Router Returns Process - Resellers

Router Returns Process - Resellers

A case must be raised with Support to try and troubleshoot the issue remotely, Support will then advise whether to return the router.

Reseller to ship original router back to Jola (address below). The returned unit must include all original items (including the box) and a printout of the support case that shows the Subject Line of the fault discussion

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

A) Faulty = full credit 
B) Working = unused/A1 condition = credit 75% of purchase price 
C) Working = used/graded condition or parts missing = no credit. Reseller can request Jola to:-  a) arrange disposal of unit –cost £6; b) return to the reseller – cost £12  c) Provide Jola with a pre-paid postage lable.

Please note
We recommend retaining the SIM card or if the router is shipped with the SIM in the device, a SIM Swap or Cease Request must be submitted via Mobile Manager. 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

The reseller would purchase a replacement via Mobile Manager or their Account Manager

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

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