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Returns: How to prepare your device for return shipment

If you want to return your device to Everphone, please follow the steps below in order.

Written by Service

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 Remove accounts

Ensure all data, including apps, profiles, and configuration settings, are completely removed.

First, you must remove all accounts.

  • iOS:
    Remove the device from iCloud and the "Find my iPhone/Where is?" app before sending it back. You can find the instructions here.

  • Android:
    Remove the linked Google account before returning the device. You can find the instructions here.
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1.3 Perform a factory reset

After removing the accounts, reset the device to factory settings.

Note: Devices returned with active accounts may result in additional charges to the company.

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 Generate the return label through Everphone

In most cases, a return label will be enclosed in the parcel containing your new device. If you did not receive one, or are returning a cancelled device, we can generate a new return label for you through the following methods:

  • In the Everphone Portal (provided you have access):
    Navigate to the "Orders/Returns" tab, click on the affected return case and select "Create new return label". Fill out the required information.
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  • Via link provided by Everphone:
    You may also receive a direct link from Everphone to create the label. When doing so, you generally only need to enter your address details (marked with an asterisk (*)). The recipient address is already configured.
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  • From courier directly:
    if you generate your return label from a courier directly, you must inform us of the tracking information you received.
    This can be done via the Everphone Portal inside your open return by selecting 'Update tracking information'.
    You may also contact Everphone Service us via Chat, Email or Phone.

    Note: Failure in sharing this information may delay the processing of your return and incur additional fees.

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 drop-off point of the courier. Devices are typically not picked up.

3.2 Return window

The device must be returned within 14 days of receiving a replacement device or being canceled.

Important: 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.

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