If your Card Machine isn’t working properly or you need to return it, we’re here to make things as simple as possible. This article explains how exchanges and collections work, what you need to do, and what to expect from our courier partner DPD.
Exchange
If your Card Machine isn’t working properly, we can swap it for a new one.
When will I get the new terminal?
- If you ask for an exchange before 3 pm on a working day, we’ll arrange it for the next day.
- If you ask for it after 3 pm, it will be arranged for the day after next.
What happens on the day?
DPD will:
- Deliver your new terminal, and
- Collect your old one at the same time
While you wait for the exchange, you can use Teya Tap to keep taking Payments without disrupting your business.
What do I need to send back?
You only need to return the terminal.
Please keep your charger, cables and any accessories, as you’ll use them with the replacement device.
Collection
If you’ve decided to return your Card Machine(s), we’ll arrange for DPD to collect them.
How does the collection work?
- We book the collection
We’ll schedule the collection for the day that suits you best. - You get a confirmation from DPD
DPD will send you an email or SMS with:- Your collection date and time slot
- A link to manage your collection
- You can track or change it
Use the link in the DPD message to:- Check the status of your collection
- Change the time
- Update the address, if needed
Deliveries and exchanges are carried out by DPD, so any courier delays or issues are outside Teya’s direct control. However, our support team is always available to assist you.