Info: FAQ about Sprint’s Return and Exchange Process

Here you will find the answer to some of the most frequently asked questions about Sprint’s 14 days satisfaction guarantee as well as some tips to avoid the restocking fee.

Q: How much time do I have to return and exchange my phone?
A: Sprint has a 14 days satisfaction guarantee policy, so you can return your device within 14 days from the moment of activation. This is a very simple process if you bought the phone from a Sprint Store or if you upgraded one of your lines, as you will have to activate the phone yourself. However, the phones ordered with Telesales or on the sprint.com webpage for new lines of service or added lines, come already activated, thus the 1st day of the 14 days time frame may start before you receive the device.

Q: I received my phone, but it’s not working properly, what should I do?
A: If you are still inside the 14 days time frame and you purchased the phone directly from Sprint and not a 3rd party dealer, then you will be able to return your phone for a new one at no additional cost. If you want to choose a different model, you will either have to pay the difference for a more expensive device, or be refunded if you choose a less expensive one.

Q: Where can I exchange my defective phone?
A: This depends on your point of sale. If it was bought in a store – you have to go back to the same store. Don’t try to call Customer Service, as they will not be able to assist you. If you purchased the phone from sprint.com or Telesales, you will be able to exchange it over the phone with the Order Support department, or in a Corporate Store that has Service and Repair.

Q: I just received my phone, it works fine, but I don’t like it. Can I still exchange it?
A: Yes, you are eligible for one discretionary exchange inside the 14 days satisfaction guarantee, so you will be able to exchange your phone for any model that you want. However they will charge you a $35 restocking fee if the phone was activated. Plus, you will have to pay again for the replacement phone and wait up to 10 business days to be refunded for the initial device that you ordered. So try to make the right decision from the start.

Q: I received the wrong phone, do I still have to pay the restocking fee?
A: No, there are a few scenarios when the restocking fee is not applicable.

1. Incorrect phone model or color sent – if you placed the order with Telesales and they sent you the wrong phone, the restocking fee is not applicable.
2. Device was never activated – like mentioned before, if you upgraded and didn’t activate your phone, no restocking fee is necessary.
3. You will return to your previous phone – this exception is applicable only for upgrades, so if you upgraded your phone and then you changed your mind and want to stay with the same phone you had before, Sprint will waive the restocking fee.

Q: I don’t find myself in any of the scenarios above, is there another way to have the fee waived?
A: This is a long shot, but you might be able to dispute the restocking fee. If you’ve been a Sprint customer for a long time and you have good payment history, they might be able to make a one-time only exception and waive the fee.

Q: I just started service with Sprint, but I want to return to my previous carrier. Will I pay an early termination fee?
A: No, this is also covered by the 14 days satisfaction guarantee. As long as you cancel your line or account inside 14 days from the moment of activation, you will not have to pay an ETF and you will be fully refunded. Moreover, if you cancel inside 3 days from the activation, you will be refunded the activation fee as well.

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