Satisfaction guarantee and warranty on device

If you aren’t satisfied with a phone you recently bought, it may qualify for the Fido satisfaction guarantee.

Eligible devices come with a 1-year manufacturer’s warranty from the purchase date (3 years if you're a resident of Quebec).

Fido also offers a satisfaction guarantee and manufacturer’s warranty on accessories. Fido offers you a satisfaction guarantee if you are not satisfied with the phone model recently purchased, and a 1-year after-sales manufacturer’s warranty from the date of purchase.

• If you purchased at the Fido retail store, count 15 days from the purchase date..
• If you purchased from Fido.ca or the Fido call centre (including Express Pickup), count 15 days from the date the order was shipped.
• You must return all items of the original purchase, meaning the original box and all of its contents (phone or Internet device, charger, user guide, etc.), in its complete and original condition.
• You must have the original proof of purchase.

Please note that you will be billed for all charges until the deactivation of your service.

Things to Know

• Only one exchange is allowed.
• Exchanges for the same model in a different color are authorized.

Things to Know

• The phone warranty letter is the proof of purchase.
• You will need to use the prepaid return label provided with your new phone. If you can’t find the return label contact us and we can help.
• If you have provided an email address, you will receive an automated hardware exchange order confirmation email.
• The refund process will be automatically initiated once we have received the equipment and the refund will be applied on the same credit card you originally used.

How to proceed

• Return the device (including all items of the original purchase) by using the prepaid return label provided with your new phone.
  • Write down the return tracking number.

You can only exchange your device for another model or return it for a refund if you qualify for the Fido satisfaction guarantee.

If your device is defective, it may be covered by the manufacturer’s warranty. Eligible devices come with a 1-year manufacturer’s warranty (3 years if you're a resident of Quebec).

The after-sales manufacturer’s warranty

The after-sales manufacturer’s warranty covers problems or malfunctions due to a manufacturer’s defect for any Fido phone from 16 days up to 365 days (3 years for residents of Quebec).

If your warranty period is over or the defect is not covered by the manufacturer’s warranty, you can opt for one of the following options:

Buying a new phone

• See the various phone upgrade options available to you.

Device Protection Services

• If you are enrolled for Fido Device Protection, see how you can replace your device.

Fido Home Phone

• The Fido Home Phone device is not eligible for the Fido Repair and Loaner program.
• For help with a defective device (16-365 days from the date of purchase), please contact us.

Exchange and return policy on mobile devices >