Return Policy

Wireless Device/Accessory Return Policy

You may return or exchange wireless devices and accessories purchased from Verizon Wireless within 14 days of purchase. A restocking fee of $35 ($70 for netbooks and tablets) applies to any return or exchange of a wireless device (excluding Hawaii).

This return and exchange policy does not apply to customers who have purchased a Prepaid Plan.

Exchange New Merchandise

You are permitted to make one exchange. To make an exchange, return the merchandise (including device, charger, battery, instructions, and any other components) in the ORIGINAL box. All merchandise must be in like–new condition and accompanied by the original receipt. Shipping charges may apply to exchange merchandise sent to you by Verizon Wireless.

View Return/Exchange Instructions

Return and Service Termination

You may terminate service for any reason within 14 days of activation. If you purchased a wireless device at a promotional price at the time of activation, you must return it within the device return period to avoid being assessed an Early Termination Fee of $175, or $350 if you purchased an Advanced Device. You will remain responsible for your Activation Fee unless you terminate service within three days of activation. You will also be responsible for all applicable usage fees, prorated access charges, taxes, surcharges or other charges that accrued to your account through the termination date. If you paid a security deposit, it may take between 30 and 60 days to process the return of your security deposit. The charges for any service used on the account before the service termination date may be applied against your security deposit.

If you cancel your service after the 14–day period, but prior to the expiration of your minimum term, you will be responsible for all of the above–mentioned charges, including an Early Termination Fee.

If you return your merchandise, even by mistake, after the return period, you will not receive a refund and the merchandise you returned will not be returned to you.

At our discretion, we may decline your return or charge you a fee for a missing item, or for items that we determine are damaged or require service. If you return and we accept your merchandise within the return period, we will refund your purchase price, subject to the restocking fee. If you return a wireless device without a UPC on the box, the amount of the refund will be reduced by the amount of any mail–in rebate that was available for the wireless device at the time of purchase. Purchases made by cash or check, credit card or gift card will be refunded by check, credit card or gift card, respectively.

If you received your merchandise through a "Buy One, Get One Free" or similar offer, both items must be returned in order to receive a refund. For exchanges for the same merchandise make and model, only the item to be exchanged needs to be returned.

If Verizon Wireless must remove installed equipment from a vehicle or fixed location in order to return or exchange it, you will be charged a service fee.

Opened software purchased separately may be exchanged only for the exact same item at a Verizon Wireless Communications Store and may not be returned for refund.

Before returning or exchanging any wireless device or accessory that has data in its memory, please transfer all data you wish to retain to another file source. Once the wireless device or accessory is returned, your data cannot be recovered.

Additionally, you should retain or destroy any removable or portable memory cards or modules (such as a SIM Card or SD Card) in order to help protect sensitive information, such as mobile banking information.

Because the FCC requires that nearly all wireless devices on a carrier's network have GPS capability, Verizon Wireless does not allow non–GPS wireless devices to be activated on our network. If you upgrade from a non–GPS–capable wireless device to a GPS–capable wireless device and then return it within the return period, Verizon Wireless will not allow the older non–GPS–capable wireless device back on our network. We will, however, allow you to exchange your new wireless device for another GPS–capable wireless device that will meet your needs, subject to the restocking fee.

If you purchased your merchandise online or by phone, please follow the return instructions in your package. If you purchased your merchandise in a Verizon Wireless store, you can return it to any Verizon Wireless store. Please search Return Policy on verizonwireless.com for more details. Returning your merchandise does not automatically terminate your service. You must call Customer Service to cancel service.

Gift Card Returns

Gift Cards can be returned at a Verizon Wireless Communications Store within 14 days of the date of purchase if accompanied by the receipt. If the Gift Card was purchased from the Verizon Wireless online store, please visit your nearest Verizon Wireless Communications Store to process the return. The online store is unable to process gift card returns.



Verizon Wireless Prepaid Return Policy and Important Information

How Do I Accept my Prepaid Customer Agreement?

You accept the agreement by:

  • Agreeing in writing, by email, over the phone, or in person;
  • Opening a package that says you are accepting by opening it; or
  • Initializing your account.

When you accept, you're representing that you are at least 18 years old and are legally able to accept an agreement. If you're accepting for an organization, you're representing that you are authorized to bind that organization, and where the context requires, "you" means the organization.

If you don't want to accept, don't do any of these things. You can cancel your Prepaid service if you tell us (and return to us in good condition any wireless device and/or any card you got from us with your new service) within 14 days of the date of purchase with the original sales receipt. A restocking fee of $35 ($70 for netbooks and tablets) will apply to all wireless device returns (excluding Hawaii). No refunds will be granted or returns accepted after 14 days, if the card has been used, if the coating on the card has been scratched off, or if your account has been initialized.

Last Updated 01/16/14