Returning Hardware

Free-to-use routers are exactly that - free to use for as long as you are with Mweb and using the relevant service. Should the router break, be stolen, or damaged through lightning, we’ll replace it for free up to a maximum of two occasions.

If you choose to cancel your service, you will incur a charge for the router unless it is returned to us in its original condition and packaging.

You must return the router, its cables, and all manuals to Mweb within 20 days from the time your service is deactivated (this includes, but is not limited to: cancelled orders, cancelled accounts, suspended accounts, or if the account is turned off at the end of your one month’s notice).
If the router is not returned within 20 days, you will be billed for the router, and it will become your property.
When returning the router, your name, email address, and Mweb customer number should be included. If this information is not included, we will not be able to identify if you returned it.
No routers will be accepted after 20 days.
If you request Mweb to collect the router, this will incur costs.
All courier costs involved in returning the router are for your account.
You will be charged the retail value of the router or for any missing cables.
If you choose to keep the router and pay for it, it now belongs to you. Mweb will not assume any responsibility for damages, losses, or faults related to the router.
The warranty will be void when it becomes your property, and it will not be insured by Mweb.

What You Need to Know When Cancelling

If Your Order Is Not Activated and You Decide to Cancel

If a router has been delivered, please ensure it is returned within 20 days of your order cancellation.
If the router is not returned, you will be billed for the router.
If your router is returned and it’s missing cables, we will charge you for the retail value of the cables or manuals.

Please note: Cancellation fees may apply.

If Your Product Is Active

Mweb has a calendar month cancellation policy.
This applies to all Fibre and LTE sign-ups.
If you have opted for a free-to-use router, upon cancellation you have 20 days to return your router.
If the router is not returned, you will be billed the retail value of the router.
If you cancel your Fibre service, you will be liable for the standard termination fee of R999. This applies to all Fibre cancellations, regardless of how long your service has been active.

Please note: If your service was suspended due to non-payment, you will be required to return the router. If it is not returned, you will be billed for it.

Placing a Cancellation

You can place your notice of cancellation one calendar month before the date of cancellation via your online account.
If your service has been suspended due to non-payment, you have 30 days to make payment and restore your service.
If you do not settle your account within 30 days, Mweb will cancel your service. This will be treated as a standard cancellation, and all the above rules will apply.
If you wish to reactivate your service after cancellation, you will be liable for all reconnection and administration fees.

Please note: All Mweb deals are subject to change without prior notice. This includes our terms and conditions regarding costs, deals, or package structures for all our service providers.

Router Return

What to Include When Returning Your Router

We only need the free-to-use router returned.
Include the original cables, such as the power supply, Ethernet cables, and manuals. Missing items will incur costs.
Include your Mweb account number, full name, ID, address, email, and mobile number so we can identify your return.

Where to Drop It Off or Send It To

Centurion:
Nology
Unit 3, Louwlardia Business Park
122 Bavaria Rd, Louwlardia, Centurion, 0157
Business hours: Monday to Thursday 07:00–16:30, Friday 08:00–16:00

Cape Town:
Nology
Unit 2, Garnet Park
6 Drill Ave, Montague Gardens, Cape Town, 7441
Business hours: Monday to Thursday 08:00–17:00, Friday 08:00–16:00

Using a Courier Service

We will not collect routers from courier pick-up points. Only door-to-door delivery is accepted.
When using your own courier, ensure you select the to-door option to Nology JHB or Nology Cape Town.
Fill out the waybill correctly and include your customer code/ID, address, email, and mobile number so we can identify your return.

NB: Nology offices are our logistics and warehousing partners. They are not Mweb satellite offices and cannot assist with any support or sales queries.