Although all Fairphone 2 devices that arrive at our customers go through an extensive process of quality control checks, it still can 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 and there is even an eery name for it: Dead On Arrival (DOA). If 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. Just make sure to get in touch with our friendly support team so they can guide you through the process.
This means you will need to send your Fairphone 2 back to our distribution centre in the Netherlands. Upon receiving your phone we will give it a quick inspection - with priority. If it turns out that indeed your phone has a manufacturing defect, we will make sure to send you a new Fairphone 2 immediately.
If it turns out that the phone is not functioning because of user induced damage different rules apply. If this is the 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.