Repairs and Returns

Cancelling an order/ Returning an item

If you believe there to be a fault with an item please contact us before returning this as we may be able resolve the issue remotely.

Under the distance selling regulations you as the customer are entitled to cancel an order placed with Satmap Systems Ltd within 7 days, allowing you to return the order for a refund (including standard delivery charges). In addition to this we also offer a Returns Policy allowing unused items to be returned for a refund (excluding postage charges) within 30 days.

To return items please ship to the address below with a copy of the original invoice and your contact details. We recommend using a secure delivery service and obtaining a proof of postage.

  • Customer Returns
  • Satmap Systems Ltd
  • 4 Fountain House
  • Cleeve Road
  • Leatherhead
  • Surrey KT22 7LX
  • UNITED KINGDOM

As the customer you are responsible for the cost of returning an unsuitable item. Satmap cannot refund or exchange products purchased from other retailers. If you have any questions about a cancellation or return please contact our sales team (sales@satmap.com)

The above conditions are a summary of our terms and conditions and are not an exhaustive list. Please visit our shipping and returns conditions for more information.


Logging your Map Card for repairs or services

We recommend contacting the Mapping team (mapping@satmap.com) if you have an issue with a map card as we may be able resolve the issue remotely. However if you need to return the map card for repair please complete the returns form and return with the map card using the instructions on the returns form. We strongly recommend maps are returned in a jiffy bag and not an envelope as some sorting offices use rollers that can push the map cards through the envelope and may result in the item being lost in transit.


Logging your GPS device for repairs or services

1. In order to return the unit to us for a repair or General Service you will need to create a ticket stating that you would like to request a repair using the contact us tab on https://www.satmap.com.
 
 
2. When prompted, ‘What is your question?’ please enter Device Repair or any other request. Then select next. Then select ‘None of these are helpful, get in touch’. 
3. Please fill out the requested fields, taking care to type your email address correctly as this will be our preferred choice of contact. Please make sure to clearly state the issues with the device or if you would like your device to undergo a General Service. Also include any other information here such as if you will be sending in extra accessories such as Map cards, batteries or carry cases. Please also chose the relevant department, topic and enter the devices serial number (This is found in the battery compartment of the device or on the box).
 
 
 
4. Before clicking submit to create the ticket, you can also attach files to the ticket. You can use this for either providing us with proof of purchase (required for an in warranty repair) or photographs of the issue.
5. After submitting the new ticket you will receive an email from ‘Satmap – Repairs’.  This email will contain your ‘Ticket ID’. Please make a note of this and send this ticket ID, your full name and email address alongside your device to the address above.

 

If you have any questions regarding the return of GPS device repairs please contact our technical support team (techsupport@satmap.com)


Timescales

Once your device has arrived with us, you should receive and assessment within 5 working days. This assessment will contain a link for you to make a payment for a repair. You will also be given the chance to enter in your postal address. Once we receive payment, it will take a further 5 to 10 working days for the repairs to be carried out. Please note, that these are only average values and that repairs could take more or less time depending on the current workload and other conditions.

Please allow approximately 1-3 working days for mapping repairs.

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