How to handle physical or liquid damage on your Fairphone device – Support (Europe)

If your Fairphone device was dropped or exposed to liquid, taking swift action can prevent permanent hardware damage. This guide outlines immediate recovery steps and helps you decide between self-repair and official repair options.

Physical and liquid damage are classified as user damage and are not covered under the manufacturer warranty. Physical impact or liquid ingress can cause internal short circuits, component oxidation, or structural damage to the battery and display.

Support teams cannot assess liquid or impact damage remotely. Because the impact of drops and water exposure can be hidden and unpredictable, we cannot advise you over chat or email on which specific spare parts you should buy.

Immediate steps to prevent damage

If your device was exposed to liquid

Power off immediately: Do not plug the phone into a charger or computer.
Avoid heat or force: Do not blow into ports, shake the device, charge, or use hairdryers; extreme heat can cause severe internal damage.
Wipe surface liquid: Use a dry, lint-free cloth. Remove detachable parts (back cover, battery, SIM card, and tray) and wipe each separately.
Dry completely: Position the device upright with the USB-C port facing down in a dry area. Allow minor surface exposure to dry for at least two to three hours. For internal liquid exposure, allow it to dry untouched for two to three days before powering on.

If your device was dropped or impacted

Check for safety hazards: Inspect the display for shattered glass. Remove the back cover: if the battery is swollen, bent, or emitting an unusual smell, do not turn on or charge the device, as this is a fire hazard.
Back up data immediately: If the screen functions, immediately sync or export your data. Impacted hardware can fail completely hours or days after a drop.
Test core functions: Verify touch response, cameras, speakers, and charging capability.

Choosing between self-repair and official repair

A severe drop or liquid spill often impacts more than one internal component. Replacing a single visibly broken spare part (like a cracked display) might not solve the root issue. We strongly recommend having a professional assess the full scope of the damage first.

Option A: Self-repair with spare parts

If you have identified the damaged part and no important core issues exist, replacement spare parts can be ordered directly from our online shop.

Available phone spare parts: Display, battery, back cover, USB-C port / SIM tray, loudspeaker, earpiece / top unit, and cameras.
Available audio spare parts: Fairbuds / Fairbuds XL batteries, ear cushions, charging case cores, replacement earbuds, and headband components.

When replacing the left speaker on the Fairbuds XL, write down the original serial number printed on the original speaker prior to replacement for future warranty validation.

Option B: Send for repair

Certain components are integrated into the core motherboard and cannot be fixed through self-repair. You must send your phone to our Repair Center if you experience any of the following issues:

Microphone failures (integrated into the motherboard)
Loss of Bluetooth, Wi-Fi, GPS, or cellular network connectivity
Sensor failures (fingerprint reader, gyroscope, light, or proximity sensors)
Physical volume or power button damage
Damaged internal SIM or MicroSD card reader pins

How to submit your device to the Repair Center

Navigate to the Fairphone Repair Center online portal.
Select your device model and choose My issue is not listed.
State the incident details clearly in the description field (for example, "Dropped on concrete" or "Spilled coffee") along with all observed symptoms.
Review potential out-of-warranty service costs.

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.