manufacturer's warranty phone repair
(between activation and 1 year of purchase)

Bring your phone to The Mobile Shop and arrange for repair under the manufacturer's warranty.

A loaner will be available while you wait for yours to be assessed and repaired. Call The Mobile Shop to inquire about stock availability prior to dropping off your device.

Your phone must be free of physical and liquid damage. Any damage will void the warranty.

There’s no charge for the repair if the defect is covered under the Manufacturer’s Warranty. Once submitted for an in-warranty repair, your device will be diagnosed at The Mobile Shop and then assessed at a Service Centre if necessary.

A loaner phone will be provided to you.

Note: The Manufacturer’s Warranty does not cover damage from misuse, like moisture or physical damage. Service, support and repair charges may apply. If your mobile phone cannot be repaired, all personal content (images, ringtones, contacts, etc.) will be lost.

Out-of-warranty phone repair
(Expired warranty and/or issues not covered by the manufacturer’s warranty)

Bring your phone to The Mobile Shop (for a list of kiosk locations, click here) along with a proof of purchase. We’ll arrange to have it sent out for assessment and repair.

There will be a $30 charge for repair administration at The Mobile Shop. A Mobile Advisor will provide you with an estimate of any additional repair costs.

There is a $50 loaner administration fee at The Mobile Shop.

A loaner phone will be provided to you ($200 is required). You will receive a full refund of the deposit if the loaner phone is returned in good working order.

Note: If your mobile phone cannot be repaired, all personal content (images, ringtones, contacts, etc.) will be lost.

What kind of damage isn't covered under the Manufacturer's Warranty?

Here are some of the categories of damage your warranty will not cover:

Water Damage
Mobile phones aren't swimmers. If they get wet, they have very little chance of surviving and are not covered by warranty. Common causes for moisture damage include:

  • Being dropped in water or on a wet car floor.
  • Spilling liquid on the phone.
  • Rain, fog or mist droplets.
  • Leaving the phone on moist surfaces like countertops.
  • Body perspiration, which can cause the main circuit board to rust.
  • Water condensation caused by leaving the phone in the bathroom while taking a shower or by leaving the phone in a vehicle overnight.

Things you should know about water damage:

  • Problems caused by moisture may not occur immediately.
  • Often corrosion will appear on the phone charging port.
  • Only Mobile Advisors at The Mobile Shop can open your phone to check for moisture damage.

Physical Damage

If your mobile phone is damaged due to neglect or abuse it won't be covered by the Manufacturer's Warranty. Some examples of physical damage include:

  • Broken LCD screen
  • Broken flip
  • Damage to housing
  • Broken charging port
  • Warped internal components
  • Bent/cracked main board

Things you should know about physical damage:

  • You can damage your phone by carrying it in your pocket, especially with other items like a set of keys.
  • Damage can occur when a phone is repeatedly knocked by items in a purse, knapsack or briefcase.
What kind of service credits am I eligible for if I am not provided a loaner device at time of my device repair submission?

If no loaner device is available at the time you submit your device for repair, we will provide you with a service credit for the duration you do not have a loaner device and your device is in repair.
There are two types of service credits available:

Loaner Device Delay Credit

If there is no loaner device immediately available at The Mobile Shop location at the time you submit your device for repair and it takes several days to arrive at The Mobile Shop, a credit will be applied to your account when you submit your device in for repair. This $5 service credit will ensure you are not paying for service for the few days you are without a loaner device while your device is being repaired.

Loaner Device Unavailable Credit

If you were not provided with a loaner device for the duration of your device’s repair, a credit will be applied to your account when you pick up your repaired device. The amount of this service credit will depend on your monthly reoccurring charges and the duration your device was in repair. You will not be paying for your service for the period of time your device was in repair, if no loaner device was offered to you at The Mobile Shop.

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