Replace a faulty mobile phone, tablet, etc.

Is the mobile phone or tablet you purchased or received from us faulty or broken? Follow the steps below, depending on your situation.

  • You have a Lifeline insurance? Visit www.lifeline.be.
  • No Lifeline insurance, but the fault occurs within the warranty*? We will repair or replace your device free of charge.
  • The device is no longer under warranty*? We will give you an estimate of the repair costs. You can then freely decide whether or not to have it repaired.

(*) The exact warranty terms can be found on youmr purchase bill or delivery note. If necessary, ask our customer service for a duplicate.

There are several ways to provide us with your faulty device. This depends on where you purchased it.

  • Did you buy your device in a point of sale?
    Bring the faulty device (without SIM card or accessories) back to the point of sale from which you purchased it and ask a salesperson for advice.
    Your receipt serves as your warranty document.
  • Did you buy your device online? You received it as a gift (promotion, loyalty)?
    Call our repair service at 0800 15 690 and return your mobile phone or tablet (without SIM card or accessories) to us free of charge via a Kiala point near you (Kiala website is available in Dutch or in French). We will inform you once your device has been repaired and is ready to be picked up from your Kiala point.
    Your purchase bill or delivery note serves as your warranty document.
In case of a repair, all data on your device will be deleted.

If possible, try to make a back-up of your files in advance.


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