If your device is no longer working as expected, you can return your device to us to repair/replacement
Before starting the process, we’ll check if we can resolve the issue without returning your device. Please raise a new case online and reference the title of this article. You can also call the support team on:
Careblox - 01509 279170
People Planner - 01509 279176
Note - we are unable to replace/repair devices without this.
Ordering a replacement terminal
If the support team were unable to fix the terminal remotely, they will place an order for a replacement device on your behalf. This is called an Advanced RMA.
The replacement device will not be a brand new device. It will be a refurbished device. This means you might notice some minor cosmetic blemishes but the device has been tested and is in working order. If you would prefer a brand new device, you can order a new device at a cost.
In warranty devices
If your device is in warranty, we can fix most hardware issues free of charge. This is subject to a failure of the hardware, not user damage. We’ll guide you on whether the issue you face is a warranty repair.
Out of warranty devices
If you device is no longer in warranty, or your repair is deemed to be a non-warranty repair, your Return Materials Authorisation (RMA) is chargeable.
Send us your device back
Inside your replacement terminal, you will received a pre-paid DPD label. Please place your faulty terminal in the new terminal box and place the DPD label on the front.
Download and fill out the RMA form, then place the form in the box with the devices you’re returning.
Drop your return off at any DPD drop off point.
Please return your device within 7 days. If we do not receive your faulty device within 30 days of the advance RMA being received, you will be charged for the replacement terminal.