Before you start
- You have a box suitable for safely packaging the terminal
- You have access to Royal Mail to create a postage label
- You have your NeroPay dashboard to hand to complete the return notification
Step 1 — Ship the terminal to NeroPay
- Go to royalmail.com
- Click Send an item
- Select your parcel size — the terminal is under 1kg, so select Small parcel
- Choose a tracked sending service — we recommend Tracked 24 or Tracked 48
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- Enter the destination address:
NeroPay 53 Princes Street Stockport, SK1 1SL United Kingdom
- Recipient email: support@neropay.app
- Recipient phone: 01614704736
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- Complete the checkout and print or save your label
- Package the terminal securely and attach the label
- Drop it off at your nearest Royal Mail drop-off point
⚠️ Important: Keep your delivery receipt and tracking number — you will need these to claim your shipping reimbursement. Your tracking number will look something like:
YA922639381GB
Step 2 — Notify NeroPay in your dashboard
After posting the terminal, log in to your NeroPay dashboard and follow this path:
Account → Payment Settings → Reader → Return Device
Fill in the return form to notify our team that your device is on its way. This allows us to track the return and process your reimbursement promptly.
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Step 3 — Shipping fee reimbursement
Once we receive the terminal and confirm it is in good working condition:
- We will verify your delivery receipt and tracking number
- The shipping fee will be refunded directly to your NeroPay balance
⚠️ Note: Reimbursement is only processed once we have received the device and confirmed its condition. Please ensure the terminal is packaged securely to avoid damage in transit.
Frequently asked questions
Q: Which Royal Mail service should I use? A: We recommend Tracked 24 or Tracked 48 — both include tracking and a delivery photo so you have proof of delivery. Keep the receipt for your reimbursement claim.
Q: What if I lose my tracking number? A: Check your Royal Mail account or the email confirmation sent at the time of postage. Without a tracking number, we may not be able to process your reimbursement.
Q: How long does reimbursement take? A: Once we receive the terminal and verify its condition, the shipping fee will be refunded to your NeroPay balance. Contact support if you have not received your refund within 5 business days of confirmed delivery.
Q: What if the terminal is damaged when it arrives? A: Reimbursement is subject to the terminal arriving in good working condition. Please package the device carefully — use the original box if available.
Q: Do I need to include anything else in the parcel? A: Just the terminal. If you have any accessories that came with the device, include those too unless instructed otherwise by our support team.
Still need help? Contact us at support@neropay.app or create a ticket