Video: How it Works
Step-by-Step: How Device Exchange Works
Exchanging your device is straightforward. Just follow these steps, and we’ll handle everything from shipping your replacement to transferring your coverage
1. Make Your Claim
Sign up or log into your online account and start your claim
- Enter all the details about your broken device so we can process it quickly
Pay your excess (if applicable)
- Watch for a confirmation email letting you know your replacement is on the way
2. Prepare your broken device for collection
Once you’ve confirmed your replacement is on the way, please get your damaged device ready.
Back up your data
Perform a factory reset
Remove SIM/memory cards and accessories
- Pack the device securely for handover
See full instructions in our Repair Prep Guide.
3. Receive and exchange
When your device is delivered, simply hand your packaged damaged device to the delivery person.*
*In Northern Ireland, you may be asked to return your device using a prepaid shipping label
4. Enjoy your new device
- Your replacement comes with a 2-year manufacturer’s warranty starting the day you receive it.
- Your SquareTrade insurance automatically transfers to the new device.
- Check that everything’s working properly, then enjoy!
Ready to Get Started?
Don’t wait to get your replacement — we’ll make the process quick and hassle-free so you can get back to what matters most. Filing only takes a few minutes, and your replacement will be on its way before you know it.
Important to Remember
Before you get started, here are a few key things to keep in mind:
Most claims include an excess payment. For minor issues like a cracked screen, repair may sometimes be the cheaper option.
Your replacement will be the same model and storage capacity (or an upgraded model if your exact one isn’t available). We can’t guarantee the same color.
Be sure to return your damaged device within 2 weeks using the prepaid label to avoid extra charges.
What Is a Refurbished Device?
Some replacements may be refurbished — and that’s actually good news!
Professionally Inspected & Certified by experts to meet the same standards as new devices.
Covered with a 2-Year Manufacturer’s Warranty, and your insurance transfers automatically.
Eco-Friendly, helping reduce electronic waste.
Like-New Performance — guaranteed to work as good as new.
Any Further Questions?
You can find answers to many common questions on our YouTube channel.
If you need more help, just click the chat button at the bottom of the page to contact our support team.
We’re here to assist you!
