This policy is designed to provide clarity while protecting the operational requirements of Satellite World Store. It complements, but does not replace, rights under the Australian Consumer Law (ACL).

1. Eligibility

  • Requests for returns must be submitted to SWS for assessment before any item is sent back.

  • Approval is not guaranteed and is determined on a case-by-case basis.

2. Change-of-mind returns

  • Change-of-mind returns may be considered at SWS discretion.

  • Items must be in original, unused, resalable condition with complete packaging and all accessories.

  • Customers are responsible for all return shipping costs.

  • A restocking fee may apply, particularly for electronic, specialised, or non-stocked items.

  • Original shipping charges are non-refundable.

3. Faulty or damaged goods

  • If an item appears faulty or damaged, customers must notify SWS promptly with supporting information.

  • SWS may require the item to be returned for inspection before determining the appropriate outcome.

  • Outcomes may include repair, replacement or refund, depending on the nature of the issue, product type, and manufacturer requirements.

  • If an item is assessed as non-faulty, damaged due to misuse, or altered from its original state, return costs and assessment fees may apply.

4. Manufacturer warranties

  • Many products are supported by manufacturer warranties.

  • Warranty assessments, repairs and replacements may require the item to be sent to the manufacturer or an authorised service centre.

  • Customers may be responsible for shipping costs to and from the assessment facility unless the manufacturer states otherwise.

5. Refunds

  • Refunds, where approved, are processed after returned items are inspected and verified.

  • Refunds are issued to the original payment method only.

  • Processing time may vary depending on banking and administrative factors.

6. Non-returnable items

The following items are generally not accepted for return unless required by law:

  • Used products

  • Products missing packaging, components or accessories

  • Consumables (cables cut to length, prepaid airtime, activated SIMs, etc.)

  • Special-order, built-to-order or configured equipment

  • Software or firmware-activated products

7. Return procedure

  • Customers must obtain written return instructions and a return authorisation before sending any item back.

  • Items sent without approval may be refused or returned at the customer’s expense.

  • Returned items must be securely packed to prevent damage in transit.

8. Cancellations

  • Orders may be cancelled before dispatch at SWS discretion.

  • Once an order has entered the dispatch process, cancellation may no longer be possible and the standard returns process will apply.