Not happy with your device after all? No problem. You have a 14-day cooling-off period starting from the moment you receive your order. Returns are free and you can arrange one in just a few steps.
Step 1: register your return
Register your return using the online returns form on our website. You will need your order number for this. You can find it in your order confirmation or on the packing slip in the box.
Register your return within 14 days of receiving it. After that, you will still have some time to actually send the device back.
Step 2: erase your device
Before sending your device, erase it first. This keeps your data safe and allows us to process your return straight away:
- Back up your data.
- Turn off Find My and sign out of iCloud (or your Google and Samsung account).
- Reset your device to its factory settings.
- Remove your SIM card from the device.
Is there still an iCloud, Google or Samsung account on your device? If so, we cannot process your return.
Step 3: pack your order
Return everything complete: the device, the included accessories and the box. We recommend using the original packaging, as it protects your device well during shipping.
You can read more about this in the article What should I include with a return?
Step 4: send your parcel
After registering your return, we will send you a shipping label. Stick it on the box and take your parcel to a drop-off point for the carrier. Returning it will not cost you anything.
Tip: keep your proof of postage until your return has been processed.
Step 5: get your money back
As soon as we have received and checked your return, we will process the refund. You will receive confirmation of this by email. We will refund you using the payment method you used to pay.
You can read more about this in the article When will I get my money back?
Good to know
- Returns are free: you will always receive a shipping label from us.
- Return everything complete: only then will you receive a full refund of the purchase price.
- Always use our returns form: do not simply send your device back without registering it, as we will not be able to link your return to your order.
Is your device broken or do you have a question about your warranty?
Then a return is not the right form. Register your device using the repairs form. You can read more about this in the article How do I register a repair?
Need help?
Our service desk will be happy to help you on working days from 08:00 to 17:00 via WhatsApp, chat, telephone and email.