If you are outside the buyer's remorse period, then the retail store would process a warranty exchange for you to be completed by mail, same as if you called in to Customer Care to process the exchange. The device would be "new or like new" as supported by or warranty program. In the majority of cases, the device is refurbished. If you are not wanting to take advantage of the warranty program through T-Mobile, or are not eligible, you are also free to contact the manufacturer directly to see what options they have.
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