Returns and Refund Policy
1. Unwanted Goods
This section defines how to return unwanted goods. If you wish to return items to us such as it does not suit your purpose or if you have simply changed your mind, To return an unwanted item, the following criteria must be met:
• You must have contacted us by phone or e-mail within 14 calendar days of receipt of your goods.
• If the product is computer software or equipment for recording then it must be returned unopened & unused.
• The goods must be returned complete with ALL accessories and manuals/guides including free gifts.
• The goods must be unopened, unused and returned in all original sealed packaging suitable for resale.
• Once an exchange/refund has been agreed the goods must be returned to us within 14 calendar days.
As long as the goods are sent back to us in the same condition that they were sent to you, we will provide a full refund. It is your responsibility to return the goods to us in a safe and secure manner. If you decide to cancel your order and it’s been more than 14 calendar days since you received your goods, it will be at our discretion whether we accept your return or not. Please be advised that all goods will be inspected upon their return. If the goods returned have been handled more than a basic inspection then we will deduct costs for their diminished value.
Cancellation of orders will be treated as Unwanted Goods (defined above) if the order has already been processed and dispatched. If you wish to cancel your order before dispatch then you must notify us before normal processing hours begin (8:30am - 2pm) or as soon as possible during normal processing hours.
2. Undelivered Goods
If your goods have not arrived within 10 working days of confirmed dispatch, you must notify us within 30 days of dispatch. Before you notify us, please check at your local sorting office/depot to see if the item is awaiting collection there. When notifying us, please confirm the delivery address that the item has been sent to. If the wrong delivery details have been provided and the item is returned to us by the carrier, then it will be your responsibility to pay for any additional charges incurred to resend the goods to you. If we are notified of undelivered goods more than 30 days after dispatch and we have had no prior notifications, we may be unable to help.
NOTE: If delivery address is outside of the United Kingdom, delivery estimates may be longer than 10 days. As such, our notification period will be extended by the estimated delivery time plus 30 days
3. Goods Damaged/Dead on Arrival
If you discover that your goods are visibly damaged on arrival, please sign as "Damaged" and accept the delivery, then contact us within 48 hours and provide details of the damage. If more than 48 hours have passed before you report the issue we may be unable to help. Do not refuse to accept the delivery.
Please contact us if you have accepted delivery of your goods and later discover that they’re damaged. We will send you a prepaid label to return the goods back to us. Goods should be returned in their original packaging complete with all accessories and parts. Once we receive the returned damaged item we’ll issue a replacement immediately. Please note that in instances where we are unable to source a like-for-like replacement a full refund will be issued. Please allow up to 10 working days for your replacement item to arrive. OUTSIDE UK: If you are located outside of mainland UK, you are responsible for all postage costs to return the item to us.
4. Incorrect Item Received
While we do uphold a very high standard of picking & packing procedures, occasionally mistakes can happen. If you happen to receive an incorrect item then please accept the delivery as normal and notify us within 48 hours of receipt so that we can resolve the problem for you. Incorrect goods must be returned to us in an unused condition. When notifying us, please confirm the item/s you have received and the item/s you were expecting. If we are notified of incorrect goods more than 30 days after dispatch and we have had no prior notifications, we may be unable to help.
5. Goods have become faulty during use
If your goods become faulty during use and are still within the warranty period, then please check our warranty page for details on how to proceed. Goods outside of our warranty period are no longer covered by us but may still fall under the manufacturer's warranty period and will be subject to their own warranty agreement. Check your product or user manual for the manufacturer's details.
This short guide defines the returns, damaged/faulty goods and undelivered goods policy for satsecuretrade.uk. By purchasing products from the Satsecure website, you understand and agree to the current version of this policy. We reserve all rights to alter the webpage at any time. We may decide from time to time that it is necessary to update our site. It is your responsibility to check the website regularly for updates to our terms and conditions pages. Should this policy be updated you will still be able to find previous versions of this policy below this section for your reference.