Refunds and Returns

Mini & Edge Extender

If a Routie product arrives broken or defective, the customer must contact customer support at support@routie.io for troubleshooting within 5 business days of receiving the product (the “Review Period”). If the product is deemed broken or defective by customer service, the customer may request a replacement.

30-Day Money-Back Guarantee

Routie offers a 30-day money-back guarantee for all Mini’s and Edge Extenders. Customers are eligible for a full refund upon returning the product in its original condition. If the product is returned in a condition other than its original state (such as being scratched or damaged on the exterior), a $20 damage fee will be deducted from your refund amount. To request cancellation and utilize the money-back guarantee, customers must notify customer support at support@routie.io and schedule a one-on-one meeting for return instructions and review, prior to the conclusion of the 30-day period. Customers are responsible for covering the returned shipping costs and must include insurance for the total value of the product(s) during transit. Failure to provide insurance means that in case of loss or damage during shipment, the customer will be liable for the replacement value ($299 for the Mini and/or $99 for the Edge Extender). A hold for the full value amount of the product(s) will be placed on the customer’s original form of payment until the product is returned. Failure to return the product(s) will result in a charge for the product(s) full value.

Monthly Plan

Customers who subscribe to the monthly subscription can cancel at any time. However, Customers must contact support at support@routie.io and schedule a one-on-one meeting for return instructions and review, prior to the subscription renewal date and are required to return the product(s). Failure to return the product(s) will result in a charge of $299 for the Mini and $99 for the Edge Extender on the original form of payment. If the product is returned in a condition other than its original state (such as being scratched or damaged on the exterior), a $20 damage fee will be charged to you your original form of payment. Customers bear the responsibility of covering the shipping costs back to Routie and must ensure to include insurance for the full value of the product(s) during transit. Failure to provide insurance means that in the event of loss or damage during shipment, the customer will be held liable for the replacement value ($299 for the Mini and/or $99 for the Edge Extender).

Annual Plan

Customers who subscribe to the annual subscription, are committed to paying for the entire year. Routie does still honor the 30-day money-back guarantee, however Routie does not accept pro-rated early cancellation. Customers are responsible for informing Routie of their cancellation by contacting support@routie.io to request cancellation prior to the next annual billing cycle.
If the product is returned with damage, not attributable to transit, the customer will receive a refund minus the repair costs (including part cost and $40 per hour in labor). In cases where the product is deemed irreparable, the customer will incur a charge of $299 for the Mini and/or $99 for the Edge Extender.

Cube 1E

The Cube is not eligible for a refund. It will only qualify for a replacement within the 30-day limited warranty period, which spans 30 days from the delivery date. Products eligible for returns must come in its original package and in the same condition as received. Proof of purchase via receipt is also required. Customers bear the responsibility of covering the returned shipping costs and must include insurance for the total value of the product(s) during transit. Failure to provide insurance means that in the event of loss or damage during shipment, the customer will be held liable for the replacement value ($2,500 and/or $99 for the Edge Extender). We highly recommend Customers to take photos of the product prior to shipping to ensure any damage that may have happened occurred while in transit. Once Routie receives the product for replacement, the customer will be notified. Upon completion of the inspection, Routie will inform the customer of the replacement shipment schedule. If approved, the replacement will be processed within 5 business days. If not approved, Routie’s customer support will contact the customer directly. If the product is returned with damage not attributable to transit, the customer will be responsible for the repair costs (including any part cost and $40 per hour in labor). In cases where the product is deemed irreparable, the customer will be responsible for the replacement value. ($2,500 and/or $99 for the Edge Extender). If for any reason a refund is approved for the Cube 1E, a 20% restocking fee will be deducted from the refund amount. Refunds cannot be issued for payments made in cryptocurrency.

ROUTIE 30 DAY WARRANTY DISCLAIMER

What does the 30 day limited warranty cover?

Routie offers a 30 Day Limited Warranty from date of delivery. The Limited Warranty covers any defects in material or workmanship under normal use during the warranty period. During the 30 day warranty period, Routie will repair or replace any product or parts of the product which are defective because of improper material, or workmanship, under normal use and maintenance at no extra charge.

Troubleshooting or return process?

Routie will first undertake a troubleshooting process with the customer. If the problem can be resolved through this troubleshooting process, then no replacement is required. If it is determined that the product is defective, or requires repair or replacement within the 30-Day Limited Warranty window, Routie will facilitate shipment to our shipping center and repair or replace the product at no charge to the customer.

How long does the coverage last?

The 30-Day Limited Warranty is 30-days from the date of the postmarked delivery.

What does this 30-Day Limited Warranty not cover?

This 30-Day Limited Warranty does not cover any problems that are caused by the customer, including water damage, theft, impact or natural disasters. It does not include any malfunction or hardware problem that occurs outside of the 30-day warranty period. Customers bear the responsibility of covering the shipping costs back to Routie and must include insurance for the total value of the product(s) during transit. Failure to provide insurance means that in the event of loss or damage during shipment, the customer will be held liable for the replacement value of the product(s).

How to use your warranty?

To inquire into warranty service, you must first create a support ticket by contacting Routie via the chatbot on www.routie.io or by sending an email to support@routie.io. Once a support ticket is created, Routie will contact you to determine the problem with your product. Routie will then work with you to provide customer support, and Routie will determine, in its sole discretion, if the 30-Day Limited Warranty use is applicable.

ROUTIE 1 & 2 YEAR WARRANTY DISCLAIMER

What does the 1 and 2 year warranty cover?

Routie offers a 1 year and 2 year Warranty for the Cube 1E products only, starting from date of purchase. This must be purchased at checkout and cannot be added after receiving the product. This also does not apply to any third party purchases from unauthorized vendors. The Warranty covers any defects in material or workmanship under normal use during the warranty period. During the warranty period, Routie will repair or replace the product, at no charge to the customer, if the product or parts of the product are defective because of improper material, or workmanship, under normal use and maintenance.

What does the 1 & 2 year Warranty not cover?

This 30-Day Warranty does not cover any problems caused by the customer, including water damage, theft, impact or natural disasters. It does not include any malfunction or hardware problem that occurs outside of the purchased warranty period. In the event that the device is returned for water damage, the Customer will be responsible for the cost of diagnosis at $40/hour.