Return Policy

routerstore.com is a business-to-business supplier of industrial routers, IoT gateways, antennas, and connectivity products. This page sets out our returns and warranty policy for all purchases made through routerstore.com.

If you have a question about a return before reading the full policy, contact us at support@routerstore.com or call 0300 124 6181 and we will advise the correct route.

Policy at a glance

Faulty or defective products: covered under manufacturer warranty for repair or replacement. Contact us first to confirm the fault before returning anything.

Incorrectly ordered items: returns accepted within 14 days of delivery. Products must be unused, in original packaging, and an RMA number must be obtained before returning.

Return shipping: the customer is responsible for return carriage costs unless the item is confirmed faulty by our team.

Warranty and Faulty Products

All products sold through routerstore.com are covered by the manufacturer warranty. Standard Teltonika products carry a two-year warranty. Other brands vary – the warranty period is listed on the relevant product page.

Warranty covers defects in materials and workmanship under normal use. It does not cover physical damage, liquid ingress, or damage caused by incorrect installation (for example, connecting an 802.3af PoE injector to a router rated for passive PoE only).

How to raise a warranty claim

  • Contact us before returning anything. Email support@routerstore.com with your order number and a description of the fault. Our UK-based technical team will assess whether the issue can be resolved remotely through configuration or firmware update. Many reported faults are resolved at this stage without a return.
  • RMA authorisation. If our team confirms the product is defective, we will issue an RMA (Return Merchandise Authorisation) number and provide a returns address. Do not return goods without an RMA number – unidentified returns cannot be processed.
  • Pack and return the unit. Package the product securely, include all original accessories, and write your RMA number clearly on the outside of the parcel. We recommend using a tracked service.
  • Assessment and resolution. Once received, the product is assessed. Confirmed warranty faults are resolved by repair or replacement at our discretion. We aim to complete warranty resolutions within 10 working days of receiving the unit. We will notify you by email when the replacement or repaired unit has been dispatched.

For products under active warranty, we will cover the return carriage cost if our team has confirmed the fault prior to return. Return shipping costs for products that are assessed as non-faulty (no fault found) will be recharged to the customer.

Incorrectly Ordered Items

We understand that mistakes happen, particularly where products have multiple variants or order codes. We accept returns for incorrectly ordered items subject to the following conditions.

Conditions

  • The return request must be made within 14 days of the delivery date.
  • The product must be unused and in its original, undamaged packaging with all accessories present.
  • Products that have been installed, powered on, or configured cannot be returned as incorrectly ordered.
  • An RMA number must be obtained before returning the item – returns without an RMA number will not be accepted.
  • Custom-configured or special-order items cannot be returned unless they are faulty.

How to request a return for an incorrectly ordered item

  • Email support@routerstore.com with your order number, the product you received, and the product you need. Where possible, include the correct order code. This helps us confirm availability and arrange an exchange at the same time.
  • Complete the RMA form. Our team will send you a short RMA form to complete. This records the reason for return and confirms the product condition. Once submitted and approved, you will receive an RMA number by email.
  • Return the item. Write your RMA number clearly on the outside of the parcel. Package the unit securely in its original box. Use a tracked courier service. The cost of return shipping for incorrectly ordered items is the customer’s responsibility.
  • Credit or exchange. Once we have received and inspected the returned item, we will issue a credit note or process an exchange for the correct product. Credit notes are applied to your account and can be used against any future order. Refunds to the original payment method are available on request and processed within 5 working days of inspection.

A restocking fee may apply in some cases. We will confirm this before you proceed with the return.

Items Damaged in Transit

Inspect your delivery on arrival. If packaging shows visible damage, note this with the carrier before signing. If you discover transit damage after opening the parcel, email support@routerstore.com within 48 hours of delivery with photographs of the outer packaging and the damaged product. We will arrange a replacement or credit at no cost to you.

Contact

All returns enquiries should be directed to our support team in the first instance. Our UK-based team can advise on the correct process, confirm warranty coverage, and issue RMA numbers.

This policy applies to purchases made through routerstore.com. routerstore.com is operated by Millbeck Communications Ltd. Registered in England and Wales. Nothing in this policy affects your statutory rights.