How do I return or exchange my mobile device and accessories? (Answered)

***Updated 6/23/2026***

You have 14 days from the date your device is delivered or you buy it in-store to return or exchange it. For accessories, you have 30 days from the purchase date.

• You can’t cancel or change your order once shipping starts.
• If you refuse delivery, your return or exchange may take longer.

If your order is damaged or missing, see how to track and receive Xfinity Mobile orders.

Return your phone online

The easiest way to return your phone is through your account at xfinitymobile.com. Only the Primary and Manager Xfinity ID users have access to create a return order.

1. Sign in and go to Devices.
   
2. Choose the phone you want to return.
   
3. If it’s still within the return window, you’ll see an Exchange or Return button. Click it and follow the steps.
   
   
4. You'll get two emails:
   • One from Xfinity when your return is being processed.
   • One from FedEx with your shipping label.
     • Includes a QR code and a printable label.
     • If you don't have a printer, just take the QR code and your sealed box to a FedEx location. A team member will print the label for you and accept your return.
5. Drop off the box at a FedEx Office within seven days so we receive it within 20 days of your return request.
   • Need a pickup instead?
     • Call 1-800-GO-FEDEX.
     • Select I'm using a label.
     • Follow the prompts.

Other returns

Early upgrades or trade-ins: Ship your old device to Assurant via USPS.

For more information, see:

• How do I upgrade my phone early?
• How do I trade in my old phone with Xfinity Mobile?

Smartwatches, tablets and accessories: These can’t be returned online.

• Chat with Xfinity Assistant to start a return.
• We'll email a FedEx return label.
• For exchanges, visit an Xfinity Retail Store or chat with us.

Note: Accessories purchased at an Xfinity Retail Store should be returned to the same store where they were purchased.

Prepare your device or accessory for return

There is a $35 restocking fee (except for warranty exchanges and accessory returns) that will be deducted from your refund. We may refuse damaged items or charge a fee if the device isn’t in like-new condition.

Before shipping back your items:

• Back up and erase your personal information.
• Apple users must turn off Find My iPhone and Stolen Device Protection.
• Include all original items: device, battery, charger, stylus (if any), and manual.
• Use the original box if possible. Place the prepaid label over the old.

If you don’t have the original shipping box, you can use your own. Please use protective packing material inside the box to help prevent shipping damage and seal the box with shipping-strength tape.

Important return information

Xfinity Mobile is committed to giving you a fair and easy process for returns and exchanges.

Conditions for refund

To get a full refund:

• Turn off Find My and Stolen Device Protection (Apple devices only).
• Include all original items in like-new condition.
• Make sure we get your device within 20 days of your return request or when your new device ships (for exchanges).

If we receive your device after 20 days or if you send us a different device than the one you requested to return or exchange:

• You won't be refunded for payments already made.
• We won’t send the item back.
• We might cancel the remaining balance on any device payment plan, depending on the device’s condition. But we may still charge a damage or restocking fee.

We strongly recommend you either drop off the box at a FedEx Office shipping center or schedule a FedEx pickup within seven days of when you started the return or exchange.

Keeping your phone number

Want to return your phone but keep your number?

• Chat with an agent within the 14-day window.
• Provide the IMEI number of a phone that works with Xfinity Mobile.
  • Use our device compatibility tool to check.
• We’ll send you a return label.
• Keep your SIM card (if applicable) and use it in your new phone.

Note: Failure to do this may result in the loss of your phone number.