Below you will find instructions on how to return your equipment, whether you’re upgrading or exchanging your hardware, or cancelling your services altogether. Please read the following information carefully and note that all equipment you’re returning to us needs to be in good working order.
Good to know:
- If you’re cancelling your services, you must let Cogeco know by email or phone before returning your equipment. If you haven’t already contacted us about cancelling, please call our Customer Service department before sending your equipment back to us (see Residential or Business contacts).
- For Business customers cancelling services: Some of your equipment may be picked up by the Cogeco technician while completing the disconnection. We will advise you when cancelling if any equipment needs to be returned separately.
- For Quebec customers cancelling services: If we haven’t received your equipment within 21 days of the cancellation, you may incur additional charges. Your contract requires you to return your equipment within this timeframe and if you do not do so Cogeco can, as permitted by Law, claim an additional amount in damages. To avoid unnecessary charges, please return your equipment.
- For Ontario customers cancelling services: If we haven’t received your equipment within 21 days of the cancellation, a charge of between $125 and $400 per piece of equipment will be applied to your account, depending on the cost of the hardware. To avoid unnecessary charges, please return your equipment promptly after you have let us know that you’re cancelling.
Here’s how to make sure your equipment does not get damaged during the journey:
- Pack your equipment and accessories carefully using newspaper (or another packing material) to fill in the empty spaces.
- Seal your box with packing tape.
We offer 2 options for returning your equipment:
Option 1: Print a label from the Canada Post website
In the email received for the return of equipment, click on the link provided and complete the form as described in the steps below.
If you did not receive an email, you can print your free return label from the Canada Post website by following these steps:
- Enter your details in this form:
- Under Item Details, indicate that it weighs less than 30 kg (65 lbs).
- Under Email Notification, check the notifications you wish to receive regarding the return of your equipment.
- Click Continue.
- Double-check your information and click Get Label.
- You can then choose to either print your label directly from the Canada Post website by clicking Print Label, or choose to receive it by email.
- Print your return label, affix it to your box and take your package to a Canada Post outlet. We recommend that you make a note of the Canada Post tracking number for tracking purposes.
Option 2: Go to a Canada Post office with a return code
If you do not have a printer available, go to a Canada Post office with your packed equipment and provide the following return code:
- In Ontario: PR489756
- In Québec: PR341976
We recommend that you make a note of the Canada Post tracking number for tracking purposes.
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