I received a defective product

  Quick response  

If you received a defective product from Supernote Europe, please do not return it without contacting support first.

• Most issues can be identified quickly with basic checks.
• Some problems can be resolved without returning the product.
• Our support team must validate the issue before any return or replacement.

Important to know (before contacting support)

Supernote Europe handles sales and support for European customers
Do not send any product back without prior approval
Unapproved returns may be refused or delayed

Step 1 – Confirm the issue

Before contacting support, make sure the issue is not caused by settings or usage.

• Restart the device.
• Check our troubleshooting articles related to your issue.
• Confirm that the problem occurs consistently.

Step 2 – Gather the required information

To help us process your request quickly, prepare the following:

• your order number from Supernote Europe
• the device model (A5 X / A6 X / A6 X2 Nomad)
• a clear description of the issue
• photos or videos showing the defect

Step 3 – Contact Supernote Europe support

Once the issue is confirmed, contact Supernote Europe customer support.

Our team will review your case and inform you of the next steps (troubleshooting, replacement, or return).

What is considered a defective product

• device not powering on out of the box
• screen defects not caused by impact
• hardware malfunctions under normal use
• accessories not functioning on first use

What is NOT considered a defect

• damage caused by drops or impact
• normal E-Ink behaviour (ghosting, refresh artefacts)
• issues caused by misuse or unauthorized modifications

When should you contact support?

Contact Supernote Europe customer support if:

1. the product is defective upon arrival
2. the issue cannot be resolved using troubleshooting guides
3. the defect appeared shortly after first use

Remember to specify:

• your order number (Supernote Europe)
• your full name and email used at checkout
• photos or videos clearly showing the issue