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Certified Like-New Replacement

If your current device is under warranty and experiences electrical or mechanical malfunction due to manufacturing defect, you'll receive a Certified Like-New Replacement (a like unit or one of comparable quality). Certified Like-New Replacement devices have been thoroughly inspected and reconditioned to like-new condition. Reconditioned refers to devices that have been thoroughly inspected and reconditioned to manufacturer performance levels, although minor cosmetic blemishes may be present. The devices go through comprehensive testing, including:

  • Visual cosmetic inspection
  • Advanced functional, manual and electronic inspections
  • Latest software and hardware upgrades

Warranty Information

Your Certified Like-New Replacement will carry the remaining warranty period from the prior device, or 90 days, whichever is greater. This doesn't limit or supersede any existing manufacturer warranty and may be considered a "warranty" or "service contract" in certain states. In these states, visit our Device Protection Terms & Conditions page for the Extended Limited Warranty or Service Contract information.

Preparing for Your Device

Here are some things you can do to prepare for your Certified Like-New Replacement device before you return your defective one:

  • Check for damage on your device. If the device you return is found to have been misused, has liquid damage, hardware or software alterations or unreasonable wear and tear, you'll receive a damaged device fee. Learn how to check for damage to avoid a fee.
  • Back up your contacts from your current device. Learn how to back up your contacts.
  • Check your email. You'll receive order and shipment confirmation emails containing tracking and support information.
  • Back up your media (e.g., pictures, videos and, music) from your current device using one of the following options:
    • Verizon Cloud: Visit the Verizon Cloud page to check your device's compatibility, and for information and support.
    • SD (memory) card:

      • A type of removable flash memory card that can be used to store various types of files, such as photos, videos, music and software.

      If your current device uses an SD card, you can copy files from your previous device to your computer by inserting your device's SD card into the SD slot of your computer. Refer to your device's User Guide for help with this.

    • USB cable: Copy files to your computer by connecting your device to your computer with a USB cable. Refer to your device's User Guide for help with this.
  • Register for My Verizon if you haven't already.

    Note: You don't need to re-register for My Verizon when you get a new device.
  • Turn off iMessage® If you're switching from an Apple® device to a non-Apple device (e.g., Android™ or Windows Phone, etc.), you need to turn off iMessage before activating your new phone or you may not receive text messages from individuals who use Apple devices.
  • New Android users - Create a Gmail™ account. If you don't have a Gmail account, you'll need to create one for your new Android device. Create a free Gmail account.
  • New Apple users - Create an Apple account. If you don't have an Apple account, you'll need to create one for your new Apple device. Create a free Apple account through the iTunes website.
  • New Windows® users - Create a Microsoft® account. If you don't have a Microsoft account, you'll need to create one for your new Windows device. Create a free Microsoft account.

Returning Your Defective Device

Return your defective device within 5 days of receiving your replacement, or you'll be charged up to the retail price of your replacement device.

To return your defective device:

  1. Remove all accessories from your defective device, including the battery (if removable), SD memory card (if applicable), 4G LTE SIM card (if applicable), USB cables, etc. If you're not sure how to do these things, refer to your device's User Guide.
  2. If you can access your phone, turn off Find My iPhone (Apple) or Find My Device (Android), if you have it turned on.
  3. Insert the defective device under the film of the cardboard insert found in the shipping box to ensure it's safely returned.
  4. Place the insert, with the defective device under the film, back inside the shipping box.
  5. Seal the shipping box and attach the return label.
    Note: If you need a return label, visit our My Orders page in My Verizon to print one.
  6. Drop off your packaged defective device at the nearest location of the carrier identified on the return shipping label or arrange a pick-up with the carrier.

Notes:

  • If you don't return your defective device within 5 days, or if you return one that has been subjected to neglect, misuse, liquid damage, software or hardware alteration or unreasonable wear and tear, you'll be charged up to the retail price of your replacement phone. Instead, return the replacement device to us in the box in which it came. Visit our How to replace a lost, stolen or broken phone, tablet or other device page to view your device replacement options.
  • Record your return tracking number in case you need it at a later date.
  • Once returned to Verizon Wireless, your device can't be returned to you.

Track Your Shipment

To track the shipment of your device, refer to the Check Order Status page. You'll receive your order number in your order confirmation by email once the order is processed.

Troubleshooting

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