How do I return my router to bOnline?

What is an RMA?

RMA stands for Return Merchandise Authorisation. It’s returning a router for a refund, credit, repair, or replacement - usually within the product’s warranty period.

Reasons You Might Request an RMA:

• To return a router for a refund, credit, or exchange (usually within 30 days of purchase).

• To return a faulty router under warranty (routers are covered for 12 months).

Important: Faulty routers should always be checked with our Technical Support team to confirm the issue and avoid unnecessary returns.

Things to Know About Returns:

• Full refunds/credits are usually only given if the router is returned within 30 days and in good condition.

• Reduced credits may apply if:

  • The original box or packaging is missing/damaged.

  • Parts like cables, clips, or manuals are missing.

  • The router is marked or damaged.

How to Request an RMA

• Call us on 0203 617 9950.

  • For refunds/returns, any agent can help.

  • For faulty routers, speak to a Technical Support agent first.

• Provide:

  • The router's MAC address and Serial number.

  • The router's make and model.

  • Your preferred contact email.

  • Your delivery address.

  • If exchanging → the make and model of the new handset.

What Happens Next?

• You’ll receive an email from us with your PRMA (ProVu RMA) reference number and return instructions.

• Do not return anything before receiving this email.

Returning the Handset:

1. Pack the router securely with all its parts (ideally in its original box).

2. Place the boxed router into a larger outer box or bag.

3. Write the PRMA reference number on the outer packaging.

4. Send the package to the return address provided in your email.

5. Send us a photo of the postage receipt as proof of return by replying to the PRMA email.

After the Return:

• Once received, the router is inspected by our supplier.

• Refunds, credits, or repairs will be processed accordingly.

• PRMAs remain open for 2 weeks - please return your router within this time.

Still need help? Get live support in just 30 seconds! Click the chat icon in the bottom-right corner, and we’ll be happy to assist.

Tip: If you'd like a new router sent before returning the old one, you can choose to pay in full for the new device, then receive your credit/refund once the old router has been returned and inspected.