The U.S. Verizon Return Policy gives you 30 days to return or exchange eligible wireless devices and accessories bought directly from Verizon. For shipped orders, the window starts on the delivery date. For in-store purchases, Verizon’s order support page says it starts the day after purchase. Verizon requires the original receipt and like-new merchandise. Wireless device returns and exchanges carry a $50 restocking fee plus applicable tax, except in Hawaii.
Check the seller on your receipt before heading to a store. A Verizon Authorized Retailer can have its own return policy, even if the phone is activated on Verizon. If you also want to cancel your mobile line, contact Verizon separately. Returning the device alone leaves the line active.
Verizon Return Policy at a Glance
| Policy Detail | Current Rule |
|---|---|
| Standard return window | 30 days for eligible wireless devices and accessories bought directly from Verizon |
| When the window starts | Delivery date for shipped orders or the day after an in-store purchase |
| Proof and condition | Original receipt, original packaging and included components, and like-new condition |
| Return methods | Eligible direct purchases can be returned through My Verizon or at a Verizon-owned store, subject to any instructions included with the order |
| Device restocking fee | $50 plus applicable tax on wireless device returns and exchanges, except in Hawaii |
| Accessory restocking fee | Verizon says there is no restocking fee on returned accessories |
| Exchanges | One eligible exchange. Accessories financed through the Accessory Payment Program must be returned and reordered |
| Refund method | Credit card, mailed check for cash or check purchases, gift card, or wireless account credit, depending on how you paid |
Verizon’s mobile return terms and order support pages explain the deadline, available return methods, and payment-specific refund rules.
Understanding the Verizon Return Policy
The 30-day mobile policy covers eligible purchases made directly through Verizon’s website, the My Verizon app, Verizon Customer Service, or a Verizon-owned store. For a shipped order, use the date the equipment or accessory was delivered. For an in-store purchase, Verizon’s order FAQ counts from the following day. If your order came with specific return instructions, follow those instructions.
If you bought from a Verizon Authorized Retailer, check the seller named on the receipt and follow that retailer’s return process. If the retailer arranged for Verizon to ship the item directly or for pickup at a Verizon-owned store, confirm the return route with the seller or Verizon before handing over the item.
What Condition Must Returned Items Be In?
Verizon requires like-new merchandise and the original receipt. Pack the item in its original box with the parts it came with, including the charger, battery, and instructions where supplied. Verizon can decline a return or assess a charge if something is missing, damaged, or needs service. If you mail the return, use the original shipping carton as directed and keep a copy of the receipt for your records.
Can You Return an Opened or Activated Phone?
An opened or activated phone can qualify if it meets the like-new condition requirement and you have the original receipt, packaging, and included components. Before handing it over, transfer or back up your data, disable Apple Find My or Android Find My Device, and factory-reset the phone. Remove any removable SIM or memory card. If the phone offers a Safe to Ship mode, Verizon directs you to turn it on before mailing the device or taking it to a store.
How to Return an Item to Verizon
Returning an Item to a Verizon-Owned Store
Bring the item, its original box and components, and the original receipt. Verizon accepts eligible direct purchases at Verizon-owned stores, including eligible online and phone orders, unless the order came with different return instructions. Check the location before you go, since a store displaying Verizon branding may be an Authorized Retailer.
Returning an Item by Mail Through My Verizon
- Open Orders in My Verizon and select View details for the purchase.
- Choose Return or exchange, select the item, and follow the order-specific instructions.
- Pack the item and its original components, include the receipt, and attach the prepaid shipping label Verizon provides.
- Follow the carrier instructions and keep the tracking number and proof of drop-off. If you lose the label, you can use the order’s return flow to print another one.
Track the package through the carrier named on the label. If the carrier shows delivery and your refund is overdue, contact Verizon Mobile support at 800-922-0204 with the order number and tracking details.
Return Fees and Exchanges
Verizon charges $50 plus applicable tax for a wireless device return or exchange outside Hawaii. Verizon says accessory returns carry no restocking fee. It supplies a prepaid label for eligible mail returns, and shipping charges may apply when Verizon sends out exchange merchandise.
Verizon allows one eligible exchange. To exchange an accessory online, you must have held a Verizon account for at least 60 days and have an account balance of $24.99 or less. If you’re exchanging a device with an active Verizon mobile line, Verizon instructs you to activate the replacement before sending back the original and to stay within the return window.
Accessories financed through the Accessory Payment Program follow a different process. Return the original item first. After Verizon receives and inspects it, Verizon cancels the original accessory loan and handles any applicable refund under the loan terms. If you want a replacement, place a separate order after the return is complete.
Refund Methods and Processing Times
Verizon issues the refund after it receives the complete, undamaged merchandise in like-new condition. The following timelines apply after receipt of the return. Allow additional time for the package to reach Verizon if you mail it. The refund goes to the purchaser named on the receipt.
| Original Payment | How Verizon Refunds It | Published Timing |
|---|---|---|
| Credit card | Credit to the card | Up to 3 weeks |
| Cash or check | Refund by check | Up to 7 weeks |
| Billed to your Verizon wireless account | Credit on the wireless account | Within 2 billing cycles |
| Verizon gift card | Refund by gift card | Verizon’s mobile return FAQ gives no separate timeframe |
Gift Cards, Opened Software, and Promotions
Verizon gift cards are ineligible for return or exchange except where required by law. If you used a gift card to buy eligible merchandise, the refund is issued by gift card. Opened software purchased separately can only be exchanged for the identical item at a Verizon Communications Store.
Buy-one-get-one and similar offers can affect your next bill. Returning one item from a qualifying offer can cancel the promotion and trigger a charge for the promotional benefit. A same-make, same-model exchange under a BOGO offer only requires you to return the item being exchanged. Verizon can also reverse promotional trade-in value if you return or exchange the device tied to that promotion. Review the terms of your offer before handing over either device.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, incomplete, or with the wrong item, contact Verizon before mailing it back. Keep the packaging and order details so support can identify what was shipped and direct you to the right process. This matters because Verizon’s standard return policy allows it to reject damaged or incomplete merchandise or assess a charge.
If your phone has an eligible in-warranty failure, Verizon lists a new replacement at no cost within 30 days of purchase. After 30 days and up to one year from purchase, eligible customers may receive a Certified Like-New Replacement. For that replacement process, Verizon requires an active mobile line and requires you to send back the defective device within 30 days of receiving the replacement. Accidental or liquid damage may require a separate device protection claim if you have applicable coverage.
Canceling Service and Returning Home Internet Equipment
Canceling a Verizon Mobile Line
Contact Verizon Customer Service separately to cancel the line. Under Verizon’s standard monthly mobile terms, you remain responsible for the activation fee unless you cancel within 3 days of activation. Applicable service charges through the cancellation date can still be due. If your line has a minimum contract term, check your service agreement for any early termination fee. Verizon Prepaid service costs follow separate rules and are generally nonrefundable once paid or once the account is initialized.
Returning Fios or Wireless Home Internet Equipment
For Fios rented equipment, contact Verizon to start the disconnect and return. You have 30 days from service disconnection to return the rented equipment. Bring the unboxed equipment and power cords to an authorized The UPS Store location and keep the return receipt. Some Verizon stores in the Fios service area also accept equipment, so verify the location before going.
For Verizon-owned wireless home internet equipment, contact Verizon to initiate the return, then follow its drop-off instructions. Required equipment is due within 30 days of disconnection or receipt of a replacement. If you are canceling, wait until the line is fully disconnected before dropping off the equipment. A participating The UPS Store can accept the equipment without a return label or QR code, and Verizon may charge a fee for required equipment returned late or damaged.
What to Do If Your Return Is Denied or Late
Ask which requirement caused the denial, then check the seller, applicable deadline, receipt, and included components. If carrier tracking shows you returned the item on time, give Verizon the tracking number and drop-off receipt when you contact support. If the problem is a device malfunction, ask whether the warranty or a device protection plan applies.
Contact Verizon before shipping anything after the deadline. Its policy states that merchandise sent back late can result in losing both the refund and the merchandise, even if you mailed it by mistake.
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Frequently Asked Questions
Does Verizon’s 30-Day Return Window Start When My Order Ships?
For shipped equipment and accessories, it starts on the delivery date. Verizon’s order FAQ says the window starts the day after purchase for items bought in store.
Can I Return a Verizon Online Order In Store?
Yes. A Verizon-owned store can accept an eligible order bought directly from Verizon, unless the order came with different return instructions. Bring the original receipt, the original packaging, and the included components.
Can I Return an Item Without the Original Receipt?
Verizon’s standard policy requires the original receipt. If you lost it, pull up the order in My Verizon and ask Verizon whether it can provide a copy or verify the purchase before you make the trip or mail the item.
Does Verizon Charge a Restocking Fee on Accessories?
Verizon says there is no restocking fee when you return an accessory. The standard $50 fee plus applicable tax applies to wireless device returns and exchanges outside Hawaii.
How Long Does a Verizon Credit Card Refund Take?
Verizon says a credit card refund may take up to 3 weeks after it receives the complete, undamaged return in like-new condition. Keep the tracking number so you can confirm when it arrived.
Will Returning My Phone Cancel My Verizon Plan?
You must contact Verizon Customer Service separately to cancel the line. If your purchase included a promotion or trade-in credit, check the offer terms before completing the return so you know how it could affect your bill.
Can I Return a Phone After 30 Days If It Stops Working?
Once the standard return window closes, an eligible defect may qualify for warranty service. Verizon’s Certified Like-New Replacement program can cover qualifying failures more than 30 days and up to one year after purchase, subject to its warranty and account requirements.
Conclusion
Start with the seller and date on your receipt. If you bought directly from Verizon, use the 30-day return window, keep the device or accessory in like-new condition, and gather the original packaging and included parts. Before returning a wireless device, factor in the $50 restocking fee plus applicable tax outside Hawaii and check whether the return affects a trade-in or bundle credit. If you mail it, keep the carrier’s tracking number. If you also want to stop service, contact Verizon separately to cancel the line.