Please read the following carefully to understand our return and refund policy for all residential internet equipment sold on www.starlink.com/uk.
(Note: Retain the original packaging box; do not damage the packaging box for future returns.)
For Product Defects
Starlink will make every effort to support you and provide technical assistance to resolve simple issues. Starlink will also provide necessary replacement parts and cover all repair or replacement costs associated with confirmed manufacturing defects.
To be eligible for a return, your item must be in the same condition as when you received it, unused, showing no signs of damage, improper installation, dirt, or misuse, and must include all items originally supplied in the packaging (dish, router, cables, power supply, mounting hardware, etc.), along with the original packaging. You will also need the receipt or proof of purchase.
1. Order Cancellation
1.1 Before Shipping
Starlink Equipment Orders
If you cancel your Starlink equipment order within the permitted cancellation period and before shipment, the order will be cancelled without charge.
If a cancellation request is made after the equipment has been shipped, a fixed fee of £150 will be retained from the order amount to partially cover shipping and handling costs. We cannot intercept or cancel shipped orders.
If you refuse delivery, the equipment will be returned to us and refunded to your original payment method minus £150.
If a customer orders the wrong kit and wishes to place a new order, no additional cancellation fee will be charged once the second order has been confirmed.
Days Supported for Order Cancellation:
Consumers may request order cancellation within 2 days of placing the order through our website.
Orders are typically processed and shipped within 1 business day. If a cancellation request is submitted before shipment and within the allowed timeframe, it will be processed without charges.
Once the order has shipped, cancellation is no longer possible, and customers must follow the return procedure outlined below.
Accessory Orders
If a cancellation request is submitted before shipment and within 1 day of placing the order, the order may be cancelled without charge.
1.2 After Shipping
If you request cancellation after shipment, you will be responsible for a £150 return shipping fee.
Starlink will provide a return label for the designated carrier to collect the parcel.
If you independently arrange the return (after receiving confirmation from Starlink customer support), you are responsible for ensuring safe transportation and successful delivery. You must use a shipping service with signature confirmation, and additional insurance is strongly recommended.
Starlink is not responsible for damage, loss, or issues arising from customer-arranged shipping.
Important:
Customers must email customer support to cancel any order. Once approved, Starlink will send a cancellation confirmation email. Do not send return parcels without receiving this confirmation. Unauthorised parcels may be rejected, and the customer will be responsible for any associated costs.
2. Returns
2.1 Return Period & Conditions
You may request a product return within 7 days of receiving the equipment for non-quality-related reasons.
Returned items must be in pristine, resalable condition, including:
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The equipment and all included accessories
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Original packaging
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All manuals, labels, and tags
The equipment must show no signs of installation damage, impact damage, scratches, misuse, or modification.
Important: Any physical damage, improper installation marks, missing components, or damaged packaging may render the item non-resalable.
2.2 Return Process & Fees
For non-quality-related returns, a £150 return shipping fee applies.
Do not ship equipment back without prior authorization. You must contact customer support to receive approval and the correct return address.
Process:
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Contact customer support via the official website to request a return.
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Once approved via email, Starlink will provide a return label for collection.
2.3 Refund Details
For approved returns that meet all required conditions (undamaged equipment, complete packaging), we will refund the full product price minus the £150 return shipping fee.
If the product is deemed non-resalable due to physical damage, missing parts, misuse, or installation damage, only 50% of the product cost may be refunded.
3. Shipping Damage and Issues
Customers may refuse delivery if the parcel shows severe shipping damage that affects functionality or causes major structural damage.
Please contact customer support immediately and provide photo or video evidence to report lost, damaged, or defective equipment.
For verified product defects, Starlink will provide technical support, replacement parts, or a full replacement as appropriate.
Photos and/or videos are required to properly assess and resolve the issue.
The following situations are considered minor and do not qualify for free exchange or refund:
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Minor damage to outer packaging
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Minor cosmetic scratches
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Replaceable or cosmetic component issues
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Damage to consumables after a period of use
4. Damaged on Arrival Handling Clause
If you discover that the product is damaged or faulty upon delivery, you must notify customer support via email within 7 days of the confirmed delivery date and provide supporting evidence (photos or videos).
Once verified, Starlink will replace the equipment free of charge or issue a full refund and cover all associated logistics costs.
If the issue is reported more than 7 days after confirmed delivery, it will be handled under standard warranty procedures rather than as “damaged on arrival.”
The 7-day period begins from the official delivery confirmation date provided by the courier.
Note: Starlink does not accept returns for equipment purchased through third-party retailers. Please contact the original place of purchase for their return policy.
5. Fees and Non-Refundable Items
Fees
If the equipment has already shipped, the customer is responsible for a £150 return shipping fee.
If returned goods are improperly packaged and incur additional shipping costs, those costs will be charged to the customer.
Non-Refundable Items
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Replacement parts and standalone accessories
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Damage caused by misuse or human factors
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Special orders
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Used equipment (unless faulty under confirmed warranty conditions)
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Gift cards and promotional items
Note: Refund processing times may vary. If you have not received your refund within the expected timeframe, please contact customer support through the official Starlink website.