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Visible Return Policy

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


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


  1. If you would like to return your phone, login to your Visible account and simply type ‘return my device’ in the chat box to generate a pre-paid, pre-addressed return shipping label. Connai, our virtual assistant, 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.       

  3. Disable the Find My iPhone/security features and delete any sensitive information from your phone. If you are unsure how to do so, check out

  5. If your phone has a physical SIM card please remove it from your phone.

  7. Pack the like-new merchandise (including phone, charger, battery, instructions, etc.) in the ORIGINAL box and shipping carton.

  9. The order receipt must accompany all returns. To print, login 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 for more information.


Visible is unable to process claims or provide refunds for lost or missing returns. Please keep a copy of your shipping label as proof of shipment to make the process easier. If you return your merchandise after the return period has closed, Visible cannot issue a refund and the merchandise cannot be sent back to you.


© 2023 Visible Service LLC. All rights reserved.

Updated: Mar 20, 2023