Refund policy

Effective Date: 13 August 2026

This Refund & Return Policy explains the conditions under which refunds or returns may apply to products and services purchased from Zub Connect.

1. Internet and Connectivity Services

Internet and connectivity services, including Fibre, LTE, 5G, data and eSIM services, are non-refundable once the service has been activated or delivered.

Customers are responsible for reviewing the product details, compatibility requirements, coverage requirements and applicable terms before placing an order.

Where a service cannot be activated due to factors outside of Zub Connect's control, the applicable circumstances will be assessed in accordance with the relevant product terms and applicable law.

2. Hardware Returns

Eligible hardware purchased directly from Zub Connect may be returned within 30 days of delivery or collection, provided that:

  • The item is returned in its original condition.

  • The item is not damaged, altered or misused.

  • All original accessories, manuals and packaging are included where applicable.

  • The item is returned with all components supplied with the original purchase.

Zub Connect reserves the right to inspect returned hardware before approving a refund or other resolution.

3. Non-Returnable Items

Hardware may not qualify for a refund or return if it:

  • Has been physically damaged after delivery or collection.

  • Has been altered, modified or tampered with.

  • Is missing accessories or original components.

  • Is not returned in its original condition.

  • Has been damaged as a result of misuse, neglect or improper handling.

This does not affect any rights you may have under applicable consumer protection laws.

4. Faulty or Defective Hardware

If you receive hardware that is faulty or defective, please contact Zub Connect as soon as reasonably possible.

Returned items may be inspected and assessed to determine the appropriate resolution, which may include repair, replacement or another remedy where applicable.

5. Refund Processing

Once an eligible return has been received and inspected, Zub Connect will notify you of the outcome.

Where a refund is approved, it will be processed using an appropriate method determined by Zub Connect, subject to the original payment method and applicable processing requirements.

6. Changes or Cancellations

Cancellation terms for month-to-month internet services are governed by the applicable product and service terms. Where a product requires a notice period, customers remain responsible for complying with that requirement.

7. Contact Us

For assistance with a return, refund or faulty hardware, please contact Zub Connect on the official contact number provided on our website.

This policy does not limit any rights or remedies available to customers under applicable South African consumer protection laws.