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Sprint values its relationship with you and offers a return policy for equipment and services purchased directly from Sprint. Please note that this policy may not reflect the policies of authorized retailers of Sprint.
If you are new to Sprint, but discover that you are not completely satisfied with your new device, plan or service, return your device to the original place of purchase (unless otherwise specified below) and deactivate your service within 30 days of activation, or 30-days from date of purchase if the device was never activated. We'll refund any activation fee, waive your early termination fee and only bill you for access and airtime charges accrued on your account through the deactivation date.
If you are an existing customer and you are not satisfied with your upgraded device or your new service offer, you can contact Sprint within 30 days of your new contract or activation of your new device, whichever came first, to be restored to your previous contract. The terms and conditions applicable to your previous contract with Sprint will apply, and if you terminate your contract before the end of your term, you will be obligated to pay any applicable early termination fees. Please note that in some cases we may not be able to restore you to your previous rate plan or other service offers that we no longer offer. If you received a service offer or discounts in exchange for a new contract term, the service credits and discounts will be removed from your account, and you will be debited for any credits received. If you upgraded your device, you must return it to your original place of purchase (unless otherwise specified below) and request that we restore service to your previous device.
Equipment covered under the 30 Day Guarantee must be new equipment. In addition to returning a device, you may exchange a device for another model of your choosing. You are limited to one discretionary exchange within the guarantee, although this exchange will not extend your 30 day period. If your new device fails within the first 30 days, you also have the option of replacing the device with a new device of the same model (see "Instructions for Exchanges and Returns" section below).
All equipment returned due to cancellation of services must be deactivated at the time it is returned to Sprint (if returning to a store) or before it is returned to Sprint (if returning by mail). If a device is returned and service is cancelled on a later date, you will be charged through the end of the cycle. If you do not return the device within the 30 days, regardless of whether service is deactivated, you will be subject to an Early Termination Fee of up to $200. Please visit sprint.com/etf for specific details.
The refund amount for returned equipment will be for the amount you paid at the point and date of purchase for the device and associated taxes. The refund amount will exclude any instant discounts received at purchase or any charges for shipping or deposit. A total cash refund up to $75 will be provided for cash purchases returned to a retail store. Refunds for cash payments in excess of $75 will be made within 14 business days by a Sprint-issued check. Refunds for purchases made by check are subject to verification of funds issued within 14 business days of the return or the verification. Returns on purchases billed to your account will be credited to the same account. Credit for the returned device or accessory is applied to your account within 30 days from the date the equipment is received at Sprint's warehouse or returned to the place of purchase. Returns made by mail will be credited when Sprint's warehouse receives your device. If any contents are missing or incorrect equipment is received, a credit or refund will not be processed and the incorrect equipment will not be returned. Credits may take up to one to two billing periods to appear on your account. Deposit refunds will be processed by Sprint Account Services after the return has been completed and will take up to two billing periods after the device has been returned.
If you would like to exchange or return your Sprint device or accessory within 30 days of activation or 30 days from date of purchase if the device was never activated, please follow the instructions below according to where you made your initial purchase. Please note that all returns and exchanges require the original or a photocopy of the original receipt. You can pay for replacement equipment by credit card or bill it to your account (if eligible).
Returns/exchanges must be undamaged/like new and contain ALL originally packaged device and accessory components (manuals, packaging, battery, charger, ear bud, clip, proof of purchase etc.). A qualifying phone must be capable of being turned on with the display screen in working condition. Sprint may charge a $25 restocking fee per device or accessory returned that does not include all original kit components and packaging. For any devices or accessories purchased through a Buy One, Get One (BOGO) offer, all devices or accessories purchased must be returned/exchanged to receive a refund or comparable exchange.
If you would like to return or exchange a device or accessory purchased at a corporate-owned Sprint store within the 30-day return window, please go back to the place of purchase.
Steps to Return the Device or Accessory to a Corporate-Owned Store :
In the event that you can not return to the location you purchased the equipment, any corporate-owned Sprint store will be able to process your exchange or return. Click here to find the nearest corporate-owned Sprint Store.
Sprint can only process an exchange or return for device and accessory purchases made through Sprint.com, Sprint Telesales, or a corporate-owned Sprint store. If your purchase was made from a non-corporate-owned Sprint store or online store, please review the exchange and return policies and instructions available at the store or website where you made your initial purchase. You will need to return to the original purchase location to return your device and request that your account be deactivated if you wish to discontinue service.
Sprint now offers customers that purchase via Sprint.com or by phone the convenience of returning their device to a corporate-owned Sprint store. You must have the original receipt or photocopy of the original packing slip to qualify for a return.
Steps for Returning a Device or Accessory purchased via Sprint.com or by phone to a Corporate-Owned Store:
Click here to find the nearest corporate-owned Sprint store.
Returns for Employee Advantage Club and Business customers are not supported in corporate-owned Sprint stores. SWAC/Employee Liable customer returns can only be handled at campus locations.
Steps to return the device or accessory by mail:
Call 866-789-8292 Monday - Friday from 8 am to 11 pm Eastern.
* Be prepared to provide your email address and account number to the
representative, who will send you the required forms and instructions by
email.
* Package the like-new device in the original box with all components and
materials (see Instructions for Returns and Exchanges for specific requirements)
* Include a photocopy of the original packing slip.
Accessories purchased on Sprint.com or by phone can not be returned or refunded at a corporate-owned retail store. If you purchased an accessory on Sprint.com or by phone and you wish to return or exchange within 30 days of purchase, please call 866-789-8292 Monday - Friday from 8 am to 11 pm Eastern to obtain return or exchange instructions.
Replacement equipment that is provided to you as part of an insurance or repair transaction may be returned within 30 days if defective. If you have a problem with the device within the first 30 days, please contact the same group that originally sent you your replacement device.
You must return the device that was reported as malfunctioning or damaged or you may be charged. No other device will be accepted. If the defective device is not received within 10 days of you receiving your replacement device, you may be subject to non-return fees of up to $200 that could be applied to your invoice.
Please use the packaging materials included with your original shipment to return the device.
If you have defective equipment you can take it to a Service and Repair (S&R) location to have diagnostic testing done to determine if repairs are possible. Click here for policy and locations.
If you are enrolled in the Total Equipment Protection Program and need to replace your equipment due to loss, theft or damage or if your equipment needs repair, please refer to the Total Equipment Protection Program on how to file a claim.
If you want to return your device outside of the 30-Day Risk-Free Guarantee, click here for the Sprint Buyback Program.
Total Equipment Protection is a combination of the Equipment Replacement Program underwritten by Continental Casualty Company, a CNA company (CNA), and administered by Asurion Protection Services, LLC (Asurion Protection Services Insurance Agency, LLC CA Lic. #OD6316), a licensed Agent of CNA and the Equipment Service and Repair Program which is an equipment service contract from Sprint. The service contract and the insurance plan are each available separately. Claims may be fulfilled with new or refurbished replacement equipment. Terms and conditions are subject to change. May not be available in all states. Eligibility varies by device.