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Returning Your Free-to-Use Mweb Router

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🔄 When Do I Need to Return My Router?

You must return your router if:

  • You cancel your service
  • Your service is suspended or deactivated
  • Your order is cancelled before it’s activated

🕒 Return Deadline

The router must be returned within 20 calendar days from the date of service deactivation or cancellation.

If it's not returned in time, you will be billed for the full retail value of the router and any missing accessories. Once billed, the equipment becomes yours.

📦 What to Include in the Return

Please return:

  • The router
  • Power supply
  • Ethernet cable (if supplied)
  • Any manuals or original packaging
  • A note inside the package with your:
    • Full name
    • Mweb email address or customer number
    • ID number or physical address

🚛 How to Return the Router

Option 1: Drop-Off (Free)

You can drop the router off at either of the following locations:

Cape Town
Nology
Unit 2, Garnet Park
6 Drill Avenue, Montague Gardens
Hours: Mon-Thu: 08:00-17:00 | Fri: 08:00-16:00

Centurion
Nology
Unit 3, Louwlardia Business Park
122 Bavaria Road, Louwlardia
Hours: Mon-Thu: 07:00-16:30 | Fri: 08:00-16:00

Option 2: Courier (At Your Own Cost)

You can also courier the router to either Nology location. Please note:

  • The courier must offer door-to-door delivery
  • Mweb does not cover courier fees
  • If Mweb arranges collection on your behalf, the cost will be added to your account
  • Package the router securely and include the note with your personal details

🔁 LTE Router Replacements

If you are an active LTE customer, you're eligible for up to two free replacements in the event of:

  • Theft
  • Lightning damage
  • Hardware faults

This benefit is only available while your LTE service is active.

Important Notes

  • Routers returned after the 20-day period will not be accepted
  • If billed, the router becomes your property and Mweb is no longer responsible for support or warranty
  • If any accessories are missing, you will be charged for them individually

Need Assistance?

If you're unsure about the return process or need help, reach out to our support team and we'll guide you through it.

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