The TELUS Return Equipment policy guidelines outline how to return anything to TELUS after purchase.
There are several situations when you may be required to return equipment to TELUS.
You must be aware of your obligations as a customer when it comes to returning products.
You have to Return TELUS equipment when it comes to the end of its service. Such products are taken by the brand for safe recycling. You are also allowed to return all equipment that has defects to TELUS. The company provides details on how all these products can be returned.
This article looks at the products to be returned, how to return them, and the reasons to return them. Keep on reading to find out more.
Reasons for Returning TELUS Equipment
There are many reasons why you may want to return a product to TELUS. In the returning TELUS equipment guideline, there are three key situations.
The situations when you have to return equipment to TELUS are:
- When Upgrading
- To Claim Warranty
- For Recycling
TELUS Return Equipment for Recycling
One of the situations where you have to return TELUS equipment is for recycling.
From time to time, TELUS renders old equipment obsolete. If the equipment you are using is termed absolute, you are required to return it.
For instance, as of now, TELUS declared all Old Media Boxes unsupported for TV. In such a situation, a customer using the box has to return to TELUS.
If equipment is declared obsolete, you have a responsibility to do the following.
- Package equipment for returning to TELUS
- Deliver the Equipment to any Canada Post mailing outlet
Note: IF you are returning an electronic device, make sure all the necessary adapters and remotes are also attached.
Guidelines For Returning Your Equipment to TELUS
- You must include a copy of your bill with your account number on the package being returned.
- If you fail to return the equipment, you may be charged a replacement fee. However, this does not apply in all cases.
- Any fees relating to unreturned products will be directly charged to your account.
- Any equipment that is fixed in a secure place by the TELUS team in your home is to be left. Only return the equipment if it is labelled as a returned product.
Return Equipment for Warranty
The second reason why you may want to return a product to TELUS is if the product requires a warranty.
If you find that a product has a defect within the warranty period, return it to TELUS.
The TELUS team promises to either offer a full refund or a replacement for any defects.
Optik TV, LivingWell Companion, and Internet Returns
For Optik TV, LivingWell companion, and Internet equipment, returns must be made within the warranty period.
For most of these products, the warranty is 3 years unless specified. If your device becomes faulty within the warranty period, take it to TELUS for improvement.
If a product breaks due to your personal fault, you will not be refunded.
You will only be refunded if the breakage of your device is not caused by your fault.
If this is the case, TELUS will replace your device with a similar one.
However, if the device is upgraded during the repair process, you may be charged extra upgrading charges.
Note: You will be responsible for any damages caused to your equipment due to fire, theft, abuse or loss.
SmartHome Security Returns
If you are using the SmartHome security provided by TELUS, you should expect to enjoy their warranty.
If the equipment becomes faulty during the time of your contract agreement, it will be restored or repaired at no extra cost.
If you have a broken device whether a wearable, a smart home device or a TV device from TELUS, you are allowed to return it to TELUS.
However, returning a product for a warranty does not guarantee that you will be refunded. For some products, you may be required to purchase a new one.
In order to receive your warranty from TELUS, every product should contain the following details.
- Proof of purchase documents such as the original receipt
- The product must be well packaged with all accessories at the time of return
- The returns should be attached with the original billing account number and address
Returning Products for Upgrade
There are a few situations that may necessitate returning a product for upgrades. One such situation is when the brand is upgrading its devices.
If TELUS chooses to roll out upgrades, all users of all old devices may be required to return the old device for an upgrade.
The second situation may be if you choose to upgrade your equipment to a better one.
This is a personal decision. In such cases, you have to pay extra charges for the upgrade.
Note: If you recently moved or cancelled your subscription with TELUS, you may also have to return the device to TELUS.
In some cases, returning these products to TELUS is not mandatory. All you have to do is return the products to help with keeping the environment clean.
How to Return TELUS Equipment
Now that we are clear about the types of equipment you have to return to the company, the question is how.
How do you return all the necessary equipment to TELUS? Here are the steps to returning any equipment to TELUS.
Step #1 Pack in Appropriate Size Box
The first step should be packing your device in the appropriate size box. In some situations, the TELUS team will send you an appropriate packaging box.
In other cases, you will be required to find the right box yourself.
What to include in your TELUS returns package:
- The first page of your most recent bill
- Alternatively, write the information on the bill on a piece of paper and attach it
- The information includes your first and last name and the account number
- Your latest address
Note: It is also advisable to include the phone number associated with your account.
Step #2 Send to Canada Post
Once you have packaged your parcel in a good size box, send it to Canada Post for posting.
If you received the packaging box from TELUS, the stamp will be already paid.
If you are sending a product for a warranty, chances are that you may have to pay for the stamp duty.
To send your equipment vial post do the following:
- Visit the nearest Canada Post office and let the representative know that you are returning TELUS equipment
- Canada Post will provide you with a prepaid waybill with a TELUS address
- You will not be charged for sending the package back to TELUS
Note: If you do not want to undertake these steps, you may generate and download the waybill from the Canada Post website.
With that, you will have sent the equipment back to TELUS. You can keep track of your equipment by taking photos and keeping them until it is confirmed to be received.
You will not be required to provide a TELUS address when sending the equipment.
As long as you deliver the package and inform the attendants to send it to TELUS, you are okay.
However, in case you may want to use it, here is the TELUS postal address.
Address for shipping TELUS equipment
TELUS Communications Corp PO BOX 22300 LCD 24 Richmond, BC, V6X 0J1
If you are looking for the address and process to return anything to TELUS, the steps above are enough.
The TELUS return equipment policies allow you to return any equipment under the three conditions.
You can return a product to get an upgrade, to receive a warranty or if the device has come to the end of its life.
If you are in these categories, visit the post office and return the product.
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Kevin has over five years of experience working in various Tech startups and providing Technical solutions. He has contributed to many Tech publications and websites.