Square Hardware Limited Warranty and Returns
Any piece of Square hardware can be returned directly to the original point of purchase whether that be the Square Shop or a physical retailer in accordance with the retailer's return and exchange policy.
For some hardware and accessories, you’ll have to contact our Support team and obtain approval before submitting a warranty claim. Review the table below for respective troubleshooting articles, warranty coverage time frame, serial number location and support contact requirement for hardware warranties.
Learn more about Square’s Hardware Policies and Limited Warranty coverage.
| Square Hardware & Accessories | Troubleshooting | Warranty Coverage Time Frame | Contact support? | |
|---|---|---|---|---|
| Square Reader (1st and 2nd generation) | Square Reader Troubleshooting | One year | No | |
| Dock for Square Reader (1st generation)** No longer available for sale. |
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| Square Stand (1st generation)*
Square Stand (2nd generation) |
Square Stand (1st and 2nd generation) Troubleshooting | One year | Yes | |
| Accessory Kit for Square Stand (1st generation) (USB hardware hub, power adapter and power cable) | ||||
| Hub for Square Stand (2nd generation) | ||||
| Square Terminal | Square Terminal Troubleshooting | One year | Yes | |
| Hub for Square Terminal | ||||
| Square Register | Square Register Troubleshooting | Two years | Yes | |
| Customer Display for Square Register | ||||
| Hub for Square Register | ||||
|
*Square Stand (1st generation): If you are returning Square Stand for iPad (2019, 2020), iPad Air (2019) or iPad Pro 10.5", enter the 16-character serial number. For Square Stand for iPad (2017, 2018), iPad Pro 9.7" and iPad Air (1, 2), enter the 14-character serial number. This return does not include the Square Reader (1st generation) or Dock for Square Reader (1st generation) that may have been included with your Square Stand purchase. If you need to return these items, please submit them as a separate warranty.
**Dock for Square Reader (1st generation): No longer available for sale, but you can still submit a warranty claim as long as you are within the warranty coverage time frame. |
Shipping Information
Your replacement hardware will ship once you successfully place your warranty claim in Square Shop. For all products listed above, shipping speeds may differ based on a variety of factors. For the most up-to-date shipping estimates and tracking information, see your warranty confirmation email.
How to Submit a Warranty Claim
If you’re having trouble with your hardware, visit the Support Centre articles above to troubleshoot. If you’ve already attempted troubleshooting common problems and you’re still having issues with your Square Hardware, follow the steps below.
- Sign in to your Square account to start the warranty claim process.
- Select the serial number or product you want to file a warranty claim for from the list of eligible devices or enter the full serial number (14-16 digits) and select Look up serial number.
- If you enter a serial number for a device that is not associated with your account and is eligible for warranty, select Add this device. Once the device is added, you’ll see a confirmation message.
- Note: Ineligible devices outside of the warranty period will not be listed.
- Choose a reason for the exchange from the drop-down menu.
- Select Continue to view or edit your shipping address.
- We recommend using a physical address for delivery as there may be a slight delay or issues if being shipped to a P.O. Box.
- Select Continue and enter your billing information.
- Note: You will only be charged if we do not receive the original hardware within 14 days of Square delivering the replacement hardware.
- Select Continue and review your shipping and billing information.
- Select Submit claim to complete the warranty claim. You will also receive a warranty confirmation email of your warranty submission. This email will include a link to generate the prepaid shipping labels.
- Within 14 days of receiving your replacement hardware, send us your old hardware including all original cables and accessories. Use the same box your replacement unit arrived in and apply the prepaid label provided in your confirmation. Make sure to remove any previous addresses and/or barcodes.
- Enter your phone number to receive text messages with tracking updates.
- Contact our Support Team to obtain approval to submit a warranty claim.
- Sign in to your account to start the warranty claim process.
- Select the serial number or product approved by our Support team from the list of eligible devices.
- Choose a reason for the exchange from the drop-down menu.
- Select Continue to view or edit your shipping address.
- We recommend using a physical address for delivery as there may be a slight delay or issues if being shipped to a P.O. Box.
- Select Continue and enter your billing information.
- Note: You will only be charged if we do not receive the original hardware within 14 days of Square delivering the replacement hardware.
- Select Continue and review your shipping and billing information.
- Select Submit claim to complete the warranty claim. You will also receive a warranty confirmation email of your warranty submission. This email will include a link to generate the prepaid shipping labels. Square will pay for shipping both ways.
- Within 14 days of receiving your replacement hardware, send us your old hardware including all original cables and accessories. Use the same box that your replacement unit arrived in and apply the prepaid label provided in the confirmation email. Make sure to remove any previous addresses and/or barcodes.
- For Square Register: If you have the 2-metre Customer Display cable, please do not send it back. Your replacement equipment will not include a new extended cable.
- For Square Reader: If you have the 2-metre Extended USB-C cable, please do not send it back. Your replacement equipment will not include a new extended cable.
- Enter your phone number to receive text messages with tracking updates.
Square Hardware Serial Number Location
| Square Hardware & Accessories | Serial Number Location |
|---|---|
| Square Reader (1st and 2nd generation) | The 16-character serial number is located on the back of your Square Reader. |
| Dock for Square Reader (1st generation) | The 16-character serial number is located on the bottom of the box your Dock for Square Reader came in. |
| Square Stand (1st and 2nd generation) | The 16-character serial number is located inside of the Square Stand iPad cradle underneath your iPad. |
| Accessory Kit for Square Stand (1st generation) (USB hardware hub, power adapter and power cable) | The 14-character serial number is located on the USB hardware hub. |
| Hub for Square Stand (2nd generation) | The 16-character serial number is located on the bottom of your Square Stand hub. |
| Square Terminal | The 16-character serial number is located on the bottom of your Square Terminal. |
| Hub for Square Terminal | The 16-character serial number is located on the bottom of your Hub for Square Terminal. |
| Square Register | The 16-character serial number is located on the back of your Square Register seller display. |
| Customer Display for Square Register | The 16-character serial number is located on the back of your Square Register customer display when in undocked mode. |
| Hub for Square Register | The 16-character serial number is located on the back of your Square Register hub. |
Return Hardware Purchased from Square
Square offers a 30-day, risk-free return policy on all hardware purchased from Square Shop. To return your hardware:
Locate your Order ID number on your original order confirmation email.
Include all cables and accessories, the original packaging and the original packing slip with your return.
Upon receiving your return, Square will refund your payment card after confirming that all hardware is included. Refunds will be issued to the original purchasing card within seven business days.
Square products purchased through third-party retailers must be returned in accordance with the respective refund and exchange policy of the retailer.
Create Return Labels
To create or print a return label, follow the instructions in the section above for normal 30-day returns. Once you have completed the return form, an electronic return label will be generated and can be saved to or printed from your personal computer.
For warranty returns, see your warranty confirmation email. This email will include a link to generate the prepaid shipping labels.