> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://plugheurapp.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
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# 🔒 What should I do if I lose or my external battery is stolen?

**🔒 What should I do if I lose or my external battery is stolen?**

If you’ve lost your external battery or it has been stolen, please contact our customer service as soon as possible via **Chat.**
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### ⚠️ Attention: You are responsible for the borrowing
* Each borrowing is tied to your **📱 mobile phone number**, which makes you personally responsible, even if you borrowed the battery for someone else.  
* If you decide to lend the battery to someone else, do so **at your own risk**. In case of loss or theft by the person you lent it to, **you remain responsible** for the battery, as stated in our terms and conditions.  
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### 💶 Replacement fee
* If the battery cannot be recovered, a fee of **€45** applies. This covers the cost of the battery itself, as well as its customization and the shipping required to replace the lost one.
* Payment is handled through an **automated message** with instructions that you will receive.
* We are **not able to track or trace** a lost or stolen battery.
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💡 **Tip:** Always keep the battery with you and return it on time to avoid any issues. If you have questions or concerns, don’t hesitate to contact our customer service! 😊  
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