Question 1

I want to return my box because I have changed my mind

Accepted Answer

If you have changed your mind and want to return your new Freesat Set Top Box please contact our Customer Support Team for assistance.

For more information on this process please read our returns policy at the footer of this page under Returns and Exchanges.

If you purchased your Freesat Set Top Box from one of our retailers, you will need to return your Box to them directly, in line with their returns policy.

Question 2

My box is faulty, can I return it or get an exchange?

Accepted Answer

If you're having issues with your box, we recommend you search our FAQs for troubleshooting tips to resolve your issue.

If the problem persists please contact our Customer Support Team for additional support. They will also be able to help with any returns or exchanges.

For more information on this process please read our returns policy at the footer of this page under Returns and Exchanges.

Question 3

When will I get my refund?

Accepted Answer

Once your return or order cancellation has been confirmed we will make any refunds due to you as soon as possible within 14 days from the day on which we receive the product back from you.

You can expect your refund to show within the account of the original payment card within 3 to 5 working days.

If your refund does not appear in your account within 10 days please contact our customer team who will be able to assist with your enquiry.

For more information on this process, you can read our returns policy at the footer of this page under Returns and Exchanges.

Question 4

I'm worried about going to the post office, can I arrange a collection to return my box?

Accepted Answer

We want to make sure our customers feel safe during this difficult time. If you are concerned about visiting the post office to return your box, please let our customer team know and they can assist you in arranging a pick up service free of charge.

Question 5

Can I return my product without a proof of purchase?

Accepted Answer

We do require a valid proof of purchase to allow you to return your box. If you purchased your box from Freesat then a receipt and invoice will have been sent to the email address that you used when you placed your order.

It may be worth checking your junk email or spam folder in case your proof of purchase emails have been redirected there.

If you still cannot find your emails, please contact our customer team so that they can further assist you.

Question 6

I don't have a printer for my returns label

Accepted Answer

Our customer team will send you a returns label from Royal Mail by email. If you do not have a printer, you can also show your label and its QR code on your mobile or tablet device at the post office. Alternatively, we can send you a returns label by post to attach to your parcel. Contact our customer team for further assistance.

Question 7

How will I receive my refund?

Accepted Answer

Your refund will be processed via the same method you used to place your order. Find out more about when you'll receive your refund.

Question 8

Are there any circumstances where the manufacturer’s warranty will not apply?

Accepted Answer

Exclusions under the warranty include:

4K (Recordable) TV Boxes being used by businesses Where proof of original purchase cannot be provided Faults reported, or 4K (Recordable) TV Boxes which develop faults after the expiry of the warranty period. Any product other than those listed in the box below:

Freesat 4K Recordable TV Box / 500GB / UHD-4X-500

Freesat 4K Recordable TV Box / 1TB / UHD-4X-1000

Freesat 4K Recordable TV Box / 2TB / UHD-4X-2000

Freesat 4K (Recordable) TV Box / Not applicable / UHD-X 4K (Recordable) TV Boxes refurbished and sold by Freesat (also referred to as “graded” products).

Any software on the 4K (Recordable) TV Box.

Any cosmetic damage to the 4K (Recordable) TV Box (e.g. scratches or dents), or any damage through normal wear and tear, including consumable parts that may wear our over time e.g. batteries supplied with the remote control.

Any 4K (Recordable) TV Box which has been opened, repaired, altered or modified by someone other than a Freesat representative, or a service provider authorised by Freesat.

Any 4K (Recordable) TV Box which has had its serial number or “warranty void label” broken, removed, obliterated or altered.

Question 9

Does the Freesat manufacturer’s warranty apply to a Freesat enabled TVs, or Humax & Manhattan boxes?

Accepted Answer

No, it does not. Our warranty only covers our range of 4K TV Boxes (both recordable and non recordable).

If you have Freesat enabled TV or box made another manufacturer such as Manhattan or Humax, then you’ll need to contact that manufacturer to see if they offer their own manufacturer’s warranty, and that you fall within that warranty window.

Question 10

What’s covered under the manufacturer’s warranty / guarantee?

Accepted Answer

Our warranty covers repair or replacement (within the warranty/guarantee period) of a faulty Freesat Recordable 4K TV Box or Freesat 4K TV Box, the power supply unit, HDMI cable or remote control. Not all faults will be covered – exclusions do apply. Read our full manufacturer's warranty.

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