Customers accept all terms and conditions prior to purchasing
from this site. Please read the terms and conditions prior
to ordering as we will not be responsible for customers
not reading the conditions before purchase.
No returns after 10 days from ORDER DATE.
20% Minimum restocking fee is applicable on all returns
All satellite dishes purchased through this site are non-refundable.
We will only replace defective parts. The reason for this
is we only want to retail "new" product to our
customers and we do not want any opened item stock. There
will be no refunds on satellite dishes. If the dish is
sent back to our warehouse, it will be considered abandoned
property. We do not accept these items back and will not
pay for return shipping on them being shipped back. If
you request an RMA on a package, the RMA is only valid
for the package equipment and not the Satellite dishes.
Please be advised that we will not tolerate charge-backs
on items that are not returned to our warehouse. Dishes
will not be accepted back, but this does not mean that
the rest of the package should not be returned if we have
provided an RMA to you.
If you cancel an order before it is shipped, you will
be charged an unrecoverable merchant fee for the cancellation.
Normally this is a 4% non-refundable credit card fee,
plus $5.00 refund transaction fee. This can change based
on customer's original order. These merchant fees are
not refunded to our company by the credit card processor
under your cancellation and Retail Merchants will not be responsible
for these fees should you change your mind. These fees
are applicable to products that have been placed as "Prepay
Only" or "Backordered" should you change
your mind on the order. You will see a detailed account
of these refund fees on your refund receipt sent to you
by the credit card processor to your email address. Should
you not receive this receipt you may submit a request
that this information to be resent.
If there is a problem with your order and we have attempted
to contact you with no response for 3 or more business
days, your order will be refunded as per our refund policies
posted on this site.
Retail Merchants is not responsible for customers entering
an incorrect email address at time of purchase, or if
your email client routes our messages to a junk or spam
No returns are accepted without an RMA issued from this
company Retail Merchants and its corresponding sites. If you
return a product without an RMA the package will be refused.
All packages must be returned via traceable method. All
returns are sorted by tracking number when they are accepted
into the warehouse and without a tracking number the product
will be considered abandoned if we cannot confirm delivery
of the product within 4 days of delivery. We are not responsible
for returns sent back without a tracking number. You will
not see a refund post to your card, until a tracking number
for the return, or exchange is provided. Do not use self
serve USPS terminals, as these tracking numbers that are
issued are not traceable via the web.
To obtain an RMA # (Return Material Authorization) Number,
please contact the service department at the following
No returned merchandise will be accepted without a VALID
return authorization number on the shipping label. To
obtain an RMA number, the Customer should be prepared
to give the following information:
1. Customer name and address
2. Serial number of the product
3. Description of the malfunction or defect, if any
4. Proof of date of purchase and/or receipt
5. Specifications concerning model number, and any options.
In the event that you download any software to your receiver,
the warranty is voided. Please note again that Retail Merchants
is not responsible for the manufacturer's warranty, this
is a manufacturer warranty provided by the MANUFACTURER.
We can provide the contacts to the manufacturer at request.
Any unauthorized software or non-manufactures firmware
uploaded to your receiver will automatically void the
warranty of the receiver. The manufacturer does not support
third party software, and neither does this website or
its parent company Retail Merchants. Should you modify your
receiver in any way, you will void your warranty. We are
not responsible for receivers that have been modified.
In the event that you have been given an RMA by this company
and the product is returned to our warehouse, it will
be tested by one of our technicians. Should you return
your receiver and not inform our company that you have
downloaded software to your receiver and the technician
tests it and finds out that this is the reason for the
failure of the equipment, you will be charged a technician
fee, as well as a repair fee and return shipping. If you
have been given our account to return the product back
to our warehouse and it is found that you have modified
your receiver and it needs to be repaired, you will also
be charged this shipping cost that was put on our account.
Should you choose not to repair, the receiver within 5
days of notification (via email to the email address given
at the time of the order), the receiver will be considered
abandoned. You will not receive any refunded funds for
this receiver, and in the event that this was charged
to our account for shipping, you will be charged these
fees to your credit card on file. Exchanges are not permitted
on repair receivers. Retail Merchants is not responsible for
accessories returned with repairs. Should you return a
product back for repair with batteries, manual, diseqc
switches, remotes, cables, or any other accessories you
will risk these items not being returned to you at the
completion of the repair. We are not responsible for items
sent back for repair being lost or damaged in shipping,
please ensure that you have the correct insurance on your
return package, as well as tracking, and proper packaging.
1) Coolsat - www.coolsatusa.com
2) Pansat - www.pansatusa.com
3) Viewsat - www.viewsatusa.com
4) Neusat - www.neusatusa.com
Returned merchandise for Repair:
1. Make sure you complete and return to the manufacturer
the warrantee registration card provided with your receiver
2. A $35 labor charge, plus return shipping charge will
be assessed on products or accessories returned for warranty
3. Customer is solely responsible if RMA Merchandise
is damaged in shipping. Any such unit will be repaired
at standard out of warranty rates.
4. Customer is responsible for shipping / insurance to
our warehouse. We are not responsible for returned items
lost during shipping. Make sure you have enough insurance
5. RMA numbers are valid for no more than 15 (fifteen)
days from issue date.
6. We cannot guarantee that any RMA Merchandise will
be delivered on a specific date.
7. We will attempt to ship RMA Merchandise from Mail-In
Service within 5 to 10 working days of receiving the unit.
8. Repair Merchandise will be considered abandoned if
no contact with the customer can be made within 5 days
of receipt. At that time, the abandoned merchandise will
become the property of us.
9. Accessories should not be returned with the repair
item. This includes Diseqc switches, remotes, batteries,
manuals, cables and any other accessories not specified
here. We are not responsible for accessories that are
not returned with the repaired receiver.
10. Warrantee work is provided by the MANUFACTURER and/or
their representative directly and not by us. When you
got your order the first time, your item came with a warrantee
card and the address where to send it for repairs or warrantee
claim. We can provide contact information upon request.
Returned merchandise for Refund:
1. All returned merchandise for refund must be in absolute
perfect and new condition, in original carton with all
manufacturers included accessories.
2. Minimum restocking fee is 20% for all returned merchandise.
3. Missing accessories will result in a reduced credit
amount by the actual replacement cost of those items.
4. All warranty cards (if initially provided by the manufacturer)
must be left blank.
5. Original merchandise box must not be defaced or altered
in any way.
6. If products is purchased in new condition and returned
in a condition such that it cannot be resold as new (
damaged, scratched, with missing or damaged packaging,
and/or missing parts), another 25% refurbishment fee will
be applied in addition to the restocking fee.
7. Merchandise initially returned as defective, whose
defect cannot be verified, will incur a restocking fee
as well as a freight charge for replacement shipment.
8. Merchandise initially shipped 'double-boxed' must be
returned to us in like fashion.
9. Shipping charges are not refundable.
10. Purchaser is responsible for shipping / insurance
to our warehouse. We are not responsible for returned
items lost during shipping.
11. Credits will be posted to the appropriate account
within 14 days of receipt
12. Any freight-damaged goods should be reported immediately
within 5 days of receipt to UPS. We are not responsible
for lost packages. We will submit a claim form within
5 days, as your package is insured. If it is found that
the carrier rules in your favor, they will issue a check
to replace the missing items, and the product will be
reshipped. We do not issue refund checks for missing product.
We will replace the merchandise should the carrier rule
in your favor.
13. Customers will receive less than full credit on any
merchandise returned to sender as either refused or undeliverable
(other than freight damaged goods) due to return shipping
14. NO RETURNS ARE ACCEPTED beyond 10 days from ORDER
Packaging the unit:
o Use the original box and packaging materials if possible.
o If the original packaging is not available use a box
that will allow for proper protection.
o Include a copy of your invoice/receipt inside the package.
Addressing the unit:
The RMA # must appear on the outside of the package or
our Receiving Department will refuse to accept the package.
NOTE: Warrantee is provided by the manufacturer and/or
their representative directly and not by us.
Shipping the unit:
You are responsible to pay for the shipping of the unit
We recommend that you insure your package, as we cannot
be responsible for any damage to or loss of the unit until
it is received in our facility.
The following shipping methods are recommended: UPS, Federal
Express, DHL, or Airborne Express.
If you use the US Postal Service make sure you use Certified
or Registered with a tracking number. Do not use self
service USPS terminals as they are not traceable via the
web and we cannot confirm receipt.
Any questions about this or other policies of the company
please email us.