Visible Returns and Refunds


Ready your Visible device for a return:

What you should know BEFORE returning your device (or accessories):

You’ll have 14 days from the day the phone is purchased to return it. In addition, all phones purchased on the Visible website include a warranty from the original device manufacturer.

ConnAI (our helpful chatbot) will assist in processing your return/refund!

 

 Here’s How:

Step Action
1 Log into your Visible Account
2 Select the chat box icon in the upper right-hand corner of the app (or lower right corner if you are doing this from the Visible Help Center website, but you’ll have to log-in first!)
3 Next, type return my device in the chat box
  • This phrase will generate a pre-paid, pre-addressed return shipping label
4 ConnAI, our virtual assistant, will send the label to the email address associated with your Visible account
5 Print the return shipping label and place it on the outside of the shipping carton


If you still need help with your return, chat back into ConnAI and she’ll help you with additional questions you may have, even connect you with an agent.
 

Returns

Before sending your phone back to Visible, perform these steps to wipe/reset the device:

 

For iPhones:

Step Action
1 Turn off Find my iPhone feature: Go to Settings > iCloud > Find My iPhone > Turn Off
2 Master reset the phone using the following steps:
  1. Connect the phone to Wi-Fi or data network for changes to take place
  2. Tap Settings>General, scroll to the bottom
  3. Select Reset
  4. Select Erase All Content and Settings
  5. Enter the phone unlock PIN (if present)
  6. Tap Erase iPhone
  7. Tap Erase iPhone again to confirm the Reset
  8. Enter the Apple ID password
  9. Tap Erase

 

Note: For Apple devices, you’ll have to turn off Find My iPhone and do a master reset before returning the iPhone.

 

For Samsung Galaxy:

Step Action
1 Go to and open Settings
2 Tap General Management
3 Swipe to and tap Reset
4 Select Factory data reset–make sure you review the information on the screen
5 Swipe to then click Reset
You might need to enter your current password, personal PIN, or pattern for security
6 You will be required to enter your Samsung accounts password if you have added a Samsung account to the phone
7 Your phone should now be reset. When you turn the phone on, the step-up screen should show.


For All Androids:

Step Action
1 Before resetting your phone:
  • Logout and remove of all your Google accounts on the device (if you do not remove your accounts, the device will “lock-in” your account, even after the factory reset)
  • Connect the phone to Wi-Fi or data network for changes to take place
2 Next, factory reset your phone (All Android Phones):
  • From the Home screen, swipe up to access the apps screen
  • Tap Settings
  • Next, select General management
  • Tap Reset
  • Review the information provided, then tap RESET SETTINGS. You may need to enter your current password, personal PIN, or pattern for security
3 Confirm the reset by reviewing the information presented to you, then tap RESET SETTINGS

 

Note:
  • Performing the above steps will reset all system settings (i.e. ringtones, sound settings, display settings, etc.) to their original state.

 

Refunds:

If you financed your phone with Affirm, you can follow the same return process. After Visible finishes processing a refund, Affirm will credit your loan balance for the amount of the refund.

Keep an eye on your email, you will receive notifications as your package moves towards our warehouse.

Once your device has been received by our warehouse, you can expect to see your refund or loan cancellation within 14 business days.

Have more specific questions about refunds, returns, and exchanges? Take a look at Visible’s Protect Plans and Pricing Help Center page.

 

If you need assistance, feel free to reach out to the Care team through the Visible app or chat online.

 

Last Updated date: Aug 16, 2024