A "DOA" case (Defective on Arrival) means your device is not working — or not working correctly — straight out of the box. This is very rare with new goods, but it does happen in individual cases — and these are exactly the cases we handle especially fast.
What helps us
Please describe as concretely as possible what's not working, and ideally add:
- photo or short video showing the defect (e.g. display stripes, battery not charging, device won't start)
- the condition of the packaging on delivery — was everything fine on the outside or were there transit damages?
- the delivery contents — is anything missing?
How to report the defect
Open your account → order → "Get help" → "I have a problem with the product" → "Device has a technical issue". Upload photos/video there and briefly describe the problem.
What happens next
Our tech team replies within one business day. Depending on the diagnosis, different paths are available — exchange, repair, or refund. DOA cases are usually processed much faster than later defects because the situation is clearer.
Important notes:
- Please don't keep using the device if the defect is clear — it simplifies processing.
- Don't send the contents back on your own. We coordinate the right path with you; this often does not go through our standard returns portal.