Return Policy
Verizon added a new section of its Return Policy that applies specifically to accessories purchased through the Accessory Payment Program (APP), a financing arrangement. It states that direct exchanges are not allowed for these items — only returns can be processed — and that getting a different item requires a separate return-then-purchase process.
No direct exchanges for financed (APP) accessories — returns only
If you bought an accessory using Verizon's Accessory Payment Program (APP) financing and want a different item, you can no longer do a simple direct exchange for that specific category of purchase. The new text says you must instead return the item, and the document promises separate steps for getting a replacement, but those steps aren't shown in this diff. This could mean more hassle than a one-step swap, since you now need two transactions (a return and a new purchase) instead of one exchange.
“direct exchanges are not permitted. Because these items are tied to a specific financing agreement, we can only process returns.”
What you can do — If you financed an accessory through the Accessory Payment Program and want to swap it for something else, check the full policy or ask Verizon Customer Service for the exact return-and-repurchase steps before assuming you can do a direct exchange.
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| 21 | 21 | If your smartphone includes a "Safe to Ship" or other similar mode designed to reduce the battery for shipping, turn it on before returning your device to a Verizon store or before shipping. |
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| 23 | 23 | Because the FCC requires that nearly all wireless devices on a carrier's network have GPS capability, Verizon does not allow non-GPS wireless devices to be activated on our network. If you upgrade from a non-GPS capable wireless device to a GPS capable wireless device and then return it within the return period, Verizon will not allow the older non-GPS capable wireless device back on our network. We will, however, allow you to exchange your new wireless device for another GPS capable wireless device that will meet your needs, subject to the restocking fee. |
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| 25 | 25 | If after you purchased your merchandise, you received the merchandise by mail from Verizon or you picked up the merchandise from a Verizon store, you can return/exchange your merchandise through My Verizon, by contacting Verizon Customer Service or by visiting a Verizon store, unless you received with your merchandise different instructions in which case you have to follow those instructions. If you purchased your merchandise in a Verizon store, you can return it to any Verizon store. If you purchased your merchandise from an Authorized Retailer and you did not receive your merchandise by mail from Verizon or you did not pick up your merchandise from a Verizon store, you must return it to or exchange it with that Authorized Retailer in accordance with their return/exchange policy. Please search Return Policy on verizon.com for more details. Returning your merchandise does not automatically terminate your service. You must call Customer Service to cancel service. |
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| 27 | **Return and Exchange process for items purchased through the Accessory Payment Program (APP)** | |
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| 29 | If you purchased your accessory using the Accessory Payment Program (APP), please note that direct exchanges are not permitted. Because these items are tied to a specific financing agreement, we can only process returns. | |
+ ADDEDNew return/exchange rule for Accessory Payment Program (APP) purchases Verizon added a new section explaining that if you bought an accessory through its financing plan (the Accessory Payment Program, or APP), you cannot exchange it directly for a different item. You can only return it, because the item is tied to a specific financing agreement. If you want something different, the document says there is a separate process to return the item and then buy a replacement, but the diff does not show what that process involves. | ||
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| 31 | If you need a different item, here is how to process your return and purchase a replacement: | |