Do you want to make a complaint or return your Refurb® product?
Within the EU you always have the 2-year guarantee and right of complaint. This also counts for your Refurb® product. You also have a 14-day right of return. For the fastest possible processing, please read all information carefully.
For countries outside the EU, specific rules apply. Read more about this in the terms and conditions here.
Before you create your complaint or your return case
We recommend that you back up your data before sending your computer to us. In some cases, reinstalling or replacing the hard drive can be necessary, and your data may be lost.
If you instead want your money back by making use of your 14-day right of return, a backup is not necessary. Your Refurb® product will be data erased before being returned to stock.
When you submit your complaint or return case, it is your responsibility to pack the product correctly.
Please note that Refurb® cannot be held responsible for any loss of data or transport damage.
Create a complaint or return
Use the form below if you want to make use of your 14-day right of return or if you experience problems that you want to be covered by your right of complaint. When making a complaint about your Refurb® product, please describe the fault you are experiencing. This way, your case will be processed as quickly as possible.
The average processing time for returns is 3-10 business days. The average processing time for complaints where repairs are necessary is 10-15 working days. We strive to process your case as quickly as possible.
Please note that the processing time starts from the day we receive the item.
DOA (Dead On Arrival) cases, where the product has an error from receipt, are processed more quickly.
If you have questions about complaints and returns, you can find answers in our FAQ.
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.
Hvorfor ønsker du at returnere varen?
Du bedes vælge en begrundelse for, hvorfor du ønsker at returnere varen, før du kan oprette reklamationen.
Describe the error
Beskriv den fejl du oplever. Gør det så præcis som muligt, så vi har bedre mulighed for at hjælpe dig.
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.