How can I return my OBU properly?

Make sure you don’t forget anything!

In case of additional questions contact Satellic Customer Support on

00800/72 83 55 42
(From Belgium and neighboring countries)
or +32 2 416 0 416
(From any location)

Calls from mobile networks may be surcharged according

to the terms and conditions of your mobile service operator

Date: April 2022 - status: Final - Created by: Marcom

Approved by: CS & SPLORE
 Important
Your OBU must be returned undamaged and with the original power cable.

The OBU should be undamaged, i.e. the vital parts of the OBU are not damaged to such extent that
it requires repair. Damage includes (but is not limited to) scratches, stains, cuts, cracks and dents,
damage to the outer shell (upper and lower case), the display, the keypad, the LED lights and the
motherboard.

You can return your OBU either via the Road User Portal (RUP), either via a Service Point.

What should your OBU look like when you return it?
Mandatory
 The OBU is returned undamaged, in a state
allowing refurbishment for reuse without repair,
 the original power cable is returned attached and
wrapped around the OBU,
 the red master seal (in the right bottom corner on the
back of the OBU) is not broken or missing.
Recommended
 The battery is returned (and is placed inside of the
OBU),
 the 4 suction cups are returned and are attached to
the OBU.
1: Correct way to return an OBU at a Service Point

 If you return your OBU at a Service Point, follow the return instructions of the toll terminal and, at
the end of the return process, insert the OBU without blister and with the original power cable
wrapped around it (see picture 1) inside the OBU return box.
 If you return your OBU via the RUP by post (to Satellic Return, c/o WAAK, Industrielaan 4b,
Poort 231, B-8501 Heule, Belgium) or via the OBU pick-up service, pack your OBU following the
"Checklist for a Good Packaging" (see hereunder) and ONLY use the address label you have
obtained on the RUP at the end of the return process! (see picture 2)

Checklist for a Good Packaging

 Use a solid cardboard box with completely intact flaps  Do not use rope or paper over-wrap
 Remove any labels, hazardous materials indicators,  Only use the address label that you have obtained on
and other previous shipment markings on the box that the RUP, on which both the destination and the pick-up
are no longer applicable addresses are clearly and fully mentioned
 Pack all items separately  Place a duplicate address label inside the package
 Use proper protective equipment such as paper or  If you are returning 3 OBU’s or more in one parcel,
cardboard please make sure you also affix, on one single side,
 Use strong tape that is specially designed for the Satellic UN3481 label in colour to your parcel. (see
transport pictures 3, 4 and 5)

2: Correct Label position 3 and 4: Incorrect position of the UN 3481 Label 5: Correct position UN 3481 Label
Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
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 A few examples of how to correctly return the OBU
Correct returns (with original power cable, suction cups, battery and no damages):
FULL REPAYMENT

Picture 1 Picture 2

Correct returns (with original power cable, without suction cups, without battery and no damages):
FULL REPAYMENT

Picture 3 Picture 4

Note: The red General Seal (in the right bottom corner on the back of the OBU) may never be
broken or missing

Picture 5
Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
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 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: ONLY 100 € REPAYMENT

Writing on Label Writing on Label

Ripped Label Damaged Label

Unreadable label Missing Label

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
4
 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: ONLY 100 € REPAYMENT

Unglued Label Moved Label

Damaged QR Code Markings

Markings Missing Cable and/or Battery Lid

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
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 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: ONLY 100 € REPAYMENT

Transformed Power Cable Transformed Power Cable

Cut Power Cable Cut Power Cable

Damaged/Split Power Cable Damaged Power Cable

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
6
 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: ONLY 100 € REPAYMENT

Twisted Power Cable Damaged Power Cable

Damaged Power Plug Not Original Power Cable

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
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 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: NO REPAYMENT

Broken or Missing Connector Burned Housing

Damaged Keypad Damaged Keypad

Damaged Screen Damages and Scratches

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
8
 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: NO REPAYMENT

Damages and Scratches Damages and Scratches

Damages and Scratches Damages and Scratches

Damages and Scratches Damages and Scratches

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
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 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: NO REPAYMENT

Damages and Scratches Damages and Scratches

Damages and Scratches Damages or Broken Main Seal

Missing Main Seal Damaged/Painted Housing

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
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 A few examples of not correctly returned OBUs,
these examples are not exhaustive
Incorrect returns: NO REPAYMENT

Damaged/Painted Housing Unremovable Glue

Unremovable Glue Unremovable Stickers

What happens after you returned the OBU?

In accordance with the General Terms & Conditions (User Contract) and to the Satellic OBU Deposit
Refund Policy, Satellic will independently assess with regard to the repayment of the OBU Deposit,
and this decision, which will be communicated to the e-mail address you provided to Satellic, will be
final and not be open for any appeal.

If Satellic assesses that you have the right to a repayment of the OBU Deposit and if a valid bank
account (IBAN and BIC) number has been entered at the Service Point or on the Road User Portal,
your OBU deposit will be refunded within 30 days after the reception of the returned OBU.

Satellic NV • Leonardo Da Vincilaan 19/4, B-1831 Diegem • support@satellic.be • www.satellic.be • Customer Support: T 00800-72 83 55 42 or +32 2 416 0 416
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