You are entitled a cool-off right; that is, the right to cancel your purchase within fourteen (14) days from the day the product(s) was delivered to you, without explanation and without penalty.

We will make sure to refund you no later than fourteen (14) days from the date you have informed us about your decision, provided that we have received your product(s). We will reimburse on the value of the returned product(s). We will carry out the reimbursement using the same means of payment as you used for the initial transaction.

What we need you to do for cool-off return:

To initiate this return, please contact our customer support.

Our customer support will provide you on how to return your product(s) back to us.

Upon receipt, examination of your product(s) will take place, resulting in a value grading. Bear in mind that if the phone has been damaged (cosmetic damages) or if it is not working (functional damages) due to improper handling, you will be held liable for the diminished value of the phone. In this case, we will refund you the value of your product(s) less the value of the damage, according to the grading described above.

Upon returning the product(s), please make sure of the following:

1. Follow the procedures provided by our customer support accordingly;
2. Ensure that the returned shipment is complete, in proper working condition, and with no sign of user-induced damage;
3. Package the returned product(s) either in its original packaging or packaging providing an equal degree of protection in order to ensure that the product(s) is protected during shipment.

1.   In case of dead on arrival (DOA)

Your product(s) may be considered dead on arrival (DOA) if it shows symptoms of a hardware failure preventing basic operability, and that such cannot be solved with the general troubleshooting within 30 days of the delivery.

What we need you to do for DOA return:

If you believe that your Fairphone product(s) is DOA, please contact our customer support.

We will determine whether your Fairphone is DOA by communicating (troubleshooting) with you through the available support channels. If we have confirmed that your product(s) is DOA, we will contact you with the procedure for returning the DOA product(s).

Upon receipt, we will investigate the product(s) and may, depending on our assessment, replace the Fairphone product(s).

Upon returning the DOA product(s), please make sure of the following:

1. Follow the procedures provided by our customer support accordingly;
2. Ensure that the returned shipment is complete;
3. Package the returned product(s) either in its original packaging or packaging providing an equal degree of protection in order to ensure that the product(s) is protected during shipment.

2.   In case of repair

As a consumer, you will always have the legal rights in relation to product(s) that are defective or not in conformity to the terms of sales. Please carefully read our Fairphone Warranty Statement to find these rights. These legal rights, including those in this document will not affect the rights and remedies conferred to you by national consumer protection laws.

In accordance to our Warranty Statement, there are two kinds of repairs: (i) in-warranty and (ii) out of warranty repairs.

(i) In-Warranty repair

In-warranty repair shall be provided to you in the case your product(s) showing signs of defect within the period of two years after your purchase.

If the defect arises and a valid claim through a diagnosis run by Fairphone is confirmed within the warranty period, Fairphone will either (i) repair the product(s) at no charge (that being said, we may use new or refurbished replacement parts) or (ii) replace the product(s) with a new or refurbished product(s).

(ii) Out of warranty repair

If the defect arises and we find out that through diagnosis that the such defect is caused by improper handling, Fairphone will offer you the choice to have your product(s) repaired by our repair centre. If you agree to it, our service rates and shipment fees will apply.

You may also decide not to have your product(s) repaired by our repair centre, however, please keep in mind that you still need to cover the diagnosis and the shipment fees.

To have your Fairphone product(s) repaired, please check whether you are eligible for Fairphone warranty claim.

What we need you to do for repair returns:

If you believe that your Fairphone product(s) needs a repair, please contact our customer support.

To obtain a repair, you must deliver the product(s), either in its original packaging or packaging providing an equal degree of protection, using the procedures specified by Fairphone. In accordance with applicable law, Fairphone may require that you furnish proof of purchase details and explanation regarding the defect before running the diagnosis.

It is your responsibility to backup any data and software you may have stored or preserved on the product(s). Fairphone will not be liable for any missing data and other information caused by operational failure or defect. We advise you to regularly backup your data.

To comply with Data Protection laws, Fairphone flashes your returned Product(s) upon receipt to remove any remaining personal data (e.g. pictures and third party apps) and we destroy any SIM and SD cards remaining in the Product(s). Therefore, we cannot retrieve or return this data to you once we have processed your return. For more information, please check here.

Fairphone currently sells and delivers product(s) only to customers located in: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Holy See (Vatican City State), Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

If you are located outside these countries and would like to return it, you will have to ship it, taking care of the costs, to an address located in one of the aforementioned countries. Then, the parcel can be picked up there. Please contact our customer support to get more details about this process.

Returning the product(s) back to you: If you are located outside the countries mentioned above, you need to provide us an address in one of them where we can ship the product(s) back to you. From this address you are responsible to arrange shipment to your current location yourself.

For In-Warranty services, any charges associated with returning the Product(s) to you, in excess of the shipment fees, will be refunded by Fairphone once we receive a copy of your proof of payment. Therefore, these charges will have to be paid by you first, before we refund these charges to you.

Updated on December 11, 2017