Repairs, guarantees and warranties


Warranties and refunds

Start by consulting the ‘troubleshooting’ section of your device’s user guide to see if you can fix the problem yourself. If this isn’t possible, visit one of our points of sale. If a problem is found and is covered by the warranty, we will exchange your mobile phone. You must present a proof of purchase to determine the warranty period.

Service guarantee

If you’re not entirely satisfied with the mobile telephony service, you can cancel your subscription within the thirty (30) days following the activation of the service, 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 device must be in "new" condition with all components, manuals and original packaging. 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. SIM cards removed from packaging or activated cannot be returned. For the device, no exchange can be accepted. No termination fees will be charged.

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

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