How to return a device?
When you have cancelled your services or when your devices are defective, you return them to us. 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
You have this
You have this
You have this
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.
Do you want to cancel or stop your Internet and/or TV services? First contact our customer service team on 1999 (free from a BASE mobile) or 32486191999 (from any other fixed or mobile line).
Or would you prefer to submit a web form? We will then contact you.
After your call, you'll receive an e-mail with your return label. Print the return label.
Have you received the return label? Prepare the return as follows:
- Place the device (BASE Modem and/or BASE TV box) in a box.
- If necessary, protect the equipment so that it is not damaged during transport.
- Stick the return label on the box.
Reminder
The BASE Modem contains the modem, 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.
- If the modem and TV box are not returned within the specified timeframe, we will charge you the residual value.
- Please pack carefully - if the modem/TV box is damaged we may charge you.
Return a BASE wifi-booster or a smartphone
Read carefully how to proceed.
Have you got your device in the last 14 days?
You just need to return it and we will refund you. Read here below how to proceed.
- Fill in this webform that you want to take 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 box and paste the return label on it.
- Go to the nearest POSTNL return point.You’ll be refunded within the 14 days.
Condition of the device
- Must still be ‘as new’, which means it’s in a good enough condition to resell
- Turn off any security features you’ve set up
- If you have eSIM, 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 wifi boosters or smartphone when the 14 days right of withdrawal have expired.
- Wifi booster
You have bought this wifi booster, so it's yours. You can resell it or use it at any provider. Is it perhaps defect? Then check out the other step "It's not working". Within your warranty period (of 2 years) you can still return it for another one.
- Smartphone
You don't want your combined offer anymore? Contact BASE at 1999 (from a non-BASE mobile number +32486191999). They need to do the necessary for you. You'll still need to pay the residual value of your smartphone on your next bill. How much the residual value is, you can find this info in My BASE app.
Your smartphone has a defect? Then check out the other step "It's not working". We can help you to repair it within the warranty period.
Within warranty period
You're experiencing a defect with your wifi booster or smartphone. What to do next?
- Wifi booster
Are you experiencing a defect with your wifi-booster? First try to do some troubleshooting. If you already did the troubleshooting and the wifi-booster is still under warranty of 2 years, please fill in this webform.
- Smartphone
Are you still within 14 days after delivery of your new smartphone?- Step 1: Please fill in this webform.
- Step 2: You'll get a return label to send it to us
15 days or longer ago and your smartphone is still within its warranty period?Please register it via repair.base.be If your defect is under the warranty conditions of the manufacturer, you won’t be charged. Otherwise they’ll inform you.
Do you prefer to arrange this with a shop representative? You can pass by in one of our BASE shops.
Outside warranty period
Sorry, there is not much we can do to fix it.
We can advise you to have a look at our promo page and smartphone pages.
Don’t forget to recycle.
