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 by one or more of your equipment in the 30 days following your purchase, Videotron commits to give you a refund!**

*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 following the purchase date. 

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)  Having used less than 50% (or 100% if you are an individual with a disability) of calling time and data included in your Mobile plan or Mobile Internet plan. If your subscribed-to monthly plan includes unlimited usage, condition [1] will not apply to the unlimited option

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.

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

Because Videotron does not manufacture its equipment, the only guarantees provided on such equipment are those of the manufacturer. If your phone is defective during the manufacturer's warranty period, visit one of our points of sale (with the exception of iPhone devices for which you must go to an Apple Store). 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.

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