Shopping FAQs

Need Help?

We would like to give you the best buying experience possible. Please see our frequently asked questions below:

Order Information

A –You can login to your account at any time and check the status of your order. You will need your login and password.

If you checked-out your order as a guest you will receive an order confirmation email, followed by a shipping notification email when your order has left the warehouse

A - Orders are normally only cancelled if the product is no longer available.

Please contact our Customer Service team for assistance by emailing: netgearstoresupport@exertis.co.uk

We accept Visa®, MasterCard®, Debit Cards with all payments being taken by secure payment gate Sagepay.

A - Yes. For credit card verification the billing address on your credit card must match the billing address on your order. Please ensure you enter your billing address exactly as it appears on your credit card statement to avoid cancellation of your order.

A - There are many possible reasons for a payment card not being accepted, the most common reasons are:

  • The card you are using has expired
  • You have reached or exceeded your credit limit
  • You have exceeded your daily charge limit
  • The card number, expiry date or security code have been entered incorrectly
  • The address you have entered does not match the address on record with your Bank

If, after you have checked that the above reasons are not applicable, your card payment is still being rejected, please contact your issuing bank for help. If your bank confirms there are no issues with the card you are using but you continue to experience issues, please contact our Customer Service for help by emailing: netgearstoresupport@exertis.co.uk

When you contact Customer Service you may be asked for the details of any error messages you received while trying to place your order, as well as the reference number for the order seen in the shopping basket.

A – For all purchases your credit card will be charged at point of checkout

A -The charge for your order will appear on your credit card as: Exertis (UK) Ltd

A- Your receipt will be emailed to you immediately after purchase. If you can’t locate it, please don’t forget to check your junk file within your email.

A - Please note that it is not possible to change your delivery address after the order has been placed.

Our carrier will attempt to deliver your products from Monday to Friday during business hours. If delivery attempts are unsuccessful, the product will be returned to our warehouse and you will receive a full refund.

Shipping Information

A - Once your order has shipped you will receive a shipping confirmation via SMS, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

Don’t forget you may login at any time and review your order status on the My-Account page.

A - Once your order has shipped you will receive a shipping confirmation via SMS, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

Don’t forget you may login at any time and review your order status on the My-Account page.

A - Shipping times can vary by product.

For your latest & most up to date delivery status please monitor your order within your My-Account page.

Once your product has shipped, it is estimated at 1 - 3 business days for delivery.

A - When placing your order all shipping dates that have been provided are estimated. While we make every effort to ship products according to the timelines provided, occasionally shipping can be delayed.

For your latest & most up to date delivery status please monitor your order within your My-Account page.

A - Unfortunately, we cannot change your shipping address after you submit your order. Once your order is submitted, your details are immediately sent to our warehouse and our system can no longer retrieve or change them.

A - Unfortunately we are unable to provide specific delivery times. Our carrier will attempt to deliver your products from Monday to Friday during business hours. If delivery attempts are unsuccessful, the product will be returned to our warehouse and you will receive a full refund.

Once your order has shipped you will receive a shipping confirmation via email, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

A - Unfortunately, shipping is only available for UK Mainland.

Technical and Warranty Support

Returns and Cancellations

A - Tell us you want to end the contract by doing the following:

(a) We operate a 30 day refund policy. If you are within the 30-day refund policy period and would like to request a refund, please contact Customer Service by email on: netgearstoresupport@exertis.co.uk

Please note, you will be required to provide the following details when requesting a refund:

  • Reason for return
  • Product(s) to be returned
  • Order Number
  • Quantity of items to be returned
  • Collection address

(b) If you are outside the 30-day refund policy period and the reason for your refund request is due to a technical or quality issue then please contact Technical Support.

Click here to view the Netgear Technical Support page.

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.

In order to arrange your return we will provide you with a return reference number known as an RMA .

Once you submit all the required information to Customer Service it can take up to 5 working days to arrange an RMA and send this number back to you.

At the same time as providing you with the RMA number we will send you details about your collection date and details for packaging and labelling the parcel.

Once the product has been collected it can take up to 2 working days to be returned to the warehouse.

If you would like to cancel your order prior to delivery or within 14 days of delivery please email netgearstoresupport@exertis.co.uk  stating your order number and request to cancel in the subject heading.

If your order has already been dispatched or delivered you will receive notification advising you that your order has been shipped.

Once your product is delivered, you will be contacted for the return to be arranged.

Please do not refuse delivery of your order as this may delay the return and subsequent refund of your order.

Privacy and Security

A – You can view our Privacy Policy here

Still need Help?

Contact Customer Service by email on– netgearstoresupport@exertis.co.uk
Contact Product Technical Support – https://www.netgear.com/support/contact.aspx

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