We will accept returns of Eastlink mobile phones and accessories purchased as new for a full refund of the amount you have paid for the device and/or accessories within 15 days of purchase, or within 30 days of purchase for customers with accessibility needs. If your items were shipped, the return timeframe begins on the date your order arrived at Canada Post for pick-up. 

If you would like to return your new phone or accessory, the following terms and conditions apply. Terms and conditions regarding returning your device are also outlined in your service agreement.

1. We are only able to accept returns of a new phone one time for each device model number that you activate. We are not able to process exchanges just to change the colour and/or memory capacity.

2. We are only able to accept returns of new phones if you have used less than 50% of the voice minutes and data included in your plan. If you’re a person with accessibility needs, you can use up to 100% of your voice minutes and data included in your plan.

3. You are responsible to pay any additional charges, like long distance or roaming charges, that are not included in your mobile plan or services.

4. Once your Eastlink Mobile service has been cancelled, you must destroy your SIM card.

5. If you’re a monthly billed customer with a positive credit on your account when you return your phone and cancel your services, we’ll issue you a cheque within 4–6 weeks.

6. Notwithstanding the above, we are not able to accept a return or issue a refund if:

• There is damage caused by anyone other than Eastlink or the manufacturer of the product(s) (including, but not limited to, damage caused by abnormal use, use in contravention of the Terms of Service, Service Agreement, or the documentation for the product(s), improper or unauthorized modifications or connections, neglect, accidents, improper installations, water or liquid damage, or damage during shipping).

  • Any identifying numbers or labels (including ESN, MEID, IMEI or serial numbers) have been removed or are illegible.

  • You don’t return the product(s) within 15 days of purchase or within 15 days from the date your product arrived at Canada Post for pick-up if your order was shipped.

  • You fail to comply with our instructions, including the ones below.

To be eligible for a refund under this return policy:

1. You must return all equipment, accessories and documents, undamaged and in the same condition you received them, with all original packaging. If anything is missing, like the battery, case, charger or manuals, we will deduct the cost of replacing the item from the refund amount, or will charge you for the cost of replacing the item if there is no refund owing.

2. You must provide the original proof of purchase with your return.

3. If you purchased from an Eastlink retail store, you can return the product(s) to any Eastlink store.

4. If you purchased from Eastlink.ca or Eastlink Customer Care, you can return the product(s) to any Eastlink retail store. For additional options, contact us at 1-888-345-1111.

If we accept your return, you’ll be refunded the following, if applicable:

• Monthly plan and add-on fees

  • Phone or accessory charge(s)

  • Connection fee

  • Any applicable taxes on the above

If you would like to return your new phone and exchange it for a different phone, the following terms and conditions apply:

1. We are not able to process exchanges just to change the colour and/or memory capacity.
2. You will be charged the difference if the purchase price of the new phone is more than the purchase price of the phone you’re returning.
3. We will refund you the difference if the purchase price of the new phone is less than the purchase price of the phone you’re returning.
4. You may need to change your mobile plan if isn’t compatible with your new phone.

Our warranty policy includes the following conditions.

New & certified refreshed phones and SIM cards:
If your phone is within the original equipment manufacturer's warranty period, 0-365 days from purchase, and meets all criteria listed under “Warranty Acceptance” below, contact the manufacturer to open an in-warranty repair claim. Eastlink does not charge you any fees for an in-warranty repair. Any damage or malfunction caused by improper use will void the warranty and you’ll be responsible for repair or replacement charges.

Accessories:
All accessories come with a 1-year warranty against manufacturing defects. We will provide a new accessory of the same make and model if inventory is available. If no inventory of the same make and model is available, we will give you an accessory of equal value. In either case, the new accessory will come with a new 1-year warranty against manufacturing defects. Any damage or malfunction caused by improper use will void the warranty and you will be responsible for repair or replacement charges.

Supplementary warranty:
When a phone is repaired through in-warranty repair, the remaining warranty on the phone is the greater of:

1. 90 days from the date of your repair or exchange; or

2. The length of time remaining on the existing warranty of the original phone or exchange.

Warranty acceptance:
We are not able to send a phone for repair under the warranty if:

1. There is damage caused by anyone other than Eastlink or the manufacturer of the product(s) (including, but not limited to, damage caused by abnormal use, use in contravention of the Terms of Service, Service Agreement, or the documentation for the product(s), improper or unauthorized modifications or connections, neglect, accidents, improper installations, water or liquid damage, or damage during shipping).

2. Any identifying numbers or labels (including ESN, MEID, IMEI or serial numbers) have been removed or are illegible.

3. You fail to comply with our instructions, including the ones below.

To be eligible for the repair process:

1. You must be a customer in good standing and currently active on the Eastlink Mobile network.

2. You must provide the original proof of purchase with your return.

3. If you purchased from an Eastlink retail store, you can return the product(s) to any Eastlink store.

4. If you purchased from Eastlink.ca or Eastlink Customer Care, you can return the product(s) to any Eastlink retail store. For additional options, contact us at 1-888-345-1111.

Dead on arrival (DOA) defect criteria

For a phone to be considered as dead on arrival (DOA), it must meet all of the following conditions:

1. The defect must be covered by the terms of the Original Equipment Manufacturer (OEM) Limited Warranty.

2. The defect must have happened within the OEM’s DOA Return Period (15 days from the date of purchase by the original purchaser)

3. Eastlink must have enough time to notify the OEM of the defect within the DOA Return Period from the date of purchase.

4. The product must show no signs of customer abuse, liquid damage or gross electromechanical damage.

5. The phone was returned for reasons other than buyer’s remorse.

6. The phone and all in-box accessories must be returned in new condition and in the original packaging.

7. The defect is not attributable to any provisioning of the phone.

8. The phone must be returned with a copy of the proof of purchase that includes the date of purchase and serial number (“SN” or IMEI).

Dead on arrival return period:
Devices have a 15-day DOA period from the date of purchase.