Returns & Cancellation

Overview

This policy explains how returns, refunds and cancellations work for purchases made via Next Day Broadband (NDB). It covers your statutory rights under UK consumer law, plus our process for returning equipment and stopping your service.

14-day right to cancel (consumer purchases)

If you are a consumer (buying as an individual), you typically have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

• The 14-day period starts the day after you receive the goods.
• To cancel, you must tell us clearly (email is fine) within the 14-day period.
• After you cancel, you must return the goods promptly (see “Returning goods” below).

How to cancel your order

Email us at admin@nextdaybroadband.co.uk with:

• Your full name
• Order number
• The item(s) you want to cancel/return
• The reason (optional, but helpful)

Cancel your monthly service

If your broadband service is billed monthly (rolling), you can cancel at any time. In most cases, cancellation will take effect at the end of your current billing period (unless we confirm otherwise).

• To cancel, email admin@nextdaybroadband.co.uk with your account/order details.
• If you cancel, you remain responsible for charges already due up to the cancellation date.
• If equipment must be returned as part of your plan, we’ll confirm the return steps by email.

Returns and refunds

When you can return

• Changed your mind: You can return within 14 days of delivery (consumer orders), provided items are returned in acceptable condition.
• Faulty or not as described: You have additional rights under UK consumer law. Contact us and we’ll put it right.
• Damaged in transit: Tell us as soon as possible and ideally within 48 hours of delivery so we can investigate quickly.

Condition of returned items

We ask that returned goods are sent back:

• With all accessories, cables, manuals and original packaging where possible
• In a clean, reasonable condition (you can open and inspect items, but please avoid excessive use)
• With any SIMs/equipment protected to avoid damage in transit

If returned items are missing parts or are damaged beyond reasonable handling, we may reduce the refund to reflect the loss in value.

Returning goods

Once your return is approved, we’ll confirm the return instructions by email. Unless we agree otherwise, returns should be sent to:

Next Day Broadband (NDB)
Sutton Road Repairs Ltd
36 Towerfield Road
Shoeburyness
Southend-on-Sea
Essex
SS3 9QT

Return postage

• For change-of-mind returns, you are usually responsible for return postage costs unless we state otherwise.
• For faulty/incorrect items, we will normally cover reasonable return costs (we’ll advise the correct method).

Proof of posting

We recommend using a tracked service and keeping proof of postage. You are responsible for the goods until they reach us.

Refund timing

Once we receive (and inspect if needed) your returned goods, we will process your refund as quickly as possible. Refunds are normally issued back to the original payment method.

• If you cancel within 14 days, we will refund you within 14 days of receiving the goods back (or evidence you’ve sent them).
• If you’re refunded for faulty goods, we’ll confirm the timescale in writing.

Delivery charges

Where the 14-day right to cancel applies, standard outbound delivery charges may be refundable in line with UK consumer rules. If you chose an enhanced delivery option (e.g., premium timed service), the additional cost may not be refundable.

Non-returnable items

Some items may not be eligible for return in certain circumstances (for example, items sealed for hygiene reasons once unsealed, or bespoke items made to your specification). If this applies to your order, we will make this clear at the time of purchase or in our email confirmation.

Problems, disputes and support

If something isn’t right, contact us first and we’ll do our best to resolve it quickly: admin@nextdaybroadband.co.uk.

Changes to this policy

We may update this policy from time to time to reflect operational or legal changes. The version published on our website is the current version.