If your package arrives with visible damage or your product does not work as expected, we want to help make it right. 

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. Check the packaging:
   • If the box was damaged when you received it, take clear photos of all visible damage.
   • Contact the shipping company within 24 hours. In some cases, they may refer you back to us.
2. Check the contents of the packaging:
   • If any product appears damaged or is missing, take photos of the items and the inside of the box.
3. Contact our Customer Support team as soon as possible, preferably within 24 hours.

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. Visit our Return Request Portal to troubleshoot and generate a shipping label to return the device to us.
2. Once your phone arrives, our team will inspect it with high priority.
3. If your phone has a manufacturing defect, we will ship you a replacement phone immediately.
4. 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?

First try our self-service portal and then 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.