When Equipment Must Be Returned
Rented equipment (router, modem, TV boxes) must be returned within 21 days of service cancellation. Purchased equipment never needs to be returned.
Non-Return Fees
If rented equipment is not received within 21 days of cancellation, the following fees are charged to the final invoice:
- Wi-Fi 6 router: $150
- Modem: $100
- Mesh extender unit: $75 each
Fees are reversed if the equipment is returned in working condition within 60 days of cancellation.
How to Return Equipment
- Drop-off: Any NovaNet retail store. Bring the equipment and the account number; a return receipt is issued on the spot. No packaging needed.
- Prepaid shipping label: Request a label in the account portal (Account > Equipment > Return) or from a support agent. Pack the equipment in any sturdy box and drop it at any courier location. Allow up to 10 days for the return to be processed after shipping.
Customers should keep their return receipt or tracking number for 90 days.
Damaged Equipment
Normal wear is acceptable. Equipment returned with physical damage (cracked casing, liquid damage, missing power port) is treated as non-returned and the non-return fee applies. The Billing Team reviews damage assessments on request via a billing dispute.