Terms & Returns
1. About Us
These terms apply to all orders placed with Pulsat (a trading name of DVB Direct Ltd). By placing an order, you agree to these terms.
A contract is formed only when your order has been accepted and dispatched. Order confirmation emails do not constitute acceptance.
2. Payment
2.1 All orders are processed in Pounds Sterling (£).
2.2 We accept major credit and debit cards. Orders paid by cheque will be dispatched once funds have cleared.
2.3 Bank transfer is accepted. For overseas transfers over £50, a £6 charge may be applied to cover bank fees.
2.4 All card orders must be submitted in the cardholder’s name and delivered to the registered billing address unless otherwise agreed.
3. Shipping
3.1 We ship to most destinations worldwide, subject to product and courier restrictions.
3.2 Delivery charges are calculated at checkout or advised prior to dispatch.
3.3 Any import duties, taxes, and handling charges in the destination country are the responsibility of the customer.
3.4 Delivery dates are estimates only and are not guaranteed.
3.5 We remain responsible for goods until they are delivered. Risk passes to the customer upon successful delivery.
4. Product Use & Broadcast Services
4.1 We supply receiving equipment and related accessories only. We do not supply or control any television, radio, or digital broadcast content.
4.2 Broadcast services, including subscription services and viewing cards, are provided by third-party broadcasters. We are not affiliated with or responsible for those broadcasters.
4.3 We are not responsible for any changes made by broadcasters, including:
- Channel or content changes
- Encryption or access changes
- Satellite or frequency changes
- Service withdrawal or suspension
4.4 Products that enable access to subscription or encrypted services may require activation. Once activated or registered, these products are non-cancellable and non-returnable unless faulty.
4.5 Viewing cards and subscription products are intended for private domestic use only and must not be used in commercial environments (including pubs, clubs, hotels, or communal settings).
5. Pricing
5.1 All prices are shown in Pounds Sterling (£).
5.2 Prices may change at any time prior to order acceptance.
5.3 All prices include VAT at the applicable UK rate.
6. Right to Cancel (Consumers Only)
6.1 Consumers have the right to cancel an order within 14 days of delivery under the Consumer Contracts Regulations 2013.
6.2 Returned goods must be:
- Complete with all accessories
- In original packaging where possible
- In a condition consistent with reasonable handling
6.3 We may make a deduction from the refund for any loss in value caused by excessive handling.
6.4 The right to cancel does not apply to:
- Activated or registered subscription products
- Digital content once accessed or activated
- Custom or special-order items
6.5 Standard delivery costs will be refunded. Return postage costs are the responsibility of the customer unless the item is faulty.
7. Returns & Refunds
7.1 Returns must be authorised before being sent back.
7.2 Refunds are processed within 14 days of receiving returned goods.
7.3 Items returned incomplete, damaged, or with missing components may be subject to deductions.
7.4 Non-faulty returns requested outside the 14-day cancellation period may be accepted at our discretion.
8. Faulty Goods
8.1 If a product is faulty, please contact us before returning it.
8.2 Within 30 days of delivery, faulty goods may be eligible for a refund or replacement.
8.3 After 30 days, we will offer repair or replacement in line with the Consumer Rights Act 2015.
8.4 Where an item is returned and no fault is found, we reserve the right to charge a reasonable inspection and return carriage fee.
9. Warranty
9.1 Unless stated otherwise, products include a manufacturer’s warranty.
9.2 Warranty covers manufacturing defects only and does not cover:
- Misuse or accidental damage
- Installation or signal issues
- Changes in broadcast services
10. Returns Procedure
10.1 Please contact us before returning any item to obtain authorisation.
10.2 Items must be securely packaged and include proof of purchase.
10.3 We reserve the right to return items sent without prior authorisation.
11. Business Customers
11.1 Business-to-business sales are not covered by consumer cancellation rights.
11.2 Orders for specially supplied or non-stock items may not be cancelled once processing has begun.
11.3 Returns from business customers are accepted at our discretion unless goods are faulty.
12. Limitation of Liability
12.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
12.2 We are not liable for:
- Loss of broadcast services or content
- Indirect or consequential losses
- Installation or compatibility issues outside our control
13. WEEE Regulations
We comply with UK WEEE regulations and offer free take-back of waste electrical equipment on a like-for-like basis when purchasing a replacement product. Returned items must be sent to us within 28 days of purchase.
14. General
14.1 We reserve the right to cancel or refuse any order.
14.2 These terms are governed by the laws of England and Wales.
14.3 Information on this website is provided as a guide only. Errors and omissions excepted.
15. Returns Address
Pulsat
Beech House
15 Beech Avenue
Harrogate
HG2 8DS
United Kingdom
16. Contact
Telephone: +44 (0)1423 788 900
Email: sales@pulsat.com
We aim to respond to enquiries within one working day.
17. Enquiries & Communications
We aim to respond to all genuine customer enquiries promptly.
We reserve the right not to respond to communications which are:
- incomplete or contain insufficient information to enable a response
- clearly not related to our products or services
- abusive, inappropriate, or disruptive in nature
- suspected to be spam, automated submissions, or part of bulk or malicious activity
We may request additional information before responding to certain enquiries.
18. Legal Information
Pulsat is a trading name of DVB Direct Ltd
Registered in England and Wales
Company No. 07069745
VAT No. 982 9456 63
Registered Office: 4 Northwest Business Park, Servia Hill, Leeds, LS6 2QH
This is not a returns or customer service address.