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Returns, Warranty and Repairs.

RETURNS - 0 TO 15 DAYS

We know you'll love being with Virgin Mobile. We back it up with our 15 Day You'll Love Us Guarantee. If you're not 100% happy with your phone, you can exchange it for a new phone or return it for a full refund if you meet the following conditions:

Return Policy for Postpaid Member

  1. Return the device within 15 days of your commitment start date.
  2. Return the device and original receipt to your purchase location. 
  3. The device is in “like new” condition with all original packaging, manuals and accessories included.
  4. You have not used the device excessively, in violation of our Responsible Use Policy.

You are responsible for all service charges incurred prior to your return of the device. SIM cards and headsets cannot be exchanged or refunded once opened or activated.  You can return up to two devices per subscriber on your account.

If you are a person with a disability, the same conditions apply; however, you may return your device within 30 calendar days of the commitment start date.

Return Policy for Prepaid Members

  1. Return the device within 15 days of your commitment start date.
  2. Return the device and original receipt to your purchase location. 
  3. The device is in “like new” condition with all original packaging, manuals and accessories included.
  4. The device has not exceeded 30 minutes of voice usage or 50 MB of data usage.  

SIM cards and headsets cannot be exchanged or refunded once opened or activated. You can return up to two devices per subscriber on your account.

If you are a person with a disability, the same conditions apply; however, you may return your device within 30 calendar days of the commitment start date.

Accessories:

  • Accessories can be returned within 15 days of original purchase for refund or exchange, excluding headsets and earpieces for which we cannot accept returns due to health and safety reasons.
  • Each Accessory must be returned in “like new” condition and in the original packaging with all the components included at purchase.
  • Defective accessories purchased for more than 15 days but less than 30 days (from original purchase date) may be exchanged over-the-counter.
  • For accessory warranty claims exceeding 30 days from date of purchase, please contact the manufacturer.

Important Information on Shipping Products with Lithium Batteries

Here's what you do:

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Warranty - 1 to 365 days

If you bought a brand new phone, it's subject to the manufacturer's warranty, which is typically valid for 12 months from the purchase date. If your phone is not working due to a manufacturer issue that occurs within 15 days of your purchase, you can exchange it for a brand new phone. If it's over 15 days, you can get your phone repaired. Don't forget to check out our basic troubleshooting page for quick fixes you can try first.

Heads-Up!
The warranty only covers manufacturer defects - things like water damage or physical abuse aren't covered, so be totally sure that you haven't dropped or damaged your phone in any way. Not sure if you're covered? Check out our warranty coverage page for more info.

We'll replace a defective SIM card for free if it's within 15 days of when you bought it. A defective SIM card won't be replaced if it's been more than 15 days.

If your phone or SIM card isn’t working properly within 15 days from purchase

Here's what you do:

  • If you bought an iPhone

    You can exchange your iPhone for a new one only if your iPhone cannot power on and you haven't put the SIM card in and turned it on (what we call "unbricking" your iPhone).

    If your iPhone has been unbricked and you're having issues, you can visit one of our Service Lounges to speak to a Repair Specialist, or call us at 1-888-999-2321 for info on returning the iPhone to the manufacturer for repair. For info on all other phones, see below.

  • If you bought your phone or SIM card at a store

    Your phone or SIM card must be brought back to the same store where you bought it. Once we've looked everything over and made sure the issue with your phone problem is covered by the warranty, we'll hook you up with a new phone. It'll be the same model as the one you originally purchased.

  • If you bought your phone or SIM card online or over the phone

    Give us a call at 1-888-999-2321 (for online purchases) or 1-855-238-6847 (for over-the-phone purchases) for all the info you need to send the phone or SIM back to us. Once we've looked everything over and made sure your phone problem is covered by the warranty, we'll hook you up with a new phone. It'll be the same model as the one you originally purchased.


If your phone or SIM card isn’t working properly more than 15 days from purchase

Here's what you do:

  • If you're on a monthly plan

    Visit one of our Service Lounges to get hands on tech support for your phone. Our Repair Specialist can also help determine if your phone needs repair and if it's covered under the manufacturer's warranty.

    You can also call us at 1-888-999-2321 for info on returning the phone to the manufacturer for repair. You'll get a loaner phone along with a return envelope to send in your defective phone for inspection. Be sure to follow the instructions you get with your return envelope really carefully. If any of the info is missing or wrong, it'll take longer to get your phone fixed.

    If it's determined that user damage is the cause of the phone issues, you'll have to cover the costs for the repair. If you choose not to continue with the repair, we'll return your phone and you'll be charged an inspection fee. If no user damage is found, you won't have to pay for an inspection fee or repair charges.

    Loaner phones must be returned within 48 hours after you receive your repaired phone. If you don't return it or you return it to us in damaged condition, there will be a charge on your bill to cover it.

    Heads-Up!
    All personal info or content left on your phone or stick will be erased and any microSD cards or SIM cards left in the phone will be destroyed. You're in charge of transferring all your personal info (like images, tones, contacts, etc.) over to your new phone. For details on how to do this, check out your user guide.

  • If you're on a prepaid plan

    Visit one of our Service Lounges to get hands-on tech support for your phone. Our Repair Specialist can also help determine if your phone needs repair and if it's covered under the manufacturer's warranty.

    You can also call us at 1-888-999-2321 for info on returning the phone to the manufacturer for repair. You'll get a return envelope to send in your defective phone for inspection. Be sure to follow the instructions you get with your return envelope really carefully. If any of the info is missing or wrong, it'll take longer to get your phone fixed.

    If it's determined that user damage is the cause of the phone issues, you'll have to cover the costs for the repair. If you choose not to continue with the repair, we'll return your phone and you'll be charged an inspection fee. If no user damage is found, you won't have to pay for an inspection fee or repair charges.

    Heads-Up!
    All personal info or content left on your phone or stick will be erased and any microSD cards or SIM cards left in the phone will be destroyed. You're in charge of transferring all your personal info (like images, tones, contacts, etc.) over to your new phone. For details on how to do this, check out your user guide.

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Out of Warranty - 365 days+ or User Abuse

If you bought your phone over 12 months ago or your phone is damaged from user abuse, your phone is no longer covered under the manufacturer's warranty and you'll need to pay for all costs of the repair process.

Here's what you do: Call us at 1-888-999-2321 for info on returning the phone to the manufacturer for repair. If you have SmartCare coverage, call us at 1-866-213-2143 to talk about your next steps.

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Repairs

Phone repairs are assessed on an individual basis. Head to a Service Lounge or give us a call at 1-888-999-2321 for info on returning your phone for repair. If you bought online, you'll get a return envelope to send in your phone for inspection. Be sure to follow the instructions you get with your return envelope really carefully. If any of the info is missing or wrong it'll take longer to get your phone fixed.

  • If you're covered by the manufacturer's warranty and no user damage is found, you won't have to pay for an inspection fee or repair charges.
  • If you're out of warranty or it's determined that user damage is the cause of the phone issues , you'll have to cover all repair costs. If you choose not to continue with the repair, we'll return your phone and you'll be charged an inspection fee.
  • Use your Virgin Mobile phone number or repair ticket number to track your repair status online.

Heads-Up!
All personal info or content left on your phone or stick will be erased and any microSD cards or SIM cards left in the phone will be destroyed. You're in charge of transferring all your personal info (like images, tones, contacts, etc.) over to your new phone. For details on how to do this, check out your user guide.


Repair Charges

Description

Service fee

Loaner Phone

If you're on a monthly plan, you'll receive a loaner phone when you send your phone in for repair. Loaner phones must be returned within 48 hours after your repaired phone is returned. If you don't return it or you return it to us in damaged condition, there will be a charge on your bill to cover it.

Loaner Phone - Damaged or Lost

$100

Loaner Smartphone - Damaged or Lost

$250

Loaner Accessory - Damaged or Lost

$25

Inspection fee

If you're out of warranty or it's determined that user damage is the cause of the phone issues, you'll have to cover all repair costs. If you choose not to continue with the repair, we'll return your phone and you'll be charged an inspection fee.

Inspection Fee - Standard

$35

Inspection Fee - Palm Pre

$40

Inspection Fee - BlackBerry

$42

Phonebook back up and/or transfer

$20

Trackball replacement fee

$10

Health Check including software update

$20

Heads-up!
Fees may vary by Service Lounge locations.
Fees are subject to change over time. Applicable taxes are extra.

Still need help?

  • Call Us

  • 1-888-999-2321