Before you file a claim, check if your device is still under warranty. This can save time and effort.
To check your warranty status:
- Go to the Self Service Repair Portal.
- Enter your device's IMEI number.
If your device is still covered, you may be eligible for a replacement at no charge.
Know about your claim
- Start your claim ASAP: You need to report your claim within the timeframe indicated in your coverage documents.
- If your item is damaged, lost, or stolen, start your claim and call Asurion on 0330 808 4291 or go to the Preferred Care management page.
- In cases of mechanical or electrical breakdown, check whether your item is covered under the in-warranty policy at Google Store’s repair flow.
- If you don’t know how long it’s been since you bought your item, check your Google Store order history.
- If your claim is authorized for a replacement, your replacement is shipped to the same country or region where you bought coverage.
- Your replacement may be a new or refurbished item of like kind and quality. For complete details, read Terms and Conditions.
To start a claim, go to the Preferred Care management page:
- Select the item under your Preferred Care plans.
- To guide you through the claim process, you’ll get redirected to the claim filing site managed by Asurion.
Call Asurion at 0330 808 4291. You need to provide a credit card, debit card, or Google Pay to pay the excess fee as listed in the excess fee chart.
Tips:
- To properly verify your plan coverage, you need to provide your email address you used to purchase the Preferred Care plan for Asurion.
- If you are asked to verify your identity online, upload a photo of your government-issued ID card. Acceptable ID types include:
- Driver’s license
- Passport
- Residence card
If your claim is authorized for a replacement, you’ll get a confirmation email of your approved replacement.
- If you get a replacement item for an accidental damage or loss and stolen claim:
- Pixel phone: Reset your broken item to factory settings, if possible. After that, remove the SIM card from your broken item and place it in the new one.
- Pixel Tablet: Reset your broken item to factory settings, if possible.
- Print the RMA packing slip attached to your confirmation email.
- Put the RMA packing slip in the box with your damaged item.
- You can reuse the box your replacement came in.
- Print the attached prepaid shipping label.
- Put the shipping label on the outside of the box.
- To find out how to ship your package, check the shipping label.
- Send your damaged or defective item back within 14 days of replacement delivery.
- If you don't return your item within the 14-day window, you get charged with the unrecovered equipment fee listed in your coverage documents.
- To find out if your package was received, you can track it with the return tracking number on your shipping label.
Know when you can get a replacement
If your claim is approved, Google sends you a replacement item to replace your damaged or lost item under the Preferred Care plan. Your replacement item is a new or refurbished model that’s functionally equivalent to your original item.
If your specific model or color is unavailable, Google may offer you a replacement with similar features in a different color or with a different storage capacity. Under the plan, it’s not possible to upgrade to a higher storage capacity or to choose a different color.
Important: Preferred Care doesn't cover losses caused by or resulting from abuse, misuse, service performed by anyone not authorized by the manufacturer or Asurion, intentional or cosmetic damage, manufacturer’s recall, losses covered under the manufacturer’s warranty, and certain acts of God. Refer to your coverage documents for a complete list of exclusions.
For a complete list of exclusions, read Terms and Conditions.
