Learn more about Square’s limited guarantee and return policies, and find out how to submit a guarantee claim or request a refund.

Technical Issues with Hardware

If you’re having trouble with your Square hardware, try the tips in the following Support Centre articles before submitting a guarantee claim:

If you’re having technical issues with any of your third-party hardware accessories, visit the manufacturer’s site for troubleshooting tips. Here are some of the manufacturers’ websites of the hardware you can use with the Square app:

Square Hardware Limited Guarantee

Square Reader is covered by a one year limited guarantee.

We want to make sure you’re back to business as quickly as possible. If you’ve already attempted troubleshooting common problems and you’re still having issues with your hardware, follow these steps:

  1. Complete the guarantee claim process for your Square Reader or Dock in our Online Shop.
  2. We’ll ship you a replacement, with any accompanying accessories. The replacement hardware should arrive in 2 - 3 business days.
  3. Send us your old hardware within 14 days of receiving your replacement. Use the same box that your replacement hardware arrived in and apply the DHL label we’ve provided via email after the claim has been completed.

Important: Make sure you return your old Square hardware within 14 days of receiving your replacement. Otherwise, we’ll assume you want to keep both units and charge the cost of the new hardware to your payment card on file.

Third-Party Hardware Guarantee Claims

If you have issues with third-party hardware accessories, contact the appropriate manufacturer for your hardware.

Return Storekit bought Third-Party Hardware

For any hardware purchased on the Storekit site, you can return this within 30 days after the original purchase date for a full refund. Please visit the Storekit returns site for further details.

Return Square Hardware

There is a 30-day return policy on all hardware purchased directly from Square. To return your hardware:

  1. Locate your Order ID number on your original order confirmation email.
  2. Complete the return form.
  3. Use the shipping label we will send to your email address to send back your hardware.
  4. Include all cords, the original packaging and the original packing slip with your return.
  5. When your return has been received (with all of the original hardware included), you’ll receive a refund that should post in 5-7 business days.

Square products purchased through third-party retailers must be returned according to the return and refund policy of the retailer.