Visible Return Policy

All merchandise must be in like-new condition and accompanied by the original receipt.

What is Visible Return Policy?

If you wish to return your wireless device, you must do so within 14 days of purchase. Returning your merchandise does not automatically cancel your service. To return your merchandise or cancel your service, you must get in touch with the visible Care team.

You are permitted one exchange. To make the exchange, return the merchandise (including device, charger, battery, instructions, and any other components) in the ORIGINAL box.

If you purchased your phone from visible, please follow the instructions below to process your return:

If you would like to return your phone, log in to your visible account and chat with Care for a pre-paid, pre-addressed return shipping label. Care will send the label to the email address associated with your visible account. Print the return shipping label and place it on the outside of the shipping carton.
Disable the FMI/Kill Switch. This deletes sensitive information from your phone. If you are unsure how to do so, check out www.visible.com/help.
Remove the SIM from your phone.
Pack the like-new merchandise (including phone, charger, battery, instructions, etc.) in the ORIGINAL box and shipping carton.
The order receipt must accompany all returns. To print, log in to your account, access your Order History, select the specific order and print the receipt.

As soon as we receive your complete and like-new merchandise, we’ll issue your refund. Purchases made by credit card will be refunded through a credit to your card (this process may take up to 3 weeks). If you have financed your phone with Affirm, you can follow the same process. After visible finishes processing a refund, Affirm will credit your loan balance for the amount of the refund. See www.affirm.com/faqs for more information.

visible is unable to process claims or provide refunds for lost or missing returns without tracking information, so keep a copy of your shipping label as proof of shipment to make the process easier. If you return your merchandise, even by mistake, after the return period has closed, visible cannot issue a refund and the merchandise you returned will not be sent back to you, so keep that tracking info close!

Devices can be a lot of fun. But what’s not a lot of fun is returning it for any reason. There’s a lot of moving pieces in the process, so this forum is about bringing clarity to it all. And if this post doesn’t answer your question(s), this is the best place to ask. If you’d like to make a return, you can do so within 14 days as long as it has not been damaged. Just contact Care and ask for a return label.

When does the 14-day eligibility for returns/refunds begin?

14 days from the purchased/shipped date. For example, if your phone is shipped on the 1st, then you have until the 14th to contact Care for a return label.

What if I don’t own a printer to print the return label?

Simply print the label out in a UPS store. Save the label to your phone, and you’ll be able to email it to that specific UPS location. They’ll print it for you, and it only costs a little over $1.

What happens if I sent my SIM card back with the device?

Visible is unable to retrieve a SIM card if it was included in the returned device. If this sounds like you, please contact Care to have a replacement SIM sent to you.

How important is it to turn off the Find My iPhone feature when I send my phone?

Incredibly important. Also, if you’re unable to remove Find My iPhone from the device, it will not be eligible for a refund since it can no longer be used.