30-Day Return Period

You have 30 days from the date of delivery to request a return for a full refund or exchange. To be eligible, your router or mesh system must be in the same condition that you received it: unopened, unused, and in its original packaging.

Defective or Damaged Items

If your router is experiencing technical issues or arrived damaged, please contact our support team immediately for fast resolution.

Hardware Defects

Items that fail due to manufacturing defects within the warranty period will be eligible for a replacement or repair at no additional cost.

Shipping Damage

Please report any physical damage within 48 hours of delivery to ensure full coverage. Include photos of the damaged packaging and product.

Non-Returnable Items

We cannot accept returns for the following scenarios:

• Items returned more than 30 days after delivery.
• Products with missing serial numbers, UPC codes, or original packaging.
• Software or digital licenses once they have been activated.
• Routers showing physical damage, water damage, or tampering.

How to Start a Return

Initiating a return is simple and transparent. Follow these steps:

1. Email our support team at returns@citylink.click with your Order Number and the Reason for Return.
2. Include clear photos if the item is defective or damaged.
3. Once approved, we will provide you with a Return Merchandise Authorization (RMA) number and shipping instructions.
4. Pack the item securely in its original packaging, write the RMA number on the outside, and ship to our returns center.

Refunds

Once we receive and inspect your item, we will notify you of the approval or rejection of your refund.

Approved Refunds

Will be processed back to your original payment method within 5–7 business days after approval. You'll receive a confirmation email once the refund is issued.

Shipping Costs

Original shipping charges are non-refundable. For non-defective returns (change of mind / no longer needed), the customer is responsible for return shipping costs.

Partial refunds may be granted for items returned with obvious signs of use, missing parts, or damaged packaging not caused by shipping.

Our Commitment to You

At CityLink, we stand behind the quality of our networking hardware. All routers include a 2-year limited warranty covering hardware defects and failures under normal use. Extended warranty options are available at checkout.

Frequently Asked Questions

Can I return a router that I already opened but didn't work as expected?
Yes — if the device is defective or not performing to advertised specifications, you are covered under our defect policy. For non-defective opened items, restocking fees may apply (up to 15%).

How long does it take to process a return once shipped?
Allow 5-10 business days for us to receive and inspect your return. Refunds are issued within 5–7 business days after approval.

Do I need the original box?
Yes, original packaging is required for all returns to ensure safe transit and eligibility for a full refund.