topic How long is the processing time on returns? in Member Benefits and My Account

How long is the processing time on returns?

JOCA — Wed, 28 Jan 2026 17:42:04 GMT

How long does it take to process a returned a device bought online?

I shipped the device back to virgin and was delivered to the warehouse 13 calendar days ago and still have not received any emails or messages saying the return has been completed/processed. Everyone I chat/call with tellS me something different every time. How can it take 2 weeks to process a return? I didn't love the device I received and now i'm paying the price for it with my time.

Re: How long is the processing time on returns?

VirginPlusKris — Wed, 28 Jan 2026 18:00:38 GMT

Hi there, @JOCA. Welcome to the Virgin Plus Community, and thanks for your post.

When returning a phone, processing times may vary and delays may occur for different reasons. Not to worry as the second your return is processed, you will receive a confirmation email to let you know.

We have a great support page titled Returns, warranties, and repairs that will shed some light on phone returns.

Let the Community know if you have more questions.

How long is the processing time on returns?

Geoff1 — Wed, 28 Jan 2026 17:44:34 GMT

I wanted to share my experience with returning a phone to Virgin Plus. I signed up for a phone, but I wasn’t happy with it, so I decided to return it. I used Canada Post to send it back to the warehouse. According to the tracking information, the phone was delivered 14 business days ago.

However, I haven’t received any confirmation email from Virgin Plus yet. I was told that I would receive an email once they got the phone. Has anyone else experienced delays like this? How long did it take for you to receive the confirmation? Any advice on how to proceed?

How long is the processing time on returns?

JOCA — Wed, 28 Jan 2026 17:45:41 GMT

I returned the phone via Canada Post on July 22, tacking said it arrived in the 24th July. I just got an email yesterday that the phone was returned and processed. 57 days later. I’m still waiting for my refund which may take another 2 months. Insane!!. Good luck I hope your outcome is different.

my suggestion would be to call customer support and demand to speak to a manager. They are the only ones who know what’s going on.

How long is the processing time on returns?

Genvev — Wed, 28 Jan 2026 17:46:18 GMT

Hi, im having the same issues , did u get a new device and cancel the plan?

Re: How long is the processing time on returns?

VirginPlusAntonie — Thu, 29 Jan 2026 18:37:41 GMT

Hey there @Genvev ,

Welcome to the community and thanks for your post.

We invite you to check out the link in the accepted solution above to learn more about returns, warranties and/or repairs.

Let the community know if you have more questions.

How long is the processing time on returns?

Breyyn — Thu, 09 Apr 2026 17:21:31 GMT

I'm just seeking some feedback on anyone who's returned a device through Canada Post and the processing time it takes. I returned the device as per the online instructions and it was delivered and received by the warehouse 23 days ago. I find it unbelievable that it's taking this long to process a device return when most carriers complete it within 3-5 business days, maximum 14. I've spoken to customer support, had it escalated by a supervisor and the response is "just wait" - It was a new activation and I haven't been able to use the line in the almost 30 days of it being active due to it being eSim and my very old phone not supporting it. Anyone else have the same issue?

Re: How long is the processing time on returns?

VirginPlusAntonie — Fri, 10 Apr 2026 18:46:40 GMT

Hey there @Breyyn ,

Welcome to the community and thanks for your post.

We invite you to check out the link in the accepted solution above to learn more about returns, warranties and/or repairs.

Let the community know if you have more questions.