Refund & Exchange Policy
orbirouter — Your trusted source for Netgear routers, mesh systems & networking accessories
At orbirouter, we stand behind every Netgear router we sell. Your satisfaction is our priority. Below are our clear guidelines for refunds and exchanges on Netgear networking products.
1. Refund Eligibility
You may qualify for a refund if:
- Defective hardware — The Netgear router fails to power on, has faulty ports, or exhibits consistent connectivity issues despite proper setup.
- Unresolvable technical issues — After troubleshooting with our support team, the product remains non-functional for its intended use.
- Significant mismatch — The delivered product differs materially from its description (e.g., wrong model, missing features).
Non-refundable cases:
- ✖ Change of mind after delivery (router works as intended)
- ✖ Customer ordering errors (e.g., selecting the wrong model)
- ✖ Damage caused by improper installation, power surges, or physical abuse
- ✖ Activated software subscriptions or digital licenses bundled with routers
2. Timeframe for Refunds
30 days from purchase date
All refund requests must be submitted within this window
Consumer protection exceptions
Longer periods may apply where required by law
3. How to Request a Refund
Email our team
Send your request to returns@orbirouter.shop
Include details
Provide your order number and a detailed issue description (photos/videos of defects are helpful).
Review
Our support team will review your request within 3 business days.
Refund issued
Approved refunds are processed to your original payment method.
4. Refund Processing
Approved refunds
7-10 business days
Returns to
original payment source
Bank processing
3-5 additional days
5. Partial Refunds
We may issue partial refunds in the following situations:
- Returned routers show signs of use, missing accessories (power adapter, antennas, cables) beyond normal inspection.
- Special circumstances where a full refund isn’t warranted but customer goodwill applies.
- Items returned after the 30-day window but within an extended grace period approved by support.
6. Exchange Policy
We offer exchanges for:
- Defective products — Same model replacement (if available) or comparable Netgear router.
- Incorrectly shipped items — We sent the wrong router model; we’ll ship the correct one at no extra cost.
Exchanges are subject to product availability and approval by our support team. Shipping costs for exchanges are covered by orbirouter when the error is on our part.
7. Non-Refundable Items
These items are clearly marked at the time of purchase.
8. Technical Support First
Before requesting a refund, give our support team a chance to help. Many Netgear router issues can be resolved remotely:
Most connectivity, speed, and setup concerns are resolved without returning the router.
9. Policy Updates
We reserve the right to modify this refund and exchange policy. Changes will be posted on this page with an updated effective date. Your continued use of our services constitutes acceptance of any revised terms.