How do I return my router to bOnline?

Modified on Thu, 5 Jun at 10:08 AM

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.

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