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Warranty and repair policy

Please visit our iPhone warranty page if you are looking for warranty details on Koodo iPhones.

If you’re having problems with your phone or a feature isn’t working, the first thing you should do is check out your phone's user guide for help. If you can’t find the answer, look at our Help section to troubleshoot, or visit a Koodo store to help you repair or replace your phone while it’s under warranty.

The chart below should help you figure out what service you need and what it’ll cost. Keep in mind it’s your responsibility to record and erase all of your info (e.g. texts, images, ringtones, contacts, etc.) from any phone you return to us. Loaner phones, and any other phones you return, may be used by other customers. Koodo is not responsible for any personal info left on a phone and will not guarantee that personal info left on a phone will be erased.

All Koodo phones come with a 1-year Manufacturer’s Warranty*, except our Certified Pre-Owned Phones. Koodo Certified Pre-Owned Phones purchased after April 5, 2013, come with a 6-month limited warranty for iPhone and a 1-year limited warranty for all other phones.

General

Type of repair What to do Applicable charges

Warranty mobile phone repair (15 days or less after purchase)

Return your defective Koodo phone, free of damage and in its original condition, with proof of purchase. If you bought your phone at a Koodo store, you can return it to any Koodo location. If you purchased your phone at a retail location, you must return it to the original purchase location.

If you bought your phone from koodomobile.com, please contact us and ask for a Return Mailer. We’ll immediately send you a prepaid envelope so that you can return your phone to us, without any cost to you.

None

Warranty mobile phone repair (More than 15 days after purchase)

Go to a Koodo store with your phone and proof of purchase. If your phone is sent out for repairs, you have the option of using a loaner phone (if available) until you get yours back.

If you can’t make it to a Koodo store, contact us and request a Return Mailer, or request a Delayed Mailer if you live 25km away from your nearest Koodo store.

iPhone Problems?
If you’re having problems with your iPhone, please contact Koodo first. If your iPhone is deemed defective and is within warranty, you’ll be put in contact with Apple for repair service.

Return Mailer:

We’ll send you a prepaid Return mailer so you can send us back your phone. Upon return and inspection of your phone, we’ll send you a replacement phone, provided the warranty has not been voided.

Note:

If your phone has the following damage, or any physical damage, it won’t be covered under warranty, and will be returned to you without an exchange: Liquid or heat damage, dents, or cracks on the handset body or screen, cracked or bleeding LCD display, damaged keyboard or keys, damaged headset or charging posts, multiple scratches or heavy scratching on the display or touch areas.

A note on accessories: 

Remove all accessories (including the battery, back cover and charger) and keep these items with you. If you do send them in, we’re not responsible for returning them to you. Provided the warranty hasn’t expired, there’s no charge for the repair if the defect is covered under the Manufacturer’s Warranty.

A loaner phone is potentially available while your phone is being fixed. Please visit a Koodo store for more details. (Excludes iPhone)

There’s no charge for a Return Mailer.

You’ll be responsible for transferring all personal content (images, ringtones, contacts, etc.) over to your replacement phone if you choose the Return Mailer. (Excludes iPhone)

Out-of-warranty phone repair (Expired warranty and/or issues not covered by the Manufacturer’s Warranty)

Go to a Koodo store with your phone and proof of purchase.

iPhone is out-of-warranty?

Contact Apple support for out-of-warranty assistance.

Our store will send your phone for repair and will let you know approximately how much your repair will cost.
Warranty accessory repair

If you bought an accessory at a Koodo store and it’s defective, you’ll need to return to a store with the accessory and your proof of purchase. If there’s no visible sign of misuse, we’ll replace the accessory.

Koodo only covers accessories purchased at a Koodo store.

Provided the warranty hasn’t expired, there’s no charge for a replacement if the defect is covered under the Manufacturer’s Warranty.
Extended Warranty manufacturer defect repair (within 12 months or less after purchase of extended warranty)

Return your defective Koodo phone with your proof of purchase to a Koodo store.

Note:

You'll still be covered for any out-of-warranty incidents under your Extended Warranty within the first 12 months.

None

You can find a copy of the Manufacturer’s Warranty in your mobile phone’s box.

Not covered by the Manufacturer’s Warranty:

Water damage

When mobile phones get wet, they have little chance of surviving, and are not covered by warranty.

Common causes for moisture damage include:

  • Being dropped in water or on a wet car floor
  • Spilling liquid on the phone
  • Rain, fog or mist droplets
  • Leaving the phone on moist surfaces like countertops
  • Body perspiration, which can cause the main circuit board to rust
  • Water condensation caused by leaving the phone in the bathroom while taking a shower, or by leaving the phone in a vehicle overnight

It's good to know

  • Problems caused by moisture may not occur immediately
  • Often corrosion will appear on the phone charging port
  • Our Koodo Service reps can only check for external moisture damage.  We ship your phone to the manufacturers’ authorized service centre, where certified technicians Centre can open your phone to check for internal damage.

Physical damage

If your mobile phone is damaged due to neglect or abuse, it won’t be covered by the Manufacturer’s Warranty.

Some examples or physical damage include:

  • Broken LCD screen
  • Broken flip
  • Damage to housing
  • Broken charging port
  • Warped internal components
  • Bent / cracked main board

Just so you know

  • You can damage your phone by carrying it in a pocket, especially with other items such as keys
  • Damage can occur when a phone is repeatedly knocked by items in a purse, knapsack or briefcase

Find out about warranties and repairs on Koodo prepaid.

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