Order Hotline: 0800 612 5117

From outside the UK: 0044 1892 833007 (9am-6pm, Mon-Fri)

Repairs and Returns

Repairs and Returns

On this page, we detail our policy terms and conditions for any product repairs and returns.

Returns/Refunds
Can I return a product without a fault? 
How do I return a product with a fault?
How are you responsible for smartcards? 

Warranty issues 

Who do I contact about warranty issues? 
Who pays the delivery costs for warranty cases? 
Will you service an item out of warranty? 

Can I return a product without a fault? 
Yes, if you dispatch the product/s back within 7 working days (commencing day after receiving goods), with a RMA number (please contact us in writing, by fax or e-mail), we can refund the cost of the goods. Goods must be returned in the condition that they were supplied (with all packing materials, manuals, accessories), and used only for a reasonable inspection period. 
We reserve the right to charge a re-stocking fee (up to 25%) for damaged goods, or the right to refuse a refund in exceptional circumstances (goods will be returned back to customer with customer covering postage costs).
Please include your order number, and contact details on all correspondence.
Smartcards/subscriptions are not applicable.
Please do not reject goods on arrival as some items are shipped directly by the manufacturer.

How do I return a product with a fault? 
Please contact us with details of the fault, we will aim to resolve this remotely (by e-mail or telephone) within 2 working days. If we require the unit to be returned we will issue a RMA returns number.

How are you responsible for smartcards? 
If a broadcaster closes, we can not be held responsible for loss of service. If the encryption format changes, or the broadcast moves, we may offer an exchange/upgrade deal - but this is subject to conditions we are offered by the broadcaster. While broadcasting, we will handle all activation and service issues on behalf of the broadcaster.

Who do I contact about warranty issues? 
Both ourselves and the manufacturer will be at hand for warranty related issues. Please contact us directly incase of a fault - we will put you in touch with a UK (or if you live abroad, a local) service agent - in the case of there being no local service agent we will handle the warranty issue directly.

Who pays the delivery costs for warranty cases? 
We cover the delivery costs from ourselves to the manufacturer, then manufacturer to the customer (sometimes via ourselves).

Will you service an item out of warranty? 
We are not covered to service an item out of warranty. However, if we have a quick solution for you, our Customer Support is happy to share this information with you. We can also forward any out of warranty service issues directly to the manufacturer to handle.

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