How do I get my Fitbit repaired or replaced under warranty?

warranty for Fitbit

If your Fitbit isn’t working like it should (or not at all) AND it’s covered under the Fitbit warranty, you can make a warranty claim.

The trick is to figure out if your device is still covered under the warranty AND if the damage to your device is from a manufacturing defect or problem OR from regular wear and tear.

Related reading

What coverage does the Fitbit warranty offer?

Fitbit’s includes a standard one-year limited warranty for the US and two-years for the European Economic Area (EEA) that covers both the device and the wristband(s) that came packaged with the device.

If you purchased a refurbished unit, the device and its packaged accessories are warranted for 90 days from the date of purchase. warranty details for Fitbit devices both new and refurbished

Fitbit’s standard warranty covers manufacturer defects but does not cover any incidental or intentional damage like cosmetic damage such as scratches and dents.

The company also offers an extended warranty for US customers called the Fitbit Protection Plan (FPP) through Square Trader which covers your device for 2 total years. FPP Fitbit Protection Plan extended warranty by Square Trade

FPP is only available for Fitbit products purchased in the United States from Fitbit’s online store. FPP also covers some accidental damage. You must purchase FPP within 30 days after your purchase.

Warranties start from the date of sale or shipment or if you received it as a gift without proof of purchase, from the date you first connect your gifted Fitbit to the Fitbit app or Fitbit’s website.

If your Fitbit is past the warranty period and the warranty expired

When verifying your warranty information, you may be told that your product doesn’t meet the replacement requirements for Fitbit’s warranty policy.

Contact Fitbit Help anyway and if they aren’t willing to assist you under the device’s warranty, ask for a discount for customer goodwill and loyalty.

Review how you purchased your Fitbit

Another option is to check how you purchased your Fitbit, many credit cards offer extended warranties on these types of products.  You may even be eligible for an extended warranty replacement. credit cards often offer extended warranties on electronics including Fitbit

Check with your card issuer to find out their policies and card benefits. Many double the manufacturer’s warranty by default.

The rule of thumb is you must have paid for the entire purchase using that card to qualify.

Before you contact Fitbit for warranty service

  1. Make sure you verify your Fitbit warranty coverage (1 year for US customers and 2 years  fo EU from the date of purchase or 90 days for refurbished devices)
    1. If you do not have a receipt and you received the Fitbit as a gift, the warranty starts when you first use the device and connect it to the Fitbit app or online Fitbit dashboard
    2. Did your warranty already run out? Check with your credit card company or ask if Fitbit can offer discounts on potential replacements
  2. Know the serial number for your device
  3. Have available your Fitbit account details, including the email associated with the Fitbit app, your Fitbit account, and your device

Where is your Fitbit’s serial number?

Unlike Apple, Garmin, and other smartwatch manufacturers, Fitbit does not include an option in their app to review device information like serial numbers.

For Fitbit smartwatches,

  1. Tap the Back button on the left
  2. Go to Settings
  3. Scroll and tap Regulatory Information
  4. Find your serial number there, usually 12 characters containing numbers and letters. Fitbit serial number on smart watches under regulatory informations

Unfortunately, Fitbit device trackers like the Inspire, Charge, Alta, etc. do not include the serial number in the Settings screens.

Locate the original Fitbit box and packaging original Fitbit Inspire HR box

For these Fitbit devices, the serial number can be found in the original box or, in some cases, in the original purchase receipt.

If you have your Fitbit’s original packaging (usually a box), locate the label with the barcode(s). Under the non-UPC code, you find your device’s serial number.

There are two barcodes on your Fitbit’s original packaging box.  One is the usual UPC code and the other, longer one, is the serial number. locate your fitbit's serial number on the original packaging or box

Don’t have your Fitbit’s box or original packaging?

When you don’t have the Fitbit box and you bought your device directly from Fitbit’s online store, review any emails from Fitbit confirming your order and its shipment. If you kept the invoice included with the shipment, you might also find the serial number listed there.

For Fitbits purchased elsewhere, look at the sales receipt.

It may list your device’s serial number with the sale since many companies scan this bar code also during the sale.

Finally, if you are unable to locate your Fitbit’s serial number, try reaching out to Fitbit support (live chat is a good option here.) Ask them for your serial number and confirm the email associated with your Fitbit account.

How to submit a warranty claim with Fitbit

To make any warranty claim, you must contact Fitbit support via Twitter, email, phone call, or live chat.

At that point, the Fitbit support person reviews and verifies your warranty coverage and guides you through your options including any required return authorizations.

Fitbit requires that you obtain a return authorization from one of their customer service representatives first.

After getting a return authorization code, do the following

  1. Include that return authorization information with your returned product
  2. Add a copy of your original purchase receipt to your shipment
  3. If possible, back up your Fitbit’s data to the app by syncing your device and/or export your data from your online Fitbit account using your account’s dashboard Data Export setting
  4. For privacy, we also recommend you return your device back to factory settings by erasing all the data on your device
    1. For smartwatches like the Versa, go to Settings app > About > Factory Reset Factory Reset or Shutdown menu on Fitbit Versa
    2. For trackers like the Charge or Inspire, go to Settings > Clear User Data or Settings > About > Clear User Data clear user data in settings Fitbit Inspire
  5. Only send in the part of the device that’s causing problems. For example, if it’s your Fitbit Versa, do not send in the charger or the bands
  6. Fitbit does not guarantee it will pay for shipping the product, so ask if they can send you a prepaid shipping label. For the fastest service, consider shipping it at your own expense via your preferred carrier
  7. Send the Fitbit device to Fitbit in either its original packaging or packaging that protects the item from harm and damage during shipment. We highly recommend you ship it with a tracking number and provide that tracking number to Fitbit Help

Once you submit a warranty claim, Fitbit will either repair or replace your device.

  1. Repair the Product at no charge, using new or refurbished replacement parts
  2. Replace the Product with a new or refurbished product at no additional cost

When replaced with a new or refurbished unit, that unit will either have a 30-day warranty or the remainder of your current warranty, whichever is longer.

Did your Fitbit band break or start peeling?

Fitbit also guarantees its bands during the warranty period. Fitbit band warranty claim

What Fitbit covers for its broken band warranty

  • Defective bands including defects in materials and workmanship under normal use
  • Bands that break through no fault of your own–for example, bands that break loose from the metal clasp
  • Fitbit does NOT cover damage due to normal wear and tear, accidents, improper use, or any cosmetic damage such as scratches, dents, and so forth

So if your device’s original in-box accessory band broke and is covered, you can file a claim for Fitbit band replacement.

  1. Take photos of your band to prove the problems for the claim
  2. Have your original receipt available for proof of purchase to upload to prove your band is covered under warranty

Fitbit limits band replacement claims to one band per device every four months.

If you have an issue with a separately purchased accessory band or a previously replaced band, contact Fitbit Customer Support via the methods outlined above.

Looking for Fitbit’s return policy? How to return a faulty Fitbit

First, if you purchased your Fitbit from a third-party retailer, contact that retailer to find out their return policy.

Secondly, Fitbit does not issue any device exchanges. Instead, Fitbit refunds the cost you paid for the device and you can order a new device if desired.

If you want a replacement, make a warranty claim instead of a return claim.

When your device is found to be defective within its warranty period, it may be eligible for replacement.

To qualify for a refund from Fitbit, meet the following

  1. Request a return authorization within 45 days of your shipment date
    1. For holiday purchases made between November and December, you must request a return authorization by 31st of January or 45 days from the date of shipment, whichever is longer
  2. Send in both the device and all accessories, including all parts included in the original packaging, in a good physical condition
  3. Include the return authorization number with your return along with a copy of your original sales receipt (if available) or a notice that the Fitbit was received as a gift
  4. Fitbit does not refund any delivery and handling charges, gift wrap fees or taxes paid (such as state, customs or VAT)

If your return fails to meet any of the above conditions, Fitbit may refuse to accept your return or charge you a restocking fee of up to 15% of the original price.

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4 COMMENTS

  1. Hi. I would like to ask if fitbit offers an international warranty. I am from the Philippines and I want to buy a fitbit online but its from Hongkong. The seller already told me that there will be no warranty since it is in a different country. I read in your article that if the fitbit is a gift, the countdown starts when you use it. Does that also apply if the fitbit is bought from another country? I just wanted more confirmation with this. Your answer would be very much appreaciated. Thank you

    • Hi Aurel,

      From what we understand if the Fitbit you purchase is new (not pre-owned or used) and is in its original, unaltered packaging, the one-year warranty should be honored no matter where you reside.

      Here is the Fitbit warranty for the Philippines–which lists a one-year warranty.

      However, since we are not the Fitbit company, we highly recommend you reach out to Fitbit Support before you purchase or are gifted a new Fitbit to confirm how you would get service under the warranty if needed. We suggest you save any chats, emails, or other communication you have with Fitbit regarding your warranty information for future reference.

    • Hi Anna,

      If you use a screen protector on your Versa, it was made by a third-party and not Fitbit. Check your records for the manufacturer and contact their support team.

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