Repair


We're sorry you have to repair or return your device, but we're happy to help. The device you send must be registered. Before you can offer your device for repair or return, you must complete the steps below:


Step 1: Disable "Find My" function

Due to privacy regulations, the device will be completely wiped upon receipt, which is also why "Find My iPhone" must be disabled. Read here how to disable your Find My function.

Please note: If the Find My function is not disabled, the device will be returned to the sender without being processed.

 

Step 2: Create a backup and delete data

Delete all your data from your device. Make sure you create a backup of that data so you don't lose anything. Once the data is deleted, repairs can be done faster and checked if the repair was successful. Also, find your IMEI and serial number, you will need them shortly!

 

Step 3: Fill out the form

Click here for the form

Please note: We recommend filling out the form using Google Chrome, Edge, or Firefox.

 

Step 4: Send the device

After submitting the form above, you will receive shipping instructions within 1 working day. It is important for a repair that you do not send any accessories or SIM card. Remove cases from the device and remove the SIM card and keep them safe until you have the product back. If it is a return, please send everything along (except the SIM card).

Please note: Returns are your own responsibility. Therefore, ensure good packaging where the product has no room to move and is tightly packed. If you are unsure, you can ask our customer service for a new box so you can send your Apple product without damage with complete certainty. A box for an iPhone/iPad/MacBook/other is €20, and a box for an iMac is €30.

 

Important: 

If drop, impact, pressure, or moisture damage is found on the device upon receipt, we will not process the repair or return request. In this case, we will contact you. The warranty conditions can be found here.

 


Accessories:

Do you have an accessory to return? Then you do not need to fill out the form above. Use this form instead.

 

 

 

Frequently asked questions:

 

How long does a repair take?
Of course, you don't want to miss your device for too long. As soon as the repair is ready, you will receive a notification. We do our best to send your device back to you as quickly as possible. The average repair time for a MacBook is 2 to 3 weeks. The repair time for iPhones and iPads is 1 to 2 weeks.


Do I pay the shipping costs for a return or repair?
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, the costs are for your own account.

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

 
Is a loaner device available during the repair period?

When you have offered your product for repair, we try to solve it for you as quickly as possible. During that period, it is not possible to borrow a device from us. 

 

Are there costs associated with the repair?
If your device is defective within the warranty period, there are no costs for the repair.
If the device has fall, impact, or moisture damage, the entire repair costs are for you. You will then receive a price quote after receiving the device, but prior to the repair, with the costs to repair the device. If you agree to these costs, the repair will continue after payment. If you do not agree, investigation costs will be charged before we return the device to you. For an iPhone or iPad, that is EUR 50,-; for a MacBook or iMac, it is EUR 70,-.

 

Why do I first need to disable "Find My" function / Find my iPhone (FMI) before sending the device?
For an iPhone or iPad, FMI must be disabled before you send the device. If FMI is still active, we cannot register your device for repair.

 

I have Harmony insurance, where can I offer the device for repair?
Has your device sustained fall, impact, or moisture damage and you have insured the device with Harmony? Please contact Harmony first. They will let you know how you can offer your device for repair.
If your device is defective, but it has no damage, you can register your device directly with leapp.