In this article, you’ll find information about how to return your reMarkable for a replacement by making a claim using our returns' website.
If you experience any problems with a reMarkable product and want to return it for a replacement, the product may be covered by our 1-year limited warranty or reMarkable Protection Plan.
Most issues can be resolved without replacing a product. Before you start the returns process, please read our troubleshooting and getting started articles, and contact us for help to get a case ID (needed in the returns' portal). To find out if the issue is covered by warranty, read our limited warranty policy.
Read our return policy before you proceed so that you have all the information you need.
To return an order, you’ll need:
- The email address used to place the order
- The products you want to return
- A printer
If you don’t have access to the email address used to place the order, contact us for help.
1. Submit a return request
- Go to our return portal.
- Enter an email address in the Email address box. If you ordered your paper tablet from our webshop, enter the same email address that your order confirmation email was sent to. Then select Continue.
- Create a password, then select Create account.
- You’ll receive a verification email. In the email, select Verify email.
- Go to our return portal..
- In the Email address box, enter the same email address that your order confirmation email was sent to, then select Continue.
- You’ll receive a verification email. In the email, select Verify email.
- Select where you purchased your product: reMarkable.com, A retailer, or Other.
- Enter the serial number of your product and your case ID (your case ID is given by customer support). Depending on where you purchased your product, you may also need to enter your order number or upload a picture of the serial number.
- Follow the steps to select the product you want to return, describe the issue you’re experiencing, and update your shipping address.
If you can’t find your order number, contact us for help.
2. Book a pick-up or find a drop-off location
The return options available to you depend on the carrier assigned to your return.
DHL returns
Pickup:
Schedule a pickup by selecting a date and available time slot. Review and accept the return terms before confirming your booking. Please note that pickups cannot be scheduled more than 30 days in advance. If needed, you can reschedule your pickup appointment.
Drop-off:
Enter your address to find the nearest DHL Service Point. Select your preferred location and review and accept the return terms before completing your return registration.
UPS returns (United States only)
If your return is being handled by UPS, you can drop off your package at a UPS location using the return label provided.
If you prefer a pickup, you'll need to arrange this directly with UPS through the UPS app, your UPS account, or UPS customer service. Pickup bookings are managed by UPS and are not available through the reMarkable returns portal.
3. Ship your package safely
Print and attach the shipping label, then ship your package with DHL.
You’re responsible if your package is damaged in transit. To protect your product(s), we recommend that you:
- Use the original product packaging or another suitable box.
- Wrap the box in bubble wrap. Place the wrapped box in a larger box.
- Remove any stickers or markings, as these may cause your shipment to be returned to you. You’ll have to submit a new return request if this happens.
The shipping time back to our warehouse usually takes 2-5 business days.
Note: Only return the faulty product. Any additional items won’t be replaced, returned, or refunded. For reMarkable 2, if your claim only involves a Marker, you don’t need to return it. For reMarkable Paper Pro claims, if your Marker is faulty, it needs to be sent back.
4. Receive your replacement
Once we get your return, our team will inspect and process it, which usually takes 4-8 business days. After this, a replacement will be shipped to you.
You will receive a text or email from DHL as soon as your replacement device is on its way. A replacement device is typically shipped within 2-5 business days from our warehouse after we have verified the contents.
