Mobile service guarantee

Guarantees and refunds

Service guarantee


Videotron works hard to ensure your total satisfaction.

We feel so strongly about the exceptional quality of our products and

services that we are pleased to offer you a Satisfaction Program on our equipment*. If you are not entirely satisfied with one or more of your

services within 30 days of activation, Videotron will refund your money!**

*Certain conditions apply

**The amount to be reimbursed which will appear on your invoice will

represent the monthly fees, the equipment (if applicable) and the activation

fees. Administration fees as well as, if applicable, accessories replacement

fees - as described below - shall be deducted from the amount reimbursed.

Usage fees (e.g. long-distance charges, illico On Demand movie rental charges, charges for extra Internet usage, etc.) will be excluded from the reimbursement.

To claim a refund under the 30-day warranty, customers must call Customer Service within 30 days of activation.

For mobile service, please note that the equipment must be returned prior to,

at the first of the following eventualities:

1) Within 30 days of activation; or
2) Within a maximum of, for usage, 30 minutes of use*** for mobile phones

or 100 Megs of consumption *** for 4G tablets and for the high speed internet

key, whichever occurs first.

Subject to change without prior notice.

The equipment must be in "new" condition with all components, manuals

and original packaging. The battery is considered as essential part of the

mobile equipment. The battery is considered as essential part of the mobile equipment. In order to benefit from the 30-day guarantee, any gift or bonus offered with the purchase must also be returned in like-new condition. 

Administration fees of 17$ will be applied for each accessory missing from

the original casket, excluding the equipment documentation. Applicable taxes not included.

However, if the customer can replace the missing accessory by an identical accessory of the same value, functionalities, power and brand, and such replacement accessory is accepted by Videotron, the 17$ fee will not be

charged to the customer.

All refunds will be credited on the customer’s invoice.

Proof of purchase required.


*** As measured by Videotron's systems.


Manufacturer’s guarantee

As Videotron does not manufacture its own equipment, the only warranties it offers are those of the manufacturers.


If your phone is defective during the manufacturer's warranty period, visit one of our points of sale. The manufacturer's warranty is valid for one year on mobile devices.


A proof of purchase is required to benefit from the satisfaction guarantee or the manufacturer's warranty.


If your warranty is expired or if damages are not covered by the warranty, you must visit a Videotron point of sale.

Please note that:
Defects and damages caused by improper storage, contact with liquid or humidity, physical damage, unauthorized modifications, misuse, neglect, abuse, misapplications, accidents, improper installation, abnormal operating conditions, or acts of God are not covered by the warranty.

Has this article answered your questions?

Need help? Contact Technical Support
Services for the
hearing impaired (TTY)
From your Videotron mobile phone, dial 611.


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