Help

Programs & Policies

Hardware Warranty

This policy includes the steps for making a hardware warranty claim for Virgin Mobile Contract phones.

Virgin Mobile, in its sole discretion, may repair or replace a wireless handset or other device ("Product") due to manufacturer's defect at no cost to you, within 12 months of purchase. Additionally, some of the Products are subject to the limited warranty of the third-party manufacturer, which is passed through Virgin Mobile to you at no additional charge. Virgin Mobile will comply with all reasonable requirements necessary to facilitate the pass-through of these third-party warranties to you.

If you purchased Product from a retail store or reseller:

  1. and your warranty claim arises within the retail store or reseller's return period, you must return the Product to the retail store or reseller from which you purchased the Product, in accordance with the return policy of the retail store or reseller;
  2. and your warranty claim arises after the retail store or reseller's return period, you must return the Product to us (see steps below).

To return Product to us under warranty:
If you experience a malfunction as a result of a manufacturing defect after the retail store or reseller's return and exchange period but within the first year that you own the device, Virgin Mobile, at its sole option will either exchange your device for a like unit or one of comparable quality at no cost to you, or assist you in sending the device to an authorized repair facility.

  1. Contact Virgin Mobile Customer Support at 1.800.505.3565 and let the Customer Support representative know you want to return a Product under warranty.
  2. The Customer Support representative will determine whether to certify that a defect has occurred and approve a return authorization. If the return is approved, a refurbished replacement device and prepaid shipping label will be shipped to you.
  3. You must return the Product in the original packaging (or equivalent) using the provided shipping label within 15 days of certification.

If you choose to exchange your device, the device you receive may be refurbished equipment. Once you have exchanged your device, Virgin Mobile will not be able to return your original equipment to you. If you have difficulty with the exchanged unit, Virgin Mobile will replace it with another piece of refurbished equipment, subject to availability. The exchanged unit will carry the remaining warranty period from the original device or a total of 90 days, whichever is longer. Beyond the warranty period, Virgin Mobile may assess a fee for equipment that is replaced due to defect.

Devices subjected to neglect, misuse, water damage, wear and tear and the like are not eligible for any return or exchange program. This program does not cover lost or stolen devices. These policies do not limit or supersede any existing manufacturer's warranties.

We will not accept return of equipment without Customer Support Department certification and a shipping label provided by Virgin Mobile. You must follow the above return procedures. Virgin Mobile will only refund fees associated with the defective hardware. You remain responsible for all Service charges. We will not accept return of equipment without Customer Support Department certification and a shipping label provided by Virgin Mobile. You must follow the above return procedures. Virgin Mobile will not provide a refund of fees for hardware under this policy. The customer may only receive a reconditioned device during the warranty period. You remain responsible for all Service charges.

Virgin Mobile reserves the right to revise, amend or modify this policy and our other policies and agreements at any time and in any manner. Any revision, amendment or modification will posted on our website at www.Virgin Mobile.com

RE*Generation Promo