Damaged Square Terminal

[Seaglassassoc]

I recently purchased 2 terminals and one of them is showing a line going from the top to the bottom of the screen. In the keyboard section, it is showing black. This is a new product that I purchased and when I speak to someone on the chat, they are referring me to Hardware support and not sales. Who do I need to reach out to for me to be able resolve this and get a new Square terminal?

[TheRealChipA]

Hey @Seaglassassoc.  Here’s a link to Square’s Hardware Warranty information.  You’ll need to contact support to get authorization for a warranty return.  But once you’ve done that the document contains the necessary steps.

[RobynR]

Hey @Seaglassassoc,

Thank you for bringing this to our attention. This is definitely not the experience we aim to provide.

Square offers a 30-day, risk-free return policy on all hardware purchased from Square Shop.

To return your hardware:

1. Locate your Order ID number on your original order confirmation email.
2. Complete the return form. You will receive a return confirmation email. This email includes a link to generate the prepaid return shipping labels. Square will pay for return shipping.
3. Do not use any other shipping label besides the Square-provided return label. Your refund will not be processed if you ship your return without a Square-provided shipping label.
4. Include all cables and accessories, the original packaging, and the original packing slip with your return.
5. Upon receiving your return by our warehouse, Square will refund your payment card after confirming all hardware is included. Refunds will be issued to the original purchasing card within 10 calendar days of the warehouse receiving and validating your return.

Note: Make sure to use the shipping label we provide when you complete the return flow.

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