Short answer: Stripe handles returns and replacements for Stripe card readers, not Payment for Stripe. If you bought the reader from Stripe, you can return it or claim a replacement from your Stripe Dashboard. We can't process either one for you.
Before you send it back
- Try the quick fixes first. See M2 won't turn on if it's dead, or card reader not found if it just won't connect.
- On a Stripe Reader M2, flashing lights for 30 seconds mean Stripe's tamper or integrity check tripped. Start a warranty claim.
Broken reader: warranty claim
Stripe covers defective materials and workmanship for one year from purchase. Cables and accessories aren't covered.
- In your Stripe Dashboard, open the Readers page and click the overflow menu (⋯).
- Click Start warranty claims and enter the reader's serial number.
- If it's under warranty, pick a reason, add photos, and describe what's wrong.
- Add the shipping address for the replacement and submit.
Stripe's support team reviews a claim within 48 business hours. If it's approved, you get an email with the replacement details and a return label if they need the broken reader back. To check on a claim, open the same menu and click Manage warranty claims. Details are in Stripe's warranty claim guide.
Changed your mind: returns
For a reader you ordered from Stripe, open Hardware orders in your Stripe Dashboard at dashboard.stripe.com/terminal/hardware_orders, choose the order, and click Return Order (in some countries it's Contact Support instead). Stripe refunds returns made within 30 days of purchase, in the original packaging with all accessories. See Stripe's return policy.
Bought it somewhere else?
Stripe can't process returns or refunds for readers bought through another seller, so contact them. Stripe checks the serial number when you start a warranty claim, and a reader that isn't under warranty can't be replaced.
Still stuck?
Contact us from the app: open the menu, tap Help, then tap the mail icon in the top right. We'll help you work out which route fits. Your payments aren't affected while the reader is out of service. You can still enter cards manually.