How to Return Your Router to bOnline

Modified on Sat, 28 Mar at 9:44 AM

This article explains how to return your router to bOnline through the RMA (Return Merchandise Authorisation) process. An RMA is used to return a router for a refund, credit, repair, or replacement.

Reasons you may need to return a router

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 the Technical Support team to confirm the issue and avoid unnecessary returns.

Return conditions

Full refunds or credits are usually only available if the router is returned within 30 days and in good condition.
Reduced credits may apply if the original box or packaging is missing or damaged, if parts such as cables, clips, or manuals are missing, or if the router is marked or damaged.

How to request an RMA

To start a return, speak to a Live Support Agent through the Live Chat feature on this page, or call 0203 617 9950.

You will need to 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 router

What happens next

Once your RMA has been raised:

You will receive an email with your PRMA (ProVu RMA) reference number and return instructions.
Do not return anything before receiving this email.

How to return the router

Pack the router securely with all its parts, ideally in its original box.
Place the boxed router into a larger outer box or bag.
Write the PRMA reference number on the outer packaging.
Send the package to the return address provided in your email.
Reply to the PRMA email with a photo of the postage receipt as proof of return.

After the return

Once received, the router is inspected by the supplier.
Refunds, credits, or repairs will be processed accordingly.
PRMAs remain open for 2 weeks. Return your router within this time.

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