If your Everphone rental device is damaged, lost, or defective, we will replace it. Ordering a replacement device is initiated via the Everphone customer portal.
Reporting a defect is an easy process and typically results in quick shipment within Germany.
Order a replacement device
To report a defect and order a replacement device, please follow these steps in the Everphone customer portal:
Navigate to “Dashboard”
Find your current device
Then, choose the “Replace broken device” button
Follow the routine
Important notes on replacement models
The standard process for a defect report is a 1:1 exchange, meaning you receive the same device model. This process is complimentary and does not alter your existing rental agreement.
If the requested model is no longer available, it will be replaced by the direct successor model, generally without additional co-payment.
If you wish to choose a newer device model, you must use the “Early Upgrade" function, which may incur a fee or start a new rental period.
Costs and return requirements
There are no costs incurred by you or your company for the replacement of a defective device, regardless of how the damage occurred.
You will receive the replacement device first, allowing you to transfer your data.
There are a few key points regarding device return:
Intentional damage
Damage caused intentionally is generally not covered by the service.
Data security
Before returning the defective device, you must set the device back to factory settings and remove all accounts (e.g., iCloud/Find My Phone).
Unusable devices
If the device is so severely damaged (e.g., won't charge or turn on) that a factory reset is impossible, our team will perform the deletion under strict adherence to DSGVO regulations once received.
IMEI recognition
The IMEI number of the device must be recognizable to prevent misuse.
Preparing the defective device for return
The replacement device will be delivered to you first.
Before returning the old device, it is essential that you follow these steps to secure your data: How to prepare your device for return shipment.
If the device is so severely damaged (e.g., broken screen, charging issues) that you cannot access it to perform a reset or data deletion, please send it to us as it is.
Rest assured that Everphone’s team will professionally and securely wipe all data upon receipt, strictly adhering to GDPR regulations.