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Returns, Warranty & Repairs    

 

Returns – 0 to 15 days

We know you'll love being with Lucky Mobile. We back it up with a 15-day guarantee. If you're not 100% happy with your phone or accessory, you can exchange it for a new one or return it for a full refund. Just make sure you have your original sales receipt and make up your mind within 15 calendar days from the activation of your phone or purchase of your accessory.

What you need to know before returning your phone:

  • Your phone must be returned in “near new” condition with the original packaging and accessories.
  • If you purchased a phone from one of our stores, you must return it at the store where you purchased it.
  • Make sure you haven't exceeded 30 minutes of voice usage or 50 MB of data usage, or you won't be able to return your phone.
  • You'll still be responsible for additional usage, any long distance charges and any applicable activation charges. You won't get a refund for any unused Prepaid funds remaining in your account.
  • SIM Cards are not returnable once the packaging has been opened or the SIM Card has been activated.
  • If you exchange your phone within 15 days, and your new phone needs a new SIM Card, you won't be charged for the new card.
  • If you are a person with a disability, your phone may be returned in “near new” condition with the original packaging and accessories within 30 calendar days of the start date and double the corresponding permitted usage set out above.
  • Refunds are made to you the same way you paid. If you bought the phone with your credit card, then the refund will be put onto the same credit card you used to buy it.

What you need to know before returning your accessory:

  • 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. If your accessory was ordered in-store and delivered to you at a later date, it can be returned within 15 days of receiving the accessory.
  • If you purchased an accessory from one of our stores, you must return it at the store where you purchased it.
  • Each accessory must be returned in “like new” condition and in the original packaging with all the components included at purchase.
  • Defective accessories purchased for more than 15 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.

Warranty – 1 to 365 days

If you bought a brand new phone, it's subject to the manufacturer's warranty, which is typically valid for 12 months from the buy date. If your phone is not working due to a manufacturer issue that occurs within 15 days of your buy, you can exchange it for a brand new phone or receive a refund. If it's over 15 days, you can get your phone repaired. Please visit your phone manufacturer’s website for details.

We'll replace a defective SIM Card for free if it's within 1 year of when you bought it. A defective SIM Card won't be replaced if it's been more than 1 year.

If your phone or SIM Card isn’t working properly within 15 days from purchase

Your phone and 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 is covered by the warranty, we will give you a new phone. It'll be the same model as the one you originally bought. Alternatively, you can receive a refund for the phone cost.

If your phone or SIM Card isn’t working properly more than 15 days from purchase

Your phone is subject to the manufacturer’s warranty, which is valid typically for 12 months from the buy date of your phone with your original receipt. Some phones may have a different warranty period. Please review the manufacturer’s warranty provided with your phone or visit manufacturer’s website to understand what protection it offers and the duration of the warranty.

We'll replace a defective SIM Card for free if it's within 1 year of when you bought it. A defective SIM Card won't be replaced if it's been more than 1 year.

Out of warranty – 365 days+ or user induced damage

If you bought your phone over 12 months ago or your phone has user induced damage and / or liquid damage, your phone is no longer covered under the manufacturer's warranty and you'll need to pay for all costs of the repair process. Please contact your phone manufacturer or visit their website for more details.

Alcatel
https://ca.alcatelmobile.com/warranty/
Phone number: 1-855-844-6058
Hours of operation:
Mon to Fri: 8 a.m. to 8 p.m. (all U.S. time zones)
Sat: 8 a.m. to 4 p.m. (CT)

LG
www.lg.com/ca_en/support/repair-service/schedule-repair
Phone number: 1-888-542-2623
Hours of operation:
Mon to Sun: 7 a.m. to 12 a.m. (ET)

Motorola
https://support.motorola.com/ca/en/ContactUs
Phone number: 1-800-461-4575
Hours of operation:
Mon to Fri: 7 a.m. to 10 p.m. (CT)
Sat to Sun: 9 a.m. to 6 p.m. (CT)

Samsung
www.samsung.com/ca/info/contactus/
Phone number: 1-800-726-7864
Hours of operation:
Mon to Sun: 8:30 a.m. to 12 a.m. (ET)

ZTE
www.ztedevices.ca/repairs
Phone number: 1-289-990-6688 (English only)
Hours of operation:
Mon to Fri: 10 a.m. to 6 p.m. (ET)
Sat: 11 a.m. to 4 p.m. (ET)

How to ship lithium batteries

All Lucky Mobile devices use lithium batteries. Depending on the device, you may or may not be able to remove a lithium battery.

In Canada, shipping lithium batteries is subject to Transport Canada's Transportation of Dangerous Goods (TDG) Act. This means that if you need to return a mobile device and/or lithium battery, you'll need to take certain precautions (especially if the battery is damaged).

When you ship lithium batteries, including batteries contained in or packed with devices and equipment, you must meet shipping requirements and declare the package's contents to postal carriers, couriers or transport companies.

Before you ship a lithium battery, you'll need to check if it has been damaged by visually inspecting it using the criteria below:

  • Broken (e.g., damaged or heavily deformed outer casing; melted wires)
  • Crack or rupture of the plastic
  • Leaking or venting (emits abnormal gas smell)
  • Any discoloration
  • Swelling (bulge or bump)
  • Unusual overheating (more than lukewarm even in off mode)
  • Recalled battery
  • Battery is inaccessible (damage to the electronic unit)

If your battery is experiencing one of these issues, please follow the damaged battery shipping instructions below.

Damaged battery

If you have a damaged battery without a device:

  • Please recycle the damaged battery locally at a waste management site. Do not return the damaged battery to Lucky Mobile.

If you have a damaged battery with a device:

  • If you're returning damaged battery with a device give us a call at 1-833-885-8259 and we'll send you a damaged battery shipping kit.
  • When you receive your shipping kit, just follow the included instructions.
  • Attach the included prepaid Purolator return waybill to the shipping box.
  • Fill out the included Shipping Document (Bill of Lading) form. Your shipment won't be accepted by the courier if the declaration form isn’t done.

Information on shipping a damaged battery with a device (PDF)

Non-damaged battery

If you have a non-damaged battery without a device:

  • Use the shipping carton you received from us when you originally ordered your device. Dangerous goods stickers are on the original shipping carton so make sure both stickers are visible. Ship via ground shipping only.
  • If you don't have the original shipping carton, give us a call at 1-833-885-8259 and we'll send you non-damaged battery shipping kit.
  • If you don't have the original manufacturer's packaging, put each battery in a storage bag (e.g., a 2 mm thick resealable ziplock bag) and seal the bag.
  • Don't put more than two batteries in the shipping carton.
  • Make sure each battery is secured inside the shipping box so that the battery doesn't move during transport.
  • Attach the prepaid return waybill to the shipping carton and write "Exempt TDGR SP 34" on the waybill.

If you have a non-damaged battery with a device:

  • Insert the battery into the device and be sure device is powered off.
  • Use the shipping carton you received from us when you originally ordered your device. Dangerous goods stickers are on the original shipping carton so make sure both stickers are visible. Ship via ground shipping only.
  • If you don't have the original shipping carton, give us a call at 1-833-885-8259 and we'll send you non-damaged battery shipping kit.
  • If you don't have the original manufacturer's packaging, put each battery in a storage bag (e.g., a 2 mm thick resealable ziplock bag) and seal the bag.
  • Attach the prepaid return waybill to the shipping carton and write "Exempt TDGR SP 34" on the waybill.

Information on shipping a non-damaged battery with a device (PDF)

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