Returns, Cancellation and Refunds Policies

Returns, Cancellation, and Refunds

If for any reason you're not satisfied with a product or need to cancel a service, our policies are designed to make the process fair and transparent. In line with the Consumer Protection Act, we accept returns within a reasonable time frame, and cancellations must be submitted in writing. Once approved, refunds are processed within 7 working days. To understand your rights and the full process, please read our Returns and Refund Policy below before submitting a request.

1. Returns & Exchanges

  • Hardware (e.g., routers, ONTs, or other equipment) can be returned within 7 days of delivery if unused, in original packaging, and with proof of purchase.
  • Faulty or defective hardware is covered under our warranty and may qualify for repair or replacement.
  • Services (such as fibre connectivity or subscriptions) cannot be “returned” once activated, but faults will be repaired in line with our SLA.

2. Cancellations

  • Service orders may be cancelled before installation/activation without penalty.
  • If cancellation occurs after activation, charges may apply for installation fees, pro-rated service usage, or contractual obligations.
  • Hardware orders can be cancelled before dispatch; if dispatched, they fall under our Returns Policy.

3. Refunds

  • Refunds are processed within 7–14 working days once approved.
  • Refunds apply to:
    • Hardware returns that pass inspection.
    • Pro-rated service fees if a service is cancelled within the “cooling-off” period (7 days, as per the Consumer Protection Act).
  • Refunds are issued to the original payment method. Customers will be notified via email at each stage of the process.