Legal
Warranty Policy
This page explains the warranty cover that applies to goods you buy from Satmart (operated by Specialist Electronics Ltd), how it interacts with your statutory rights as a consumer, and how to make a claim. Warranty cover is in addition to — and does not replace — the cancellation and refund rights set out in the Refund & Returns Policy.
1. Your statutory rights come first
If you bought from us as a consumer based in the United Kingdom, you have non-excludable rights under the Consumer Rights Act 2015 — including the right that the goods are of satisfactory quality, fit for purpose, and as described. If you bought as a consumer in the European Union, you have rights of "legal conformity" under Directive (EU) 2019/771 as implemented in your country of residence (typically a 24-month period from delivery in which the seller must remedy a defect). Nothing on this page restricts those statutory rights.
The remedies under those rights are typically (in order): repair, replacement, price reduction or refund. Where you are entitled to choose between repair and replacement, your choice is binding unless the chosen remedy is impossible or disproportionate.
2. Manufacturer warranty
Most Physical Goods sold on the Service also carry a separate manufacturer warranty for the territory in which the model was originally produced or imported. The duration, scope and procedure of that warranty are set by the manufacturer (commonly 12 months for consumer electronics, 24 months for some Apple products in the EU, and bespoke periods for premium brands). Manufacturer-warranty service is in the first instance arranged through the manufacturer or its authorised service centre.
A manufacturer warranty is a contractual benefit offered by the manufacturer in addition to your statutory rights. It does not displace your statutory rights against us as the seller.
3. Duration overview
- UK statutory rights (Consumer Rights Act 2015)
- Up to 6 years for a claim in the courts of England, Wales or Northern Ireland (5 years in Scotland) — short-term right to reject (30 days), final right to reject after one failed repair/replacement.
- EU legal conformity (Directive (EU) 2019/771)
- Typically 24 months from delivery, with a reverse burden of proof in favour of the consumer for the first 12 months.
- Manufacturer warranty (typical)
- Brand-dependent. Most consumer electronics: 12 months. Premium audio and Apple in the EU: 24 months. Selected pro/peripheral lines: longer.
4. What is and is not covered
4.1 Covered
- Manufacturing defects present at the time of delivery.
- Failures of components arising from normal use within the warranty period.
- Software or firmware bugs that cannot be remediated by an over-the-air update and that make the product unfit for its intended use.
4.2 Not covered
- Damage caused by misuse, neglect, accident, modification, or repair by an unauthorised party.
- Cosmetic wear that does not affect functionality.
- Loss or theft after delivery (covered, where applicable, by your home contents insurance, not by warranty).
- Consumables (e.g. batteries beyond normal degradation, replaceable filters).
- Damage caused by use with non-compatible accessories or power supplies.
- Failures attributable to firmware that you knowingly modified outside the manufacturer's supported procedures (e.g. jailbreak).
5. How to claim
Whether you claim against your statutory rights or under the manufacturer warranty, the practical first step is the same: contact us at [email protected] with the Order number, a description of the problem, and any supporting media (photos, screenshots, error logs).
5.1 Within the cancellation window
If your Order is still within the 14-day cancellation window (see the Refund & Returns Policy), the simplest route is usually to cancel the Order and re-buy a replacement, even if the issue would otherwise qualify as a warranty claim.
5.2 Within the early-failure window (first 30 days)
If the goods develop a fault within 30 days of delivery, UK consumers have a "short-term right to reject" under the Consumer Rights Act. EU consumers have analogous rights under national law. We will, at your choice, refund the Order in full or arrange a replacement.
5.3 Within the manufacturer-warranty period
After 30 days but within the manufacturer-warranty period, we will (a) assist you in opening a warranty case directly with the manufacturer's service centre nearest to you, or (b) where the manufacturer authorises us to do so, arrange the warranty service through our own logistics. We will tell you which route applies for your product when you contact us.
5.4 Within the broader statutory window
Once the manufacturer warranty has expired but you are still within your statutory rights (see the duration overview above), the claim is against us as the seller. The remedies available depend on the nature of the defect and how long it has been present; in many cases the manufacturer's service centre is still the most efficient way to remedy the fault, and we will arrange and pay for that service where the law obliges us to.
6. Onward steps if a claim is not resolved
If we are unable to resolve your claim to your satisfaction, you may have additional avenues including: complaint to a national consumer-protection authority; reference to the European Online Dispute Resolution platform (see the Impressum / Legal notice for details); or action through the courts. We always prefer to resolve issues directly with you first.
7. Refurbished and "open-box" items
Where a product is sold as refurbished or as "open-box", the listing will state the warranty period that applies (often shorter than for a new product, but never less than the statutory minimum). Cosmetic variation described in the listing is not a basis for a warranty claim.
8. Digital Goods
Digital Goods are warranted to deliver the licence or code described in the listing. Defective codes are remedied in accordance with clause 2 of the Refund & Returns Policy.
9. Contact
Warranty queries can be sent to [email protected]. Please include the Order number and a description of the problem.
This document is provided for general information and does not constitute legal advice. Questions? Reach our team via live chat or email [email protected].