If steps are omitted and devices remain linked to your iCloud, for example, the devices are no longer usable for us, which causes additional expenses. In the worst case, we may even have to charge you for the device. We would very much like to avoid this.
1. Backup your data
Transfer your data to your new device, a computer and/or a cloud.
You can find instructions here:
2. Disconnect account
This step is very important!
iOS:
Be sure to remove the device from iCloud and the "Find my iPhone/Where is?" app before sending it back. You can find the instructions here.
Android:
Be sure to remove the linked Google account before returning the device. You can find the instructions here.
3. Delete data/factory reset
Next, delete your data from the device or reset the device to factory settings.
4. Remove physical cards
Open the card slot and remove your physical SIM card (if any).
If you are using a microSD memory card, please remove it as well.
5. Remove eSIM
If your device uses a phone number with eSIM, please delete it from the device.
Instructions for eSIM deletion (Android/Samsung), may differ for other manufacturers
6. Create a return label (parcel label).
If you have received an exchange unit from us, the package already contains a return label. Otherwise, you will find the option to create a return label in the portal. To do this, call up the returns case in the "Orders & Returns" area.
On the DHL site, please add your address as return address. After that you can create a return label.
Now you have two options:
Print out the return label yourself - please attach it securely and legibly to your package with adhesive tape.
Create a QR code–you can show this on your smartphone in DHL parcel stores, at many DHL packing stations or directly to the DHL delivery person. DHL will then print out the label for you.
7. Packing
Pack the device well padded in a suitable shipping box. If you received a replacement unit from us, you can simply reuse the box and packing material from the replacement unit.
8. Enclose IMEI number/serial number
We must be able to clearly assign the IMEI number or serial number of the device.
(Read more: Where can I find my IMEI number?)
If your device can no longer be switched on, please enclose the original packaging (never the packaging of another device) or a piece of paper with the IMEI/serial number. If necessary, please ask your IT team for the IMEI number.
9. Prepare for shipment
Seal the box and attach the DHL label to the box (tape if necessary). Please remove or tape over any old shipping labels and barcodes if possible.
10. Complete shipping
Hand over the package to DHL. That's it–many thanks for your support!
Tip: Keep the deposit receipt of your package. In case of discrepancies or loss of the package, we can trace the progress of the return without any gaps.