Returning your phone as part of the Take-back Credit program? Check your device's condition, prepare it for return, and review answers to common questions before visiting a store.
Check your device before returning it
Before your in-store visit, take a few minutes to check the condition of your device:
Is my device ready for return?
The screen and casing are free of cracks, chips, or significant scratches
The device shows no signs of impact or drop damage
The casing, frame, and charging port are not damaged
The screen is securely attached and is not lifting or separating from the device
All device parts are present and original
The device shows no signs of liquid damage
The battery is not bulging, and its cover, if removable, is in place
The device has not been painted, modified, or covered with permanent stickers
Key functions operate normally, including power, buttons, the screen, the charging port, and the camera
The screen displays no halos, bright spots, or discolouration issues
The operating system has not been modified (the device has not been jailbroken or rooted)
Meeting the conditions described above does not guarantee that the device will be accepted. However, it allows you to verify some of the key eligibility criteria before returning it.
Frequently asked questions about preparing a device for return
To be eligible for return under the Take-back Credit program, your device must meet all return conditions at the time it is evaluated.
No. Even if a device has been protected throughout its use, it must still meet all the return conditions applicable to the Take-back Credit program.
If the device does not meet one or more return conditions, repair or wear-and-tear charges ranging from $30 to $300 may apply. In some cases, repairs may be required before the device can be returned.
Yes. However, you will be required to repay the full credit that was granted to you under the Take-back Credit program.