Returning a Versa 2

[David-J]

I got a message to return my Versa 2 since it's less than a year old. I got a shipping label, and a message that said: "2. Prepare—In a small box or padded envelope, package the Fitbit device. You'll receive an email message from Fitbit Support with the list of items to include. Be sure to put your label on the front." 

But I never got that list of items to include. What do I need to send in? I still have my original packaging and receipt. Should I send a copy of that? How about wrist bands? I wanted to get another Versa 2, can I keep my original bands in case I need a spare? Thanks for your help! 

[Odyssey13 · Accepted solution]

Hi @David-J  normally it's just the Versa 2 itself, but so you get the proper instructions, I've asked a Fitbit Moderator to stop by with more details.

[JuanFitbit]

@Odyssey13 , Thank you for informing us about this thread

@David-J , Nice to see you here. Thank you for your message. I apologize for the missing information regarding the shipment. 

If you haven't done so, please send the Versa 2 pebble and charging cable. Inform our team regarding the content of the package, answering the message that you received. 

Should you include the bands, you'll be told by our team member. 

See you around. 

[FruitCakebatter]

I'm having the exact same issue..

Not revieved email list of how and what to include in the box.

I have returned a previous falty fitbit back in December 2020 and know I followed a link via email to agree to the return and that told me what to include in the package.

I can't click that link now as its expired.

I have spoken to 2 different reps today via chat who both said they would email the list as soon as the chat box was ended..

2 hours later..still no list..

I'm gonna have to try to just get on and post it.

Honestly pleads can fitbit just add a page of how to return your faulty product...

Obviously to get the return started you have to go through to customer services and I did this via my account and via live chat.

That part was simple.

However the returns label..

Does state the above 'number 2 details)

No email followed.

This is actually the 4th time I've spoken to live chat regarding my return but specifically asked 2x today for the email.

Just tell customers exactly what to return.

How to clear the data off the device.

I'm gonna include my personal details inside the box..

How to package

What not to include.

Take photos of content

Front and back of parcel

[JuanFitbit]

@FruitCakebatter , Nice to see you back to the Community! Thank you for your message and feedback. 

I apologize for the experience you are having. We appreciate your feedback as this will help us improve our services and products. 

I've reached out to our team and informed them to send you the necessary info as soon as they can. 

I appreciate and thank you for your patience. 

Please let me know if the message arrives. 

See you around. 

[Gem088]

I am having the same problem. I received an email with the return label and it said a separate email would be sent to let me know what to include in my return but I’ve had no email.

Can someone confirm what I need to send back? If I send back the charging cable, will I receive a new one with the replacement? 

[MarkMM]

@Gem088 My shipping label mails always had directions what to send back. Usually it's just the electronic part "pebble" and you keep the band and charger. Might want to try chat support though?

[JuanFitbit]

@MarkMM Thank you for sharing your experience.

@Gem088 A warm welcome to the Community! Thank you for reaching out. 

Normally it should be described on the emails sent by support what they need you to send. 

But if in doubt, just get in contact with Support again, to receive the exact instructions of what's needed. 

Keep in mind to pack everything well protected.