Our Returns Policy

We at Alltrade Aerial and Satellite Ltd. try really hard to make sure all of our customers receive the products they order, promptly and in the best of condition.

However, we are all human and mistakes can happen with incorrect products being picked for despatch. Delivery and handling by our overnight carriers isn’t under our control and mistreatment, although very rare can happen. You might even have ordered the wrong item by mistake and not realise until you have received it.

Most suppliers take a dim view of returns and they stack up in the corner of a warehouse until someone gets around to checking them out, not here! We have a team dedicated to sorting out any problems you may have and as such our returns policy is regarded as the best within the Industry.

Who do you contact should you need to return an item?

If you need to return goods for whatever reason, contact your local branch or our returns department (01273 765172) within ten working days (two weeks) of your purchase invoice date for advice on what to do next.

Incorrect or damaged items

If you receive an item incorrectly or damaged we will resolve the problem straight away, either on the very next delivery (where applicable) or by using our carrier company (thankfully this is very rare).

Changing your mind

If you are returning goods simply because you have changed your mind, they must be unopened and in perfect condition. These items may be subject to a 15% handling/re-stocking charge.

‘Dead on Arrival’ (DOA)

If upon installation an item is found to be faulty we will replace it (limited to 28 days from the date of purchase from us). We can arrange for a chargeable advance replacement, which will be credited when the faulty product is returned. Items must be returned immediately and credits will not be raised if there is no actual fault found or the product has been mistreated or incorrectly installed.

All faulty goods returned require a short note explaining the problem and measures you have taken to check the item is actually faulty. Any accessories must also be returned in their original condition.

Warranty

All products we supply are covered by a minimum of a year’s warranty (excluding NiCad batteries), some manufacturers offer an extended warranty and we will arrange the repair or replacement of covered products on your behalf subject to the manufacturers returns policy.

For customers outside the van delivery areas return of any under-warranty goods will need to be arranged. Please note some products under warranty can be collected and repaired/replaced by the manufacturer direct so please always check with our returns department before taking any action whatsoever.

If you arrange to return anything it will remain your responsibility until we have physically received it. Proof of postage cannot be regarded as proof of delivery. We therefore suggest you use recorded delivery, registered post or a carrier company to return any items. You should also take out adequate insurance for expensive goods to their full value in case of loss or even damage whilst in the postal service.

NB. The Alltrade returns policy cannot apply to any specially ordered items and you must contact us before attempting to return incorrectly ordered goods or committing to your customer over our ‘DOA’ Policy for any products especially ordered for you.

Contact Returns Department

Phone: 01273 765172
returns@alltrade.co.uk