1. Secure and delete your data
Before returning your device, you must ensure all your personal data is backed up and securely deleted.
1.1 Backup your data
Transfer your data to a new device, a computer, or cloud storage.
You can find instructions here:
1.2 Perform a factory reset and remove accounts
You must reset your device to factory settings and remove all accounts.
This is crucial for successful processing.
Ensure all data, including apps, profiles, and configuration settings, are completely removed.
For Apple devices see
Resetting Apple devices to factory settings
For Samsung devices see
How do I reset my Samsung device to factory settings?
If your devices is damaged
If the device is defective or damaged (e.g., won't charge or turn on) and you cannot perform the factory reset, please return the device as is. Our team will perform certified data deletion under strict adherence to DSGVO/GDPR regulations.
2. Prepare for return shipment
2.1 Obtain the return label
In most cases, a DHL return label will be enclosed in the parcel containing your new device. If you did not receive one, or are returning a cancelled device, you can generate a new return label through the following methods:
In the portal:
Navigate to the "Orders/Returns" tab, click on the affected return case, and select the button "Create new DHL return label".
Via link:
You may also receive a direct link from Everphone to create the label. When creating the label, you generally only need to enter your address details (marked with an asterisk (*)). The recipient address is already configured.
2.2. Packaging
Securely package the device. If the original shipping box is intact, you may reuse it. Only the device itself needs to be returned; accessories may be kept unless otherwise specified.
3. Complete the return
3.1 Ship the device
Take the packaged device to a DHL drop-off point.
Devices are typically not picked up.
3.2 Provide tracking information
The tracking number (Sendungsnummer) obtained from the label or the DHL office must be submitted to Everphone. This ensures the return case is correctly handled in the system.
3.3 Return window
The device must be returned within 14 days of receiving a replacement device or being canceled.
Keep your shipping receipt safe as proof of dispatch.
Once the device is received and the internal inspection is complete, the return process will be closed. You will typically receive an automated e-mail about the status change.