Refund & Returns Policy

Last Updated: 21 February 2026

At Bulanet, we want to ensure you have the best hardware to power your internet experience. This policy outlines the conditions under which hardware can be returned, replaced, or refunded.

1. Cooling-Off Period (ECT Act)

In accordance with the Electronic Communications and Transactions Act, if you purchased your hardware online via www.bulanet.co.za:

  • You have a 7-day cooling-off period after receiving the hardware to cancel the purchase for any reason.
  • The hardware must be returned in its original, unopened packaging and in a resalable condition.
  • You will be responsible for the direct cost of returning the hardware (e.g., courier fees) unless the hardware is defective.

2. Defective Goods & Implied Warranty (CPA)

Under the Consumer Protection Act, all hardware supplied by Bulanet carries an implied warranty of quality for 6 months from the date of delivery.

  • Your Choice: If the hardware is found to be defective within the first 6 months, you may choose to have it repaired, replaced, or receive a full refund.
  • Exclusions: This warranty does not cover defects or damage resulting from:
    • Lightning strikes, power surges, or load-shedding-related electrical damage.
    • Unauthorized alterations or “firmware hacking.”
    • Physical abuse, liquid damage, or negligence.
    • Normal wear and tear.

3. “Free-to-Use” Routers

If your Bulanet package includes a “free-to-use” router:

  • Ownership: The router remains the property of Bulanet.
  • Cancellation: Upon cancellation of your service, the router must be returned to Bulanet within 10 business days of the service deactivation.
  • Non-Return Fee: If the router is not returned, or is returned significantly damaged, a replacement fee (typically based on the current retail value of the device) will be charged to your account.

4. Refund Process

  • Inspection: All returned hardware will be inspected by our technical team to verify the fault or condition before a refund is processed.
  • Timeline: Once a refund is approved, it will be processed within 15 business days via the original payment method (e.g., credit card or bank transfer).
  • Handling Fees: We reserve the right to charge a reasonable handling fee (up to 15%) if the goods are returned but are not in their original packaging or are missing accessories (cables, power bricks, manuals).

5. How to Initiate a Return

To start a return or report a faulty device:

  1. Contact our support team at info@bulanet.co.za.
  2. Provide your account number and proof of purchase.
  3. We will provide you with a Return Merchandise Authorization (RMA) number and instructions on where to send the device.