Return Policy

Last update – 24th August 2026
Next review – 31st January 2027

This Policy explains your rights to cancel, return or reject Equipment (such as a router) that Airbytes Communications Limited (“Airbytes”, “we”, “us” or “our”) sells to you as part of your residential broadband Order. It should be read alongside our Terms and Conditions, in particular clause 5 (Consumer cancellation rights) and clause 10 (Equipment).

1. Two different 14-day rights - please read carefully

1.1 Your Contract with us covers both a Service (broadband) and, where applicable, Equipment that we sell to you (such as a router). Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCRs”), these are treated slightly differently:

Service cancellation: you have 14 calendar days from the day after we send you our Order Confirmation email to cancel the Service, as set out in clause 5.1 of our Terms and Conditions.
Equipment cancellation: separately, you have 14 calendar days from the day you (or someone you nominate) receives the Equipment to cancel your purchase of that Equipment, regardless of when the Order Confirmation was sent.

1.2 In practice, because Equipment is normally dispatched shortly after your Order Confirmation, these two dates are usually close together. If you want to cancel both the Service and return the Equipment, the safest approach is to do so within 14 days of receiving the Equipment, which will always be on or after the Service cancellation deadline.

1.3 Cancelling within these periods is a “no reason needed” statutory right and is separate from, and does not affect, your rights if the Equipment is faulty (see section 4).

2. How to cancel and return Equipment within the 14-day period

2.1 To cancel, tell us clearly – by phone, email or post using the contact details in section 6 – that you wish to cancel. You do not have to use a specific form, but using our cancellation notice (available on request) helps us process it quickly.

2.2 Once you have told us you are cancelling, you must return the Equipment to us without undue delay and in any event within 14 days of telling us you are cancelling. You are responsible for the direct cost of returning the Equipment to us, unless we have agreed otherwise or the Equipment was delivered to you in error.

2.3 Please return the Equipment complete with all cables, accessories and packaging supplied with it, in good condition. You may handle and inspect the Equipment as you would be permitted to in a shop, to check its nature, characteristics and that it functions – but if you use it beyond what is reasonably necessary for that purpose, we may deduct an amount from your refund to reflect any diminished value caused by that use.

2.4 We will refund the price you paid for the Equipment, including standard delivery charges, without undue delay and within 14 days of the earlier of: the day we receive the Equipment back, or the day you provide evidence that you have sent it back. We may withhold the refund until then.

2.5 Refunds are made using the same payment method you used to pay, unless you agree otherwise, and you will not be charged a fee for the refund itself.

3. If you cancel the Service as well as the Equipment

3.1 If you cancel the Service within its cancellation period (clause 5 of our Terms and Conditions) and also return the Equipment within its own cancellation period as described in section 1, we will process both as a single cancellation of your Order where they are cancelled together.

3.2 If you asked us to begin supplying the Service before the end of its cancellation period and then cancel, you may be charged for the value of the Service provided up to the point you cancelled, in accordance with clause 5.3 of our Terms and Conditions. This is separate from, and does not reduce, your right to return the Equipment under section 2.

4. Faulty or misdescribed Equipment - your rights are not limited to 14 days

4.1 Separately from the cancellation rights above, the Consumer Rights Act 2015 gives you rights if the Equipment is faulty, not as described, or not of satisfactory quality or fit for purpose. These rights are not time-limited to 14 days and continue to apply throughout the Equipment’s expected lifespan, subject to the statutory rules summarised below.

Within 30 days of receiving the Equipment, you normally have a short-term right to reject it and get a full refund if it is faulty.
After 30 days, you must normally give us one opportunity to repair or replace faulty Equipment within a reasonable time and without significant inconvenience to you, before you can ask for a refund or price reduction.
If a repair or replacement is not possible, does not work, or is not provided within a reasonable time, you may be entitled to a full or partial refund, or a price reduction.

4.2 To report faulty Equipment, contact us using the details in section 6. Nothing in this Policy, or in any voluntary returns arrangement we offer, removes or limits these statutory rights.

5. Returns outside the statutory cancellation period

5.1 Outside the statutory cancellation periods described in section 1, and separately from your rights under section 4 (faulty Equipment), we will also accept the return of non-faulty Equipment within 30 days of the day you received it, as a voluntary arrangement. To qualify, the Equipment must be returned complete, in good working order, with all cables, accessories and original packaging where reasonably practicable.

5.2 To return Equipment under this section, contact us using the details in section 6. You are responsible for the direct cost of returning the Equipment to us, unless we agree otherwise.

5.3 Where a return is accepted under this section, we will process your refund within 30 days of the day we receive the returned Equipment.

5.4 This section is a voluntary arrangement offered at our discretion. It does not replace or limit your statutory rights under sections 1 to 4, which continue to apply in addition to this section.