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For Xfinity internet, TV, and voice equipment, start at the Xfinity Digital Return Center. You can usually return rented equipment at an Xfinity Store or ship it with a prepaid UPS label. Xfinity Mobile phones follow a separate process through your Mobile account and use FedEx. Returning equipment does not cancel residential service, and deadlines depend on whether you are disconnecting service or replacing a device.
First, identify what you’re returning
“Xfinity returns” is not one universal policy. The right destination, carrier, deadline, and refund rules depend on the item and why it is being returned:
- Residential internet, TV, or voice equipment: rented gateways and modems, TV boxes, remotes, and other account-assigned equipment. Use an Xfinity Store or the Digital Return Center’s prepaid UPS option.
- Old equipment after an upgrade or replacement: return the specific device Xfinity identified; the replacement guidance gives a different deadline from the disconnection agreement.
- Xfinity Mobile phones: initiate an eligible return or exchange through the Xfinity Mobile account. Xfinity supplies a FedEx label.
- Mobile accessories, tablets, or smartwatches: these may need Xfinity Assistant or the store where an accessory was purchased rather than the standard online phone-return flow.
- Service cancellation or a refund: cancel service separately from returning hardware. Satisfaction guarantees and final-bill credits are separate from equipment-return rules.
If the item is a trade-in or warranty exchange, follow the instructions for that transaction rather than assuming it is a refund-eligible return.
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How to return Xfinity internet or TV equipment
Go to the Digital Return Center to identify equipment and arrange a mailed return. Xfinity says you can still use the center after disconnecting service if you have your Xfinity ID and password. Its full instructions are in How to return your Xfinity equipment.
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Option 1: Return it at an Xfinity Store
- Find a location with the Xfinity Store locator. Check its details before travelling; hours and appointment availability vary.
- Take the equipment to a representative and hand it to them. Do not leave it unattended or in an unverified drop box.
- Get a receipt and keep it. Xfinity says a store return is removed from your account immediately, but the receipt is your proof of handoff.
A store is often the least complicated option if one is convenient: you do not need to pack or ship the device, and you leave with a record of the return.
Option 2: Ship it with Xfinity’s prepaid UPS label
- Sign in to the Digital Return Center and select the device you are returning.
- Verify the serial number before submitting. If you have several TV boxes, use the center’s identification feature where available to confirm which box is requested.
- Select the return reason and choose the UPS shipping option. Print the supplied label or use one included with a recent Xfinity shipment if the instructions say it applies.
- Pack the device securely in its original box or a suitable cardboard box, using padding to protect it. Put the label on the outside.
- Drop the package at an accepted UPS location or arrange pickup if available. Keep the UPS acceptance receipt and tracking number.
Xfinity says to allow up to two weeks for a mailed return to appear on your account. That is processing guidance, not a reason to discard your carrier proof. Store drop-off is recorded immediately according to Xfinity’s instructions; mailed returns can take longer to be matched and processed.
What goes in the box?
For standard residential equipment returns, Xfinity’s instructions call for the device, its remote where applicable, and its power cord. HDMI, Ethernet, and other cable wires do not need to be returned under those instructions. Follow the item-specific directions shown in the return center if they differ. These residential rules do not apply to Mobile devices, which may require their original accessories and packaging.
Before packing, photograph the device’s serial number and the equipment together. If shipping, also photograph the packed box and label, and save a screenshot or confirmation of the return request. These records do not guarantee a dispute outcome, but they help establish which device you sent and when.
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Returning equipment after canceling Xfinity
Returning a modem or TV box does not cancel internet, TV, voice, or other residential service. Submit a separate cancellation or transfer request, then return Xfinity-owned equipment. Xfinity’s cancellation guidance says the final bill can include prorated service charges, equipment charges, applicable early-termination fees, and remaining balances on certain equipment installment plans.
Which return deadline applies?
Do not assume every Xfinity return has a 30-day window. The deadline depends on the situation:
- After disconnection: the April 2026 sample Xfinity Residential Services Agreement says Xfinity equipment must be returned to a local service center or designated agent within 10 days after services are disconnected, subject to applicable law. It authorizes an unreturned-equipment fee if equipment is not returned.
- After certain equipment replacements: Xfinity’s replacement FAQ says to return the old device within 30 days to avoid an unreturned-equipment charge.
- Mobile phone or accessory: separate Mobile return windows apply; see below.
The agreement and replacement FAQ address different circumstances, not one universal deadline. Check your cancellation confirmation, replacement notice, account, and applicable service agreement, and use the earliest deadline that applies to your situation. No single unreturned-equipment fee amount is stated here because it can depend on the equipment and account.
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Final bill and credit balance
Returning equipment does not erase other charges on the final bill. Xfinity says it will attempt to refund a credit balance to the last payment method on file approximately four to six weeks after disconnection and equipment return. Check the final bill and payment method if you are expecting a credit.
Returning equipment during an upgrade or replacement
When Xfinity sends a replacement modem or TV box, it says the old equipment can generally be returned at an Xfinity Store, mailed with a prepaid label, or handed to a technician during installation where that option is offered. The replacement FAQ gives a 30-day return window for the old device to avoid an unreturned-equipment charge.
Return the device identified in the notice, not simply whichever box is easiest to reach. Xfinity may identify a TV box by serial number in a letter, email, text, or bill message; the Digital Return Center may also help identify a box. Photograph the serial number before it leaves your home.
Before swapping TV equipment, consider recordings: Xfinity says cloud recordings transfer for X1 TV boxes, but recordings on certain other box types may not. Check the replacement instructions for your specific box before disconnecting it.
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If you receive an end-of-life or unsupported-equipment notice, do not assume the old device is yours to discard. Xfinity says unsupported equipment should be returned at a store or through UPS using a prepaid label, or recycled through an appropriate local electronics-recycling program. If you own your modem, do not send it back as Xfinity property; use Xfinity’s device-information tools to distinguish customer-owned equipment from rented equipment.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How to return an Xfinity Mobile phone
Mobile returns are separate from residential equipment returns: the phone workflow uses the Xfinity Mobile account and FedEx, not the residential UPS label. Xfinity’s Mobile return and exchange instructions state that phones are generally returnable or exchangeable within 14 days of delivery or in-store purchase. A replacement or early-upgrade device may qualify only for an exchange, not a standard return.
- Sign in at Xfinity Mobile.
- Open Devices, select the phone, and choose Exchange or Return if the option is available within the return window.
- Follow the prompts. Only Primary and Manager Xfinity ID users can create a return order, according to Xfinity.
- Wait for the processing email and FedEx label email. If you do not have a printer, Xfinity says you may bring the sealed package and QR code to FedEx for label printing.
- Drop it at a FedEx Office promptly. Xfinity recommends doing so within seven days of starting the request so it receives the device within 20 days of the request. Keep the FedEx receipt and tracking information.
Most returned or exchanged devices have a $35 restocking fee; accessories do not. Xfinity says some warranty-exchange situations may be exempt. The fee and refund result depend on the transaction and the device’s condition.
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Prepare the phone before shipping
- Back up any data you need, then erase the device and remove personal accounts as directed.
- For an iPhone, disable Find My iPhone and Stolen Device Protection before returning it.
- Return the phone in like-new condition with the original items required for your device, which may include the box, SIM card, battery, charger, manual, and stylus if supplied.
- Confirm that the phone being shipped matches the device in the return request.
Xfinity warns that a device received after 20 days or a device that does not match the return request may not qualify for a refund; it may not be sent back, and damage or restocking fees may apply. Depending on condition, Xfinity may also cancel the remaining device-payment-plan balance. Do not simply refuse delivery if you want to return a phone; Xfinity says that can delay the return or exchange.
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If you want to keep your phone number while returning the handset, contact Xfinity within the 14-day window and provide the IMEI of another compatible phone. Xfinity warns that not following this process may result in losing the number.
Mobile accessories, tablets, and smartwatches
The standard online phone-return flow may not handle smartwatches, tablets, or accessories. Xfinity says to contact Xfinity Assistant for a return label for these items. Accessories bought at an Xfinity Store should be returned to that same store. Accessories generally have a 30-day return period; check the instructions for the item and purchase before sending it.
Service satisfaction guarantees are not equipment-return policies
Xfinity advertises a 30-day money-back guarantee for certain residential services, including TV, Internet, Pro Protection, and Voice. It is not an unconditional refund of every account charge: eligibility can depend on the service and the change made, and a prior promotion or package may no longer be available. See the Xfinity Customer Commitment for the applicable terms.
Xfinity Mobile advertises a separate 14-day satisfaction period for eligible service and devices. Certain service charges, taxes, data usage, international long distance, and roaming charges may be treated under its guarantee. Check the Mobile satisfaction-guarantee terms; do not assume a device return alone automatically reverses all charges.
If Xfinity says it never received your return
If a returned item still appears on your account or an equipment charge appears on a bill, work from the evidence you retained:
- Check the carrier record. For a mailed residential return, look up UPS tracking and confirm delivery or acceptance scans. For a Mobile return, check FedEx tracking.
- Allow the stated processing time. Xfinity says a mailed residential return can take up to two weeks to show on the account. A store return should be reflected immediately, so use the receipt to report a missing update.
- Verify the device identity. Compare the serial number in your photo with the return request or account record. This is especially important if you had more than one box or gateway.
- Contact Xfinity with documentation. Provide the return confirmation, serial number, store receipt or carrier acceptance receipt, and tracking number. Ask for written confirmation that the device has been checked in and any related equipment charge removed or credited.
- Keep the case record. Save dates, contact details, case numbers, and any written response. If the charge remains, follow up with the same documentation and refer to the applicable bill or return record.
For Mobile, also retain the return authorization and FedEx label confirmation. Timing, condition, and matching the specific device to the request can affect the result.
Quick Recap
Quick checklist before you hand off or ship equipment
- Confirm the item is Xfinity-owned or rented, not customer-owned.
- Identify whether this is a cancellation, replacement, Mobile return, exchange, trade-in, or warranty claim.
- Check the applicable deadline and destination in your notice, account, or service terms.
- Photograph the serial number and the complete item before packing.
- Include the required device, power cord, and remote for residential equipment; follow Mobile-specific original-item requirements for phones.
- Keep a store receipt or carrier acceptance receipt and tracking number.
- Check the account after the relevant processing period and contest any charge with your records.
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