Verizon Device Exchange: What You Need to Know

Thinking about swapping out your new Verizon device for something else? Maybe the color isn't quite right, or you realize a different model would better suit your needs.

The good news is Verizon offers a return and exchange policy that lets you do just that. However, there are some important details to understand to ensure a smooth exchange and avoid any unexpected costs or complications.

An important starting point: Where did you buy your device?

The exchange rules we'll discuss here primarily apply if you purchased your device directly from Verizon (via their website, customer service phone, or a Verizon-owned corporate store).

If you bought your device from an Authorized Retailer like Best Buy, Target, or an independent "Verizon Wireless" store that isn't corporate, you have to return or exchange the device at that specific location, and their individual return/exchange policy will apply.

Always, always, always...check your receipt!

Now, let's break down Verizon's corporate device exchange process.

The 30-Day Window and the "One Exchange" Rule

Just like with returns, you generally have 30 days from the purchase date to exchange a wireless device or accessory purchased directly from Verizon. This window is important for initiating any swap.

But here's a key point often overlooked for direct Verizon purchases: you're typically allowed to make only one exchange. This means if you exchange a device once, that's generally your limit for that specific purchase. So, choose wisely the second time around!

What to Bring Back: Condition and Required Items

When you're ready to make an exchange, Verizon is very specific about what they expect:

• Like-New Condition: All merchandise, including the device itself, charger, battery, instructions, and any other components, must be in like-new condition. This means no significant scratches, cracks, or damage.
• Original Box and Receipt: You'll need to return the merchandise in its original box and it must be accompanied by the original receipt. Don't throw anything away prematurely!
• Missing Items/Damage Fees: Verizon can decline your exchange or charge you a fee if items are missing or if they determine the merchandise is damaged or requires service.

Restocking Fees and Shipping: What Will It All Cost?

Exchanging a device isn't always free when dealing directly with Verizon:

• Restocking Fee: A restocking fee of $50 (plus any applicable taxes) generally applies to any exchange of a wireless device (Hawaii is typically excluded from this fee).
• Shipping Charges: If Verizon sends you exchange merchandise by mail, shipping charges may apply.

What Happens to Trade-Ins and Promos?

This is where many customers get surprised, so pay close attention, especially with direct Verizon purchases:

Trade-In Value Charge-Back

If you received promotional value from a device trade-in or instant savings toward your new device, and you then exchange that new device, Verizon may charge back that promotional Trade-in value. This means the benefit you received for your trade-in will be reversed.

Buy One, Get One" (BOGO) Offers

If your original device was part of a 'Buy One, Get One' (BOGO) or a similar deal and you decide to exchange it for a different phone or model, that promotional offer might get canceled.

If that happens, you could see a charge for the original promotional benefit on your next bill. However, if you're just swapping a BOGO device for the exact same make and model, you usually only need to return the item you're exchanging.

As always, it's smart to double-check the specific terms of your promotional offer!

Don't Forget Your Data: SIM Cards & More

Before you hand over your device for exchange, don't forget about your personal data:

• Transfer All Data: Transfer all data you wish to retain to another file source. Once the device is returned, your data cannot be recovered.
• Remove SIM/SD Cards: Always retain or destroy any removable memory cards or modules (like a SIM Card or SD Card). This is crucial for protecting sensitive information, such as mobile banking details.

What About GPS-Capable Devices?

If you upgraded from an older phone without GPS to a new GPS-capable one through Verizon, and then decide to return that new device, Verizon won't let your old non-GPS phone back on their network.

You can, however, swap your new GPS-capable device for a different GPS-capable one that works better for you, though the standard restocking fee will still apply.

Don't Forget to Cancel Service (If Applicable)

Remember, returning your merchandise does not automatically terminate your service. If you want to end your service with Verizon, you must contact Customer Service to cancel it. Otherwise, you'll continue to be billed for service on that line.

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