Reporting Damage

Our Customer Support team will need photographs of the device to assess the damage and arrange a replacement device where required.

How to Photograph Your Device

1. Find good lighting
   Use natural daylight or a well-lit room. Avoid shadows or glare obscuring the device.
2. Place the device on a plain background
   A flat surface with a plain, contrasting colour works best. Avoid cluttered backgrounds.
3. Photograph the front
   Capture the entire front of the device, including the screen or display where applicable.
4. Photograph the back
   Capture the entire rear casing, including any labels or serial numbers.
5. Photograph both sides
   Take clear images of the left and right sides, showing the seams where the casing joins. Ensure any ports and buttons are clearly visible.
6. Take close-up photographs of any damage
   If there are cracks, dents, marks, casing separation, or other visible damage, take clear close-up photographs of the affected area.
7. Photograph the charging lead and plug (if applicable)
   Only provide these photographs if there is damage to the battery, charging port, charging cable, or plug.

When Not to Return a Device

Before returning your device, carefully inspect the casing.

If the casing is cracked, damaged, swollen, or has opened or split at the seam, do not return the device.

These devices contain lithium-ion batteries, which can present a fire or safety risk if damaged. Instead, dispose of the device safely using one of the following methods:

• Take it to a battery recycling point. Many electronics retailers and local authorities provide battery recycling services.
• Give it to your internal IT team, who may have access to an approved electronic waste disposal service.

Do not place a damaged device in general waste or send it back to us through the post.

Once the device has been safely disposed of, please contact our Customer Support team to confirm disposal. We will update your account and record that the device does not need to be returned.

Important: If you notice signs of battery swelling, overheating, smoke, unusual odours, or significant casing damage, stop using the device immediately and arrange safe disposal as soon as possible.

Water Damage

Most of our devices are IP67 rated, meaning they are designed to withstand temporary immersion in water of up to 1 metre for up to 30 minutes. However, water exposure can still affect device performance, particularly if the device has been submerged for an extended period or if the casing has been damaged.

If your device has been submerged in water:

1. Complete a test call to check that the device is functioning correctly.
2. If the test call is unsuccessful, contact our Customer Support team using the chat below.
3. Do not attempt to charge the device if you suspect water has entered the charging port.