If your Joan device has a hardware fault, [contact Joan Support](https://getjoan.com/help/contact). We troubleshoot the device with you first. If it needs repair or replacement, we arrange a courier pickup and handle it as a warranty claim.

## What should I try before reporting a fault?

Many problems can be fixed without a return:

- [How to reboot a Joan device?](/help/joan-devices/how-to-reboot-a-joan-device)
- [My Joan device is no longer responding](/help/joan-devices/my-joan-device-is-no-longer-responding)
- [How to connect a Joan device to Wi-Fi?](/help/joan-devices/how-to-connect-a-joan-device-to-wi-fi)

## How do I report a defective device?

1. Contact us through the [support form](https://getjoan.com/help/contact) and describe the problem.
2. Have this information ready, as Support will ask for it:

    - the device's serial number (UUID), see [Where to find the serial number of a Joan device](/help/joan-devices/where-to-find-the-serial-number-of-a-joan-device)
    - photos of the device from all sides
    - the device's log file, see [How to acquire the device's log file?](/help/joan-devices/how-to-acquire-the-devices-log-file)

3. Support troubleshoots the device with you.
4. If the device needs to be returned, you receive a link where you enter the pickup address and date. A courier collects the device.
5. Pack the device in its original box, or in a box that fits closely, with padding. Take photos of the device and the package before you hand it over.
6. A technician tests the device. If the warranty claim is approved, we repair or replace the device. If it isn't, we send the device back with an explanation.

> [!NOTE]The warranty is not valid if the device is not properly packaged for the return.

## What does the warranty cover?

All Joan devices have a one-year warranty against manufacturing defects, counted from the original delivery date. Repaired or replaced devices are covered for 30 days or for the rest of the original warranty, whichever is longer.

The warranty does not cover, for example:

- accidental damage, such as drops, water or electrical events
- unauthorized installation, modification or repair
- use outside the device specifications
- normal wear and tear, including battery capacity loss
- cosmetic damage

The full conditions are in our [terms of sale, returns and warranty](https://getjoan.com/terms-of-sale-returns-warranty-businesses).

## What if my device is out of warranty or was damaged?

[Contact Joan Support](https://getjoan.com/help/contact). We tell you the repair or replacement options. Repairs and shipping outside the warranty are charged.

## What if my device arrived damaged?

Report it within 8 days of delivery. See [Returns and cancellations](/help/plans-billing/returns-and-cancellations).