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We want you to be completely satisfied with your purchase, because happy customers tell their friends about our products and services. We have over 150,000+ satisfied customers since 1998 and have maintained Platinum Power Seller Status since 2003.
Once your product arrives, you have 7 days to confirm that it’s in 100% working condition. If the unit is defective, please contact our customer support dept by Clicking Here to submit a ticket so we can resolve it for you.
All defective exchanges will be thoroughly inspected and determination will be made if eligibility requirements are met for repair or replacement. Please be sure to follow these guidelines to avoid any delay or denial of processing your defective exchange.
Defective exchange processing may take up to 10 business days from the time your package is received.
Exchanging a defective item
Unless otherwise specified below, we gladly accept defective exchanges on products within 7 days of receiving the product. We have sole discretion to exchange or repair the item and return it to you.
Simple 3 Step Defective Exchange Procedure
Step 1: Check Your Return
All products being returned must be 100% complete and must be packaged in original packaging. All packing materials, manuals, CDs, cables, switches, digital media, blank warranty cards and other accessories and documentation must be included in the original packaging, as provided by the manufacturer. A defective return will not be processed in the event any item(s) included in the original shipment to you is not present in the returned package. Items sent for return consideration will be immediately denied and GO Satellite’s defective return policy will not be honored in the event that a return shipment is received by us improperly packaged, altered or physically damaged.
Step 2: Request For An RMA Number
Email for a Return Merchandise Authorization (RMA) Number. Defective returns will not be accepted at our warehouse without a valid Return Merchandize Authorization (RMA) number. RMA numbers will expire after 14 days. Any return we receive without an RMA number will be documented and returned COD back to you.
Step 3: Ship and Insure Your Return
We strongly recommend that you fully insure the package you are returning. This is for your protection, in the event the package is lost or damaged in transit. We suggest that you use a “traceable carrier” that can provide you with “proof of delivery.” FTAdirect will not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by you, the customer, and is non-refundable.
All items will be inspected and tested upon receipt.
Any discrepancies including, but not limited to, the following list will result in the package being returned to the customer COD and credit or replacement will NOT be issued.
The following criteria will be followed in rejecting defective returns:
- Products which are improperly packaged. There must be a box around the original box. Do not attach shipping labels to the original product box.
- Products with any standard certification labels removed (UL listing, capacity, brand name, UPC code)
- Products or packages with barcode label removed
- Products with serial number which does not match the serial number on package or invoice (FTAdirect maintains serial number tracking)
- DAMAGE: Cracked components or damage to any circuit boards
- DAMAGE: Any dents, scratches, defacement or abuse of base casting
- DAMAGE: Torn or punctured tape seals
- DAMAGE: Loose, damaged or removed screws/fasteners
- FTA receivers and other items with a torn security seal will not be accepted for return
Open Box Items
GO Satellite does not offer defective exchange on open box or clearance items. All sales are final. Open box items have been inspected by our technicians and found to be in perfect working condition. All parts and instructions available at the time of open box item listing are included in the item packaging.
Satellite Dishes
We do not accept returns or exchanges for satellite antenna’s including the Vu Qube as we only sell product that is new in the box. We have no way of retailing an opened item satellite antenna. If a part of the antenna is defective or missing we will replace that portion.
HD Upgrade Modules (8PSK)
We do not accept returns or exchanges for HD upgrade modules as they are a user installed item.
User installed items do not have warranty due to static discharge and the likelyhood of customers not installing them correctly. All items are tested prior to shipping out and are confirmed in working condition before they leave the warehouse. We do not provide warranty on user installed items like 8PSK modules.
FTA Receivers
We do not provide or condone the use of third party software. Using third party software will void product warranty. All the FTA satellite receivers we retail are designed and intended for 100% legal free to air use only. All the FTA receivers we sell have been pre-loaded with the latest manufactures software by the manufacture. Do not load any file to your receiver without first contacting the product manufacturer. Only factory trained technicians are authorized to upgrade software to an FTA receiver. In the event that an FTA receiver is returned as defective and it is determined that factory or third party software was incorrectly installed which caused the damage, you will be charged a technicians fee, a repair fee, and return shipping. The fastest and safest way to get an FTA receiver repaired or replaced under the manufactures warranty terms is to contact the product manufacture and have one of their factory trained technicians look at the receiver.
General Order Cancellations
If you request an order to be cancelled we must be given 24 hours notice prior to shipment. If you cancel an order the same day that it is shipping we may not be able to stop the package as it may already be processed. If the package is shipped you will be asked to refuse the shipment and the item will be refunded once we receive the package back. Shipping charges that we incurr from the courier company (both to your location and the return shipment back to us) are the responsibility of the customer. There will also be a $15.00 refund fee to be applied to the credit.
Cancellation of an Order in Transit
If you decide to cancel your order and the accounting dept has already captured the funds for the order, you will be charged a 4% unrecoverable merchant fee, plus a $5 refund transaction fee. If your product has already been shipped, the shipping costs are not refundable. You will also be charged for the return shipping cost.
Lost Packages, Missing Products, and Courier Claims
In the event that the shipping company has lost your package, damaged your package, or items are missing from your order you must report this to the shipping company within 3 days of delivery. Also call our customer service dept within 3 days of delivery so we can open a claim or ship the missing items. A claim cannot be started after 3 days from the date of delivery, so please inspect your order completely. We are unable to issue refunds on lost packages, damaged packages, or missing products.
No Defective Exchanges will be accepted without a Return Merchandise Authorization (RMA) number. We do not offer refunds on returns defective or not. No exchanges on non-defective merchandise. All sales are final. We will (at our sole discretion) exchange or repair any defective product within 7 days of arrival. In the event that a store credit or refund if given on any product for any reason it will be subject to a restocking fee and a refurbishment fee if applicable.
Please ensure that all contents included in the shipment, as well as packaging, and weighbills are all saved and in tact for the courier to complete their inspection. Without these items the courier may not proceed with the claim and in this event GO Satellite will not be held responsible. Please ensure that you keep these items and do not discard of them.
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