Returning an Order
Here, you'll find all information related to returns and how they work. This information only applies to purchases made in our webshop. If you bought a Fairphone device from a reseller, please contact them to receive further help.
Can I return my order?
You can change your mind within 14 days of delivery and receive a refund for the purchase price and delivery costs of your order. This is true for all items, including gift cards, unless they are somehow personalized. For example, if a Gift Card has been shared with and used by the Gift Card recipient, it's not eligible for return anymore.
Don't worry if you've opened the box and turned on the device. This is part of the expected inspection of your new purchase. Even if you used the product fro a few days to test it out, you can still get full refund. If there is damage on the item or packaging when you return it, there might be a reduction in the refund.
We'll provide you with shipping labels to return the order so you don't need to pay for the shipping costs of return.
If you received free promotional items with your order, you need to include them in your return to get a full refund.
What is the process to return my product?
- Contact our Customer Support team as soon as possible who will help you get started with the return. Our Support Agent will send you detailed instructions via email.
- Prepare your product(s) for return. If you want to return a smartphone, remove the SIM card(s), external memory storage (SD-card), create a back-up of any data stored on the device, delete any personal data, disable any security passwords and remove any removable accessories (such as protective case, screen protector).
- Follow the instructions sent by email from our support agent to pack the product(s). Ideally you use the original packaging that you received your products in. Print the return label and attach it to the package.
- Drop it off at the nearest UPS Access Point. Once we receive the items in good condition, we'll issue your refund.
What if I want to return, but my product is older than 14 days?
The right to change your mind is only eligible for 14 days from the day you receive your order. However, if you're unhappy with your purchase, we might still be able to help!
If you're experiencing any issues with the functionality of your device or accessory, contact our Customer Support and we'll assist you further.
If you find your device lacking or not just exactly to taste, visit our community forum and check if another user was in the same situation as you. Maybe you don't like how the Home Screen looks? You'll find multiple recommendations for 3rd party launchers that work well on our devices. You want to try a different camera app? Need recommendation for navigation app or an SD card? Other Fairphone community members may be able to help you out with some tips.
Of course, whatever the case, you can always contact our Customer Support.
Where can I find more details?
You can find more details about your right to return a purchase in our returns policy here. Although it's a legal document, we've done our best to word it in an accessible way and if you have any further questions, our Customer Support will be happy to help you out.
If after reading the article you need more help, contact our Customer Support.