Metro® by T‑Mobile Policies

At Metro, we keep returns simple. If you’re not satisfied with your device, you have 14 days to bring it back. For in-store purchases, that’s 14 days from the date you bought it and activated your new line. For online orders or upgrade orders shipped to you, it’s 14 days from the day it was delivered. Just use the return slip included in your box. If you picked up a T-Mobile 5G Gateway, the same 14-day window applies. When you return a device, it needs to come back with your receipt, in the original box, with all accessories included. It should be in “like new” condition with no damage and no changes or alterations to the hardware or software. In-store purchases have to be returned to the same store, and online purchases must be sent back by mail.

Some items cannot be returned. Accessories bought online are final sale. Prepaid service fees, monthly charges, in-store upgrades, app downloads, add-ons, and other fees are not refundable. Returns cannot be made for warranty issues – if your device has a defect covered by the manufacturer’s warranty, that’s handled through the warranty process, not our return policy.  Device upgrades cannot be returned or refunded either, unless it was an upgrade device shipped to you, though the device may qualify for a limited manufacturer’s warranty. Refunds are issued minus any rebates you received and shipping costs. Certain promotional deals may require you to return all the items you got with your device to stay eligible for the discount.

Bottom line: as long as your device is in good shape and returned within 14 days, we’ve got you covered. Just remember, services, add-ons, in-store upgrades, and online accessory purchases are final sale.

If your payment is dishonored or returned, we may charge you a returned payment fee at the highest amount permissable by law, and we may also generate a draft or electronically debit your account for any fee amount due, all as allowed by law.

Metro is powered by T‑Mobile’s blazing fast nationwide 4G LTE and 5G networks, giving Metro customers the best value in wireless. In order to provide Metro customers the option to get the best value and a fantastic experience, their data is prioritized after data of someT-Mobile and Sprint-branded customers. In the vast majority of times and locations, most customers will experience little, if any, effect from this practice.

To ensure we are providing the best network experience for the highest number of customers on their Metro-banded plans, the vast majority of our plans prioritize the data usage of heavy data users below that of other customers until their next bill cycle. For most Metro branded rate plans, the threshold for being considered a heavy data user is using more than 35GB of data in a billing cycle. This threshold number is periodically evaluated across our rate plans and brands to manage network traffic and deliver a good experience to all customers while offering a range of customer choices. Customers shouldn’t notice a difference due to prioritization in the vast majority of times and places, but may notice reduced speeds in comparison to customers with a higher priority during periods of network congestion. Depending on the extent of network congestion, these customers may notice more frequent impacts to some video streaming, file downloads, and other high-bandwidth activities. And to ensure the best experience on your Metro device, we prioritize Metro device data for most plans (except some of our larger hotspot plans, which are prioritized like tethering) over Smartphone Mobile HotSpot (tethering) data, so customers using Smartphone Mobile HotSpot may temporarily notice reduced tethering speeds during periods of network congestion, too.

Our Data MaximizerTM feature optimizes streaming video for mobile devices to improve customers’ overall network experience. For video that is not self-optimized by the video provider, we adjust the delivery rate for streaming video to up to 2.5Mbps (SD). So go ahead and use your data as you see fit. We are constantly upgrading our network and adding more capacity to let our customers use 4G LTE and 5G data in more places and at faster speeds. For details and options ask your sales representative or visit metrobyt-mobile.com/OpenInternet.

Web Guard is a free, optional feature that restricts access to age-inappropriate websites on your handset for children, teens, and young adults. Please visit metrobyt-mobile.com/shop/services for details. More information can be found on MetrobyT-mobile.com.