Refund & Returns Policy

Plain-language note: this page is a starting template, not a substitute for advice from a Cyprus-qualified lawyer. Review the timelines and exclusions below before relying on it for real orders.

1. Change-of-mind returns (14-day right of withdrawal)

If you're ordering as a consumer within the EU, you can cancel your order and return it within 14 days of receiving it, for any reason, under the EU Consumer Rights Directive. You don't need to explain why.

To make a return: email [email protected] with your order number within 14 days of delivery, and we'll confirm the return address and next steps.

2. Condition of returned items

You can open the packaging to inspect the item the way you would in a shop. What isn't covered is use beyond that — a set-top box that's been fully set up and used, or a network component that's been installed, may have its refund reduced to reflect the loss in value from that use.

3. Who pays return shipping

For change-of-mind returns under this 14-day right, you're responsible for the cost of sending the item back to us, unless it arrived faulty or wasn't what you ordered — see Section 5.

4. Refunds

Once we receive and check the returned item, we refund the original payment method (via Stripe) within 14 days. Original standard delivery charges are refunded too; any premium/express delivery upgrade you paid for is not.

5. Faulty, damaged, or wrong items

If an item arrives faulty, damaged in transit, or isn't what you ordered, contact us within 30 days of delivery — we'll cover return shipping and send a replacement or full refund, your choice.

6. Manufacturer warranty claims

Beyond the return windows above, products carry their manufacturer warranty: typically 24 months on MAG set-top boxes (36 months on the MAG 555), and 24–60 months on network components depending on model. For a warranty claim, email us with your order number and a description of the fault — operators with 100+ active units can use the fleet-level support line described on our About page.

7. What's excluded

• Items custom-configured to your specification at your request.
• Software licences or activation codes once revealed or redeemed.
• Items returned without their original accessories, cables, or packaging where that materially reduces their resale value.

8. Cancelling before dispatch

If you want to cancel an order that hasn't shipped yet, email us as soon as possible — if it hasn't left our warehouse, we'll cancel and refund it in full with no return needed.

9. Contact

Returns, refunds, or warranty questions: [email protected] or +357 22 345 678.