Return a defective device and set up a replacement

Learn how to return a defective device within 30 days to avoid a non-return fee. Plus, find out how to activate a warranty replacement device.

ArticleDETAILED STEPS

Prepare and return a defective device

Before you return your defective device

Make sure you:

What happens if you don’t return your defective device in time?

If you have:
  • AT&T Wireless: We’ll bill you the full replacement value for the device
  • AT&T PREPAIDSM: We won’t credit your card for the return

When you get your replacement device

Your replacement package includes return shipping materials so you can send us your defective device. If you can't locate the prepaid return shipping label, contact us.

Heads up: Make sure you return the defective device to us within 30 days of receiving your warranty replacement device.

After you return your defective device

When we get your return package

  • We’ll check your device for warranty eligibility. If the device has liquid or physical damage, we’ll bill you the full replacement value for the device.
  • For AT&T PREPAID, if it qualifies for an exchange, we’ll credit your credit or debit card the full replacement value for the device. It can take up to two weeks after we receive your device for us to credit your card.
Keep in mind
We won't return your defective device to you once accepted for the exchange. The warranty exchange is complete once you receive your replacement device, and we accept your defective device.

Activate your replacement device

Set up and activate your replacement device

  1. Do one of these:
    • Move the SIM card from your defective device to your replacement device
    • Insert the new SIM card if one came with your replacement device
  2. Review these steps to activate your SIM card and start setting up your phone.