Is your device not working as it should? Register it using our online repair form. It only takes a few minutes, and you can send your device to us free of charge.
Step 1: complete the repair form
Go to the online repair form on our website and enter your details. You will need:
- the IMEI or serial number of your device;
- a description of the problem: what is not working, and since when?
The more clearly you describe the problem, the sooner our technicians will know what to look at. Does the problem only occur occasionally? Make sure you mention that.
Where can I find my IMEI or serial number? Go to Settings > General > About. You can also find the number on the outside of the packaging.
Step 2: prepare your device
Before sending your device, erase it. This allows our technicians to get started 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 the SIM card from the device.
You can read more about this in the article How do I prepare my device for a repair?
Step 3: send your device
After registering your repair, we will send you a shipping label. Pack your device securely, attach the label to the box and take your parcel to a drop-off point for the carrier. Sending it to us costs you nothing.
You do not need to send the accessories. The device alone is sufficient.
Tip: keep your proof of postage until your device has been returned.
Step 4: we get to work
As soon as your device arrives, our technicians will investigate what is wrong. We will let you know what we have found and what we are going to do.
If it turns out that the damage is not covered by the warranty, we will let you know how much a repair will cost. You can then decide whether you want to have it carried out.
You can read more about the turnaround time in the article How long does a repair take?
Not sure whether it needs a repair?
- Your device is broken or not working properly → register a repair.
- Your device works perfectly, but you are not happy with it → use the returns form. You can do this within 14 days of receiving it.
- You only have a question → contact our service desk; perhaps we can resolve it together without you having to send in your device.
Need help?
Our service desk will be happy to help you on weekdays from 08:00 to 17:00 via WhatsApp, chat, telephone and email.