Here you'll find everything you need to know about our return process. 

Please note that this information applies only to purchases made directly through our online shop. If you bought your Fairphone from a reseller, please contact them directly for assistance.  

Can I return my order?

Yes. You can change your mind within 14 days of delivery and receive a refund for the purchase price and delivery costs.

• Eligibility: This applies to all items, including gift cards (unless they have already been shared and used).

• Testing the product: Don’t worry if you’ve opened the box or turned on the device. You can even use the product for a few days to test it out and still receive a full refund.

• Condition: If there is damage to the item or packaging upon return, there may be a reduction in the refund amount.

• Promotional Items: If you received free promotional items, these must be included in your return to receive a full refund.

How do I return my order? 

If you have changed your mind about your purchase, you can easily register your return within your 14-day cool-off period through our Self-Service Return Portal.

To log in, you will need to provide:

• Your order number
• The email address associated with the order
• The surname used for the order

Steps to return your order:

1. Select your items: Follow the steps in the portal. You can choose to return your entire order or select only specific items.
2. Prepare your product(s) for return. 
   If you are returning a Fairphone:
   • remove the SIM card(s) and any external memory storage, like SD cards
   • 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).
3. Ship your item(s): Once the request is processed, you will receive a prepaid shipping label. Print the label, package your item(s) securely, and leave the package at a UPS Access Point.
4. Inspection and refund: Once our repair center receives and inspects the item(s), we will issue a refund to your original payment method.

Note: In certain cases, further processing from one of our support agents will be required to finalize your request. If this applies to your return, a support ticket will be created and our Customer Service team will guide you through the next steps. As long as your ticket is created within 14 days of delivery, you are eligible for a return, even if you receive your shipping label after the 14 days have passed.

Where can I find out details about your return policy?

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. 

If you have any further questions, our Customer Support is happy to help.