Your Statutory Rights
 

Cooling-off Period 

At falconsat.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 7-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 7 days of the date you received the item. Read more about our 7-day returns guarantee at: Returns-Policy.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for digital items (eg: e-Books) where the item has been downloaded. We regret that we also cannot accept cancellations of contracts for the purchase of Official Cards/ Subscription Cards where the item has been unsealed and/or activated.

To cancel your purchase within the seven-working-day cooling-off period, please visit our Returns Support Centre and print out a personalised return label for your item, giving the reason for the return as "I just don't want it anymore". Please package the relevant item(s) securely and send it to us using the personalised return label so that we receive it within seven working days of the day after the date that the item was delivered to you.

Please note that we cannot accept returns if you deliver them to us by hand.

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: giftwrapping).

As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge--we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/ccp/topics1/guide/homeshop.htm#cooling

Other statutory rights 

For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website at: http://www.consumer.gov.uk/consumer_web/shopping.htm#4

Click here to go back to the main returns policy page.

Return a Damaged, Defective or Incorrect Item

This page explains what to do if you've received a damaged, defective or incorrect item from falconsat.co.uk. This returns policy does not affect your statutory rights.

Our Returns Support Centre will guide you through our Returns Policy and provide you with a printable personalised return label.

If the item was damaged in transit

• If you take delivery of an falconsat.co.uk package and the contents have been damaged in transit, you can return the item(s) to us within 7 days of receipt for exchange.

If the item is defective

• You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please visit our Returns Support Centre.

If we sent you an item you did not order (an "incorrect" item)

• As soon as you find out we've sent you an incorrect item, go to the Returns Support Centre and print out a personalised return label for your item. Send the incorrect item back to us using a personalised return label. If you want us to replace the item we sent you with the item you ordered, choose the "Replacement" option in the Returns Support Centre, and we'll send you the correct item as soon as we can.

Note: in the event of falconsat.co.uk sending you a replacement for a damaged, defective or incorrect item, you must return the original item to falconsat.co.uk within 7 days. falconsat.co.uk reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 7 days of the date on which falconsat.co.uk confirms we will issue a replacement.

This page describes how we calculate refunds and outlines our policy on gift refunds and gift certificate refunds. Our refunds policy does not affect your statutory rights. Some notes about refunds:

• When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

Our Returns Support Centre will guide you through our Returns Policy and provide you with a printable personalised return label.

Viewing Cards/Subscriptions:

As with a number of products on our site Viewing Cards are often offered by us at heavily discounted rates. We would like to make customers aware that if a situation arises where a further pro-rata payment is required the amount due may be calculated based on the normal retail price and not the discounted one that was originally paid. Furthermore when purchasing viewing cards please be aware that we are not the programme provider, we have no control over programming content, satellite location or the addition or removal of channels from a broadcasters bouquet. If you purchase a subscription from us you are agreeing to this contract and waver your rights to cancel. Unless otherwise stated all viewing cards are for domestic use only.

Due to the nature of the product, subscription viewing cards are not covered by a warranty unless they are official subscription cards and these are under warranty for as long as the broadcaster is broadcasting the programmes the card was intended to receive. The card is NOT covered if broadcasting stops due to the broadcaster going out of business or a change in schedules, or if the broadcast infringes UK broadcast law. If this is the case we are not liable for this action and you have bought said subscription cards with this knowledge.

If a channel provider decides for whatever reason to re-issue a new series of their smartcard the cost to the consumer is likely to be between £10 and £20, regardless of when the original subscription was purchased.

How Refunds Are Calculated

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us. We will also refund the cost of giftwrapping and other services provided to you in connection with your purchase, where applicable.

Items returned within the seven-day cooling off period

By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item only. You will be charged for the free postage and you will bear the return postage costs.

We will not refund the cost of giftwrapping, delivery and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.

25% Restocking fee will also be charged if the item is not faulty. Also for any non faulty items you'll receive a voucher for the value of your return deducting the restocking fee and any postage cost. The voucher may use as part or full payment for future purchases from our website.

Items returned under the 7-day returns guarantee

Where you are withdrawing from your purchase between seven days after delivery, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of giftwrapping, delivery or other services provided to you in connection with your purchase and you will be charged for free delivery if you received any.

Gift Refunds

If you return a gift purchased for you at falconsat.co.uk, you'll receive a gift certificate for the value of your return, which you may use as part or full payment for future purchases from our website. Don't worry, we won't let the person who sent you the gift know about your return.

Please remember that normal returns criteria apply and that the refund will not include the cost of returning the item to us or giftwrapping costs unless the return is due to an error on our part.

Gift Certificate Refunds

If you return an item for which you used a gift certificate as part or full payment, we will refund the gift certificate portion to your gift certificate account and any non-gift certificate portion to the card used for the original transaction.

Gift certificates connected to specific promotions are generally non-refundable. See terms and conditions for individual promotions.