Use-case
Hardware occasionally fails or arrives damaged. This article covers how to initiate a return or replacement.
Steps
Contact our team — submit a ticket or email support. Explain the reason for the return and any issues you've encountered.
Receive the return label — we'll send a pre-paid return label via email.
Pack the device securely — use the original packaging if available, otherwise a sturdy box with padding. Pack well to prevent damage in transit.
Ship with the provided label.
What happens next
Once we receive the device, we inspect it. If it qualifies for replacement, we ship a new unit.
If the device was damaged by normal use or user error and isn't covered, we'll contact you with options.
Good to know
Run basic troubleshooting first — many issues are network, settings, or cable problems, not hardware faults. See Fix common Fire TV issues, Screen is black or blank, and Keep your screen awake and online.
While a return is in progress, use another device (Fire TV Stick, Smart TV with FRAMEN app) to keep the screen earning. Contact your account manager for a loan unit if needed.