Telus Return, Refund and Exchange Policy

Telus Order Policies:

Read below for Telus Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

TELUS Return, Refund and Exchange Policy

General Return and Exchange Policy

At TELUS, we want to ensure you are satisfied with your purchase. If you are not satisfied, you can return your purchase for an exchange or refund with the original sales receipt or order email.

Return Conditions

For exchange or refund, your purchase must:

• Be in near new condition
• Include all original packaging, accessories, and bundled content
• Be accompanied by original sales receipt or order confirmation
• Be returned within the applicable timeframe

Usage Limitations

You may be charged for usage incurred if you have exceeded:

• 30 voice minutes
• 50 text messages
• 50 megabytes of data

Defective Device Replacement Policy

First 15 Days

If TELUS determines that your device is defective within the first 15 days following your purchase, TELUS will replace the device free of charge.

After 15 Days

After the 15-day period, TELUS will repair or replace your device depending on:

• Your warranty coverage
• The physical state of your device

Replacement parts and/or devices may include:

• New or refurbished parts or products
• 90-day warranty or until expiration of original warranty period (whichever is longer)

Trial Period Policy

Standard Trial Period

Customers who have agreed to a contract with an early cancellation fee are entitled to a 15 calendar day trial period to determine whether the service meets their needs.

Extended Trial Period for Customers with Disabilities

Customers who self-identify as having a disability are entitled to a 30 calendar day trial period.

Trial Period Conditions

• Trial period begins on the date service begins
• Usage limit during trial period is half of permitted monthly usage (full usage for customers with disabilities)
• Can cancel without penalty or early cancellation fees if usage limits not exceeded
• Must return any equipment in near-new condition with original packaging

Non-Returnable Items

The following products are NOT eligible for return:

• SIM cards (once activated, cannot be exchanged or refunded)
• Items specifically excluded from return policy (refer to purchase terms)

Promotional Items and Gifts

Promotional Gifts Within Exchange Period

• Any promotional gift received within the exchange period is yours to keep
• Limit of one promotional gift per person for wireless service activations during exchange period

Promotional Items with Purchase

If returning a phone that was eligible for promotional items included in the original transaction (e.g., buy one get one free, mail-in rebate, free gift card), the value of promotional items will not be deducted from the refunded amount.

Refund Process

Refund Method

Once TELUS has accepted your return, the appropriate amount will be refunded using the original method of payment.

Personal Data Responsibility

Important: You must remove all personal data from returned items including:

• Phonebook data
• Memory cards
• Passwords

Once the product is returned, it cannot be retrieved to recover personal data. TELUS is not responsible for any unauthorized use of personal data left on devices.

Equipment Returns

Residential Equipment

For returning residential equipment (modems, gateways, etc.):

1. Package the Equipment
   • Use appropriately sized box
   • Include first page of most recent bill or write account details on paper
2. Ship via Canada Post
   • Visit any Canada Post outlet
   • Inform clerk you’re returning residential equipment to TELUS
   • Canada Post provides prepaid waybill with TELUS address (no charge)
3. Track Return
   • Keep waybill number until successful return
   • Take photo of waybill for easy access

Note: For TELUS Mobility and wireless equipment returns (including TELUS Smart Hub), call 1-866-558-2273 to arrange return.

Bring-It-Back™ Program

Return Notifications

Communications are sent via email and SMS at:

• 28 days before term end date
• 15 days before term end date
• 15 days after term end date

Return Timeframe

You have an additional 90 days after the term ends to return the Bring-It-Back device.

Device Condition Requirements

If your device is damaged and no longer meets Bring-It-Back eligibility criteria, you will be required to pay the Bring-It-Back Program Amount.

Trade-In Program

Eligibility

• For devices you own outright (Trade-In option)
• For devices with Bring-It-Back amount owing (Bring-It-Back option)

Process

1. Use online estimator to determine device value
2. Choose to continue return in-store or online
3. Prepare device: backup data, restore to factory settings
4. Use provided return label for shipping (online option)
5. Track return process through My TELUS app
6. Receive bill credit after device assessment

Warranty Coverage

Manufacturer’s Warranty

All TELUS devices are covered by manufacturer’s warranty, which generally covers repairs for defects up to one year from purchase date.

Telus Customer Service:

Telephone Number: 1-888-811-2323

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