4gLTE Returns and Refunds Policy

1. Purpose of This Policy

This policy outlines the conditions under which customers may return Fixed LTE hardware, request replacement of SIM cards, or apply for refunds related to Fixed LTE data services. The policy is intended to ensure transparency, fairness, and compliance with applicable consumer protection legislation.

2. Scope

This policy applies to the following Fixed LTE products and services:

• Fixed LTE routers and customer premises equipment (CPE)
• SIM cards issued for Fixed LTE services
• Fixed LTE data bundles and subscription-based services

3. General Conditions

• Proof of purchase is required for all returns, replacements, or refund requests.
• All requests must be submitted within the timeframes specified in this policy.
• Refunds, where approved, will be processed using the original payment method.
• The company reserves the right to inspect returned items before approving a refund or replacement.

4. Hardware (Routers and CPE)

4.1 Faulty Hardware

• Hardware may be returned within 7 days of delivery or collection if it is defective or not functioning as intended.
• The hardware must be returned with all original accessories, cables, manuals, and packaging.
• If a fault is confirmed, the customer may choose between:
  • A replacement device, or
  • A full refund of the hardware purchase price.

4.2 Non-Faulty Hardware

• Returns for non-faulty hardware are only accepted if:
  • The hardware has not been used,
  • The original packaging is unopened and in resaleable condition, and
  • The return request is made within 7 days of delivery or collection.
• Opened, used, or damaged hardware does not qualify for a refund.

4.3 Exclusions

• Damage caused by misuse, negligence, power surges, unauthorised modifications, or improper installation is not covered.
• Normal wear and tear is excluded from this policy.

5. SIM Cards

5.1 Unused SIM Cards

• SIM cards may be returned within 7 days of purchase provided they have not been activated.
• Once a SIM card has been activated, it is considered used and cannot be returned or refunded.

5.2 Faulty SIM Cards

• Faulty SIM cards identified before or shortly after activation may be replaced at no additional cost.
• No refunds are issued for activated SIM cards.

6. Data Bundles and Fixed LTE Services

6.1 Data Usage

• Data bundles constitute a digital service and are non-refundable once any portion of the data has been used.
• Customers are responsible for monitoring their own data usage.

6.2 Unused or Unconsumed Data

• Refunds for unused data are not permitted once the service has been activated.
• In exceptional circumstances, such as confirmed prolonged network outages attributable to the company, a refund or account credit may be considered at the company's discretion.

6.3 Subscription Services

• Fixed LTE subscription services may be cancelled with 30 days' written notice.
• Charges incurred during the notice period remain payable and are not refundable.

7. Network Coverage and Performance

• Refunds will not be provided for dissatisfaction related to signal strength, network speed, or coverage where coverage information was made available prior to purchase.
• Customers are encouraged to confirm network coverage suitability before purchasing hardware or data services.

8. Refund Processing

• Approved refunds will be processed within 7 to 14 business days from the date of approval.
• Processing times may vary depending on the payment method and financial institution.

9. Policy Amendments

• The company reserves the right to amend this Returns and Refunds Policy at any time.
• The most current version of the policy will be published on the company's official website.