Returns
Unopened, unregistered hardware may be returned within 30 days of delivery for a refund less a 15% restocking fee and original shipping. Contact us for an RMA number before shipping anything back — returns without one cannot be matched to your order.
What cannot be returned
- PrimeCare, PrimeCare+ and SpeedFusion licenses once activated. Activation is irreversible at the manufacturer, so this is not a policy we can waive.
- eSIM and data plans once provisioned.
- Devices registered to an InControl2 organization other than ours.
- Custom-configured units, unless the fault is ours.
Faulty on arrival
If a device is dead or faulty within 30 days, we replace it — advance replacement, shipped before we receive yours back, at our cost both ways. Tell us what it is doing and we will confirm on the phone rather than making you prove it in writing.
RMA under warranty
After 30 days, warranty replacement runs through Peplink. We handle the RMA on your behalf: we raise it, we chase it, and where we have the unit in stock we will often ship a replacement first. Devices with an active PrimeCare plan qualify for faster manufacturer turnaround.
RMA requests: support@peprouter.com or +1 (224) 302-0424.