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repair-or-replacement

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Repair or replacement

We know that sending your Product in for repair or replacement can be inconvenient. So to provide you with some reassurance, we've answered some common questions.

Whilst most solutions can be found in our help center, if you need to have your Product repaired, we will do our best to have it back to you within a matter of days.

Where is the online repair service available?

Our online repair services are offered across the European Union, US, India, United Arab Emirates, Saudi Arabia and Indonesia.

What Products are supported?

All Nokia smartphones and a small number of (smart) feature phones are repaired through this service.

Is there a cost to send my Product for repair?

If your Product is in warranty, there are no shipping costs when sending it in. You may be responsible for shipping costs if your Product is out of warranty.

How long does it take for my Product to be repaired?

Whilst repair times vary by country, we aim to have repaired Products returned within 10 days of collection.

My phone is no longer under warranty. Can I still send it in for repair?

Yes, if your phone is no longer covered by our Manufacturer’s Limited Warranty, we will provide you with a quote during the booking process (for India, United Arabic Emirates Saudi Arabia and Indonesia, quotes are only available once the Product is received and assessed).

How do I pay for an out-of-warranty repair?

Payments are currently made via credit card and are made during book-in, providing transparency to the repair cost.

For India, United Arabic Emirates, Saudi Arabia and Indonesia, you will receive the quotation once the Product is received and assessed. And you will be asked to pay through our authorised care partners’ payment systems.

What happens if you can’t repair my Product?

If your Product is still under warranty, we will replace it with the same or a similar Product. If it is out of warranty, we will return it to you and issue a refund for any repair costs that may have been made, excluding logistic and diagnostic fees.

How do I track the status of my repair?

You can track the status via the Online repair tool or our Authorised Care Partner’s tracking portal (accessible from your PC or mobile phone) using your order number and email address.

Where is my Product repaired?

Repairs are carried out at our authorised repair centres located in the different regions to provide the highest quality of repair.

Can a fault on my phone be repaired without removing the display?

Excluding a software fault, in most cases to carry out a repair on your phone we will need to remove the display. This requires that any broken or damaged displays are replaced to reassemble your Product. In this event, you will receive a quote for the screen replacement before the repair is carried out.

How should I prepare my Product for shipping to your Repair Centre?

After booking in your Product, you will receive an email confirmation and instructions on how to prepare your Product for safe transportation. It is important to follow these carefully and to print and attach the provided AWB (air waybill) to the packaging.

For Indonesia, you need to contact the authorised care partner to receive instructions on shipping your Product to the repair centre.

Who can I contact for help following up with my Product that is in for repair?

You can track the status of your repair from the online repair. For additional queries, you can contact support.

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