Skymesh Router Return Policy

Our Commitment to You

We understand that reliable internet is essential for everyone, and in particular, the remote and regional communities we serve.

This policy explains how we handle router returns in a way that minimises disruption to your service, recognising the unique challenges you may face with distance and connectivity.

Your Consumer Rights

All routers we supply come with guarantees under Australian Consumer Law. In simple terms, your router must:

• Work properly
• Do what we said it would do
• Match its description

Returning Your Router

If You’ve Changed Your Mind

If the router isn’t right for your needs:

• Return within 14 days of receiving it.
• The router and original packaging must be returned either un-opened or in new condition, together with all of the cables and internal protective packaging/inserts.
• Aside from minor bumps caused by postage/transit, the packing must not be marked or damaged.
• We understand return shipping from rural areas can take time, so we allow for reasonable postal delays.

If You’ve Changed Your Mind During the 30-day Satisfaction Guarantee

If you’ve cancelled your service under the 30-Day Satisfaction Guarantee and wish to return your router:

• Return within 30 days of receiving it.
• The router and original packaging must be returned in new condition, together with all of the cables and internal protective packaging/inserts.
• Aside from minor bumps caused by postage/transit, the packing must not be marked or damaged.
• Any shipping fees associated with returning the router are the responsibility of the customer.
• We understand return shipping from rural areas can take time, so we allow for reasonable postal delays.
• Refunds will be made to the original credit or debit card used during the sign-up process.

If Your Router Is Faulty (Under Warranty)

If your router stops working properly during the 3-year warranty period:

• Contact us before sending anything back.
• We can often troubleshoot over the phone to avoid leaving you without internet.
• We will send you a replacement router, together with a parcel post return satchel for you to use to return the faulty one.
• We’ll cover return shipping costs for valid warranty claims.

If Your Router Is Faulty When First Received

If your router doesn’t work properly when you first set it up:

• Contact us within 14 days of delivery.
• We’ll talk you through some quick checks over the phone.
• We’ll send a replacement immediately if needed.

How to Return Your Router

1. Call our customer service team on 1300 759 637
   • We know mobile reception can be patchy, so if you get cut off, we’ll call you back
   • If you can’t call, email us at accounts@contact.skymesh.com.au or use our website when your connection allows

2. Our team will:
   • Guide you through some simple checks if appropriate
   • Arrange for a replacement to be sent if you need it
   • Provide a Return Authorisation Number

3. When packing your router:
   • Secure it well for the journey
   • Include any original cables and packaging
   • Write your Return Authorisation Number clearly on the postal package. Do NOT write directly on the box.
   • Keep your tracking information if using a postal or courier service

Our Process After Receiving Your Return

Once we receive your router:

• We’ll check it within 5 business days
• We’ll let you know the outcome by email
• Any refund will be processed within 10 business days

NBN Equipment

For NBN-supplied equipment (like connection boxes):

• This stays with the property, not with you
• Don’t return these items to us
• If you’re moving properties, leave this equipment behind

Need Help Without Internet?

We understand you might need to refer to this policy when your internet is down:

• Take a photo of this policy for reference
• Call us on 1300 759 637 – our team is ready to help
• We can send information by text message if needed

Contact Us

For router returns and help:

• Phone: 1300 759 637
• Email: accounts@contact.skymesh.com.au
• Online: https://www.skymesh.net.au/

We’re here to keep you connected, no matter where you are in Australia.

The Router Return Policy applies to customers of Skymesh, Bordernet, and Clear Networks.