Within the first year
If you have problems within the first year, you won’t be left without your Fido handset. We’ll take care of it on the spot in one of our designated Fido stores.
15-day satisfaction guarantee
If you are not satisfied with the service or with the phone you've purchased, you can return your phone to the original point of sale, and get a full refund** if the following criteria are met.
- Phone is returned in complete and original condition to Fido within 15 days from date of purchase.
- Your account has incurred 30 minutes or less of airtime usage.
- Purchased by phone or on shopfido.ca
Call 611, free of charge, from your Fido or 1-888-481-3436 within the 15-day guarantee period in order to receive a replacement phone.
Terms & Conditions
Note: If your Fido phone* is defective within the first 15 days, we’ll replace it with a new phone of the same model at no charge.
The satisfaction guarantee only covers phone defects and dissatisfaction with the initial handset purchased, or with the Fido service. It doesn’t cover physical abuse or damage to the phone. For more information, consult the list of types of damage not covered.
*excludes BlackBerry, iPhone 3G and Internet product
- For these devices call 611, free of charge, from your Fido or 1-888-481-3436 within the 15-day guarantee period in order to get support.
** Charges for airtime, Long distance, services and monthly plan used during that period apply.
After the first year
When your phone is no longer covered by the manufacturer’s warranty, Fido gives you many options!
Use yourFidoDollarsTM to get a new one! Fido has a great selection to choose from.
Purchase a new phone. With Fido’s affordable line-up of quality phones, you’re sure to find one to suit your needs and budget.
Have it repaired by the manufacturer. If you want to keep your current phone, you can contact the manufacturer to have it repaired. However, in some cases, repair fees may exceed the price of purchasing a new phone and you’ll be left without a phone during the time of repair. Contact the manufacturer for applicable costs.
Types of damage not covered under the manufacturer's warranty
on GSM phones sold in Fido stores:
- Accidental damage or phone abuse, i.e., cracked/damaged faceplate.
- Physical damage or non-functioning phone due to external causes, such as corrosion, water damage, debris inside phone, etc.
- Physical damage to the display's liquid crystals, such as cracking, rupturing or discoloration in one or more places.
- Transmission or reception issues caused by the network, or the location of your phone when making a call, and not by the phone itself.
- Damage to internal parts, such as the battery or the terminal, due to the application of excessive force when attaching an external object to the phone, like a charger, headset or attachable camera.
- Test and/or use of accessories not sold by Fido.
- Cracks, scratches, faceplate colour change due to long-time use.
- Any phone where the IMEI identification number on the sticker inside the phone has been modified.
- Phone containing foreign pieces.
If your phone is not covered under the manufacturer’s warranty, refer to the After the first year section for other options, or contact one of the manufacturers below to find out if your phone can be repaired and the applicable costs.
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Warranty on the BlackBerry and iPhone
The warranty period for a new BlackBerry or iPhone is one year from date of purchase. For after-sales service, call Fido Customer Service at 1-888-481-3436. A Customer Service representative will help you troubleshoot your unit. If your BlackBerry or iPhone is deemed defective and under the manufacturer’s warranty, an exchange will be made by mail.
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