ANSWERED: How to Return Your Xfinity Equipment

Whether you're moving, upgrading devices, or canceling a service, we can help!

Visit our Digital Return Center at xfinity.com/returns and follow the on-screen instructions for the device you'd like to return to us.

If you don't see your device, simply follow the return options below. Even if you’ve already disconnected your account, you can still use the Digital Return Center. You just need your Xfinity ID and password. If you need help with your ID or password, go here.

If you need to return or exchange:

• WiFi Boost Pods, see these instructions.
• Xfinity Cameras, see these instructions.
• Xfinity Mobile products, see this overview.

For help moving, just tell us a bit about your move at xfinity.com/moving. We'll take care of the rest so you can move in about a minute.

Instructions in different languages

Find these instructions in a different language below:

• Chinese
• Portuguese
• Russian
• Tagalog
• Vietnamese

Simple options to return Xfinity equipment

Should you need to return your rented equipment, there are a few ways to do so.

Option one: Use a home-printed or Xfinity-provided (if applicable) prepaid return label and drop the equipment off at a UPS location.

1. Use the prepaid return label from your most recent Xfinity shipment (if applicable).
   • If you received a prepaid return label in a recent shipment, proceed to step 6.
   • If you haven’t received a prepaid return label in a recent shipment, proceed to step 2 for at-home printing instructions.
2. Sign in and visit the Equipment Return page.
   • Note: You must have your Xfinity ID  and password to process your return online. If you need help with your ID or password, go here.
   • Already submitted a return request?
     • You can track your return at the Pending return status page.
3. Check off the device(s) you'd like to return and select Continue.
   • When returning your device(s), check the serial number on the device to ensure that it matches your selection.
   • Note: If you're returning a TV Box, you can click Identify Device.
     • This will send a signal to that specific TV and display an on-screen message to let you know it's the correct TV Box.
4. Choose a reason for return and press Continue.
5. Select a return option, follow the listed instructions and press Confirm.
   • If you’ve selected UPS Prepaid Shipping:
     • Return to the Device Management Center.
     • Select Return Details for the device you’re returning.
     • Click Print Shipping Label to print the label for your package.
6. Put the equipment being returned into its original box or any at-home cardboard box that fits your equipment. Ensure the device is securely placed in the box and add any additional padding (newspaper, cardboard, etc.), if necessary.
7. Place your UPS prepaid shipping label on the outside.
   • Keep the top portion of the label with the tracking number included, as this will be your receipt.
8. You can either:
   • Drop the package off anywhere UPS shipments are accepted.
     • Find the nearest drop-off location here.
   • Call 1-800-PICK-UPS to schedule an at-home pickup by using the label tracking number.

Note: Please allow up to two weeks for the return to be reflected on your account.

Option two: Xfinity Retail Store

Visit us at any Xfinity Retail Store.

1. Find an Xfinity Retail Store location near you.
2. Visit xfinity.com/stores to make an appointment or stop by your closest Xfinity Retail Store.
3. Drop off your equipment at the Xfinity Retail Store.
   • Make sure to give your equipment to an Xfinity Retail Store representative.
   • After you return your equipment, it'll be immediately removed from your account.
4. Our team at the Xfinity Retail Store will provide you with a receipt confirming your return details.