Refund Policy

General refund approach

LexLink aims to treat customers fairly and resolve refund requests as quickly as possible.

Refunds depend on the type of product or service purchased, the status of the order, whether the service has already been activated, and whether any equipment has been delivered or used.

Before activation

A customer may request a cancellation or refund before service activation if:

• Coverage is not available
• LexLink cannot provide the selected service
• The final package price is not accepted by the customer
• The order has not yet been activated
• Hardware has not yet been used or damaged

Where a refund is approved, LexLink will process it using the original payment method where possible.

After activation

Once a service has been activated, monthly subscription fees are generally not refundable for the active billing period, unless required by law or approved by LexLink due to a verified service issue.

If a customer cancels after activation, the service may remain active until the end of the paid billing period unless otherwise agreed.

Router and hardware refunds

Routers, SIM cards and other hardware may be returned only if:

• The item is unused and in original condition
• The item is returned with original packaging and accessories
• The return is requested within the applicable return period
• The item has not been damaged, misused, locked, altered or physically abused

Hardware that is damaged, incomplete, used incorrectly or missing parts may not qualify for a full refund.

Defective goods

If a router or device is defective, LexLink will assess the item and may offer a repair, replacement or refund where applicable.

A device will not be treated as defective if the issue is caused by misuse, physical damage, liquid damage, power surge, incorrect setup, unauthorised modification or customer negligence.

Fibre and installation fees

Installation fees may not be refundable once installation work has started, a technician has been dispatched, or a network provider has charged LexLink for the installation.

If installation cannot proceed due to lack of coverage or technical feasibility, LexLink will review the matter and advise the customer of the available options.

Delivery and shipping fees

Delivery or shipping fees may be non-refundable once the courier has collected or delivered the item, unless the return is due to an error by LexLink or a defective product.

Online payment refunds

Payments made through secure checkout or another payment provider may take several business days to reflect after the refund is processed. Bank processing times are outside LexLink’s control.

Refund processing time

Approved refunds will be processed as soon as reasonably possible. Processing times may depend on the payment provider, bank, internal checks and the reason for the refund.

Non-refundable items or charges

The following may be non-refundable unless required by law:

• Activated monthly subscription periods
• Used or damaged routers
• Delivery fees after dispatch
• Installation fees after work has started
• Activation fees after activation
• Custom or special-order items
• Services already provided

How to request a refund

To request a refund, contact LexLink with:

• Full name
• Order reference
• Contact number
• Reason for refund
• Proof of payment
• Photos of hardware if applicable

Phone/WhatsApp: 0740030086

Email: support@lexlinks.co.za