Device Return Option: when your agreement ends

Device Return Option: when your agreement ends

If you opted in to the Device Return Option (DRO) program when you bought your phone, you have two choices when your 2-year term ends. You can either return your device in good working condition, or keep it and pay back the Device Return Option Deferred Amount. This also applies if you cancel your service before your term is up.

Keep your phone

If you choose to keep your smartphone, the Device Return Option Deferred Amount will be automatically applied to your bill as per below.

To view your specific deferred amount, please refer to your Service Agreement, which you can view by logging in to MyBell.

How to return your phone

Follow our easy steps to return your Bell Mobility device.

Begin your Bell Mobility device return

How will I know if my phone is eligible for return?

• In store: A representative can immediately assess your phone's eligibility based on the "good working condition" requirements. If you are enrolled in a Smart/Phone Care plan, your phone is exempt from meeting the physical "good working condition" requirements and will automatically be eligible for return. Customers in Manitoba and Saskatchewan are not eligible for exemption and must meet all of the "good working condition" requirements.

• Online: You'll be asked to answer six questions about the condition of your phone. Your answers are subject to verification by a Bell technician once you ship your phone to us. If you are enrolled in a Smart/Phone Care plan, your phone is not subject to validation and is automatically eligible for return, provided all activation/security locks for the phone are turned off and no longer linked to your associated cloud account; and your phone PIN/password, facial recognition and fingerprint lock are removed. Customers in Manitoba and Saskatchewan are not eligible for exemption and must meet all of the "good working condition" requirements.

What happens after I return my phone?

• In store: You'll receive a confirmation receipt and the Deferred Amount will be credited to your Bell Mobility account within 1-2 billing cycles.

• Online: After submitting your request online, you must ship your phone to Bell for evaluation using the prepaid shipping label provided. We'll also email you a copy of the shipping label. Once we receive your phone and verify its eligibility for return, the Deferred Amount will be credited to your Bell Mobility account within 1-2 billing cycles.

What happens if my phone is not considered to be in "good working condition"?

• In store: The representative will let you know why your phone is not eligible for return and you'll be required to pay the Device Return Option Deferred Amount as it becomes due on your bill.

• Online: You will receive an email with the final evaluation results and the reasons for not meeting the "good working condition" requirements. You'll be required to pay the Device Return Option Deferred Amount as it becomes due on your bill.

I misplaced the prepaid shipping label for returning my phone. How can I get another one?

• Online: You have two options:

  1. A copy of the prepaid shipping label was sent to the email address that you used to submit your return request. Once you find the email, print and use the shipping label to ship your phone.

OR

1. Log in to MyBell,

2. Go to the Overview or Device page, and select Track my device return request.

3. Once you have logged in, select Print pre-paid shipping label and use it to ship your phone.

Important: if you have recently purchased a new device, please do not use the return shipping label that was included in the box.

Frequently asked questions