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Return and Repair

At Eastlink, we are working hard to earn your business every day. As a part of our commitment to you, if you are not fully satisfied and decide to cancel your new service or return your purchase within 15 days, you are eligible for a full refund of your product purchase price.  See below for full details on our return, warranty and repair policies.

In order to perform a return, exchange or repair, visit any one of our convenient locations. Please ensure that you bring the product and receipt with you.


Return Policy

We will accept returns of Eastlink Mobile products (devices and accessories), and will issue full refunds for any amounts you have paid toward purchase of the product(s), anytime within 15 days of purchase, or for purchases fulfilled by mail, within 15 days from the date your product arrived at Canada Post for pick-up, subject to the terms described below.

Eastlink will accept the return of a device that was purchased as new no more than once for each device model number that you activate. Eastlink will not process device exchanges that are solely to change the colour and/or memory capacity of the device model that you activate.


Eastlink accept returns of devices that were purchased as new only if you have used your device for:
  1. less than 50% of the voice minutes and Data included in your plan on any mobile device.
  2. If you are a person with a disability, you may use up to 100% of your voice minutes and Data included in your plan (including the bonus 1 GB). You also have up to 30 calendar days from purchase to return your device.

  3. Where Eastlink accepts your device return, you will be refunded the following, if applicable::

  4. Monthly plan and add-on fees
  5. Device or accessory charge(s)
  6. Activation fee (if applicable)
  7. Applicable taxes on the above
You are responsible for payment of any additional charges (such as long distance or roaming charges) that would not be included in your rate plan or services.

SIM cards are non-refundable but must be returned to us and/or destroyed at Eastlink’s request upon your termination of Eastlink Mobile service.

Any monthly billed customers with a positive credit on their account at the time of the return will be issued a cheque by Eastlink within 4–6 weeks.

Eastlink will accept the return of a device that was purchased as new only once for each device model number that you activate.

Notwithstanding the above, we will not accept a return of product(s) or issue any refund if:
  1. I. there is damage caused by anyone other than Eastlink or the manufacturer of the product(s) (including, without limitation, damage due to abnormal use, use in contravention of the Terms of Service or the documentation for the product(s), improper or unauthorized modifications or connections, neglect, accidents, improper installations, water or liquid damage or damage during shipping);
  2. any identifying numbers or labels (including ESN, MEID, IMEI or serial numbers) have been removed or rendered illegible;
  3. you fail to return the product(s) to Eastlink within 15 days of the date of sale or, for purchases fulfilled by mail, within 15 days from the date your product arrived at Canada Post for pick-up; or
  4. you fail to comply with our instructions, including the procedures set forth below..
In order to be eligible for a refund under this return policy:
  1. you must return all equipment, accessories and documents, undamaged and in the same condition you received them, with all original packaging. If any elements such as battery, case, charger, manuals are missing, Eastlink will deduct the cost of that replacement item from the refund amount, or will charge you for the cost of that replacement item in cases where there is no refund owing;
  2. you must provide the original proof of purchase with your return (keep a copy for your records);
  3. if you purchased through an Eastlink corporate store, you can return the product(s) to any Eastlink corporate store;
  4. if you purchased from a Eastlink authorized dealer, you must return the product(s) to the original location of purchase;
  5. if you purchased through an Eastlink partner retailer, you must return the product(s) to one of the partner retailer’s locations; and,
  6. If you purchased online via Eastlink.ca or through Eastlink Customer Care, you can return the product(s) to any Eastlink corporate store or contact Eastlink at 1-888-345-1111 for additional options.


Exchange Policy

When you return your new device, and exchange to a different new or certified refreshed device:

  1. You will be charged the difference for any increase between the purchase price of the returned device and the purchase price of the new device; or
  2. Eastlink will refund the difference for any reduction between the purchase price of the returned device and the purchase price of the new device; and
  3. You may be required to select a new rate plan that is compatible with your new phone.

A certified refreshed device has either been:

  1. returned to Eastlink within 15 days from the purchase date in working order and without physical damage; or
  2. refurbished by the manufacturer back to working order without physical damage.

Eastlink will not process device exchanges that are solely to change the colour and/or memory capacity of the device model that you activate.

 


Warranty Policy

New Devices / SIM Cards / Certified refreshed
 
If the device is within the original equipment manufacturer's warranty period, 0-365 days from purchase, and meets all criteria listed under “Warranty Acceptance” below, Eastlink will send the device for repair under the original equipment manufacturer's warranty on your behalf.  Eastlink does not charge you any fees for an in-warranty repair.  Any damage or malfunction caused by improper use will void the warranty and the customer is responsible for repair or replacement charges. 
 
Accessories:

All accessories come with a 1-year warranty against manufacturing defects.  Eastlink will provide a new accessory of the same make/model when inventory is available.  If no inventory of the same make/model is available an accessory of equal value will be provided.   In either case, the new accessory will come with a new 1-year warranty against manufacturing defects. Any damage or malfunction caused by improper use will void the warranty and the customer is responsible for repair or replacement charges.

Warranty - Supplementary

Once a device is repaired through In-Warranty Repair, the remaining warranty on the device is the greater of:

  1. 90 days from the repair/exchange date; or
  2. the length of time remaining on the existing warranty of the original device/exchange.

Warranty Acceptance

Eastlink will not send a device for repair under the warranty if:

  1. there is damage caused by anyone other than Eastlink or the manufacturer of the product(s) (including, without limitation, damage due to abnormal use, use in contravention of the Terms of Service or the documentation for the product(s), improper or unauthorized modifications or connections, neglect, accidents, improper installations, water or liquid damage or damage during shipping);
  2. any identifying numbers or labels (including ESN, MEID, IMEI or serial numbers) have been removed or rendered illegible;
  3. you fail to comply with our instructions, including the procedures set forth below.

In order to be eligible for the repair process:

  1. you must be considered a customer in good standing, currently active on the Eastlink Mobile network
  2. you must provide the original proof of purchase with your device (keep a copy for your records);
  3. if you purchased through an Eastlink corporate store, you can return the product(s) to any Eastlink corporate store;
  4. if you purchased from a Eastlink authorized dealer, you must return the product(s) to the original location of purchase;
  5. if you purchased through an Eastlink partner retailer, you must return the product(s) to one of the partner retailer’s locations; and,
  6. If you purchased online via Eastlink.ca or through Eastlink Customer Care, you can return the product(s) to any Eastlink corporate store or contact Eastlink at 1-888-345-1111 for additional options.

Dead on Arrival (DOA) Defect Criteria

In order for a device to be classified as Dead-on-Arrival (“DOA”), the device must meet all of the following criteria (collectively, the “DOA Defect Criteria”):

  1. the defect complained of must be covered by the terms set forth in the Original Equipment Manufacturer (OEM) Limited Warranty;
  2. the defect must have occurred within the DOA Return Period (described below) for the OEM after the date of purchase by the original purchaser (“Purchaser”);
  3. Eastlink must have enough time to notify the OEM of the defect within the DOA Return Period from the date of purchase; 
  4. the product must show no signs of customer abuse, liquid damage or gross electromechanical damage;
  5. For RIM, the device must meet RIM’s functional, mechanical and/or electrical specifications for the device;
  6. For RIM, the device was activated and then deactivated from service within thirty (30) days or less from the activation date;
  7. the device was returned for reasons other than buyer’s remorse;
  8. the device (in the original packaging) and all in-box accessories must be returned in new condition;
  9. the defect is not attributable to any provisioning of the device; and
  10. the device must be returned with a copy of the retail proof of purchase which indicates date of purchase and serial number (“SN” or IMEI)

DOA Return Period

Devices have a 15 day DOA period from date of purchase.