Refundpolicy.
14 days from purchase. Plain English. No restocking-fee small print.
This page covers refunds on physical hardware bought through Giant Communications — routers, handsets, ATAs, accessories. Service subscriptions (broadband, mobile, VoIP) follow our cancellation process and the statutory 14-day cooling-off under the T&Cs.
Last updated · 5 April 2021
From the date of purchase. The refund window.
Outside that window, the standard manufacturer warranty kicks in — typically 12 months on routers, 24 months on handsets. We'll still help, just not via a refund.
What qualifies for a refund.
All three conditions must be met. We inspect every return on arrival; items failing inspection won't be refunded.
Defective or not as described
Hardware that arrived faulty, or doesn't match the description on the order. Faults that develop later go through the standard manufacturer warranty route instead.
Unopened and completely unused
Box still sealed, no setup attempted. If you've powered it on, paired it, or run a SIM through it, that's outside the refund window — try warranty / replacement instead.
Original packaging, no damage
Box, accessories, manuals, ties, plastic wrap — all present and undamaged. Items posted back loose won't pass inspection.
The exclusions.
Honesty up-front. These don't qualify for a refund under this policy. Statutory consumer rights (Consumer Rights Act 2015) still apply on top — nothing here overrides them.
- Clearance or discounted hardware — only regular-priced items may be returned
- Items powered on, paired, or activated
- Damage caused by inadequate packaging on return
- Items returned without a Return Merchandise Authorisation (RMA)
How returns actually work.
- Step 01
Request an RMA
Email [email protected] with your order number and what's wrong. We issue a Return Merchandise Authorisation number — quote it on the parcel. Returns without an RMA are sent back to you.
- Step 02
We send the label
Prepaid return label by email. You don't pay to ship the item back, but the responsibility for packaging it properly is yours — if it's damaged in transit because of poor packaging, that voids the refund.
- Step 03
Inspection on arrival
Every return is unboxed and inspected against the eligibility list above. Pass → refund. Fail → we email you with the reason and send it back at your cost.
- Step 04
Refund processed
On pass, the refund hits your original payment method within 7–14 working days. We'll email you the moment it's processed; the actual landing time depends on your bank.
Your rights on top of this policy.
Consumer Rights Act 2015 + Distance Selling Regulations sit above this page. If they give you more than we do, they win.
- Faulty hardware that goes wrong after the 14-day window is covered by the manufacturer's warranty plus your statutory short-term / final right to reject.
- Distance selling (online order, no in-person showroom): you have an additional 14-day cooling-off right under the Consumer Contracts Regulations 2013 — even if the item is opened, provided it's not significantly diminished.
- Vulnerable customers — bereavement, terminal illness, hospitalisation, or moving into long-term care — see our vulnerable customer policy for additional waivers.
Need to return something? Start here.
Email the team with your order number; an RMA + prepaid label come back the same working day. No phone-tree, no chase.