Returns, Warranty and Repairs.

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Online Trade-In
Returns
Warranty
Out of warranty
Repairs

MEMBERS RETURNING THEIR OLD DEVICE AS A TRADE-IN FOR AN UPGRADE:

Complete your new activation/hardware upgrade on virginplus.ca or in My Account.
Complete and submit your online trade-in order.
Download and print the waybill provided in the online trade-in portal to ship your trade-in device to Virgin Plus.
Package your phone in a suitable box and affix the waybill to the outside of the box.
There is no need to call us. We will process the trade-in and then send you a confirmation email.

Heads up: The waybill is also sent to you by email to the email address that you provided during the online trade-in order submission.

RETURNS - 0 TO 15 DAYS (Buyer's remorse)

We know you'll love being with Virgin Plus. We back it up with our 15 Day You'll Love Us Guarantee. If you're not 100% happy with your phone, you can exchange it for a new phone or return it for a full refund if you meet the following conditions:

Return Policy for Postpaid Member

Return the device within 15 days of your commitment start date.
Return the device and original receipt to your purchase location.
The device is in near new condition with all original packaging, manuals and accessories included. Certified Pre-loved phones must be returned in either the "like new" or "gently used" condition as originally purchased with original packaging and accessories included.
You have not used the device excessively, in violation of our Responsible Use Policy.

You are responsible for all service charges incurred prior to your return of the device. SIM cards and headsets cannot be exchanged or refunded once opened or activated. You can return up to two devices per subscriber on your account.

If you are a person with a disability, the same conditions apply; however, you may return your device within 30 calendar days of the commitment start date.

Return Policy for Prepaid Members

Return the device within 15 days of your commitment start date.
Return the device and original receipt to your purchase location.
The device is in “like new” condition with all original packaging, manuals and accessories included.
The device has not exceeded 30 minutes of voice usage or 50 MB of data usage.

SIM cards and headsets cannot be exchanged or refunded once opened or activated. You can return up to two devices per subscriber on your account.

If you are a person with a disability, the same conditions apply; however, you may return your device within 30 calendar days of the commitment start date.

Accessories:

Accessories can be returned within 15 days of original purchase for refund or exchange, excluding headsets and earpieces for which we cannot accept returns due to health and safety reasons.
Each Accessory must be returned in “like new” condition and in the original packaging with all the components included at purchase.
Returns for in-store purchases must be made at original point of purchase.
Shipped accessories can be returned within 15 days of receiving the accessory.
Defective accessories purchased for more than 60 days but less than 30 days (from original purchase date) may be exchanged over-the-counter.
For accessory warranty claims exceeding 30 days from date of purchase, please contact the manufacturer.

Important Information on Shipping Products with Lithium Batteries

If you are shipping a device that has a damaged battery, here's how you do it.

Here's what you do:

If you bought your phone or SIM card at a store

Phones, accessories, and SIM cards have to be returned to the store where you bought them.
If you bought your phone or SIM card online or over the phone
Phones, accessories or SIM cards ordered online have to be shipped back to us. If you activated an eSIM on this device, please transfer the line back to your previous device so you can continue to use your Virgin Plus mobility service. Learn how to transfer your service.
1. Place your device in the original packaging with all manuals and accessories included at time of purchase. If you no longer have the original packaging, place the device in another suitable box with proper packaging.
2. To return your device, you can print a return label from the Canada Post website. Attach the return shipping label to the outside of the box. What does a return label look like?
  
  Heads up: if you are unable to print a label, visit any Canada Post outlet and provide the following Post Return ID: PR746801.Canada Post will print the return label and process your return. Please a keep a record of the return tracking number provided by Canada Post.
  
  If you are a SmartCare Member and need to do a return, please use the enclosed waybill that you received with your shipment. If you no longer have your waybill, please call us 1-866 213-2143.
3. Once your device is properly packaged and ready to ship, take it to any Canada Post outlet. There is no need to call us. We will process your return once we receive it. A confirmation email will be sent to you when your return has been completed (processing times may vary).

Warranty and Repairs

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MANUFACTURER'S LIMITED WARRANTY

If you bought a brand new phone, it's subject to the manufacturer's limited warranty, which is typically valid for at least 12 months from the purchase date. If your phone is not working due to a manufacturer issue that occurs within 30 days of your purchase, you can exchange it for a brand new phone. If it's over 30 days, but within the manufacture's limited warranty period, we can get your phone repaired at manufacturer's cost. Don't forget to check out our basic troubleshooting page for quick fixes you can try first.

If you bought a Certified Pre-loved phone, it's subject to the Virgin Plus limited warranty, valid for 12 months from the purchase date. If your phone is not working due to a manufacturer issue that occurs within 12 months of your purchase, we will replace the phone with a comparable unit.*

Don't forget to check out our basic troubleshooting page for quick fixes you can try first.

Heads-Up! The warranty only covers manufacturer defects - things like water damage or physical abuse aren't covered, so be totally sure that you haven't dropped or damaged your phone in any way. Not sure if you're covered? Check out our warranty coverage page for more info.

We'll replace a defective SIM card for free if it's within 30 days of when you bought it. A defective SIM card won't be replaced if it's been more than 30 days.

If your new phone or SIM card isn't working properly within 30 days from purchase (not applicable to Certified Pre-loved phones)

Here's what you do:

If you bought a new iPhone

You can exchange your iPhone for a new one only if your iPhone cannot power on and you haven't put the SIM card in and turned it on (what we call "unbricking" your iPhone).

If your iPhone has been unbricked and you're having issues, you can visit one of our Service Lounges to speak to a Repair Specialist, or call us at 1-888-999-2321 for info on returning the iPhone to the manufacturer for repair. For info on all other phones, see below.
If you bought your new phone or SIM card at a store

Your phone or SIM card must be brought back to the same store where you bought it. Once we've looked everything over and made sure the issue with your phone problem is covered by the warranty, we'll hook you up with a new phone. It'll be the same model as the one you originally purchased.
If you bought your new phone or SIM card online or over the phone

Give us a call at 1-888-999-2321 (for online purchases) or 1-855-238-6847 (for over-the-phone purchases) for all the info you need to send the phone or SIM back to us. Once we've looked everything over and made sure your phone problem is covered by the warranty, we'll hook you up with a new phone. It'll be the same model as the one you originally purchased.

If your new phone or SIM card isn't working properly more than 30 days from purchase (not applicable to Certified Pre-loved phones)

Here's what you do:

If you're on a monthly plan
- Visit one of our Service Lounges to get hands on tech support for your phone. Our Repair Specialist can also help determine if your phone needs repair and if it's covered under the manufacturer's warranty.
- You can also call us at 1-888-999-2321 for info on returning the phone to the manufacturer for repair. You'll get a loaner phone along with a return envelope to send in your defective phone for inspection. Be sure to follow the instructions you get with your return envelope really carefully. If any of the info is missing or wrong, it'll take longer to get your phone fixed.
- If it's determined that user damage is the cause of the phone issues, you'll have to cover the costs for the repair. If you choose not to continue with the repair, we'll return your phone at no cost. If no user damage is found, your device will be repaired at no cost to you, under manufacturer’s warranty.
- While your phone is being fixed, we will provide you with a loaner phone if you request one. Loaner phones must be returned within 48 hours after you receive your repaired phone. If you don't return it or you return it to us in damaged condition, there will be a charge on your bill to cover it.
- Heads-Up! All personal info or content left on your phone or stick will be erased and any microSD cards or SIM cards left in the phone will be destroyed. You're in charge of transferring all your personal info (like images, tones, contacts, etc.) over to your new phone. For details on how to do this, check out your user guide.
If you're on a prepaid plan

Visit one of our Service Lounges to get hands-on tech support for your phone. Our Repair Specialist can also help determine if your phone needs repair and if it's covered under the manufacturer's warranty.

You can also call us at 1-888-999-2321 for info on returning the phone to the manufacturer for repair. You'll get a return envelope to send in your defective phone for inspection. Be sure to follow the instructions you get with your return envelope really carefully. If any of the info is missing or wrong, it'll take longer to get your phone fixed.

If it's determined that user damage is the cause of the phone issues, you'll have to cover the costs for the repair. If you choose not to continue with the repair, we'll return your phone at no cost. If no user damage is found, your device will be repaired at no cost to you, under manufacturer’s warranty.

Heads-Up! All personal info or content left on your phone or stick will be erased and any microSD cards or SIM cards left in the phone will be destroyed. You're in charge of transferring all your personal info (like images, tones, contacts, etc.) over to your new phone. For details on how to do this, check out your user guide.

If your Certified Pre-loved phone isn't working properly within 12 months from purchase

Here's what you do:

Give us a call at 1-888-999-2321 for all the info you need to send the phone or SIM back to us. Once we've looked everything over and made sure your phone problem is covered by the warranty, we'll hook you up with a replacement phone.

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OUT OF WARRANTY REPAIRS (AFTER THE LIMITED WARRANTY PERIOD OR USER ABUSE)

Manufacturer’s Limited Warranty

If your new phone has exceeded manufacturer’s limited warranty period or your phone is damaged from user abuse, your phone is no longer covered under the manufacturer's warranty and you'll need to pay for the cost to repair your device.

Here's what you do:

Head to a Service Lounge OR Call us at 1-888-999-2321 for info on returning the phone to the manufacturer for repair.
If you have SmartCare coverage, call us at 1-866-213-2143 to talk about your next steps.

Virgin Plus Limited Warranty (Certified Pre-loved devices)

If you have a Certified Pre-loved device and the Virgin Plus limited warranty period has expired or is damaged from user abuse, your phone is no longer covered under the Virgin Plus warranty and you'll need to pay for the cost to repair your device.

Here's what you do:

If you have SmartCare coverage, call us at 1-866-213-2143 to talk about your next steps.
Visit an independent repair shop to obtain a quote for repair.

Heads-Up! All personal info or content left on your phone or stick will be erased and any microSD cards or SIM cards left in the phone will be destroyed. You're in charge of transferring all your personal info (like images, tones, contacts, etc.) over to your new phone. For details on how to do this, check out your user guide.

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Repair Charges

We provide loaners while you wait for your repair. There may be some charges associated based on your device warranty and/or if the loaner is returned with damage or is lost. See the details below.

Description	Service fee
Repair loaner fee
In-warranty	Waived
Out-of-warranty	$30
Loaner damaged/lost fee
Phone	$100 to $550
Accessory (Battery or charger)	$25

Heads-up! Fees may vary by Service Lounge locations. Fees are subject to change over time. Applicable taxes are extra.

Repair Tracking

If your phone was submitted for repair through Virgin Plus, use your Virgin Plus phone number or repair ticket number to track your repair status online

*New devices come with a manufacturer's limited warranty. Certified Pre-loved devices come with a Virgin Plus limited warranty and some of the manufacturer's limited warranty may remain. Learn more