IMAGINE WIRELESS

Return Policy

Privacy Policy and Terms of Use

Products and services purchased through Imagine Wireless websites are subject to the following return and exchange policy. Products purchased from Imagine Wireless must be returned to Imagine Wireless, and cannot be returned at any other location.

Return Criteria

• The final return date for your products is 15 days from the date your contract began (not from date of phone delivery or first use).
• This includes shipping timelines, which can be minimum 2-3 business days.
• Please refer to your order confirmation for your contract start date.
• Any returning packages must be dropped off to the Purolator shipment location and picked up by Purolator a minimum of 3 business days prior to your return date in order to receive it back within the return policy timeframe.

Confirming return or exchange eligibility

• Contact us right away to validate your return/exchange eligibility. Find contact information on your portal or email confirmations.
• Ensure the product meets the return criteria stated above.
• If eligible, ship the product back to us within 3 days of contacting us.
• Some items are not refundable, including:
  • SIM cards and eSIMs
  • Shipping fees
  • External and Internal Batteries
  • Bluetooth Headphones
  • Hands-Free Mono Headsets
  • Headphones
  • Health & Wellness Accessories (iHealth)
  • Memory Wearables (Smartwatches, Gear, Fitbit, VR)

Is there any fee for returning?

Shipping fees:

• A return shipping waybill is a charge of $20 + tax. 
• If you are doing an exchange for a new product, shipping will be a charge of $40+tax. 
• Shipping fees are non-refundable.

Re-stocking fees:

• Products will be subject to up to 25% restocking fees if deemed unsellable upon receiving it back, or requiring replacement.
• Damages would make a device or product unreturnable or subject up to a 25% restocking fee. This includes breaks, any scratching, scuffing, etc.
• Used or opened accessories may be subject to restocking fees, or deemed unreturnable.
• We would confirm any restocking fees before charging to you.

Shipping your product back to us

1. Make sure you’ve done a master reset on the device and removed any device-specific locks using these helpful links:
   • Apple Find my iPhone lock
     • More info on how to unlock your iPhone here.
   • Android Google Account lock
2. Place the device and any included accessories and manuals into the original or comparable box, including bubble wrap or newspaper to protect the contents.
3. Affix to the outside of the package the Return shipping label provided to you by Imagine Wireless.
4. Record the tracking number from the Return shipping label. You can track your package at www.purolator.com.
5. Drop off the package at the nearest Purolator depot or drop box. Visit www.purolator.com for locations nearest you or call Purolator at 1 888 SHIP-123 (1 888 744-7123).

After you’ve shipped your item back to us

If your return or exchange was successful, it will be processed and your charges adjusted within 4 weeks of the device being received.

If your return or exchange was not successful, the device will be returned to you and account adjustments will not be applied.

Note: This could happen if the device you returned:

• Is damaged
• Is not covered under the manufacturer’s warranty
• Has a hardware lock that Rogers could not remove

In these cases, you will be charged applicable device charges (plus applicable taxes), and the device you sent us will be returned to you.

If you recently activated a new Rogers account, you will still receive a first bill from Rogers as this is generated in the system as of the very first day of activation, regardless if any services were used.

The cancellation will be processed once the products are returned back, and then you would receive a final bill reflecting any credits or appropriate charges.

Please note that some Rogers fees are non refundable, including the plan costs on the dates the service was active, overage charges, roam like home charges used while the service was active. You are responsible for any portion of services that may have been used on the account during its active dates.

Exchanging a defective device

Ensure the device meets the return criteria stated above.

Contact us within 15 days of your contract start date to validate your defective device.

Defective items must be validated by our team prior to return.

Note: If you’re past the exchange period, you will require additional support. Contact Rogers Support to discuss your options.

1. If your iPhone is connected to a charger, disconnect it. This speeds up the process.
2. Open Settings > General > Transfer or Reset iPhone > Prepare to Ship.
3. Select Repair, Trade-in, or Return
4. Follow the on-screen instructions, including choosing if you want to erase your iPhone and sign out of your Apple Account. If you’re returning or trading in your iPhone, you must remove Activation Lock.

Please ensure that all content and settings have been erased and Prepare to Ship has been enabled. If the Prepare to Ship steps were unsuccessful or you don’t see “Your iPhone is ready to ship,” contact Imagine Wireless for instructions. Don’t ship your device without further instructions.