fido/content on false false [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/exchanges-deliveries] [Accept-Encoding] = [gzip] [True-Client-IP] = [3.236.16.13] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW4;1415312027;14;1501315683;359372459;7;-1151093806;1775;a8f5;2h01;3h597c4263;4h156b96ab] [X-WebLogic-KeepAliveSecs] = [30] [Proxy-Client-IP] = [3.236.16.13, 184.51.101.64] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] [Cookie] = [dtCookie==3=srv=14=sn=8DDC92A2B292FF3933C065273A2AD195=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [X-WebLogic-Force-JVMID] = [1247356286] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [Cache-Control] = [no-cache, max-age=0] [X-DataStream-Session-Id] = [3646654-61473de2-633595b] [X-Forwarded-For] = [3.236.16.13, 184.51.101.64] [X-dynaTrace-RequestState] = [agentId=0x597c4263&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] content exchanges-deliveries /nac/#/choose-phone /phones /plans promotions /pages/#/internet mobile/add-ons mobile/travel Network coverage mobile/prepaid-cell-phone-plans tablets /web/page/portal/Fido/Accessories /home-phone /lte-hotspots https://rogersbank.com/en/fido_mastercard_details? MOBILE mobile getcurious getcurious_cbm Tablets tablets setLanguage en Tablets Plan tablets_plan setLanguage en iphone iphone setLanguage en iphone compare iphone_compare setLanguage en INTERNET /homeinternet promotions easyloginriverpage support getcurious_faq Store Locator storelocator fido fido /login /pages/#/logout /web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart # /web/Fido.portal?_nfpb=true&_pageLabel=fido_search&Ntt= signin-interceptor <li class="visible-xs"><a href="/consumer/storelocator">FIND A STORE</a></li> <li class="visible-xs"><a href="/consumer/storelocator">TROUVER UN MAGASIN</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Search</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Recherche</a></li> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">search</span></a></div> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">Recherche</span></a></div> en fr ab bc mb nb nl ns on pe qc sk on =3=srv=14=sn=8DDC92A2B292FF3933C065273A2AD195=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1

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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/exchanges-deliveries] [Accept-Encoding] = [gzip] [True-Client-IP] = [3.236.16.13] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW4;1415312027;14;1501315683;359372459;7;-1151093806;1775;a8f5;2h01;3h597c4263;4h156b96ab] [X-WebLogic-KeepAliveSecs] = [30] [Proxy-Client-IP] = [3.236.16.13, 184.51.101.64] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] [Cookie] = [dtCookie==3=srv=14=sn=8DDC92A2B292FF3933C065273A2AD195=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [X-WebLogic-Force-JVMID] = [1247356286] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [Cache-Control] = [no-cache, max-age=0] [X-DataStream-Session-Id] = [3646654-61473de2-633595b] [X-Forwarded-For] = [3.236.16.13, 184.51.101.64] [X-dynaTrace-RequestState] = [agentId=0x597c4263&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] content exchanges-deliveries on =3=srv=14=sn=8DDC92A2B292FF3933C065273A2AD195=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1 /default/main/internet/fido/WORKAREA/common en_US j6ho4riz 2017-08-24 18:33:05 true site/support j6ho4riz templatedata/site/support/data/mobile/exchanges-deliveries 1612910220 2021-02-09 17:37:21 /default/main/internet/fido/STAGING /default/main/internet/fido exchanges-deliveries 1612910188533 2021-02-09 17:37:21 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/exchanges-deliveries templatedata/site/support/data/mobile/exchanges-deliveries 1 true exchanges-deliveries ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Mobile GetStarted customer prepaid, regular customer_care faqs Activation, HardwareDeliveryManagement HardwareReturnExchange Wireless DetailsSmartphone 1486400470550 Wireless exchange and return policy instructions | Fido Support Step by step instructions on how to return or exchange your Fido wireless devices. Fido's exchange and return policy on mobile devices <p>If you are not satisfied with your Fido mobile device, you can return (or exchange) it to the store you purchased it from, provided the following <strong>return criteria</strong> is met:</p> <p>Return period:</p> <p>✔ <strong>In store purchase</strong> at a Fido Retail store - <strong>Within 15 days</strong> from purchase date.<br /> ✔ Purchases made on <strong>Fido.ca or the Fido call centre - Within 30 days</strong> of shipment of the device.<br /> ✔ Purchases ordered with <strong>Express Pickup &ndash; Within 30 days</strong> of receiving the device.</p> <p>Return condition:</p> <p>✔ Device is in it&rsquo;s original condition with all accessories.<br /> ✔ Must not have any physical or moisture damage.<br /> ✔ Device passwords and locks are removed.</p> <div class="gray-bg"> <h3>Start a return request</h3> <p>Please follow the steps below based on how you purchased your device:</p> <!-- faq 1 start --> <div class="faq-container"> <div class="faq-question"> <h3>Purchased from Fido.ca or the Fido call centre:</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Returns/Exchange</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>Defective Device Exchange</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Ensure device meets <strong>return criteria</strong> above.</li> <li><a href="https://www.fido.ca/consumer/contact-us"><strong>Contact us</strong></a> to validate your return/exchange eligibility.</li> <li>Defective devices eligible for exchange must be shipped back within 10 days.</li> </ul> <p align="center"><strong>Express Pickup</strong></p> <ul> <li>Ensure device meets <strong>return criteria</strong> above.</li> <li>Return/exchange must be done at the same Fido store where the device was picked up.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Ensure device meets <strong>return criteria</strong> above.</li> <li><a href="https://www.fido.ca/consumer/contact-us"><strong>Contact us</strong></a> to validate your return/exchange eligibility.</li> </ul> <br /><br /> <p align="center"><strong>Express Pickup &ndash; Defective Device Exchange</strong></p> <ul> <li>Ensure device meets <strong>return criteria</strong> above.</li> <li><a href="https://www.fido.ca/consumer/contact-us"><strong>Contact us</strong></a> to validate your return/exchange eligibility.</li> <li>Defective devices eligible for exchange must be shipped back within 10 days.</li> </ul> <!-- <p><b><i>&nbsp;Note:</i></b><i> Defective devices outside of the 15-day exchange &nbsp;period require additional support. Please <a href="http://www.fido.ca/consumer/contact-us" mce_href="http://www.fido.ca/consumer/contact-us">contact us</a> to discuss options. </i></p> --></td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 1 end --><!-- faq 2 start --> <div class="faq-container"> <div class="faq-question"> <h3>Purchased from a Fido Retail store:</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Returns/Exchange</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>Defective Device Exchange</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Ensure device meets <strong>return criteria</strong> above.</li> <li>Device must be returned or exchanged at the same store it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.</li> <li>Original receipt and documentation is required.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Ensure device meets <strong>return criteria</strong> above. <a href="https://www.fido.ca/consumer/contact-us">Contact us</a>.</li> <li>Defective devices eligible for exchange must be returned to the same store it was purchased from.</li> </ul> <!-- <p><b><i>&nbsp;Note:</i></b><i> &nbsp;Defective devices outside of the 15-day exchange &nbsp;period require additional support. Please <a href="http://www.fido.ca/consumer/contact-us" mce_href="http://www.fido.ca/consumer/contact-us">contact us</a>&nbsp;to &nbsp;discuss options. </i></p> --></td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 2 end --><!-- faq 3 start --> <div class="faq-container"> <div class="faq-question"> <h3>Purchased from other retailer (e.g., Best Buy or other non-Fido stores):</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Returns/Exchange</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>Defective Device Exchange</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Ensure device meets <strong>return criteria</strong> above.</li> <li>Device must be returned or exchanged at the same store where it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.</li> <li>Original receipt and documentation is required.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Ensure device meets <strong>return criteria</strong> above. </li> <li>Contact the retailer where you purchased the device for further support*</li> <li>Defective devices eligible for exchange must be returned to the same store it was purchased from*.</li> </ul> <!-- <p><b><i>&nbsp;Note:</i></b><i> Defective devices outside of the 15-day exchange &nbsp;period require additional support. Please <a href="http://www.fido.ca/consumer/contact-us" mce_href="http://www.fido.ca/consumer/contact-us">contact us</a> to discuss options. </i></p> --></td> </tr> </tbody> </table> </p> <p><em>* Other retailers may have additional rules and charges for returning devices.&nbsp; Please contact them for more info.</em></p> </div> </div> </div> <!-- faq 3 end --><!-- faq 4 start --> <div class="faq-container"> <div class="faq-question"> <h3>Returning your device (via shipment)</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer4" class="collapse"> <div class="faq-answer"><ol> <li>Make sure: <ul> <li>You&rsquo;ve done a master reset on the device to erase all content</li> <li>Removed all passcodes or hardware locks</li> <li>Other device-specific locks are removed </li> </ul> <p style="font-size: 1em; !important"><strong>&nbsp;</strong>To remove:&nbsp;<a href="https://support.apple.com/en-ca/explore/find-my-iphone-ipad-mac-watch">Apple 'Find my iPhone' lock</a>; <a href="https://support.google.com/nexus/answer/2840815?hl=en">Android 'Google Account' lock</a>.</p> </li> <li>Place device and all included accessories and manuals into the original or comparable box, including bubble wrap or newspaper to protect the contents.</li> <li>Affix to the outside of the package the self-adhesive Return shipping label enclosed with your device.</li> <li>Record the tracking number from the Return shipping label. You can track your package at <a href="https://www.purolator.com/en">www.purolator.com</a></li> <li>Drop off the package at the nearest Purolator depot or drop box. Visit <a href="https://www.purolator.com/en">www.purolator.com</a> for locations nearest you or call Purolator at <strong>1 888 SHIP-123</strong> (1 888 744-7123)</li> </ol></div> </div> </div> <!-- faq 4 end --><!-- faq 5 start --> <div class="faq-container"> <div class="faq-question"> <h3>After your device has been returned</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p><strong>If return or exchange is ELIGIBLE:</strong><br />Your return will be processed and your account charges adjusted within 4 weeks of the device being received by Fido.</p> <p><strong>If your return or exchange is INELIGIBLE:</strong><br />Your device will be returned to you and account adjustments will not be applied.</p> <p>If Fido determines that the device received has damages that are not covered under the manufacturer's warranty, or has a hardware lock that Fido cannot remove, you will be charged applicable device charges (plus applicable taxes), and the device that you sent us will be returned to you.</p> </div> </div> </div> <!-- faq 5 end --></div> Return Policy Returns Exchanges Instructions Wireless Return Policy Instructions–Politique d'échange/retour(sans-fil) | Soutien Fido Instructions détaillées sur la façon de retourner ou d’échanger votre appareil sans fil Fido Politique d'échange et de retour de Fido relative aux appareils mobiles <p>Si votre appareil mobile de Fido ne vous donne pas satisfaction, vous pouvez le retourner ou l&rsquo;&eacute;changer au magasin o&ugrave; vous l&rsquo;avez achet&eacute;, pourvu que les <strong>crit&egrave;res de retour</strong> suivants soient respect&eacute;s :</p> <p>P&eacute;riode de retour :</p> <p>✔<strong> Achat dans un magasin Fido</strong> &ndash; dans les <strong>15 jours</strong> suivant la date d&rsquo;achat.<br /> ✔ Achat effectu&eacute; par l&rsquo;entremise de <strong>Fido.ca ou d&rsquo;un centre d&rsquo;appel de Fido</strong> &ndash; dans les <strong>30 jours</strong> suivant l&rsquo;exp&eacute;dition de l&rsquo;appareil.<br /> ✔ Commande avec <strong>Cueillette express</strong> &ndash; dans les <strong>30 jours</strong> suivant la r&eacute;ception de l&rsquo;appareil.</p> <p>Condition de retour :</p> <p>✔ L&rsquo;appareil doit &ecirc;tre rendu dans son &eacute;tat d&rsquo;origine et avec tous les accessoires.<br /> ✔ Il ne doit pas montrer de dommages mat&eacute;riels ou caus&eacute;s par l&rsquo;humidit&eacute;.<br /> ✔ Tous les mots de passe et les fonctions de verrouillage doivent &ecirc;tre d&eacute;sactiv&eacute;s.</p> <div class="gray-bg"> <h3><strong>Commencez votre demande de retour</strong></h3> <p>&nbsp;Veuillez suivre les &eacute;tapes ci-dessous selon la fa&ccedil;on dont vous vous &ecirc;tes procur&eacute; votre appareil.</p> <!-- faq 1 start --> <div class="faq-container"> <div class="faq-question"> <h3>Appareil achet&eacute; par l&rsquo;entremise de Fido.ca ou d&rsquo;un centre d&rsquo;appel de Fido</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Retour ou &eacute;change</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>&Eacute;change d&rsquo;un appareil d&eacute;fectueux</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s.</li> <li><a href="https://www.fido.ca/consumer/contact-us?setLanguage=fr"><strong>Contactez-nous </strong></a> pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change.</li> <li>Vous pouvez retourner ou &eacute;changer un appareil admissible en le r&eacute;exp&eacute;diant dans les 10 jours apr&egrave;s avoir communiqu&eacute; avec nous.</li> </ul> <p align="center"><strong>Cueillette express</strong></p> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s.</li> <li>Le retour ou l&rsquo;&eacute;change doit &ecirc;tre effectu&eacute; au m&ecirc;me magasin Fido o&ugrave; l&rsquo;appareil a &eacute;t&eacute; ramass&eacute;.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s.</li> <li><a href="https://www.fido.ca/consumer/contact-us?setLanguage=fr"><strong>Contactez-nous </strong></a> pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change.</li> <li>Vous pouvez &eacute;changer un appareil d&eacute;fectueux admissible en le r&eacute;exp&eacute;diant dans les 10 jours.</li> </ul> <p align="center"><strong>Cueillette express &ndash; &eacute;change d&rsquo;un appareil d&eacute;fectueux</strong></p> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s.</li> <li><a href="https://www.fido.ca/consumer/contact-us?setLanguage=fr"><strong>Contactez-nous </strong></a> pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change.</li> <li>Vous pouvez &eacute;changer un appareil d&eacute;fectueux admissible en le r&eacute;exp&eacute;diant dans les 10 jours.</li> </ul> <!-- <p><b><i>&nbsp;Remarque</i></b><i>&nbsp;: Les clients dont l&rsquo;appareil est d&eacute;fectueux et qui &nbsp;ont d&eacute;pass&eacute; la p&eacute;riode d&rsquo;&eacute;change de&nbsp;15&nbsp;jours auront besoin &nbsp;d&rsquo;une aide additionnelle. Veuillez <a href="http://www.fido.ca/consumer/contact-us" mce_href="http://www.fido.ca/consumer/contact-us"> communiquer avec nous </a>&nbsp;pour discuter des options qui s&rsquo;offrent &agrave; &nbsp;vous.</i></p> --></td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 1 end --><!-- faq 2 start --> <div class="faq-container"> <div class="faq-question"> <h3>Appareil achet&eacute; dans un magasin Fido</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Retour ou &eacute;change</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>&Eacute;change d&rsquo;un appareil d&eacute;fectueux</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s.</li> <li>L&rsquo;appareil doit &ecirc;tre retourn&eacute; ou &eacute;chang&eacute; au m&ecirc;me magasin o&ugrave; vous l&rsquo;avez achet&eacute; pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change et pour que vous receviez votre remboursement et votre confirmation d&rsquo;annulation.</li> <li>Le re&ccedil;u et les documents originaux sont requis.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s.</li> <li>Communiquez avec le magasin de d&eacute;tail o&ugrave; vous avez achet&eacute; l&rsquo;appareil pour obtenir du soutien suppl&eacute;mentaire.</li> </ul> </td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 2 end --><!-- faq 3 start --> <div class="faq-container"> <div class="faq-question"> <h3>Appareil achet&eacute; chez un autre d&eacute;taillant (autre que Fido, p. ex., Best Buy)</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Retour ou &eacute;change</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>&Eacute;change d&rsquo;un appareil d&eacute;fectueux</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s.</li> <li>L&rsquo;appareil doit &ecirc;tre retourn&eacute; ou &eacute;chang&eacute; au m&ecirc;me magasin o&ugrave; vous l&rsquo;avez achet&eacute; pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change et pour que vous receviez votre remboursement et votre confirmation d&rsquo;annulation.</li> <li>Le re&ccedil;u et les documents originaux sont requis.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les <strong>crit&egrave;res de retour</strong> susmentionn&eacute;s. <a href="https://www.fido.ca/consumer/contact-us?setLanguage=fr"><strong>Contactez-nous </strong></a></li> <li>Vous pouvez &eacute;changer un appareil d&eacute;fectueux admissible en le retournant au m&ecirc;me magasin o&ugrave; vous l&rsquo;avez achet&eacute;.*</li> </ul> <!-- <p><b><i>&nbsp;Remarque&nbsp;: </i></b><i>Les clients dont l&rsquo;appareil est d&eacute;fectueux et qui &nbsp;ont d&eacute;pass&eacute; la p&eacute;riode d&rsquo;&eacute;change de&nbsp;15&nbsp;jours auront besoin &nbsp;d&rsquo;une aide additionnelle. Veuillez<a href="http://www.fido.ca/consumer/contact-us" mce_href="http://www.fido.ca/consumer/contact-us"> communiquer avec nous </a> pour discuter des options qui s&rsquo;offrent &agrave; &nbsp;vous. </i></p> --></td> </tr> </tbody> </table> </p> <p><em>* Les autres magasins de d&eacute;taillants peuvent imposer d&rsquo;autres r&egrave;gles et frais lors des retours d&rsquo;appareils. Veuillez communiquer avec eux pour obtenir de plus amples renseignements.</em></p> </div> </div> </div> <!-- faq 3 end --><!-- faq 4 start --> <div class="faq-container"> <div class="faq-question"> <h3>Retournez votre appareil (par la poste)</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer4" class="collapse"> <div class="faq-answer"><ol> <li>Assurez-vous d&rsquo;avoir effectu&eacute; une r&eacute;initialisation g&eacute;n&eacute;rale de l'appareil pour effacer tout le contenu : <ul> <li>Effectuer une r&eacute;initialisation compl&egrave;te de l&rsquo;appareil</li> <li>D&eacute;sactiver tous les mots de passe et les fonctions de verrouillage</li> <li>D&eacute;sactiver &eacute;galement les autres fonctions de verrouillage propres &agrave; l&rsquo;appareil <p style="font-size: 1em; !important">&Agrave; retirer : fonctions de verrouillage suivantes, cliquez sur les liens : <a href="https://support.apple.com/fr-ca/explore/find-my-iphone-ipad-mac-watch"> Localiser mon iPhone d&rsquo;Apple</a>, <a href="https://support.google.com/nexus/answer/2840815?hl=fr">compte Google pour Android</a>.</p> </li> </ul> </li> <li>D&eacute;posez l&rsquo;appareil ainsi que tous les accessoires et manuels inclus dans la bo&icirc;te d&rsquo;origine ou une bo&icirc;te similaire, et ajoutez du papier bulle ou du papier journal pour bien prot&eacute;ger le contenu.</li> <li>Apposez sur l&rsquo;ext&eacute;rieur du colis l&rsquo;&eacute;tiquette de retour autocollante comprise avec votre appareil.</li> <li>Consignez le num&eacute;ro de suivi inscrit sur l&rsquo;&eacute;tiquette de retour. Vous pouvez faire le suivi de votre colis sur <a href="https://www.purolator.com/fr">www.purolator.com</a>.</li> <li>Laissez votre colis dans une bo&icirc;te de d&eacute;p&ocirc;t de Purolator ou au point de d&eacute;p&ocirc;t de Purolator le plus pr&egrave;s. Consultez le site <a href="https://www.purolator.com/fr">www.purolator.com</a> pour trouver une succursale pr&egrave;s de chez vous ou appelez Purolator au <strong>1-888-SHIP-123</strong> (1-888-744-7123).</li> </ol></div> </div> </div> <!-- faq 4 end --><!-- faq 5 start --> <div class="faq-container"> <div class="faq-question"> <h3>Une fois l&rsquo;appareil retourn&eacute;</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p><strong>Si vous &ecirc;tes ADMISSIBLE au retour ou &agrave; l&rsquo;&eacute;change<br /> </strong>Votre retour sera trait&eacute; et les frais port&eacute;s &agrave; votre compte seront corrig&eacute;s dans les quatre&nbsp;semaines suivant la r&eacute;ception de votre appareil par Fido.</p> <p><strong>Si vous n&rsquo;&ecirc;tes PAS ADMISSIBLE au retour ou &agrave; l&rsquo;&eacute;change<br /> </strong>Votre appareil vous sera retourn&eacute; et aucune correction ne sera apport&eacute;e &agrave; votre compte.</p> <p>Si Fido d&eacute;termine que l&rsquo;appareil pr&eacute;sente des dommages qui ne sont pas couverts par la garantie du fabricant ou que Fido est dans l&rsquo;impossibilit&eacute; de d&eacute;sactiver une fonction de verrouillage, les frais applicables seront port&eacute;s &agrave; votre compte (en plus des taxes exigibles) et l&rsquo;appareil que vous nous avez envoy&eacute; vous sera retourn&eacute;.</p> </div> </div> </div> <!-- faq 5 end --></div> Politique de retour instructions échange retours sans fil Politique de retour 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

Fido's exchange and return policy on mobile devices

If you are not satisfied with your Fido mobile device, you can return (or exchange) it to the store you purchased it from, provided the following return criteria is met:

Return period:

In store purchase at a Fido Retail store - Within 15 days from purchase date.
✔ Purchases made on Fido.ca or the Fido call centre - Within 30 days of shipment of the device.
✔ Purchases ordered with Express Pickup – Within 30 days of receiving the device.

Return condition:

✔ Device is in it’s original condition with all accessories.
✔ Must not have any physical or moisture damage.
✔ Device passwords and locks are removed.

Start a return request

Please follow the steps below based on how you purchased your device:

Purchased from Fido.ca or the Fido call centre:

Returns/Exchange

Defective Device Exchange

  • Ensure device meets return criteria above.
  • Contact us to validate your return/exchange eligibility.
  • Defective devices eligible for exchange must be shipped back within 10 days.

Express Pickup

  • Ensure device meets return criteria above.
  • Return/exchange must be done at the same Fido store where the device was picked up.
  • Ensure device meets return criteria above.
  • Contact us to validate your return/exchange eligibility.


Express Pickup – Defective Device Exchange

  • Ensure device meets return criteria above.
  • Contact us to validate your return/exchange eligibility.
  • Defective devices eligible for exchange must be shipped back within 10 days.

Purchased from a Fido Retail store:

Returns/Exchange

Defective Device Exchange

  • Ensure device meets return criteria above.
  • Device must be returned or exchanged at the same store it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.
  • Original receipt and documentation is required.
  • Ensure device meets return criteria above. Contact us.
  • Defective devices eligible for exchange must be returned to the same store it was purchased from.

Purchased from other retailer (e.g., Best Buy or other non-Fido stores):

Returns/Exchange

Defective Device Exchange

  • Ensure device meets return criteria above.
  • Device must be returned or exchanged at the same store where it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.
  • Original receipt and documentation is required.
  • Ensure device meets return criteria above.
  • Contact the retailer where you purchased the device for further support*
  • Defective devices eligible for exchange must be returned to the same store it was purchased from*.

* Other retailers may have additional rules and charges for returning devices.  Please contact them for more info.

Returning your device (via shipment)

  1. Make sure:
    • You’ve done a master reset on the device to erase all content
    • Removed all passcodes or hardware locks
    • Other device-specific locks are removed

     To remove: Apple 'Find my iPhone' lock; Android 'Google Account' lock.

  2. Place device and all included accessories and manuals into the original or comparable box, including bubble wrap or newspaper to protect the contents.
  3. Affix to the outside of the package the self-adhesive Return shipping label enclosed with your device.
  4. Record the tracking number from the Return shipping label. You can track your package at www.purolator.com
  5. Drop off the package at the nearest Purolator depot or drop box. Visit www.purolator.com for locations nearest you or call Purolator at 1 888 SHIP-123 (1 888 744-7123)

After your device has been returned

If return or exchange is ELIGIBLE:
Your return will be processed and your account charges adjusted within 4 weeks of the device being received by Fido.

If your return or exchange is INELIGIBLE:
Your device will be returned to you and account adjustments will not be applied.

If Fido determines that the device received has damages that are not covered under the manufacturer's warranty, or has a hardware lock that Fido cannot remove, you will be charged applicable device charges (plus applicable taxes), and the device that you sent us will be returned to you.