Returns, Warranty and Repairs.
- Know what you want?
- Returns
- Warranty
- Out of warranty
- 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
- Return the device within 15 days of your commitment start date.
- Return the device and original receipt to your purchase location.
- The device is in “like new” condition with all original packaging, manuals and accessories included.
- 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
- Return the device within 15 days of your commitment start date.
- Return the device and original receipt to your purchase location.
- The device is in “like new” condition with all original packaging, manuals and accessories included.
- 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.
- Returns for in-store purchases must be made at original point of purchase.
- Shipped accessories can be returned within 15 days of receiving the accessory.
- 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
- If you are shipping a device that has a damaged battery, here's how you do it.
Here's what you do:
- If you bought your phone or SIM card at a store
Phones, accessories, and SIM cards have to be returned to the store where you bought them.
- If you bought your phone or SIM card online or over the phone
Phones, accessories or SIM cards ordered online have to be shipped back to us. But don't worry, we've got you covered! Just 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 back.
Warranty and Repairs
MANUFACTURER'S LIMITED WARRANTY
If you bought a brand new phone, it's subject to the manufacturer's limited warranty, which is typically valid for at least 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, but within the manufacture's limited warranty period, we can get your phone repaired at manufacturer's cost. 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 at no cost. If no user damage is found, your device will be repaired at no cost to you, under manufacturer’s warranty.
- While your phone is being fixed, we will provide you with a loaner phone if you request one. 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 at no cost. If no user damage is found, your device will be repaired at no cost to you, under manufacturer’s warranty.
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.
OUT OF WARRANTY REPAIRS (AFTER MANUFACTURER’S LIMITED WARRANTY PERIOD OR USER ABUSE)
If your phone has exceeded manufacturer’s limited warranty period 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 the cost to repair your device.
Here's what you do:
- Head to a Service Lounge OR 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.
- Or visit one of our trusted partner repair shops: Mobile Klinik or uBreakiFix
Use the partner website to
- Find nearest location
- Determine if your device brand is serviced by partner
- Obtain a quote
Virgin Mobile Members can also benefit from the following offers when bringing your device in for a repair at partner locations
- $20 discount on screen repairs or $10 discount on any other repairs
- Free screen protector
Note: If you already have a screen protector or if uBreakiFix is out of stock, you can receive a $20 discount towards any other accessory.
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
We provide loaners while you wait for your repair. There may be some charges associated based on your device warranty and/or if the loaner is returned with damage or is lost. See the details below.
Description |
Service fee |
Repair loaner fee |
|
In-warranty |
Waived |
Out-of-warranty |
$30 |
Loaner damaged/lost fee |
|
Phone |
$100 to $550 |
Accessory (Battery or charger) |
$25 |
Heads-up!
Fees may vary by Service Lounge locations.
Fees are subject to change over time. Applicable taxes are extra.
Repair Tracking
If your phone was submitted for repair through Virgin Mobile, use your Virgin Mobile phone number or repair ticket number to track your repair status online
