How to handle a damaged package or faulty product

  • Region: North America
  • Updated 

If your package arrives with visible damage or your product does not work as expected, we want to help make it right. Please read this guide to inspect your delivery and get a replacement as soon as possible.

What to do if your package shows visible damage

If you notice that the shipping box is damp, repackaged, has footprints on it, or shows deep dents, you can refuse the delivery. The package will return to our warehouse, and we will ship you a new order.

If you already accepted the delivery, please follow these steps:

  1. Take photos of:
    • The shipping label with tracking number clearly visible.
    • The top, bottom, and all sides of the shipping box.
    • The packaging material inside the box (e.g. bubble wrap, bagged air, etc.)
    • The damaged product inside the box, including how it was placed with the packaging material when you opened the package.
  2. Contact the shipping carrier within 24 hours.
    • In some cases, they may refer you back to us.
  3. Contact our customer support team as soon as possible

Keep all the damaged packaging. Our shipping carrier may collect this from you to assist in any investigations.

How to rule out common shipping-related issues

Sometimes a phone might seem damaged during transport when it simply needs a quick adjustment. Please try these troubleshooting steps to see if the issue is easily resolved:

  1. Charge the battery: Connect your phone to a charger for more than one hour. Sometimes the battery is completely empty when your phone arrives.
  2. Check for separate shipments: Due to shipping regulations, batteries are sometimes sent separately from the rest of your order.
  3. Check our other guides: Browse our other troubleshooting pages to rule out other issues.

How to replace a faulty product or spare part

All Fairphone products go through extensive quality control checks. However, it can still happen that you receive a phone or accessory that does not function well. If you receive a faulty product, we are very sorry for the inconvenience and will help you get a working replacement quickly.

If the issue is with a spare part or accessory, please contact our customer support team.

If you received a faulty phone, we have a process in place to get you a replacement phone as soon as possible:

  1. Contact our customer support team as soon as possible and within 30 days of your delivery.
  2. Our team will provide shipping instructions and a UPS shipping label to return your Fairphone to our repair center.
  3. Once your phone arrives, our team will inspect it with high priority.
  4. If your phone has a manufacturing defect, we will ship you a replacement phone immediately.
  5. If the phone does not function due to user-induced damage, or if more than 30 days have passed since delivery, different rules apply.

Still need help?

If you still require assistance, reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.