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 time frame 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 authorised for a replacement, your replacement is delivered 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 the 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 on 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 the email address that 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:
- Driving licence
- Passport
- Residence card
If your claim is authorised for a replacement, you'll receive an email confirming your approved replacement.
- If you receive 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 that your replacement came in.
- Print the attached pre-paid delivery label.
- Then, put the delivery label on the outside of the box.
- To find out how to send your parcel, check the delivery label.
- Send your damaged or defective item back within 14 days of the replacement delivery.
- If you don't return your item within the 14-day window, you will be charged the unrecovered equipment fee listed in your coverage documents.
- To find out if your parcel was received, you can track it with the return tracking number on your delivery label.
Know when you can get a replacement
If your claim is approved, Google will send 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 colour is unavailable, Google may offer you a replacement with similar features in a different colour 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 colour.
Important: Preferred Care doesn't cover losses caused by or resulting from abuse, misuse, service performed by anyone not authorised 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 the Terms and Conditions.