How to return a device?
When you have cancelled your services or when your devices are defective, you can return them to us free of charge. Please find out here below how to proceed.
What do you want to return?
We cannot retrieve your data. Please make your own choice.
You have this
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Return BASE modem or BASE TV box
The procedure is the same whether you change your mind within 14 days (of your right of withdrawal) or wish to leave BASE.
First contact our customer service team on 1999 (free from a BASE mobile) or +32 486 19 19 99 (from any other fixed or mobile line).
Or would you prefer to submit a web form? We will then contact you.
After our phone call, you'll receive an e-mail with your return label. Print it out.
Prepare the return shipment as follows:
- Place the device (BASE Modem and/or BASE TV box) in a pack. If necessary, protect the device so that it is not damaged during transport.
- Stick the return label on the parcel.
Good to know
The BASE modem includes the modem itself, the power cord, etc. The BASE TV box contains the TV box, remote control, power cord, HDMI cable, etc.
Go to your nearest PostNL collection point to send your parcel free of charge.
- If you do not return the BASE modem and BASE TV box within the specified time frame, we will charge you a fee.
- Please pack the BASE modem/TV box carefully. If the BASE modem/TV box is damaged, we may charge you a fee.
Return a BASE wifi-booster or a smartphone
Read carefully how to proceed.
Have you got your device in the last 14 days?
Send it back to us free of charge and we will refund you. Read below to find out how.
- Fill in this online form within 14 days of delivery of your device to exercise your right of withdrawal.
- Our customer service will send you a return label by email which you need to print.
- Put the Wifi-booster or Smartphone in a pack and stick the return label on it.
- Go to the nearest POSTNL return point. You’ll be refunded within the 14 days.
Condition of the device
- The device must be ‘as new’ as possible, meaning that someone else must be able to reuse it.
- Deactivate all security features you have configured.
- If you have an eSIM card, delete the eSIM profile.
- The device must be in its original packaging, with all its original accessories and any free or discounted products you received with it.
Have you got your device 15 days ago or more?
Sorry we’re not taking back the Wi-Fi boosters or smartphone when the 14 days right of withdrawal have expired.
- Wi-Fi booster
This Wi-Fi booster is yours. You can resell it or use it with any other provider. Is it no longer working? In that case, see the other step, ‘It's not working’. During the warranty period (2 years), you can still return it for a replacement.
- Smartphone
No longer want to combine your smartphone with a mobile phone subscription? Contact BASE on 1999 (from a BASE number) or +32 486 19 19 99 (from a non-BASE number). Are you switching to a cheaper monthly plan or cancelling your plan? We will charge the residual value of your smartphone on your next bill. You can find this residual value in the My BASE app. Is your smartphone no longer working? See the next step, ‘It is not working’.
During the 14 days following delivery
You are experiencing a problem with your Wi-Fi booster or smartphone. What should you do?
- Wi-Fi booster
First, try to resolve the issue using this article: My Wi-Fi booster is not working.
- Smartphone
Start by identifying the problem. Is it a software issue? If so, try resetting your smartphone. Is your new smartphone damaged, or has it stopped working altogether?
- Still can't resolve the issue?
Send your device back to us. You can then choose between a refund or ordering a new device.
- Fill in this online form.
- We will send you a return label by email, which you will need to print out.
- Place the Wi-Fi booster or smartphone in a pack and stick the return label on the parcel.
- Go to your nearest PostNL collection point to send your parcel free of charge. You will be refunded within 14 days or receive a new device as a replacement.
During the warranty period
You are no longer within the withdrawal period (14 days after delivery), but you are experiencing a problem with your Wi-Fi booster or smartphone during the 2-year warranty period? Here's what you can do.
- Wi-Fi booster
First, try to solve the problem yourself using this article: My Wi-Fi booster is not working?
- Fill in this online form to report that your Wi-Fi booster is no longer working.
- We will send you a return label by email, which you will need to print out.
- Place the Wi-Fi booster in a pack and stick the return label on the parcel.
- Go to your nearest PostNL collection point to send your parcel free of charge and you will receive a new replacement device.
- Smartphone
Register your smartphone via repair.base.be. If your problem is covered by the manufacturer's warranty conditions, you will not be charged. If not, you will be informed. Would you prefer to sort this out with one of our Shop advisors? Visit one of our BASE Shops.
Outside warranty period
- Wi-Fi booster
Unfortunately, there is not much more we can do to help you. Feel free to check out our promo page and our Wi-Fi boosters page.
- Smartphone
You can request a repair via repair.base.be. However, you are responsible for the repair costs once the warranty period has expired. The manufacturer will first inform you of the costs, and then you can make your decision.
You can also discuss this with a Shop advisor. Feel free to visit one of our BASE Shops.
You can also visit our pages dedicated to promos and smartphones.
And don't forget to recycle your devices.
