Return period:

  • Within 15 days from purchase date. Please note that day one starts from the date of activation, not from the date that you received the device. Your date of activations is indicated in the service agreements you received from Red Wireless and Rogers. 

Return condition:

  • Product is in its original condition with all accessories.

  • Must not have any physical or moisture damage.

  • Device passwords and locks are removed.

Note: headsets/earpieces and used SIM cards are not refundable.

Follow these instructions to return or exchange your purchase

Confirming return or exchange eligibility

  • Please call 1-888-819-1007 to confirm your return eligibility 

  • Ensure that all products meet the return criteria stated above. 

  • If eligible, we will email you a waybill to return your product. Please note that all device exchanges are subject to a $50 exchange fee and all previous shipping fees paid are non-refundable.  Additionally, we may charge up to a 25% restocking fee for any phones or accessories not returned in like-new condition

Before Shipping the Phone back to us: 

Make sure you’ve done a master reset on the device and removed any device-specific locks using these helpful links:

  1. Apple Find my iPhone lock

    • More info on how to unlock your iPhone here.

    1. Android Google Account lock

  2. Place the device and any 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 Return shipping label that was emailed to you.

  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 you’ve shipped your item back to us

If your return or exchange was successful, it will be processed and your account charges adjusted within 4 weeks of the device being received.

If your return or exchange was not successful, the device will be returned to you and account adjustments will not be applied.

Note: This could happen if the device you returned:

  • Is damaged

  • Is not covered under the manufacturer’s warranty

  • Has a hardware lock that Rogers could not remove

In these cases, you will be charged applicable device charges (plus applicable taxes), and the device you sent us will be returned to you.

Exchanging a defective device

Follow these instructions to exchange a defective device.

  • Ensure the device meets the return criteria stated above.

  • Call 1-855-381-7835 to speak with a Technical Support rep.

Have more questions? Please contact us at  1-888-819-1007 or by email at shipping@redwireless.ca