Last updated: 15 August 2026
This policy explains your rights to return products or cancel services bought from TotalSat (Total AV Services Ltd, company number 11922298). It should be read alongside our Terms and Conditions.
1. Your right to change your mind
If you are a consumer buying from us online or by phone, you have 30 days from the day you receive your order to change your mind and return most products for a refund. This is more generous than the legal minimum of 14 days.
To cancel, contact us at [email protected] or 01622 535870 within the 30 day period, telling us your order details and that you wish to return the item.
2. How to return an item
Once you have told us you want to return an item, please send it back to us at 401 Luton Rd, Chatham, Kent, ME4 5BH within 14 days. You are responsible for the cost of returning the item to us, and we recommend using a tracked delivery service since we cannot refund items lost in transit back to us.
3. Condition of returned goods
Please return items unused, in their original packaging where possible, and with all accessories and documentation included. You may examine the goods as you would in a shop, but if the goods show signs of use beyond this, we may reduce the refund to reflect the reduction in value.
4. Refunds
We will refund you within 14 days of receiving the returned item, or within 14 days of you providing evidence that you have sent it back, whichever is sooner. Refunds are made to the original payment method used.
5. Items that cannot be returned
The following items cannot be returned under the change of mind right above, unless faulty:
- Products that have been custom made, made to order, or cut or configured to your specification (for example bespoke cable runs or bespoke satellite configurations).
- Installation or repair services that have already been carried out.
- Any product you have asked us to begin personalising or customising before the 30 day period ends, once that work has started.
6. Faulty or misdescribed goods
If a product is faulty, damaged, or not as described, your rights are not limited to the 30 day period above. Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, price reduction, or refund, depending on how long you have had the item and the nature of the fault. Please contact us and we will talk you through the options. We will always cover reasonable return costs for faulty goods.
7. Installation and repair services
If you cancel an installation or repair booking before the work has started, you will not be charged, other than for any parts specifically ordered in for your job that cannot be returned to our supplier. If work has already started or been completed, the change of mind right does not apply, though your statutory rights in respect of faulty workmanship are unaffected.
8. Contact us
Total AV Services Ltd, trading as TotalSat
401 Luton Rd, Chatham, Kent, ME4 5BH
Email: [email protected]
Phone: 01622 535870