Warranty & Returns
VPN'S N ROUTERS configuration specialists installs DD-WRT firmware on all routers. By replacing factory firmware with DD-WRT firmware, manufacturers will no longer honour their product warranty.
We are confident that every router sold will function as advertised; as we do open, inspect, upgrade, configure, and then test all Routers before they get shipped out. That is why we guarantee you will receive a working unit and offer our own 90-day hardware warranty included with all DD-WRT or Tomato routers purchased from our website.
We are also happy to offer a wide range of refurbished routers to provide customers with additional savings opportunities. All warranty options available for brand new routers apply equally to our line of refurbished routers.
Since we are so certain you will be happy with your upgraded and super secure network, all routers purchased from vpnsnrouters.co.uk also come with a 14-day satisfaction guarantee.
Please read the warranty and return section below in detail before placing an order or returning an order. Our goal is to make any return process as smooth and transparent as possible for all customers. If the router you purchased does not work out for your needs we still want you to be satisfied with your purchasing experience.
You must contact the our support team at support@vpnsnrouters.co.uk within 7 days from the date you received your router in order to be eligible for free return shipping.
If you are not satisfied with the performance of your router our support team is always there to help optimise your setup. However, if it is determined the Router is not able to serve your needs as desired after trying it out for up to 14 days, then you can pay to return the Router and you will only be charged a £20 restocking fee.
Once we receive the return, it will be inspected and you will be refunded accordingly based on the original purchase price of your Router. This does not include any initial shipping costs associated with your order.
The item must be fully functional and have no signs of cosmetic damage for you to receive the maximum refund. If you do not include the original box, (or damage the packaging), or any router accessories you may also be charged an additional restocking fee as indicated.
- Ethernet Cable: £12
Power Source: £25-£35 (Depending on router model)
Antennas: £25 per antenna
Router Stand: £10
Box: £20
Cosmetic Damage: Up to £45
We will not accept any returns of working routers after 14 days from the date you received your router.
If you would like to upgrade your Router to a newer or more powerful model within the first 30 days of your purchase then we will waive the £20 restocking fee. You will still need to cover return shipping of the original router purchase back to our offices as well as the difference in cost with the new router you would like to receive.
90-Day Hardware Warranty
A 90-day hardware warranty is included free with the purchase of all routers from vpnsnrouters.co.uk
If your router suffers hardware failure (not from misuse) within 90 days from the date you received the unit then we will replace your router with a fully tested unit. The customer will be required to pay for return shipping of the faulty unit back to our offices located in Staffordshire.
If the router is completely power dead, ports are broken, wireless signal is not broadcasting, providing this is not down to misuse/damage then you are covered by our 90-Day warranty.
You will then have 2 options for receiving your replacement unit.
Option #1: Process another order for immediate shipping and as soon as we receive the returned device back and tested it in our offices we will issue you a refund for the new purchase.
Option #2: Ship your faulty router back to our office and as soon as we receive the unit and tested it our returns department will have a replacement unit shipped out to you at no extra cost.
You must contact the our support team for an RMA number before returning a router for warranty replacement. If you do not receive approval for a return then you will not be eligible for a replacement unit.
If we do not receive your router return within 30 days from the date your RMA was issued then you will no longer be eligible for replacement until you receive another RMA number and it is still within your warranty coverage period.
What is not covered with our Warranty?
Items that have been clearly damaged either by the customer or during the return process are not eligible for a full refund. This includes any dents scratches, or moving part inside the router.
If wireless signal speeds are not as fast as you had hoped, we have a variety of solutions available to optimise your wireless network speed and performance. However, due the variety of external factors contributing to wireless speeds, such as your ISP’s provided bandwidth, the size of your home or office, and the thickness of the walls in your home or office, returns for this reason will only be accepted under the 14-day satisfaction guarantee.
If your configured VPN connection speeds are slow, we offer a variety of solutions and will work with you to find the best VPN provider and settings for your network. However, VPN speeds are very reliant on the VPN service and protocols you are using. We cannot guarantee the speed of VPN. If you are connected with a VPN provider through your Router and you have a specific speed related issue, returns for this reason will only be accepted under the 14-day satisfaction guarantee.
Accessories Warranty
All Accessories purchased from vpnsnrouters.co.uk are shipped out with manufacturer seals and are unopened. These accessories all come with manufacturer warranties as listed on respective product pages.
We will accept returns for refund or replacement on accessories only within 14 days from the date you received your order. After 14 days you must contact the manufacturer for any warranty replacements.
Accessories must be returned with all original packaging and with no cosmetic damage to receive a refund. A missing box or damage to an item will result in a restocking fee per our discretion.
