If your device is damaged or defective, the next steps and any potential costs depend on who owns the device and how the damage occurred. Below you'll find an overview of the most important scenarios.
🛠️ How does the repair process work?
If your device is damaged or defective, please inform us via
support@lendis.de or by using the "Request a service appointment" function in your Lendis platform (LendisOS).
Repairs usually take around 7 working days.
Here’s how the process works:
We check whether the issue is a hardware defect
You receive shipping or pick-up instructions
The device is picked up by a courier service and sent to our repair partner
We confirm the device’s arrival at the workshop
You receive regular status updates (including any applicable cost information)
Once the repair is completed, the device is returned to you
🔔 Note:
If the rental period of your defective device has already expired or is about to end, Lendis may not offer a repair. Instead, we may propose a (early) cancellation of the affected device with return on favourable terms.
🔧 Damaged/Defective Devices Owned by Lendis
Technical defect or wear and tear
Defect reason: e.g. internal issue not caused by external impact. The repair is free of charge.
Examples:
The device no longer works due to a mainboard defect
⚠️ Damage caused by you or a third party
A deductible usually applies. Deductible amounts (and insurance coverage) depends on who the owner of the device is, and the relavant insurance (see further down.).
Examples:
Water damage
Cracked screen after a fall
🤝 Damaged/Defective Devices Owned by a Financing Partner
Technical defect or wear and tear (within warranty period)
Repairs are free of charge during the warranty period.
Apple devices: 1-year warranty
Other brands: usually 2 years
Damage caused by user or a third party
The damage must be reported to the financing partner as an insurance case.
A deductible applies (e.g. Grenke: €150).
🔎 Important:
If you have a contract where a leasing/financing partner owns the device, please refer to your individual contract and insurance terms, as different rules and deductibles may apply.
Financing partners and insurance coverage overview
| Financing partner | What is typically insured | What is typically not insured |
Deductible per claim |
|---|---|---|---|
| Grenke AG | • Sudden and unforeseen damage • Theft or burglary • Fire or water damage • Electrical defects (e.g., short circuit, surge) |
• Intentional damage • Cosmetic damage without functional impact • Normal wear and tear • Loss without evidence |
usually 150€ |
| ALBIS Leasing AG | • Accidental damage • Theft or burglary • Operational errors • Electrical defects • Fire or water damage |
• Intentional damage • Cosmetic defects • Normal wear and tear • Improper or unauthorized use |
usually 250€ |
| ALSO (ALSO Financial Services) | • Damage or destruction caused by an unforeseen event • Theft and burglary • Operating errors, clumsiness, negligence • Electrical damage (short circuit, overcurrent, overvoltage) • Fire, lightning, explosion, implosion • Water, moisture • Storm, frost, ice, flooding • Vandalism, sabotage • Force majeure |
• Intentional damage by customer • War or civil unrest • Nuclear events • Pre‑existing or known defects • Normal wear and tear, aging, corrosion • Damage from unavoidable external influences of normal operation |
usually 150€ |
| Columbus Leasing GmbH | • Accidental damage • Operating errors • Electrical damage • Theft or burglary • Fire or water damage • Vandalism |
• Intentional damage • Cosmetic damage without functional impact • Normal wear and tear • Certain force majeure risks |
usually 250€ |
Notes:
Insurance coverage may vary depending on the financing partner and individual contract.
Exact coverage scope and deductibles are defined in the respective leasing or financing agreement.
📦 Returning a defective device without prior damage notice (owned by Lendis)
If a device is returned as part of a cancellation (through the normal return process) without previously reporting a defect, then no insurance (e.g. LendisCare) conditions apply. The device will be inspected after arrival.
In such cases, fees will be based on the residual value of the device and an internal grading system.
Example:
The device no longer powers on when received at the warehouse
Details on the evaluation and possible charges can be found here: LINK