Surface cracked screen or physical damage

Applies to: Surface Devices

Find out your options if your Surface device is damaged or screen is cracked.

There are two ways to send it in and find out how much it’ll cost:

Option 1: Start the replacement process online

Go to Device service and repair to start the process.

  1. Sign in with your Microsoft Account.
  2. Register the device you want to have serviced, or if it's already registered, select the device.
  3. Under Send us your device for service, select Start a Service Order.
  4. Under Pick a category, the Hardware and drivers option is selected by default. This is the option that you want, so don't change it.
  5. Under Select issue type, select Cracked Screen.
  6. Follow the onscreen directions to complete your service order.

Option 2: Get your Surface replaced at a Microsoft Store

Schedule a free appointment at a Microsoft Store near you.


If you’re able to turn on your Surface. Be sure to save any important files and info from your Surface to another computer, drive, or cloud storage service like OneDrive. For more info, see How to prepare your Surface for service.


How much will this cost?

Without Microsoft Complete: If your device doesn't have Microsoft Complete or Microsoft Complete has expired, see the chart below to determine the cost to replace your device.

With Microsoft Complete: For a Surface that is still within the covered warranty period, you can use one of your Accidental Damage Claims to replace your Surface for a deductible fee (see table below). Microsoft Complete is not available in all regions.

  • To be able to use one of your accidental damage claims, you must select Cracked Screen under Select issue type when you create your claim (see Option 1 above).
  • You must have at least one Accidental Damage Claim available to use.

Next steps

Send us your broken device and we'll send you a refurbished device.  


Out of Warranty Costs


If your Surface is no longer covered by your Standard Limited Warranty or Microsoft Complete Extended Service Plan you may be eligible for out-of-warranty service for a fee. The chart below outlines the out-of-warranty service fee by device type.

Out of warranty pricing does not include applicable taxes.

Product Price (GBP)
Surface Headphones 130.00
Surface Book  492.00
Surface Book 2 - 13.5" 492.00
Surface Book 2 - 15" 533.00
Surface Go 181.00
Surface Laptop 2 333.00
Surface Laptop (1st Gen) 333.00
Surface Studio 2 683.00
Surface Studio (1st Gen) 683.00
Surface Pro 6 333.00
Surface Pro (5th Gen) 333.00
Surface Pro 4 333.00
Surface Pro 3 492.00
Surface 3 (LTE)


Surface 3


Surface 2


Surface 2 (4G/LTE)


Surface Pro 2




Microsoft Complete deductible costs

The following table shows the deductible costs for accidental damage claims for customers who have Microsoft Complete. 

Country Currency Cost
Australia AUD 54
Austria EUR 49
Belgium EUR 49
Canada CAD 49
Denmark DKK 460
France EUR 49
Germany EUR 49
Ireland EUR 49
Italy EUR 49
Japan JPY 5400
Netherlands EUR 49
New Zealand NZD 59
Norway NOK 399
Poland PLN 179
Portugal EUR 49
Spain EUR 49
Switzerland EUR 49