Refund policy

Last updated: October 19, 2026

30-day return window

You have 30 days from the delivery date to request a return on your PacketMole order. Email support@packetmole.com with your order ID to start the return.

Unopened returns

If the box is sealed and unopened, you get a full refund of the purchase price once we receive it back. The customer is responsible for return shipping.

Opened or used returns

If PacketMole was opened, set up, or used, a flat $50 restocking fee is deducted from the refund. This covers our shipping cost out to you, return inspection, and repackaging for resale. The customer is responsible for return shipping.

Damaged in shipping

If your order arrives damaged, email us within 7 days of delivery with photos. We'll review the damage and, when the claim is covered, provide prepaid return instructions and an appropriate replacement or refund. No restocking fee applies to a covered damaged-shipment claim.

Defective hardware

For purchases made under this version of the policy, PacketMole does not add a separate voluntary one-year hardware warranty. This does not limit rights that cannot be waived under applicable law or any written promise that applied when an earlier order was purchased. If you believe a router is defective, email us with your order ID and a description of the problem. We'll start with reasonable self-service checks. When a remedy is owed, we generally prefer an appropriate configured replacement or refund over a lengthy repair. Any manufacturer coverage is subject to the manufacturer's then-current terms and eligibility; we do not promise that a manufacturer will accept a direct claim for a resold or configured router.

Refund timing

Once we receive the return and confirm its condition, your refund is issued to your original payment method via Stripe. Most refunds land back on your card within 5–10 business days.

Support

Email support continues for as long as you own your PacketMole. Write to support@packetmole.com for help with setup, connection problems, and PacketMole's software. We answer as quickly as we can, but there is no guaranteed response time, and remote sessions are at our discretion.

To keep support fair for everyone, it covers PacketMole itself, not your other devices, home or venue networks, employer IT or VPN policies, or third-party services such as Tailscale or your internet provider. We may limit or decline support for units that have been modified or reflashed, for repeated requests about an issue we have already resolved or explained, or for abusive conduct. These limits do not reduce a remedy required by this policy, an earlier written promise, or applicable law.