Frequently Asked Questions

What is the difference between Renewd® and new?

A Renewd® iPhone has been given a second life and has been checked at more than 80 points by certified specialists, thoroughly cleaned and provided with the latest software. Because it is a used product, a Renewd® device may contain small traces of use. These will never affect the functioning, because every Renewd® device is 100% in technical condition.

What does the Refurbished Certificate mean?

The Refurbished Certificate is a recognised Dutch quality mark in the area of used products, so you can be sure that you are making a good purchase. This Certificate is supported by Techniek Nederland and TüV, among others. So far, the Certificate only applies to iPhone, iPad and MacBook devices, and these Renewd® are covered by it.

My device is not new, but used. How can this be?

Every Renewd® device has been given a second life and may therefore show some signs of use, but this does not affect its ease of use. Each unit is checked by expert specialists on more than 80 points with official software of the manufacturer. The inside functions just like a new one, but the outside may show some signs of use.

The device has some scratches, what should I do?

Every Renewd® device has been given a sustainable second life and may therefore have a few scratches, but this does not affect its ease of use. Each device is checked by certified specialists on more than 80 points with the official software of the manufacturer. The inside functions just like a new one, but the outside may show some signs of use.

The device is not completely clean, what should I do?

Every Renewd® unit is disinfected and cleaned after a thorough quality check, just before it is packed. Because we use durable materials, it is possible that some dust is released during transport and the device is not delivered completely clean. This does not affect its user-friendliness.

The device does not boot up, what should I do?

Did you receive your Renewd® device, but it does not boot up? It is possible that the battery is empty when the Renewd® iPhone is delivered. Put it on the charger for at least 4 hours before using it for the first time. Does the device still not work? Request a repair at https://www.renewd.com/warranty.

The device asks for a password that I did not set myself, what should I do?

A Renewd® iPhone is always reset to factory settings before it comes in the box. It is therefore not possible that it has a password or data of previous users on it. If you forgot your own password, please follow the next steps: https://support.apple.com/nl-nl/HT204306 .

I am not satisfied with the cosmetic quality of the unit, what should I do?

Every Renewd® device has been used before and may have some minor traces of use, but is technically always 100% in order. The guideline for the traces of use is that in a normal (natural) light, at an arm’s length distance, you will not see any obvious scratches or other traces of use. Should the product not meet your expectations, please contact us by e-mail at support@renewd.com with photos and an explanation.

There are no earphones / headset in the package, what should I do?

Earphones or a headset are never included with a Renewd® smartphone.

There is an accessory (adapter and/or cable) missing in the package, what should I do?

A Renewd® iPhone is shipped with:

  • Adapter
  • Lightning to USB cable
  • SIM pin

A Renewd® Watch is standard delivered with:

  • Magnetic charging cable

If one or more of these accessories are missing, please contact us at support@renewd.com.

About Warranty

I have asked Apple to repair my device but they will not do it, what should I do?

At Renewd® we offer a 2-Year warranty, with the option of free Pick-Up and Return Service. This means that we will pick up your (defective) device free of charge at your home, as long as it is within the warranty period and conditions, and return it to you after repair. This extended service is not provided by Apple, but directly by Renewd®. See https://www.renewd.com/nl/garantie  for more information.

How long is the warranty on my device?

At Renewd®, we give a 2-Year warranty, and you can make free use of our Pick-Up and Return Service. This means that we will pick up your (defective) device free of charge at your home, provided it is within the warranty period and conditions, and return it to you after repair. This extended service is not provided by Apple, but directly by Renewd®. See https://www.renewd.com/nl/garantie  for more information.

Please note: this Warranty also applies to the battery!

I want to return the device but I no longer have the original packaging, what should I do?

It is mandatory that you return the device in its original packaging. This way, the return process can be handled properly. If you are no longer in possession of the original packaging and the receipt, it is unfortunately not possible to return it.

My device is broken and I want it repaired. How can I arrange this?

For devices that are defective and within the warranty conditions, we offer a free Pick-Up & Return service. We will pick up the appliance at your home and return it to you after repair. Please follow the steps described at: https://www.renewd.com/warranty .

I'm not sure if my damage is covered by the guarantee, what should I do?

Our support team will be happy to help you assess whether your damage is covered by the warranty. When in doubt, always contact us via support@renewd.com . Don’t forget to send a detailed explanation and possibly pictures, so we can help you properly! This way we prevent you from sending in your device unnecessarily.

Can I have my device repaired if the warranty is over?

If the warranty has expired, it is still possible to have your device repaired. Our advice is to contact a Repair Center directly for this because this falls outside the warranty and can no longer be claimed from us. This way you will be helped faster! Repair is more durable than buying a new device, so we always recommend looking at all the possibilities!

Where do I find the IMEI number?

You can find the IMEI number at: Settings > General > Info. Do you still have the original packaging? You can also find the IMEI number on the packaging.

How long does the repair process take?

The repair process takes on average 5-7 working days from the time we receive the phone. Please allow 1-3 working days for dispatch depending on the location from which it is being dispatched. We always aim to get your device back to you as soon as possible!

About Ordering and Delivery

Where can I buy Renewd® appliances?

The Renewd® devices are for sale through partners in many different countries within the European Union. For more information about all resellers, please visit:

https://www.renewd.com/where-to-buy

What are the shipping methods and costs?

Renewd® sells its devices through different partners, so the shipping methods and costs differ per partner. This information can be found on the websites of our partners. For more information, see: https://www.renewd.com/where-to-buy

What are the delivery times?

Renewd® sells its appliances through different partners, so delivery times vary from partner to partner. This information can be found on the websites of our partners. For more information, see: https://www.renewd.com/where-to-buy

Can I track my package?

Renewd® sells its devices through different partners, so the Track & Trace code is added by the partner when placing an order. This information can be found on the websites of the partners. For more information, see:

https://www.renewd.com/where-to-buy

Can I collect my order from you?

You cannot collect your order at our shop. The order will be sent to your home address or pickup point when you buy online. Some of our resellers also sell our devices in their shops. For more information about our partners, please visit:

https://www.renewd.com/where-to-buy

What should I do if I received my product damaged?

Please contact the shop where you ordered it. Every shop has its own guidelines, so this may vary from shop to shop.

About Returns & Service

What does the Free Pick-Up and Return Service includes?

In the unlikely event that something is wrong with one of your Renewd® appliances? Then you can make use of the free Pick-Up and Return Guarantee Service throughout the European Union. Your appliance will then be picked up at your home free of charge and returned to your selected address after the repair.

I want to return the device, but I do not have the original packaging anymore, what should I do?

It is mandatory that you return the device in its original packaging. This way the return process can be handled properly. If you are no longer in possession of the original packaging and your receipt/card, it is unfortunately not possible to return it.

What is the withdrawal period for my purchase?

This depends on the country and the shop where it was purchased. Each country and each shop have different withdrawal periods. This information can be found on the website where you made your Renewd® purchase.

I am not satisfied with the cosmetic quality of the device, what should I do?

Every Renewd® unit has been used before and can have some minor traces of use but is technically always 100% in order. The guideline for the traces of use is that in a normal (natural) light, at an arm’s length distance, you will not see any obvious scratches or other traces of use. Should the product not be in line with your expectations, please contact us by e-mail at support@renewd.com with photos and an explanation.

There are no earplugs/headset in the package, what should I do?

No earplugs or headset are ever included with a Renewd® smartphone.

There is an accessory (adapter and/or cable) missing in the package, what should I do?

A Renewd® iPhone is standard delivered with:

– Adapter

– Lightning to USB cable

– SIM pin

A Renewd® Watch is standard delivered with:

– Magnetic charging cable

If one or more of these accessories are missing, please contact us at support@renewd.com.

Contact

What is your address?

The Renewd® head office is located at the following address:

Burgermeester Verderlaan 11E, 3544AD Utrecht, The Netherlands

What is the best way to reach you?

Our e-mail address is: support@renewd.com.

About Renewd® iPhone

How do I enable and configure my Renewd® iPhone?

You can power on your Renewd® iPhone and configure it through an internet connection. You can also configure the Renewd® iPhone by connecting it to your computer. If you have another iPhone, iPad, iPod touch or Android device, you can transfer your data from it to your new iPhone. Learn more:

https://support.apple.com/en-gb/guide/iphone/iph1fd7e482f/ios

How can I restart my Renewd® iPhone?

If your Renewd® iPhone is not working properly, you can restart it.

 

To shut down your device, please perform one of the following steps:

  1. On a device with Face ID: Press and hold the side button and one of the volume buttons at the same time until you see the sliders on the screen, then drag the ‘Turn off’ slider.

– On a device with a Home button Press and hold the side button or the snooze button (depending on which model you have) and drag the slider.

– All models: In Settings, tap ‘General’ > ‘Turn off’ and drag the slider.

  1. To turn on your Renewd® iPhone again, press and hold the side button or the snooze button (depending on which model you have) until the Apple logo appears.

 

For more information: https://support.apple.com/en-gb/guide/iphone/iph841379c3d/ios

How do i disable Find my Device for my Renewd® iPhone?

Find my Device must be disabled before you submit a device for repair. The following steps have to be followed:

  1. Open settings.
  2. Tap [your name] > ‘Find my’.
  3. Tap ‘Find my iPhone’, and then tap Disable.
  4. Enter the password for your Apple ID.
  5. Tap disable.

For more information, see: https://support.apple.com/en-gb/HT211149

Where can I find my IMEI and/or serial number?

You can find your IMEI number and/or serial number at: Settings > General > Info. Do you still have the original packaging? You can also find the IMEI number there.

How can i activate my Renewd® iPhone?

There are several ways to activate your Renewd® iPhone. Our advice is to activate your device by placing a sim-card in it and turning it on. This way, the Renewd® iPhone will recognize your carrier and location and all relevant settings are automatically set correctly.

 

What is included with the Renewd® iPhone?

The package of a Renewd® iPhone includes a warranty card, an MFI certified charger, cable, and a SIM tray pin. All products are packed in FSC certified packaging.

 

What is the coorperation with WeForest about?

Renewd® values its own products and the planet. That is why we decided to cooperate with WeForest, so that every Renewd® iPhone that is sold directly contributes to a reforestation project in Ethiopia. Your choice of a Renewd® iPhone contributes to the restoration and development of arid areas and rural communities are lifted out of external poverty. For more information:

https://www.weforest.org/partner/renewd

About Renewd® iPad

There is no charging cube with my iPad, is that right?

That is correct. The Renewd® iPad is not delivered with a charging cube. Just like Apple, Renewd® does not deliver a charging cube with the Renewd® iPad. To use the Renewd® iPad optimally, we recommend to always use certified accessories.

How can I configure my Renewd® iPad?

You can power on and configure your Renewd® iPad via internet connection. You can also configure Renewd® iPad by connecting it to your computer. If you have another iPhone, iPad, iPod Touch or Android device, you can transfer your data from it to your new iPhone. For more information:

https://support.apple.com/en-gb/guide/ipad/ipad995bb83d/ipados

How can I restart my Renewd® iPad?

If your Renewd® iPad is not working properly, you can restart it.

To shut down your device, please perform one of the following steps:

  1. Press and hold one of the volume buttons and the top button until you see the “Power off” slider.
  2. Drag the slider and wait 30 seconds for the device to turn off
  3. To turn the device on again, press and hold the top button until you see the Apple logo.

For more information see: https://support.apple.com/en-gb/HT210631

How do I make a backup copy of my Renewd® iPad?

Please follow the steps below to make a backup:

  1. Connect the device to a Wi-Fi network.
  2. Go to ‘Settings’ > [your name] and tap ‘iCloud’.
  3. Tap “iCloud backup”.
  4. Tap ‘Back up now’.

For more information, see: https://support.apple.com/en-gb/HT211228

How can I reset my Renewd® iPad back to factory settings?

Follow the steps below to reset the iPad to factory settings:

  1. In Settings, tap ‘General’ > ‘Transfer or Reset iPad’.
  2. Tap ‘Erase all content and settings’.

For more information, see: https://support.apple.com/en-gb/guide/ipad/ipad8f91b5e3/ipados

How do i disable Find my Device for my Renewd® iPad?

You need to disable Find my Device before submitting a device for repair. For more information, please visit: https://support.apple.com/en-gb/HT211149

How do I remove the iCloud from my Renewd® iPad?

Do not forget to transfer your data from the old to the new device first. Then follow the steps below to delete your iCloud:

  1. If you have an Apple Watch paired with the iPhone, disconnect it.
  2. Back up the device.
  3. Sign out of your iCloud and the iTunes Store and App Store.
  4. Go back to ‘Settings’ > ‘General’ > ‘Reset’ > ‘Clear all content and settings’.
  5. Enter the access code for the device. Then tap ‘Erase device’.

For more information, see: https://support.apple.com/en-gb/HT201351

Where can I find my IMEI and/or serial number?

You can find your IMEI number and/or serial number at: Settings > General > Info. Do you still have the original packaging? You can also find the IMEI number there.

What is included with the Renewd® iPad?

The package of a Renewd® iPad contains a warranty certified charging card and a cable. All products are packed in FSC certified packaging.

About Renewd® Watch

Why is my Renewd® strap not original?

The Apple Watch strap wears out faster and gets dirty quicker. For this reason, Renewd® decides not to give the original strap of the Watch a second life. This way the Watch lasts even longer, and you can be sure that you do not have to worry about hygiene.

What is the circumference of the strap provided?

The circumference of the strap supplied with a Renewd® Watch 38/40 mm has a minimum circumference of 16 cm and a maximum circumference of 19.5 cm.

The circumference of the strap supplied with a Renewd® Watch 42/44 mm has a minimum circumference of 17 cm and a maximum circumference of 21.5 cm.

The strap of my Renewd® Watch does not fit, what should I do?

With a Renewd® Watch 1 strap is standard delivered. The sizes are indicated in the product information. We do not deviate from this. If it does not fit, we recommend you to buy a matching strap yourself. This way you can still make optimal use of the Renewd® Watch.

I do not have an iPhone or iPad; can I use my Renewd® Watch?

We advise to only use a Renewd® Watch if you pair it with an iPhone. If you are pairing your Renewd® Watch with an Android device, the functions are very limited.

How can I synchronize / backup my Renewd® Watch?

You do not need to manually sync / back up your Renewd® Watch. The Renewd® Watch automatically backs up its content each time you pair it with an iPhone. The content is stored in your iPhone iCloud or iTunes backups, but cannot be viewed from iCloud. It is also backed up when you disconnect the two devices. You can restore your Renewd® Watch from the last backup by choosing “Restore from backup” option when you pair your Renewd® Watch with iPhone again. https://support.apple.com/en-gb/HT204518

How do I restart/reboot my Renewd® Watch?

Just like any computer, the Renewd® Watch will occasionally need a power cycle to fix problems. Resetting the Renewd® Watch with a reboot can be accomplished using a simple process. To reboot the Renewd® Watch, long press the button on the side followed by a swipe across the screen. The same screen can also be used to enter power reserve mode. https://support.apple.com/en-gb/guide/watch/apd521a8a902/watchos

How do I disable Find my Device for my Renewd® Watch?

Find my Device must be disabled before you submit a device for repair. For more information, please visit: https://support.apple.com/en-gb/HT211149

How do I delete the iCloud from my Renewd® Watch?

Please follow the steps below to remove your iCloud from your Renewd® Watch:

  1. Hold the Renewd® Watch and iPhone close together when disconnecting.
  2. Open the Watch app on the iPhone.
  3. Go to the ‘My Watch’ tab and tap ‘All Apple Watches’.
  4. Tap the Info button next to the Watch you want to disconnect.
  5. Tap ‘Disconnect Watch’.
  6. On a GPS + Cellular model of the Watch, choose whether to keep or remove the cellular subscription.
  7. Tap again to confirm.

For more information, see: https://support.apple.com/en-gb/HT204568

 

 

About Renewd® MacBook

How do I set up my Renewd® MacBook?

The first time your iMac is booted up, the Setup Assistant will appear to help you perform some simple steps to get started using your Mac. You can follow all the steps or skip some and configure later. For more information on the steps, see: https://support.apple.com/en-gb/guide/imac/apd831707cb3/mac

How can I restart my Renewd® MacBook?

To restart your MacBook, press and hold the power button until the Mac turns off. After a few seconds, press the power button again to start your Mac. Unsaved changes in open documents may be lost. For more information, see: https://support.apple.com/en-gb/guide/mac-help/mh26785/mac

How do I make a backup copy of my Renewd® MacBook?

A backup on a MacBook can be made in several ways. By using Time Machine or the iCloud, both accessible on your MacBook. For more information, see: https://support.apple.com/en-gb/mac-backup

How can i restore my Renewd® MacBook to factory settings?

Follow the steps below to restore your MacBook to factory settings:

  1. Make a backup copy.
  2. Log out of iTunes, iCloud and iMessage.
  3. Reset the NVRAM.
  4. Erase the hard drive and reinstall macOS.

For more information, see: https://support.apple.com/en-gb/HT201065

How do I disable Find my Device for my Renewd® MacBook?

Find my Device should be disabled before sending a device for repair. For more information, please visit: https://support.apple.com/en-gb/HT211149

Where can I find my IMEI and/or serial number?

You can find your IMEI number and/or serial number at: Settings > General > Info. Do you still have the original packaging? You can also find the IMEI number there.

What is included with the Renewd® MacBook?

The package of a Renewd® MacBook contains a warranty card and an original or certified charger and cable. All products are packed in FSC certified packaging.

About Renewd® Samsung

How can i restore my Renewd® Samsung to factory settings?

You can perform a reset in various ways. Follow the steps below to reset your Renewd® Samsung:

  1. Swipe up to access your apps and tap ‘Settings’.
  2. Tap ‘General administration
  3. Tap ‘Reset
  4. Tap ‘Restore factory data’
  5. Tap ‘Reset

For more information, see: https://www.samsung.com/us/support/answer/ANS00062029/

How do I disable Find my Device for my Renewd® Samsung?

For a factory reset using Find my Mobile, perform the following steps:

  1. Your device must be connected to the Wifi or mobile network
  2. Your device must be signed into your Samsung account
  3. Remote control and remote unlock settings must be enabled.

For more information see: https://www.samsung.com/us/support/answer/ANS00062029/

How do I make a backup copy of my Renewd® Samsung?

You can back up your Renewd® Samsung in different ways. Via your PC or an external memory with Smart Switch. For more information on making a back-up, see: https://www.samsung.com/uk/support/mobile-devices/backing-up-and-restoring-data-on-my-galaxy/

Where can I find my IMEI and/or serial number?

You can find your IMEI number and/or serial number in: Apps > Settings > Device info. Do you still have the original packaging? You can also find the IMEI number there.

What is included with the Renewd® Samsung?

The package of a Renewd® Samsung includes a warranty card and an MFI certified charger and cable. All products are packed in FSC certified packaging.

About Renewd® Pixel

How do I set up my Renewd® Pixel?

If you want to transfer data from your phone, follow the steps that appear on the screen when your phone is first turned on. If you skip these steps, you will receive a notification in a few minutes that the Pixel is not fully set up yet. Tap ‘Complete setup’.

For more information, see: https://support.google.com/pixelphone/answer/6111329?hl=en

How do I restart my Renewd® Pixel?

The Renewd® Pixel can be rebooted by pressing and holding the power button for approximately 30 seconds until the phone reboots. You may need to tap the restart screen. For more information, see: https://support.google.com/pixelphone/answer/6377386?hl=en#:~:text=fixed%20the%20issue.-,Restart%20your%20phone,about%2030%20seconds%20to%20restart.

How do I transfer my data from an Android phone to my Renewd® Pixel?

First, check what data will be copied during setup. Then charge both phones and install all available updates on your Renewd® Pixel. Find the items you need and copy the data from your Android phone to your Renewd® Pixel. For more information, see: https://mobiletrans.wondershare.com/pixel/transfer-data-from-pixel-to-pixel.html

Where can I find my IMEI and/or serial number?

You can find your IMEI number and/or serial number at: Top left of your phone > Information. Do you still have the original packaging? You can also find the IMEI number there.

What is included with the Renewd® Pixel?

The box of a Renewd® Pixel contains a warranty card and an MFI certified charger and cable. All products are packed in FSC certified packaging.