To request a repair for a hardware product purchased from SURFspot, first report the defect to SURFspot. We will assess the report and coordinate the repair with the supplier or manufacturer.
Information to include
- your order number;
- the product name and serial number, if available;
- a clear description of the defect;
- when the issue started and under which circumstances it occurs;
- the solutions you have already tried;
- clear photographs or a short video if the issue is visible.
Request a repair
- Send the information to retouren@surfspot.nl.
- Wait for SURFspot’s assessment and further instructions.
- Only send the product after receiving shipping and packaging instructions.
- Keep the proof of shipment and tracking details until the repair has been completed.
Prepare a device safely
Where possible, back up personal files and remove personal data, accounts, passwords, memory cards and accessories that are not required for inspection. Never send PINs or account passwords by email. Do not perform a factory reset until it is clear that this is required for the repair.
What happens next?
SURFspot will tell you whether more information is needed and how to provide the product. Whether the repair is free depends on the cause of the defect and the applicable guarantee.