Router Returns Process – Direct Customer

Router Returns Process – Direct Customer

In the event, a replacement router is required as part of the exiting fault case for a direct customer, Jola will action the following;

Jola will provide a returns label for the router. The customer is to box up and drop off the parcel to the local post office. 

Do not write or apply stickers on the outer box – this will affect the condition of the unit

The package must contain the following; Router, SIM card, SIM tray, power cable + plug, instruction manual and the Box.


Once the original router is received back the router will be tested and will be classified based on the unit condition rules, outlined below:-

A) Faulty = full credit

B) Working = unused/A1 condition = shipping and testing fee applied - £20 + va

C) Working = used/graded condition or parts missing = full purchase cost of router


Customer to place a new order for a router on the system.

Please note
We recommend retaining the SIM card or if the router is shipped with the SIM in the device contact The SIM can be usually found under a void warranty sticker, removing this sticker does not void the warranty of the device.

If your unit was ordered with CPE Fixed IP, please ensure you cease this by emailing

Do not write or apply stickers on the outer box of the device – this will affect the condition of the unit as outlined above

Returns Address
Support Team
Jola Cloud Solutions
Whitely Mill Offices
39 Nottingham Road

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