Exchanges, Returns & Cancellations
On this page, we’ll tell you all you need to know about returning or exchanging a product bought on our website. If you’ve bought your product through another retailer, then please refer to their returns and cancellation policy.
CANCELLATION
How do I cancel an order?
If you wish to cancel an order that you have not yet received, please call 0345 313 0051. If the product has not yet been dispatched, we will cancel the order and refund your payment.
If the product has already been dispatched and you still wish to cancel, please see Returns – Unwanted Product below. You have 14 days to change your mind.
How will you refund me?
We will refund you the price you paid for the products by the method you used for payment.
When will the refund be made?
We will make any refunds due to you as soon as possible (once we have received the product back into our warehouse) and in any event within 14 days from the date of cancellation.
RETURNS
UNWANTED PRODUCT
Can I return an unwanted product?
Return window for unopened products: If, for whatever reason, you change your mind and would like to return your order after delivery, we are happy to refund or exchange your product as long as it is in its original packaging and unopened. You can return the product, in this condition, up
to 30 days after receiving the product. You will not be required to pay any applicable postage costs for faulty or unwanted returns within this period. Simply contact Customer Service and they will issue you with a pre-paid returns label.
Return window for opened products: In accordance with the Consumer Contracts Regulations, we will also accept the return of a product that you have opened, provided it was opened to inspect the product only. You have the right to a refund as long as you inform us of your decision to return within 14 days of the date of delivery of the product. You can examine the product as you would in a shop but to obtain a refund you must not use the product. The product must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories
How do I return an unwanted product?
If you wish to return an unwanted product, please let us know by doing one of the following:
(a) Phone Call customer services on 0345 313 0051 or
(b) Email Write to us at customerteam@freesat.co.uk or by using the chat or support form at https://www.freesat.co.uk/about/contact-us
Please provide your name, home address, details of the order and, where available, your phone number and email address. If you email us, our team will call you to talk through the process.
Our customer services team will advise you on the returns process and provide you with a pre-paid returns label. Please ensure that the product is properly packaged and sealed in its original packaging before sending
How will you refund me?
We will refund you the price you paid for the products including the original delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
If you are exercising your right to change your mind, we may reduce your refund of the price to reflect any reduction in the value of the goods caused by your handling them in a way which would not be permitted in a shop, or by damage in transit where you failed to package the product appropriately.
When will the refund be made?
We will make any refunds due to you as soon as possible and in any event within 14 days from the day on which we receive the product back from you.
FAULTY PRODUCT
How do I return a faulty product?
If you believe your product is faulty, please contact us. You can call our customer services team on 0345 313 0051 or by writing to us at customerteam@freesat.co.uk or by using the chat or support form at https://www.freesat.co.uk/about/contact-us
Within 30 days of Delivery
If your product is faulty and you inform us of the fault within 30 days of the date of delivery, we will offer you either an exchange or refund. You will not be required to pay any applicable postage costs for faulty or unwanted returns within this period. Simply contact Customer Service and they will issue you with a pre-paid returns label where appropriate.
After 30 days of delivery
We offer a one-year limited warranty the hardware of our Freesat 4K range of set top boxes (recordable and non-recordable models) (“4K Boxes”); see https://www.freesat.co.uk/legal-and-policies. The warranty starts from the date of purchase of the 4K Box and lasts for one year.
In accordance with the warranty terms, if your 4K Box develops a fault during the warranty period, we will offer you an exchange for the product. For the return of any separately purchased faulty remote control units after 30 days of delivery, please contact customer services for a replacement (or other applicable remedy) subject to and in accordance with your legal rights.
In all cases we reserve the right to inspect the product and verify any fault. We do not cover faults caused by accident, neglect, misuse, improper installation or normal wear and tear. We do not offer a warranty on 4K Boxes used outside of the UK or to anyone not acting as a consumer. Please see warranty for full terms and conditions, including exclusions.
What is the returns process?
If you’re looking to return your product to us, the best place to start is by calling customer services on 0345 313 0051 or writing to us at customerteam@freesat.co.uk. Our customer services team will advise you on the returns process and provide you with a pre-paid returns label where appropriate. Please ensure that any product to be returned to us is properly packaged and sealed (if possible) in its original packaging before sending – the team will provide you with some guidance on this.
When will my exchanged product be delivered to me?
Once we have received the returned product (where applicable) and validated its condition and/or your complaint, we will dispatch a replacement item that will arrive within 5 days. We will keep you informed about the status of your exchange and will email you once your replacement item has been shipped and is on its way.
How will you refund me?
If you elect to receive a refund within the initial 30-day period, we will refund you the price you paid for the products including the original delivery costs (if applicable), by the method you used for payment.
When will the refund be made?
We will make any refunds due to you as soon as possible and in any event within 14 days from the day on which we receive the product back from you (where applicable) and validated its condition and/or your complaint.
DAMAGED OR INCORRECT PRODUCT
How do I return a damaged or incorrect product?
If you unpack your product and find that it is damaged or the incorrect product, please contact us as soon as possible so that we can arrange a refund or exchanged product for you.
You can contact us by:
(a) Phone Call customer services on 0345 313 0051 or
(b) Email Write to us at customerteam@freesat.co.uk
Please provide your name, home address, details of the order and, where available, your phone number and email address. If you email us, our team will call you to talk through the process.
Our customer services team will advise you on the returns process and provide you with a returns label where appropriate. Please ensure that the product is properly packaged and sealed in its original packaging before sending.
When will my exchanged product be delivered to me?
Once we have received the returned product (where applicable) and validated its condition and/or your complaint, we will dispatch a replacement item that will arrive within 5 days. We will keep you informed about the status of your exchange and will email you once your replacement item has been shipped and is on its way.
How will you refund me?
If you elect to receive a refund, we will refund you the price you paid for the products including the original delivery costs (if applicable), by the method you used for payment.
We reserve the right to reduce your refund of the price to reflect any reduction in the value of the goods caused by your handling them in a way which would not be permitted in a shop, or by damage in transit where you failed to package the product appropriately.
When will the refund be made?
We will make any refunds due to you as soon as possible and in any event within 14 days from the day on which we receive the product back from you (where applicable) and validated its condition and/or your complaint.
Version 2. 28 October 2021