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. We recommend resetting your phone to factory conditions to ensure your personal data has been erased.
Make sure you haven't exceeded 60 minutes of voice usage or 50 MB of data usage, or you won't be able to return your phone.
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.
You'll still be responsible for usage, long distance charges and applicable activation charges. If you chose to cancel your account, you also 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 activated an eSIM on this device, you can transfer the service to a different device if you want to continue using your Lucky Mobile service.
If you purchased a phone from one of our stores, you must return it at the store where you purchased it.
Device 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.

Manufacturer's limited warranty

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. Quebec customers have additional coverage under the warranty of good working order and the legal warranty for cell phones and tablets from the date of purchase, with the original bill of sale. 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, but within the manufacturer's limited warranty period or Quebec’s good working order warranty, we can get your phone repaired at the manufacturer's cost.

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

All new Luckymobile by Bell phones are covered by the manufacturer's limited warranty from the date of purchase, with the original bill of sale. Quebec customers have additional coverage under the warranty of good working order and the legal warranty for cell phones and tablets from the date of purchase, with the original bill of sale.

For all defects covered by the limited warranty and the Quebec good working order warranty of 3 years, the manufacturer will repair the phone (or at their discretion, exchange for a refurbished unit). If the manufacturer replaces the phone, the replacement phone will carry a warranty period equivalent to the remainder of the original phone's warranty, or will be covered for 90 days from the date of replacement, whichever period is longer.

The manufacturer's limited warranty, the Quebec good working order warranty of 3 years and the Luckymobile by Bell limited warranty do not cover defects or damage caused by:

improper storage
damage from liquids
unauthorized modification
misuse
neglect
abuse
accidents
alteration
improper installation
abnormal operating conditions
events outside of human control, such as natural disasters, for which no one can be held responsible

To make a warranty claim, chat with us.

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 – policy

If your new phone requires a repair that is not covered by the manufacturer’s limited one-year warranty or by the Quebec good working order warranty of 3 years, an out-of-warranty quote will be provided by the repair facility.

If you choose to repair your phone, you will be responsible for all fees. You will receive a 12-month warranty on the completed repair.
If you choose not to repair it, your phone will be returned at no cost.

Repair fees

All Luckymobile by Bell phones are covered by a limited manufacturer's warranty for at least one year from the date of purchase. Quebec customers have additional coverage under the warranty of good working order and the legal warranty for cell phones and tablets from the date of purchase, with the original bill of sale.
If your phone requires a repair that is not covered by the manufacturer’s limited warranty or Quebec’s good working order warranty, an out-of-warranty quote will be provided by the repair facility.
If you choose to continue with the repair, you will be responsible for all repair fees. If you choose not to continue with the repair, your phone will be returned at no cost.

Loaner phone fees

Description	Service fee
Repair loaner fee – In-warranty	Waived
Repair loaner fee – Out-of-warranty	$30
Loaner damaged/lost fee – Phone	$100 to $550
Loaner damaged/lost fee – Accessory (battery or charger)	$25