It is important for us to provide the best possible service to our customers. To reduce any waiting time, it is a benefit to fill in this form. The more information we receive about the error, the faster we can process your case.
Before you submit your complaint or return case
We recommend that you back up your hard drive before submitting your computer to us. In some cases, it is necessary to reinstall or replace the hard disk and your data may be lost. Refurb cannot be held responsible for any possible loss of data.
If you choose to submit your complaint or return case, it is your responsibility that the equipment is properly packed. We do not take responsibility for transport damage.
Fill out our form
If you wish to complaint or to use your 14-day return policy, then fill out the form below.
The average processing time is:
Return cases: 7-14 working days
Complaint cases: 14-21 working days
NOTE: During periods of busyness, the treatment time can be up to 3 weeks. Please note that the processing time is from when we receive the item.
Dead On Arrival (DOA) cases, where the item has an error on receipt, are processed more quickly.
Category of complaint
Choose whether you want to return the item for complaint handling or as a case of return.
Right of return
Choose the device that your case is about.
Choose items you would like to return
Choose the item you would like to return
In case you are returning an Apple device we need your Apple-ID login if you haven't already disabled the association.
Describe the error
Beskriv den fejl du oplever. Gør det så præcis som muligt, så vi har bedre mulighed for at hjælpe dig.
Choose type of delivery
Choose the way you want to deliver and have your product returned.
Delivery and contact information
Enter your delivery and contact information. Please note that these are used if we need to contact you about the complaint case, and in connection with the return of the item to you.
Please select below which equipment you send with the item. It is important that you include everything you send in the box, including any accessories such as sleeve or cover that has not been purchased from Refurb. This is important because it allows us to register what you have sent in, and thus what is to be sent back to you. Note that it is not a requirement that charger and cable be sent in, but in cases where some of these parts are suspected to be faulty, they must of course be sent in.
File a complaint case
Please accept the conditions below before you can create the complaint.
Frequently asked questions
Here you will find the questions we often receive about complaints and return cases.
Unfortunately, it is impossible to say exactly how long a complaint will take, as it depends on the error and its solution. The average length of a complaint at Refurb is 7 business days.
If you have a device on which you want to file a complaint, simply fill out the form on our Complaints page. Our Support-team will then assess whether the problem can be remedied by phone/email or if the unit needs to be sent in for repair. If the latter is the case, they will send you a return label to your e-mail for you to print and paste on to the package, which is then handed in at a GLS parcel shop. Postage will be paid with this label, and you won’t have to pay upon submission.Remember to back up your data on an ongoing basis, and always before sending the item in for a complaint, as it will normally be deleted during our test procedure.
If you wish to return your order, all you have to do is create a return case on our Return page. Then our support will send you a return label by email, which is used to send the unit back free of charge. GLS is used for this service. The return slip is printed and pasted on the package, after which the package must be handed in at the nearest parcel shop. The money will be returned to the originally used payment card, unless an account transfer or cash payment has been used. In that case, account information should be attached as it will speed up the process.
At Refurb, you always have a 14-day full return policy. This means that you can return the device even if it has been used. All you have to do is to create a return case here on our complaints and return page. Then our support department will send you a return label by e-mail, which allows you to return the device free of charge. If we cannot approve the case, you will be contacted with the reason for this, and from here the further processing will take place.GLS is used for this service. The return slip is printed and pasted on the package, after which the package must be handed in at the nearest parcel shop. The money will be returned to the originally used payment card, unless an account transfer or cash payment has been used. In that case, account information should be attached as it will speed up the process.
Refurb offers free return shipping with GLS.
You can follow your complaint or return case in your user account. We will also keep you updated by email as soon as there is news in your particular case.
When you submit your item for complaint, you accept that we potentially delete your data as part of error search and direction on your device. We do this to secure your data and to always be able to test on a fresh installation. As we usually delete the data, we therefore do not offer to transfer your data to another device, and do not offer data recovery.
Unfortunately, we do not offer repair as a separate service, if you have not bought the unit from us, we can therefore unfortunately not help with a repair at this time.
Unfortunately, we do not offer repair as a separate service if you have not purchased your product from us and we will not be able to help you with a repair currently.