Return policy – Support

If you are not satisfied with your reMarkable purchase for any reason, we will offer you a free return and full refund within 30 days* from the day of delivery, in accordance with our satisfaction guarantee.

*30 calendar days from the day the order is delivered. Note: The 30-day return period is not available for customers in Hong Kong. Please see our Terms and conditions for details.

Return process checklist

Products must have been purchased directly from reMarkable.com

reMarkable can only process merchandise and products directly purchased from our webshop. If you want to return reMarkable merchandise not directly purchased from reMarkable, please be advised that we will not be able to process your request. Please contact the applicable seller for instructions on how to return. If you ordered from Amazon after 13.08.2018, please contact Amazon to return the reMarkable.

2nd-hand purchases and gifts:
reMarkable will not be able to edit or provide the email address which was used when ordering. If you need to return an order, but do not have access to the email address that was used for ordering, please contact the original buyer.
Correct products/information:
Note that returns without the required information, returns sent directly to our headquarters, or any returns that don’t follow the described return process, will be rejected.

Satisfaction guarantee returns:

Returns that are eligible for a refund within the 30-day return period must include all items received after ordering at remarkable.com. Products may have been used, and it’s not necessary to return all Marker tips.
Please note that any discrepancy will be handled manually and will require extra days to process. This means your refund will not be issued within the normal amount of estimated days. reMarkable reserves the right to charge the customer for extra shipment and handling costs

Repair/Replacement returns:

If you should experience any problems with your reMarkable or any reMarkable accessories, please see both our Troubleshooting and Setup and use articles. To determine if the issue with your product is covered under warranty, it’s necessary to follow the steps in the returns portal before submitting a return. In the event the issue isn’t covered under warranty, it will be possible to purchase a refurbished product through the returns portal. It can be found here.

*Note: only the product in question needs to be sent. Any accessories or related products are not able to be returned or refunded.

Pick-up with DHL:

Pickup by DHL must be booked within 30 days of the approval date for the return request. Note that the pickup can not be scheduled more than 30 days ahead. If you miss the pick-up appointment with DHL, you must bring your return to a DHL drop-off location near you. The pick-up address must be eligible for DHL pick-up service. You can verify your address on this page. See how to here. Use Hong Kong, New Territories as To address. If your address cannot be verified by DHL, you must choose Drop-off as your return method.

Batteries

Damaged batteries should be treated as hazardous materials. Do not return the device if the battery is swelling, leaking, or if you in any other way suspect that the battery is damaged. In this case, please take photos of the device showing your serial number and today's date and send to our Customer support team here. After the support team have reviewed the issue, it’s important to make sure you dispose of, or recycle, your reMarkable and its accessories in accordance with local laws and regulations. Make sure you don’t puncture, drop, or incinerate the battery.