Return and Refund Policy

Last Updated: October 2026

Thank you for choosing our satellite installation, maintenance, and setup services. We are committed to delivering high-quality workmanship and reliable equipment. This policy outlines our return, refund, and warranty terms for both services provided and hardware supplied.

1. On-Site Callout & Diagnostic Fees

• Non-Refundable Services: The standard R250 callout fee covers our technician’s travel, time, and signal diagnostics. Once a technician arrives at your site and conducts the diagnostic check, the callout fee is non-refundable regardless of whether you proceed with additional recommended repairs or hardware upgrades.
• Credit Toward Repairs: If you approve an immediate repair or hardware replacement recommended during the callout, the R250 fee may be credited toward the total cost of the work completed on the same visit.

2. Installation & Workmanship Warranty

• Workmanship Guarantee: All installation services, alignment work, cabling, and ExtraView link setups come with a 30-day workmanship guarantee.
• Remediation: If you experience signal loss or technical faults related directly to our installation (e.g., loose cabling or bracket movement due to installation issues) within 30 days, we will return to inspect and rectify the issue free of charge.
• Exclusions: Our guarantee does not cover service issues caused by:
  • Severe weather events, storms, wind damage, or severe physical interference after installation.
  • Customer tampering, relocation of equipment, or unauthorized third-party adjustments.
  • Faults originating from external service providers (e.g., MultiChoice network outages or account suspension).

3. Hardware & Equipment Returns (LNBs, Decoders, Switches)

Defective / Faulty Hardware

• Warranty Period: All hardware supplied (DStv Smart/Twin LNBs, HD/Explora decoders, Smart Switches, connectors) is covered by the manufacturer's standard warranty (typically 12 months from the date of purchase/installation).
• Replacement Process: If a hardware component fails within the warranty period, we will inspect the device on-site or at our premises:
  • Within 7 Days of Installation: Immediate replacement with a new unit or full refund for the hardware component if a replacement is unavailable.
  • After 7 Days (Within Warranty): The unit will be assessed and exchanged according to manufacturer repair and exchange policies.

Non-Defective Returns & Cancellations

• Hardware Return Window: Unopened and unused hardware purchased directly from us can be returned within 7 days of delivery or purchase for a refund or store credit.
• Conditions for Non-Defective Returns:
  • Items must be in their original, undamaged packaging with all accessories, manuals, and protective seals intact.
  • A standard 10% to 15% restocking fee may apply to cover administrative and return shipping costs.
  • Labor or callout fees associated with initial delivery or setup remain non-refunded.

4. Refund Process

• Processing Time: Approved refunds will be processed within 5 to 7 business days via the original payment method or electronic funds transfer (EFT).
• Proof of Purchase: A valid receipt or tax invoice is required for all returns, warranty claims, and refund requests.