How should I prepare a return package with a prepaid label?

Learn how to properly prepare and label your package so your parcel arrives in good condition and on time.

Before you start

  • Make sure you have received a prepaid label from Ledger support before you send back the defective device. 
  • Reset your device from its settings menu or by entering three incorrect PIN codes when unlocking it. For step-by-step instructions, refer to this article: Reset to factory settings.

Preparing your return package

Return from an EU country Return from a non-EU country
  1. Place your returned product in the original package or another suitable package.
      Don’t include your 24-word recovery phrase in the return package.
  2. Print your prepaid label and stick it on your parcel.
  3. Schedule the pickup of your parcel or drop it at any DHL point.

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