This article covers warranty coverage for your Family Hub and how to file a claim if something goes wrong with your device.
WHAT WE'LL COVER
How do I file a warranty claim?
What happens after I file a claim?
Will my Family Hub settings transfer to my replacement device?
What if my device arrived damaged?
What about replacement parts and accessories?
What does the warranty cover?
Your Family Hub comes with a 1-year limited hardware warranty, starting from the date your order ships. The warranty covers manufacturing defects and hardware failures under normal use, including:
- Damaged product (defect-related)
- Device not turning on
- Not charging
- Screen not responding
- Unresponsive buttons
- Connectivity failure
- Missing components
The warranty does not cover damage caused by the customer during the ownership period, including but not limited to:
- Physical damage from drops or impacts
- Liquid damage
- Damage from unauthorized modifications or repairs
- Any other misc. Damage
Please review our full Warranty Policy for full details.
How do I file a warranty claim?
You can start a warranty claim directly from your Shopify order confirmation or shipping email. There is no need to factory reset your Family Hub first, our team will take care of that for you!
- Open your Greenlight order confirmation or delivery email from Shopify and click the returns link inside
- Enter your order number and email address to locate your order
- Click "Start Return"
- Follow the on-screen prompts and select the return reason that best matches your issue (for example: Warranty – Missing Components)
- Choose how you'd like to receive your return label — either a QR code to show at USPS, or a printable label to attach to your package
- Drop off your device at your nearest USPS location
Can't find the email or need help filing? Contact Greenlight Support and we can start the claim on your behalf.
What happens after I file a claim?
All approved warranty claims result in a replacement device — we don't offer repairs. Here's what to expect once you've dropped off your return:
- Shipping to our warehouse: Allow up to 1 week for your device to arrive after drop-off
- Inspection: Our team will inspect the device within 1–2 business days of receiving it
- Replacement order: Once your claim is approved, we'll create and ship your replacement order, which takes up to 1 week to arrive
Total turnaround time is approximately 2 weeks from the date you drop off your device. If you have questions about the status of your claim at any point, reach out to Greenlight Support and we'll be happy to check on it for you!
Will my Family Hub settings transfer to my replacement device?
If you have an existing Greenlight financial account, all of your family member’s information will stay the same!
Your Family Hub subscription stays with your Greenlight account too, not your device. If your Family Hub is replaced under warranty, you won't lose any information from the features you’ve set up already— just activate your replacement device and everything picks up where it left off.
To get started with set up, please visit the Greenlight Family Hub: Getting started guide
What if my device arrived damaged?
If your Family Hub arrived with damage, contact Greenlight Support as soon as possible with:
- Your order information
- Photos of the damage
Please keep the original packaging in case it’s needed for a warranty claim and return process.
What about replacement parts and accessories?
For replacement power cables, adapters, or other accessories, contact Greenlight Support. We'll help you find the right solution!
Still need help? We're here for you.
Text us at 404-974-3024 | Call us at 888-483-2645
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