Important: Before you file a claim for an item that doesn’t work, turn it off and then on again first.
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 or malfunctions after the 1-year warranty period, start your claim and call Asurion at 0120-270-224 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, refurbished, or re-certified item of like kind and quality. For complete details, read the Preferred Care 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 0120-270-224 weekdays between 10:00 and 18:00 JST.
- To properly verify your plan coverage, you need to provide the email address you used to purchase the Preferred Care plan for Asurion.
- You need to provide a credit card or debit card to pay the service fee and deductible, as listed in the deductibles chart.
- 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 receive a confirmation email of your approved replacement. After your replacement is approved, your replacement item will be shipped within one business day.
- Once you receive a replacement item for a mechanical or electrical breakdown or accidental damage claim:
- Pixel phone: Reset your broken item to factory settings, if possible. After that, remove and keep the SIM card from your broken device.
- Pixel Tablet: Reset your broken item to factory settings, if possible.
- Your confirmation email will contain your RMA return slip and a prepaid QR code shipping label.
- Print your RMA return slip and pack it along with your damaged item into a suitable box.
Tip: You can reuse the box that your replacement came in. - Print your prepaid QR code shipping label.
- Print your RMA return slip and pack it along with your damaged item into a suitable box.
- To ship your package, take the prepaid QR code shipping label and your prepared package to any of the these convenience stores or shops that handle Yamato Transport deliveries to print out the shipping label:
- Family Mart
- PUDO station
- Yamato Service Center (Nekopitto)
- If you filed a mechanical or electrical breakdown or accidental damage claim, 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’ll 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 device is an item or refurbished model that's functionally equivalent to your original item.
Replacements aren't available if your claim is for accidental damage and you've reached your maximum claim limit.
Important: Preferred Care doesn't cover losses caused by or resulting from damage caused by misuse, abuse, intentional acts (including vandalism) related to the handling and use of applicable devices, exposure to environmental or weather conditions (including rust or corrosion), acts of God, or other external causes (other than those described in covered accident), and services performed by a person not authorized by the manufacturer or the company. For a complete list of exclusions, refer to the coverage documents for Google Store Preferred Care.
Cancellation & refund policy
To learn more about how to cancel your Preferred Care plan and how you will be refunded, review the detailed cancellation and refund policy.
