My Fairphone 2 appears broken upon delivery. What now?

First, let’s troubleshoot:

  1. Check the outer packaging. If it was damaged when you received it, make pictures of this. Notify your carrier immediately -preferably within 24 hours- and let us know too
  2. Charge the battery for an hour, in some cases the battery is empty upon arrival
  3. Take the display module off and put it back on again
  4. Check our other troubleshoot pages to exclude any other issues (see also point 5 below)

All Fairphone 2 devices we deliver to our customers go through an extensive process of quality control checks. Even then it can still happen that you receive a Fairphone 2 which is not functioning well.

In the world of complex tech devices it is unfortunately an inevitable occurrence. There is even an eery name for it: Dead On Arrival (DOA).

When you happen to be so unlucky to have received a DOA-phone: our apologies for the inconvenience.

But do not despair! We have a process in place to make sure that you will get a replacement phone as soon as possible.

  1. Get in touch with our friendly support team so they can guide you through the process
  2. Customer support gives you instructions to send your Fairphone 2 back to our distribution centre in the Netherlands
  3. When we receive your phone we will give it a quick inspection - with priority
  4. If your phone has a manufacturing defect, we will make sure to send you a new Fairphone 2 immediately
  5. If the phone is not functioning because of user induced damage or 30 days have passed since delivery, different rules apply. In this case, you can have your Fairphone 2 sent to our repair centre. Or have it sent back to you after paying a fee for handling & shipping.

Need more help? Contact our support team!