# Terminal Return

Source: https://docs.neropay.app/terminal/terminal-return
Last updated: 2026-10-08T23:05:19+00:00

### **Before you start**

- You have a box suitable for safely packaging the terminal 
- You have access to [Royal Mail](https://www.royalmail.com/) 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](https://www.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](mailto: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](mailto:support@neropay.app) or create a ticket*