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Refunds & Returns

Returns and Faults

Please do not return a product without making contact using the telephone line (see invoice), seeking advice and agreement and booking in a return. You will need a returns number.

Goods should be returned in their original packaging and protected by outer packaging like an outer box.

When returning goods to us, a product must be packaged so that the manufacturers packaging is not damaged e.g. receivers etc. should be packaged in an outer box to protect the manufacturer’s box.

All returns must be booked in by telephone where we have replied and agreed to a request for service or return. 95% of all faults can be sorted out over the phone or by e-mail without ever having to return a product.

Do not return a product without making contact, talking to an engineer, and (if the fault is more serious) booking a return in advance.

A 25% restocking fee will be imposed for goods correctly supplied.

Do not send goods back without a covering letter or the goods will not be examined until you eventually ring in. We do not have time to guess at the fault symptoms or wonder who sent it (Phone No. also required). “No fault found” returns will incur the return carriage charge.

Refunds are not possible for smart card subscriptions. Once a card has been started, the subscription runs for a year and cannot be stopped.

Returns that are not collected

Customers are notified when a product needs to be collected. (E.g. repairs).

We can only store the item for up to 3 months.

After 3 months it will be disposed of.

Accepting Delivery

When accepting delivery of the goods you are responsible for checking them for damage. Any such claims for damaged goods should be telephoned to us within 3 days. The goods will not be left without a signature.  Any damaged goods must be noted on the courier consignment note at the time of delivery.

Personal Injury

Although we supply items and goods for DIY installations, we always recommend a competent, trained installer should be used to assist with the installation. We cannot accept claims for injury or damage that may occur to any person or property during or after the fitting of our equipment.

Your Cancellation Rights

Retail sales returns within the EU are dealt with in accordance with the "Distant selling regulations S.I 207/2001."

If goods are ordered in error the consumers can return the item within 7 days of receipt of the goods for full refund (excluding shipping charges).

Please note that if goods are ordered in error and then returned within this time scale, the shipping charge to the customer is not refunded. Also note that the customer is responsible for the safe return of the goods to us. The return address is on your invoice.

It should be noted that goods should be returned complete and in as supplied condition otherwise a refund may be refused. We would recommend that goods are returned in the outer packaging that was used to send them out in. This protects the goods and the manufacturers packaging from damage and courier stickers. Please return them with the same care and (if possible) protective outer packaging that was used in the shipping of them to you.

Refunds are usually issued with 30 days.

Please note that if goods are ordered in error and return the item within 7 days of receipt of the goods, if goods were sent out with "delivery charges included" that means that a percentage of the price is in fact the delivery charge. A return would therefore have this delivery charge deducted from the refund.

These delivery charges are approximately £10.00+VAT