The purpose of this is to help determine whether or not your laptop would qualify for replacement under the terms of the XO laptop Limited Warranty. Click here to read our Limited Warranty.

If you believe you have received an XO laptop that does not operate properly, please follow these instructions.

1. Confirm that your laptop is still within the approved replacement policy timeframe which is 30 days from the date you receive your XO Laptop. Product after 30 days of your receipt of the XO Laptop will be deemed ineligible for replacement.

2. Please find the serial number on your XO laptop. It is located under the battery compartment in your XO laptop. You must remove the battery to find the serial number. Instructions on how to remove your battery from the XO laptop can be found at www.laptop.org/gettingstarted.

3. Call customer service at 1-800-201-7144 between 9:00am and 8:00pm Eastern Standard Time, Monday - Friday.

4. The customer service center will validate the problem you are having, confirm that your XO laptop is approved for replacement and gather contact information from you.

5. Customer service will assign a Return Merchandise Authorization (RMA) number and shipping address to you for the return.

6. You must ship the laptop as follows:

a. Repackage laptop in original box.

b. Include all parts.

c. Securely tape the box.

d. Write the RA number on the outside of the box in the lower right-hand corner in black marker.

e. Ensure the ship to address you are given by customer service is clearly visible.

f.  Ensure you include a return address in the upper left-hand side of the box.

g. Ship the box to the specific address with the RA number visible.

7. Laptops will be received at our shipping location and will be tested to verify that the laptop is eligible for replacement and all items required have been included with the replacement request.

8. If the laptop is eligible for replacement, a replacement laptop will be mailed to the address specified during your call with the customer service center as outlined in #3.

9. If the laptop is NOT eligible for replacement, i.e., failure is not found, the ORIGINAL laptop will be returned to you.

Replacement laptops will be made as quickly as possible but are dependent upon verification and testing procedures that could take up to one month in duration.