Returns, repairs and refunds.

Hardware returns

Unopened hardware can be returned within 30 days of delivery for a full refund of the hardware price. Opened hardware can be returned within 14 days if it is undamaged and complete; a restocking fee may apply where the device has been configured for a specific address.

Faulty hardware

If a router or TV box fails within its warranty period — three years for routers, one year for TV boxes — we repair or replace it. Contact us first: most faults are diagnosed remotely, and a replacement is dispatched once the fault is confirmed.

Subscription

Subscriptions are sold with the hardware and are not refundable once the service has been activated, except where the service has not worked for a continuous period of seven days and we cannot fix it. In that case the unused portion is refunded pro rata.

Installation

On-site installation fees are refundable if we cancel or cannot attend. If you cancel within 24 hours of a scheduled visit, the travel cost already incurred may be deducted.

How to start a return

Email info@welseek.net with your order name, the device serial number and a short description of the problem. We reply with return instructions, usually the same working day.

Refunds are issued to the original payment method within 14 days of the returned item arriving and being checked.

Exclusions

Damage from water, power surges, unauthorised firmware changes or physical impact is not covered. Consumables and cosmetic wear are excluded.