cancel
Showing results for 
Search instead for 
Did you mean: 
RogersTony
Moderator
Moderator

If you aren’t satisfied with your Rogers device or accessory, you can return* (or exchange)**, provided you meet the following return criteria: 

  • Return period: 
    • In-store purchase at a Retail store - Within 15 days from purchase date. 
    • Purchases made online and over the phone - Within 30 days of shipment of the device. 
    • Purchases ordered with Express Pickup - Within 30 days of receiving the device. 
  • Return Condition
    • The product is in its original condition with all accessories.  
    • Must not have any physical or moisture damage. 
    • Device passwords and locks are removed. 

*Customers with special needs can view our Exchange and Returns Policy on theAccessibility Services page. 

**Headphones/headsets/earpieces and used SIM cards are not refundable. 

 

Confirming return or exchange eligibility 

 

If you ordered online or over the phone: 

  • Call 1 877 224-9832to validate your return/exchange eligibility. 
  • Ensure the product meets the return criteria stated above. 
  • If eligible, ship the product back to us within 10 days of contacting us. 

 

If you ordered with Express Pickup: 

  • Return or exchange must be done at the same Rogers store where the device was picked up. 
  • Ensure the product meets the return criteria stated above. 

If you purchased in-store: 

  • Return or exchange must be done at the same store of purchase. 
  • Ensure the product meets the return criteria stated above. 
  • Be sure to bring your original receipt and documentation. 

 

Shipping your product back to us 

 

  1. Make sure you’ve done a master reset on the device and removed any device-specific locks using these helpful links: 
  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. If the shipping label is not included in the box, please contact us to request one. 
  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 dropbox. 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 by Rogers. 

 

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

Note: This could happen if the device or accessory 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 or accessory 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. 

 

Note: If you’re past the exchange period, you will require additional support. Contact us to discuss your options. 

 

Have you visited our new self-serve hub at rogers.com/support? Find all the information needed to manage your account and services online, 24/7, including troubleshooting tips, answers to most frequently asked questions, video tutorials, and more!  

6523 Views
7 Comments
7 Comments