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Phone and Warranty

Accessories: Fido satisfaction guarantee and manufacturer’s warranty

Fido offers you a 15-day satisfaction guarantee and a 1-year after-sales manufacturer’s warranty from the date of purchase, whether the accessory was included in the box with your phone or purchased separately. If you are not satisfied with the accessory model that you have recently purchased, you may want to exchange it for a different model or return it within 15 days of purchase for a refund. This also applies for defective accessories.

Do you have an Apple iPhone accessory?

  • Refer to the Apple website.

Conditions to be eligible for the Fido 15-days satisfaction guarantee:

  • Your request must be made within 15 days from the original date of purchase.
    • If purchased at the store, count 15 days from the purchase date.
    • If purchased from customer service or on fido.ca, count 15 days from the date the order was shipped.
  • The accessory must be returned in complete and original condition, in its original packaging at the time of purchase.
  • You must have the original proof of purchase.

If you are eligible for the 15-day satisfaction guarantee and want to exchange a defective accessory that was included in the phone box

For purchases made in store

Things to Know

  • The cash receipt is the proof of purchase.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

    Damages not covered by the manufacturer’s warranty:

    • 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 color 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.

How to proceed

  • The exchange needs to be processed at the original point of sale.
For purchases made over the phone (FidoDirect or Customer Service) or on fido.ca

Things to Know

  • The warranty letter is the proof of purchase.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

    Damages not covered by the manufacturer’s warranty:

    • 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 color 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.
  • Once you receive the replacement, you will need to use the UPS or Canada Post return prepaid waybill found in the original box. What to do if you have lost the prepaid waybill.

    If you have lost your prepaid waybill

    Should you no longer have the return envelope that was included in the box with your device, you will have to ship the package at your own expense.

    • You must contact UPS or Canada Post directly and make arrangements to ship the package to us.
    • Indicate your Fido phone number on a sheet of paper and place it in the package with all the components so that we may link the package to your account.
    • Send the package to the following address:

      AMG Logistics
      C/O Fido Returns
      857 York Mills Road
      Don Mills, ON
      M3B 1Z1

How to proceed

  • Contact us: Dial 6-1-1, free of charge, from your Fido phone or 1-888-481-3436 from any other phone.

If you are eligible for the 15-day satisfaction guarantee and want to exchange or return an accessory sold separately

For purchases made in store

Things to Know

  • The cash receipt is the proof of purchase.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

    Damages not covered by the manufacturer’s warranty:

    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 color 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.
  • You will be refunded by the same method of payment.

How to proceed

  • The exchange or return needs to be processed at the original point of sale.
For purchases made over the phone (Customer Service) or on fido.ca

Things to Know

  • The warranty letter is the proof of purchase.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

    Damages not covered by the manufacturer’s warranty:

    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 color 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.
  • For an exchange, the cost of the replacement accessory will be temporarily charged to your account at time of shipping.
    • This charge will be credited as soon as the equipment is received at the warehouse.
    • If exchanged because the item is defective, you must return the defective accessory within 10 days of receiving the replacement item.
    • You will receive either an exchange or return automated hardware order confirmation email.
    • Once you receive the replacement, you will need to use the UPS or Canada Post return prepaid waybill found in the original box. What to do if you have lost the prepaid waybill.

      If you have lost your prepaid waybill

      Should you no longer have the return envelope that was included in the box with your device, you will have to ship the package at your own expense.

      • You must contact UPS or Canada Post directly and make arrangements to ship the package to us.
      • Indicate your Fido phone number on a sheet of paper and place it in the package with all the components so that we may link the package to your account.
      • Send the package to the following address:

        AMG Logistics
        C/O Fido Returns
        857 York Mills Road
        Don Mills, ON
        M3B 1Z1
    • For a return, the refund will be processed automatically upon receipt of the accessory at the warehouse if in complete and original condition.
      • If paid by credit card: The credit will be applied to your account, if it is still active. Otherwise, the reimbursement will be applied on the original credit card (the one used for the payment)
      • If paid by cash on delivery (COD) or charged to your invoice: Reimbursement will be applied to your account.

How to proceed

  • For an exchange
    • Contact us: Dial 6-1-1, free of charge, from your Fido phone or 1-888-481-3436 from any other phone.
  • For a return
    • Send the parcel back using the prepaid return waybill envelope included in the box upon receipt of the phone.

If you are not eligible for the 15-day satisfaction guarantee

  • Exchanges for another model or returns for refund are only possible if you are eligible for the 15-day satisfaction guarantee.
  • Fido offers you a 1-year after-sales manufacturer's warranty if you have a defective accessory.
After-sales manufacturer’s warranty for accessories included in the box

The after-sales manufacturer’s warranty covers problems or malfunctions due to a manufacturer’s defect for any accessory purchased through Fido from 16 days up to 365 days from the date of purchase.

Things to Know

  • The proof of purchase is necessary: the cash receipt, if the accessory was purchased in store, or the warranty letter if it was purchased over the phone (FidoDirect, Customer Service) or on fido.ca.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

    Damages not covered by the manufacturer’s warranty:

    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 color 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 you reside 50 km away from a Fido store location, dial 6-1-1, free of charge, from your Fido phone or 1-888-481-3436 from any other phone to proceed with the exchange.

How to proceed

During the first year of purchase, if your accessory is defective, you can take advantage of our repair program. Simply bring your accessory to any participating Fido store and we will send it for repair. The original proof of purchase is required.

After-sales manufacturer’s warranty for accessories sold separately

The Fido after-sales manufacturer’s warranty covers problems or malfunctions due to a manufacturer’s defect for any accessory purchased through Fido from 16 days up to 365 days from the date of purchase.

Things to Know

  • The proof of purchase is necessary: the cash receipt, if the accessory was purchased in store, or the warranty letter, if it was purchased over the phone (Customer Service) or on fido.ca.
  • The item can be exchanged if defective only.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

    Damages not covered by the manufacturer’s warranty:

    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 color 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.
    .

How to proceed

Between 16 to 30 days from the date of purchase

For purchases made in store

  • The exchange needs to be processed at the original point of sale.

For purchases made over the phone (Customer Service) or on fido.ca Contact us:

  • Dial 6-1-1, free of charge, from your Fido phone or 1-888-481-3436 from any other phone.

Between 31 and 365 days from the date of purchase

  • At this point, contact the manufacturer directly to find out how your accessory can be repaired.