How do I make a return in the UK?

[tallbird]

I've decided to return the Ace - the software isn't finished, and I'm not happy to have spent £80 to be a product tester.  

Unfortunately if I follow the link in the "returns and warranties" page, it sends me to a US returns form, brings up the right thing against my order number, but everything is in USD and then it won't go on to the "print return label" page.  I'm stuck and time is running out!!

Can anyone help?  Has anyone returned anything from the UK?

Moderator edit: format

[Odyssey13]

Hi @tallbird

In order to return an item within the 45 day window, you'll need to get with customer support for a RMA (returned merchandise authorization.

Try a live chat option here - click - to get with support.

[tallbird]

Thanks for that but it says “country United States” and says “no” when I submit the form.   

I really need some UK specific help! 

[Odyssey13]

I searched and found a post from last June from a moderator. It has a number.

"the phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm"

You'll need to wait until they are open in the morning.

Please let us know if that number works for you and how things go.

[tallbird]

Thanks - I’ve tried emailing them, so at least they have a record of my desire to return the item incase i run over the 45 day period!   

From this page (reached from Fitbit uk) it should be super easy: https://www.fitbit.com/legal/returns-and-warranty in reality - not! 

[DavideFitbit · Accepted solution]

I'm sorry to see the product was not what you expected, thanks for providing this feedback @tallbird. 

Regarding the return label, most likely the page you where checking out was for the United States, you can check the information for the United Kingdom here. As @Odyssey13 mentioned, for the UK it's necessary to contact the customer support  team to get the return authorisation you mentioned.

I was going to send your information, but I was informed that you already have a case created with Support, please check if you already received a reply. 

[thingummijig]

Hi,

I'm here because my Charge 3 has started failing to light up when I turn my wrist to look at it and this morning, failed to light up even when pressing the side button.  Charge was around 67%.

I followed your UK link and on the UK page there is absolutely no information about needing to contact customer service first, nor is there any contact information for them.  The line, "To request a return authorisation, please follow the instructions here." takes you to the USA instructions.  At the very least, these warranty/return pages should give us a link to OUR Customer Service - especially when we're on a page for a country where contacting them is the mandatory first step in the warranty procedure.  

UK contact info is clear on this page, https://help.fitbit.com/?cu=1&co=GB, but does not include the phone number that you provided.

I found the instructions for rebooting my Charge3 in the charge forum and also for resetting the Screen Wake, which I'd somehow managed to turn off.

b.

[Fotunba]

How do I return this Fitbit thing, I bought 5 Fitbit for my family after I was offered a discount with free Band, all five watches arrived excepts the band, I've been chasing and was told it will take extra 4 to 6 weeks, now everyone is upset and want to return the watch, still sealed unopened. But the link just take you round the circle with no where to start the return or to obtain RMA. Can someone please help with this process, very stressful..

[Fotunba]

Hello,

I have just figured this out and process is so super easy.

Visit this link - Get Support (fitbit.com) and click on chat and explained to the agent what you to do and reason for return. Super easy, got free return label, RMA and PDF/Email confirming my conversation.. a bit impressed at least compare to all I have read. 

[EdsonFitbit]

Hello everybody, thank you for visiting the Fitbit Community.

I'm sorry to hear about the difficulties you experienced. Thank you for trying to get them resolved before contacting us.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

I am going to close this thread since it is too old, but if there is anything else we can help you with, please don't hesitate to start a new topic.

Have a nice day.