Refund policy

 

Terms of Sale & Returns (UK)

1. General

These terms apply to all purchases made through our UK website. We comply fully with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in these terms affects your statutory rights & This policy does not cover International Sales.

2. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for any reason.

  • You must notify us within 14 days of delivery.

  • You then have a further 14 days to return the item.

  • Items must be returned in resaleable condition.

  • You are responsible for return postage for change-of-mind returns.

  • We may make a deduction if the item has been handled beyond what is necessary to inspect it.

Certain items may be excluded from change-of-mind returns where permitted by UK law.

3. Faulty or Defective Goods (After Delivery)

First 30 days

If your item is faulty, damaged, or not as described, you have the right to reject it within 30 days of delivery for a full refund, including original delivery costs.

We will also cover the cost of return postage, in most cases*

After 30 days and within 6 months

If a fault develops after 30 days but within 6 months:

  • You are entitled to a repair or replacement.

  • The law assumes the fault was present at the time of purchase unless we can prove otherwise.

  • We will provide this remedy at no cost to you*, including return postage**, testing, labour, and materials.

  • For Refurbished or used items these terms might be reduced, please check the point of sale pages which will state if warranty is provided on the item

If repair or replacement is not possible or fails, you may be entitled to a refund or price reduction.

After 6 months (up to 12 months or longer)

You may still be entitled to a remedy if you can show the fault was inherent at the time of purchase. Remedies and return costs will be handled in line with the Consumer Rights Act 2015.

4. Testing and Fault Diagnosis (Bespoke Items, Computer Components & Storage Devices)

Some products, including specially made bespoke items, hard drives, SSDs and computer components, may require technical testing to confirm a reported fault.

Our process:

  1. We may ask you to return the item for inspection and testing.

  2. Testing will be carried out using reasonable and industry-standard diagnostic methods.

  3. We will notify you of the outcome once testing is complete.

If a fault is confirmed

  • The item will be treated as faulty under UK consumer law.
  • We will offer a repair, replacement, or refund as appropriate.
  • Return postage** and testing costs will be covered by us.

If no fault is found (NFF)

If testing shows the item to be fully functional and no fault is identified:

  • We may ask you to cover the cost of return postage**, or
  • Deduct reasonable return costs from any refund, or
  • Require payment before returning the item to you

Any such costs will be reasonable, proportionate, and clearly communicated.

This does not affect your rights if the fault later proves to be intermittent or reproducible under different conditions.

5. Customer-Induced Damage

We reserve the right to refuse a free repair, replacement, or refund where faults are caused by:

  • Physical damage
  • Liquid damage
  • Improper installation or use
  • Electrical damage outside manufacturer specifications
  • Data loss or corruption (see below)

In such cases, return postage and any inspection costs may be chargeable.

6. Data & Backup Responsibility (Storage Devices)

Customers are responsible for backing up all data before returning storage devices.

  • We are not responsible for data loss during testing or handling.
  • Returned storage devices may be wiped as part of diagnostics or replacement processes.

7. Manufacturer Warranties

Some items include a manufacturer’s warranty. These warranties are in addition to, and do not replace, your statutory rights. Your legal contract remains with us as the retailer.

8. How to Return an Item

Before returning any item, please contact our customer support (via email or onsite chat box) with:

  • Your order number
  • A description of the issue

Unauthorised returns may be delayed or refused.

*For International Sales these terms generally apply, but the buyer will always need to cover Postage and Taxes. If you need details please ask before your purchase.

** In some cases we may ask you to return the item at your own cost if we can not reasonably find a method to get it back to your workshop, this can sometimes be the case for example if you live on a island of the UK or in an area not covered by our Couriers. 

We (Freesat Spares) are not liable for any lost of recordings on devices, in-use damage to items or parts during transit, misuse of items, late fees, collection costs applied by the delivery company, or any other costs that was not a result of our negligence.