FAQ

Mobility: Repair your phone

TELUS offers hassle-free returns, in-warranty and out-of-warranty repairs for all TELUS devices. There are no assessment charges, loaner fees 1 or add-on repair charges to have your device repaired at TELUS. Our priority is getting you reconnected as fast as we can. Find out what is covered and what to do if you have a problem with your device. Before getting started, you can check your warranty coverage here or by visiting telus.com/checkwarranty.

Warranty

Only manufacturer’s defects are covered under the manufacturer’s limited warranty. This does not include physical and/or liquid damage.

To keep your phone running smoothly, download the TELUS Device Checkup app.

TELUS Device Checkup is available on Android devices (running Android 4.4+) and iOS devices (running iOS 8+). Download today from the Google Play Store or the Apple App Store or bring to any TELUS store for a free checkup.

What you need to know

  • Only in-warranty devices will be repaired free of charge.
  • If your device is out-of-warranty, you must pre-authorize up to the out-of-warranty limit in order to submit for repair.
  • For status updates on repairs:
    • In-Store repair: Contact the location handling your repair.
    • Mailer: Contact us.

NEW

Purchased within the last 15 2 days

Return your device to the original point of purchase

If you are not satisfied with your device it can be returned under our return policy for a full refund or exchange. You are responsible for paying your first bill if you have gone over the trial limits set in your contract and you choose to return the device. If, after running TELUS Device Checkup, your device is found to be defective, it can be returned or exchanged for a new phone at no charge.

IN WARRANTY

Phones covered under the manufacturer's limited warranty

If your phone is found to be defective we’ll get it repaired right away

It will be sent out to the manufacturer’s repair centre for repair, testing and certification. Our promise to you is to get your phone fixed and back from repair within 10 calendar days. While out for repair, we’ll provide you with a free, amazing loaner phone.

Your repaired phone will keep the balance of its limited warranty and have a 90 day repair warranty, whichever is longer.

OUT OF WARRANTY

Phones not covered by the manufacturer’s limited warranty; are physically damaged and/or have liquid damage

COVERED BY APPLECARE+

iPhone is covered under Apple's 2 year AppleCare+ warranty

COVERED BY DEVICE CARE

Warranty coverage extends to 2 years.

CERTIFIED PRE-OWNED

Covered under the TELUS 1 year certified pre-owned warranty

If you would like to submit your phone for an out-of-warranty repair at TELUS, you will be required to authorize payment up to the out-of-warranty limit for the phone (the economical repair limit for the device).

If your phone cannot be repaired because it is beyond economical repair, it will be returned from the Authorized Service Centre unrepaired, and alternate options such as in-market offer or local phone repair shop should be discussed.

For your convenience, we recommend one of these established walk-in repair shops for quick, economical service if out-of-warranty repair is desired outside of TELUS:

uBreakiFix, Fonelab, Mobile Klinik, Fixt

Tell us what you think It's in our nature to listen. As TELUS.com/business continues to evolve, we'd love to hear more from you.