Excellent question, we know it is important to know the details when returning a device and we want to provide you with the correct information. When we receive the device the equipment must be free of any cracks, chips, dents or missing pieces or chunks. Since this will void the device from being in optimal conditions and will be returned back to you. We have the program details in the following link: https://www.verizonwireless.com/support/upgrade-program-legal/ Paloma_VZW
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