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This policy explains the delivery, cancellation, returns and warranty arrangements for consumer purchases from Kuul Limited. It should be read alongside the information shown on the relevant product page and at checkout. Nothing in this policy limits consumer rights that cannot lawfully be excluded or restricted.
Please read this policy carefully before placing an order. By placing an order, you agree to the terms that apply to that order. We may update our website terms from time to time. Changes will not retrospectively alter a contract already formed, and any change will apply to future orders once published or otherwise properly notified.
These terms apply to consumer retail purchases through our website and, where expressly stated, orders placed by telephone or email. Separate terms may apply to trade customers and are not covered by this consumer policy.
Nothing in these terms excludes or limits any consumer rights or remedies that cannot lawfully be excluded or limited.
Receivers sold by Kuul Limited are supplied for receiving free-to-air channels only, unless the relevant product listing expressly states otherwise. Kuul Limited does not provide access to premium pay-TV channels and does not provide support for third-party softcams, plugins, images, software or patched firmware. This does not affect any rights you may have where a product fails to conform to its description or contract.
Available delivery methods, charges and estimated delivery periods will be shown at checkout or otherwise communicated before you place your order.
For UK mainland addresses, we may offer DPD/DPD Local next-working-day delivery. For certain non-mainland UK destinations and the Republic of Ireland, we may offer a two-working-day service. Availability, delivery estimates and charges depend on the destination, product, carrier and service selected. An additional working day may be needed for preparation, packaging or carrier collection.
Orders placed before 2pm on a working day will normally be processed that day, subject to stock availability, payment verification, fraud-prevention checks and operational requirements. Orders placed after that time or on a non-working day will normally be processed on the next working day.
Delivery estimates are estimates, not guarantees, unless we expressly agree a guaranteed delivery date. We will take reasonable care to meet the delivery period communicated to you. If a delivery delay gives you a right to cancel under applicable law, your statutory rights remain unaffected.
We may use a different carrier where reasonably necessary, provided this does not reduce your statutory rights or materially alter the delivery service agreed with you.
We normally deliver to the locations offered at checkout, which may include the UK, the Scottish Highlands and Islands, Northern Ireland, the Isle of Wight, the Scilly Isles, the Isle of Man, the Channel Islands and the Republic of Ireland. Availability and charges vary by location. We may agree to deliver elsewhere by prior arrangement.
Delivery charges are calculated at checkout or quoted before the order is placed. Charges may depend on the delivery method, destination, dimensions and weight of the order. Additional charges for unusually heavy or bulky orders will be disclosed before you commit to the purchase.
Where available, tracking details will be emailed after dispatch. You can track a DHL parcel at https://track.dhlparcel.co.uk/ or through the carrier identified in your dispatch confirmation.
A signature or other proof of delivery may be required depending on the service selected. The carrier may contact you about delivery arrangements. Please provide an accurate and accessible delivery address and ensure someone is available where the service requires a recipient.
If delivery fails, the carrier may make another attempt or provide instructions for collection or rearranging delivery.
If delivery fails because you supplied an incorrect address, the address is inaccessible, no recipient is available where one is required, or you fail to collect the parcel within the carrier's stated period, we may offer redelivery and charge the reasonable, actual additional cost where permitted by law and disclosed to you. We will explain any charge before arranging paid redelivery.
If a parcel is returned to us because you did not collect it or did not provide necessary delivery information, we will contact you to discuss redelivery or cancellation. Any refund or deduction will be handled in accordance with applicable law and the circumstances of the order. We will not automatically forfeit the whole purchase price.
Please contact us promptly if your order is late, missing, damaged or delivered incorrectly. We will work with you and the carrier to investigate and resolve the issue.
Our use of a carrier does not remove our legal responsibilities as the seller. Where applicable law makes us responsible for delivery until the goods come into your physical possession or the possession of a person identified by you, those rights remain unaffected.
For deliveries outside the UK, customs duties, import taxes, local VAT and carrier handling fees may apply depending on the destination and the delivery terms displayed at checkout. Before you place an order, we will identify any charges that we collect and, where reasonably known, any additional charges for which you may be responsible.
Where import charges are payable by you, the relevant customs authority or carrier may contact you for payment before delivery. Failure to pay import charges may delay or prevent delivery. We will deal with returned or undeliverable international parcels in accordance with the order terms and applicable law; we do not exclude liability for costs where such exclusion would be unlawful.
If you are a consumer buying eligible goods online or by another qualifying distance-selling method, you generally have the right to cancel without giving a reason within 14 days beginning the day after you receive the goods. There are statutory exceptions for certain types of goods and contracts.
To exercise the right to cancel, tell us clearly within the cancellation period using the contact details in section 8. You may use email or our contact form. We will acknowledge your request where appropriate. After notifying us, you have a further 14 days to send the goods back.
Where the law allows, you are responsible for the direct cost of returning unwanted goods if we informed you of that responsibility before purchase. If we did not provide the legally required information about return costs, the law may require us to bear those costs.
We will reimburse payments in accordance with the law, including the cost of our least expensive standard delivery option where required. If you selected a more expensive delivery option, we only need to reimburse the standard delivery amount. Refunds will normally be made using the original payment method unless you expressly agree otherwise.
We may make a lawful deduction for diminished value if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning. We will not charge a general restocking or administration fee for a statutory cancellation where that fee is not permitted by law.
Some goods are exempt from cancellation rights under the law, for example certain personalised or made-to-order goods, sealed goods not suitable for return for health protection or hygiene reasons once unsealed, or sealed audio, video or software where the seal has been broken. Any exception will apply only where the legal conditions for it are met.
Where you have no statutory right to return an item, we may, at our discretion, agree to accept an unwanted return. Unless we agree otherwise in writing, any voluntary return must be approved in advance, unused, complete and in resaleable condition, with original packaging and seals intact where applicable. Promotional or free items supplied as part of the purchase should also be returned where reasonably applicable.
These are conditions of our voluntary returns offer only. They do not limit your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.
Please email [email protected] or use https://www.kuul.co.uk/contact. Include your order number, product model, reason for return and relevant supporting information. We will provide return instructions where needed.
Our returns address is:
Kuul Media, 96 Pettits Lane, Romford, RM1 4ER, United Kingdom
Do not send a product to us until you have checked the applicable return instructions. An authorisation or RMA process helps us handle returns efficiently, but it does not remove or restrict a statutory right to cancel or a remedy for faulty goods.
Package the product securely to prevent damage in transit and include your Order number or RMA reference. Keep proof of postage and tracking details. Original packaging is recommended where available but is not a condition of exercising statutory rights.
Before sending a device for inspection, back up your data and remove personal information where reasonably possible. Some diagnostic work may require the device to remain in its existing state; if so, we will explain this before asking you to send it. We cannot guarantee data will be preserved during testing, repair, reset or replacement.
Unless the relevant product listing states otherwise, products include a 12-month Return to Base (RTB) warranty beginning on the purchase date. This warranty is additional to statutory consumer rights. Expiry of the warranty does not automatically end any rights you may have under applicable law.
If you believe a product is faulty, contact us at [email protected] or https://www.kuul.co.uk/contact before returning it, where reasonably possible. Provide your order number or proof of purchase, product model and a clear description of the issue. Photographs, video or other information may help us assess the problem.
We may ask you to complete reasonable troubleshooting steps or provide further information to identify the issue and avoid an unnecessary return. Where the issue can reasonably be resolved remotely, we may offer that solution. We will not use troubleshooting or RMA requirements to obstruct or delay a statutory remedy unfairly.
Where a physical return is required, we will provide an RMA reference and/or return instructions. We ask that the item be dispatched within 14 calendar days of the instructions, unless we agree another period in writing. If you disagree with reasonable inspection or return arrangements, contact us so we can discuss the issue. A failure to cooperate may affect how quickly we can diagnose the reported fault, but will not automatically remove any statutory rights.
We may reasonably inspect the product to assess the reported fault and determine the appropriate remedy. If the goods do not conform to the contract, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and the law.
The short-term right to reject faulty goods is generally available for 30 days from delivery, subject to the statutory rules. After that period, repair or replacement may be the first remedy, with a price reduction or final right to reject available in circumstances set out by law. This summary does not replace the detailed statutory rules.
Where repair or replacement is the applicable statutory remedy, it will be provided within a reasonable time, without significant inconvenience and without charging you necessary costs, including applicable postage. We will not require you to accept repair or replacement where the law entitles you to another remedy.
To the extent permitted by law, the RTB warranty does not cover faults or damage caused by:
We may decline warranty cover where reasonable inspection establishes that an exclusion applies. Where possible, we will explain the findings. These exclusions do not limit statutory rights or liability that cannot lawfully be excluded.
If inspection does not identify the reported fault, we will inform you of the assessment outcome and provide relevant findings where available. If the fault cannot be reproduced, or the issue appears to result from settings, connections, incompatible equipment or another cause not attributable to a product defect, we may explain the findings and offer troubleshooting advice.
Where no fault is found, we may ask you to pay reasonable return-delivery costs only where the charge is lawful, has been clearly disclosed and agreed in advance where required, and does not unlawfully restrict your statutory rights. We will tell you the amount and basis of any charge before dispatch. We will not impose an undisclosed or unreasonable fee.
If a lawful charge applies and you decline to pay, we will contact you to seek a resolution and explain any collection or return options. We may pause paid return dispatch while the arrangements are discussed, but we will not treat the product as abandoned or dispose of it solely because a charge is disputed or unpaid.
For unwanted goods returned under a statutory cancellation right, you are responsible for direct return costs.
For goods that do not conform to the contract, Kuul Limited will meet necessary costs required by law, including applicable postage for a statutory repair or replacement. For other warranty returns, delivery costs will depend on the warranty terms, subject always to your statutory rights.
3.7.1 Where a product has been inspected, repaired, assessed or otherwise made ready for return or collection, Kuul Limited will notify the customer in writing using the contact details provided with the order. The notice will explain the available return or collection arrangements and identify any applicable charges.
3.7.2 The customer is responsible for responding to the notification and arranging collection or agreeing return delivery within 30 calendar days of the date of notification, unless another period is agreed in writing or applicable law requires otherwise.
3.7.3 If the customer fails to arrange collection or return delivery within that period, Kuul Limited may issue a further written notice requiring the customer to arrange collection or delivery within a final reasonable period. The notice may also explain any reasonable storage or handling costs that Kuul Limited seeks to recover, where recovery is permitted by law.
3.7.4 Where the customer fails to respond to the further notice or continues to leave the product uncollected, Kuul Limited reserves the right to take any further action available under applicable law, including pursuing recovery of lawful costs and following the relevant statutory procedure for dealing with uncollected goods.
3.7.5 Kuul Limited will not be required to store uncollected products indefinitely. However, the expiry of the periods stated above does not, by itself, transfer ownership of the product to Kuul Limited or authorise its sale, destruction or disposal. Any such action will be taken only where legally permitted and after the required notices and procedures have been followed.
3.7.6 The customer must keep their contact details up to date and promptly notify Kuul Limited of any dispute concerning the product or any proposed charges. Any dispute will be considered in accordance with the applicable contract and law.
Where a refund is due, it will be processed within the period required by applicable law. For a statutory cancellation of goods, this is generally within 14 days after we receive the goods back or, if earlier, receive evidence that you have sent them back, subject to the legal rules.
Refunds will normally be made using the original payment method unless you expressly agree otherwise. We will refund standard delivery costs where required by law. Any deduction for diminished value or other amount will be made only where legally permitted.
Please contact us before sending goods back where reasonably possible so that we can provide the correct instructions. If a parcel arrives without enough information to identify the order or understand the reason for return, we may contact you to obtain the information needed to process it.
An unauthorised return will not automatically remove a statutory cancellation right or remedy for faulty goods. Where no statutory or contractual right to a refund or exchange applies, any voluntary return will be dealt with under the voluntary returns terms in section 2.2.
We will not destroy, sell or otherwise dispose of a customer's property solely because a return did not follow our preferred procedure. Any recovery of lawful costs or action regarding uncollected goods will follow applicable law and any required notice procedure.
International orders may be subject to import duties, taxes and carrier fees depending on the destination and the terms displayed at checkout. Any responsibility for such charges will be explained before purchase where required. International returns may involve additional postage and customs procedures. Statutory rights applicable to the contract are not excluded by this section.
We may update this policy from time to time. The version that applies to an order is the version incorporated into the contract when the order is placed, unless a later change is required by law or agreed with you. We will not use a policy update to retrospectively reduce your rights.
Kuul Limited
Returns and customer service: [email protected]
Contact form: https://www.kuul.co.uk/contact
Returns address: Kuul Media, 96 Pettits Lane, Romford, RM1 4ER, United Kingdom
Registered office: 88 North Street, Hornchurch, England, RM11 1SR
Please contact us directly to report delivery issues, cancellation requests, faults and warranty claims. Posts on sponsored forums or third-party discussion platforms do not, by themselves, ensure that we receive a formal request.
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