Repair


We're sorry to hear you need to have your device repaired or returned, but we're happy to help. The device you're sending will need to be registered. Before you can submit your device for repair or return, please complete the following steps:


Step 1: Remove Apple ID

Due to privacy regulations, the device is completely wiped upon receipt, which is why " Find My iPhone " must be disabled. Learn how to delete your Apple ID here .

Please note: If an Apple ID has not been removed, the device will be returned to the sender without being processed.

Step 2: Backup and delete data

Erase all your data from your device. Make sure to back up that data so you don't lose anything. Once the data is deleted, repairs can be performed more quickly and the repair can be verified. Also, find your IMEI and serial number ; you'll need them later!

Step 3: Fill out the form

Click here for the form

Please note: We recommend you complete the form via Google Chrome, Edge, FireFox.

Step 4: Send the device

After submitting the form above, you will receive shipping instructions within one business day. It's important that you don't include any accessories or a SIM card when requesting repairs. Remove any covers and remove the SIM card, keeping it in a safe place until you receive the product back. If you're returning the product, please include everything (except the SIM card).

Please note: Returns are your own responsibility. Please ensure the packaging is secure and doesn't take up any space. If you're unsure, ask our customer service for a new box to ensure you can ship your Apple product undamaged. A box for an iPhone/iPad/MacBook/other items costs €20, and a box for an iMac costs €30.

Important:

If, upon receipt, we find any damage to the device from a fall, impact, pressure, or moisture, we will not process your repair or return request. We will contact you in this case. You can find the warranty terms and conditions here .


Accessories:

Do you have an accessory to return? Then you don't need to fill out the form above. Please use this form instead.

Frequently Asked Questions:

How long does a repair take?
Of course, you don't want to be without your device for too long. You'll be notified as soon as the repair is complete. We'll do our best to get your repaired device back to you as quickly as possible. The average repair time for a MacBook is 2 to 3 weeks. iPhones and iPads take 1 to 2 weeks.


Do I pay for the shipping costs of a return or repair myself?
 When you register a device for repair, we will provide you with a shipping label.
If you return your purchase within the 14-day cooling-off period, you will be responsible for the costs.

If you wish to send a purchase for a return, exchange or repair, you will pay the shipping costs yourself.
In case of a repair, we will return the product free of charge.


Is a loaner model available during the repair period?

Once you've submitted your product for repair, we'll try to resolve it as quickly as possible. During this period, it's not possible to borrow a model from us.

Are there any costs associated with the repair?
 If your device is defective within warranty, there are no costs for repair.
If your device is damaged by a fall, impact, or water, you will be responsible for the entire repair costs . You will receive a quote for the repair after receiving your device, but before the repair begins. If you agree to these costs, the repair will proceed after payment has been received. If you do not agree, an investigation fee will be charged before we return the device to you. For an iPhone or iPad, this is €50, and for a MacBook or iMac, it is €70.

Why do I need to remove Find My iPhone (FMI) before sending in the device?
For an iPhone or iPad, FMI must be removed before sending the device in. If FMI is still active, we cannot register your device for repair.

I have Harmony insurance, where can I take the device for repair?
 If your device has suffered a fall, impact, or water damage and you have insurance with Harmony, please contact Harmony first. They will let you know how to submit your device for repair.
If your device is defective, but not damaged, you can register your device directly with Leapp.