Router and Modem Return

If your service has been cancelled or disconnected, your equipment must be returned to avoid a non-return equipment charge. This applies to:

• Fibre customers: your router
• Wireless broadband customers: your modem

🆕 Equipment return fee (customers who signed up from August 2025)

If you signed up with Zeronet from August 2025, an equipment return fee will be charged at the time of cancellation:

• Fibre router: $99
• Wireless broadband modem: $299

If your equipment is received back within 14 days of your disconnection date, this fee will be fully refunded. If it is not returned within this timeframe, the charge will stand.

⏳ Return timeframe

Your router or modem must be returned within 14 days from your disconnection date.

If it is not received within this timeframe, a non-return equipment charge will apply:

• Fibre router: $99
• Wireless broadband modem: $299

📦 Return options

Option 1 – Return via your own courier (lower cost option)

You may return your router or modem yourself using NZ Post or your preferred courier provider. This option is usually cheaper than $45. Please ensure it is securely packaged, includes the power adapter and any other supplied accessories, and is sent with tracking.

Option 2 – Zeronet return bag ($45)

We can arrange a prepaid courier return bag for $45. This includes delivery of the return bag and prepaid courier label.

📍 Zeronet Return Address

Please reach out to us via Email or Live Chat if you wish to receive a return bag for your router or modem. Charges apply.