You can report device faults from the My Account page. Complete the steps and, if the issue cannot be solved remotely we’ll arrange a replacement. Please note that a device is faulty and defective when it presents defects in materials or workmanship; devices that have been accidentally or intentionally damaged are not considered faulty and you should not use the faulty device form in that case.
Before returning a faulty device, please remember to (i) remove your SIM card , (ii) back up all data, programs, applications, and content stored on the device, and remove any confidential information. Returned devices will be fully reset and all information stored there will be erased and cannot be recovered. If you return the device with the SIM card still installed (being it a HMD Mobile SIM or another SIM card), we cannot return the SIM card.