TERMS & CONDITIONS

(boring, but necessary!)

GUARANTEES & EXTENDED WARRANTIES

All new systems sold by POLEX TV come with a 7-day ‘no-quibble’ refund policy on the following basis: if you are dissatisfied with your purchase for any reason within the first 7 days you should immediately inform us of your intention to cancel your purchase. Upon the safe and complete return (at your own expense) of all equipment in as-new, resalable condition within those first 7 days, a full refund will be offered for purchased equipment. If we collect our equipment from you, a standard callout fee will be deducted from any refund issued.

After the 7-day refund policy has expired, the warranty is automatically transferred to a REPAIR OR REPLACE warranty, for a total of 12 months from the original date of purchase. POLEX TV may attempt to repair faulty equipment, and where this is not possible a suitable exchange will be offered. Exchanges will be made on a like-for-like basis, with any related transport costs for return of faulty hardwareor the replacement new hardware to be borne by the you, the customer. If a like-for-like replacement is not possible a newer model may be offered, and a charge may be made for any difference in price.

EXCEPTIONS to this replacement warranty include any issues related to power supplies or internal power issues, unless it can be proved by the member that the equipment was powered via a surge-protected device such as a surge-protected power strip or uninterruptible power supply (UPS). Other guarantee exceptions may be made at our discretion for negligent, careless or improper use or reasonable care of hardware, including (but not limited to) accidental or deliberate damage caused whilst in your possession. Warranties will also be deemed null and void if we detect any attempt to open the equipment casing by an unauthorised person or entity. If in doubt, you may wish to claim the replacement cost via your home contents insurance policy. We are a legal business, and as such are happy to supply digital quotations/invoices for insurance purposes.

TO QUALIFY FOR AN EXCHANGE UNDER WARRANTY (standard or extended), YOU *MUST* RETURN:

All of the original equipment along with the complete packaging (with matching MAC address / serial number), and the warranty card (from inside the packaging, also with a matching serial number). Failure to supply all of these means that we cannot make an exchange under warranty.

If the terms above are not met, no refund will be offered.

EXTENDED WARRANTIES may be purchased from us at any point during your initial 12-month warranty period, and are subject to the same conditions and exceptions as the original warranty described above.

Pre-owned (secondhand) equipment purchased from us is not covered by our 7-day refund policy, it is immediately covered by a basic 90-day repair-or-replace warranty valid from the date of purchase, unless otherwise indicated.

SUBSCRIPTIONS, SWITCHOVERS AND STREAMING SERVICES

POLEX TV members are required to pay a regular membership subscription fee. Subscriptions cover the cost of membership administration, as well as phone and online digital support of compatible TV hardware sold by POLEX TV or another third-party supplier. POLEX TV may make a standard charge to switch over support from or to another service provider, referred to as a switchover fee.

IMPORTANT NOTE: POLEX TV does not sell TV content, we are a SALES and TECH SUPPORT business. We provide FREE access to streaming TV services for our members, which we source and support. At no point is content ever charged to members; it is, has been, and always will remain 100% free – however it’s only available to active club members.

RENTALS

POLEX TV provides rental options subject to the following terms and conditions:

Rental equipment remains the property of POLEX TV at all times, and should be surrendered upon request. Rental equipment will be supplied in good condition, but may not be brand new. Rental models and versions are subject to change without notice, at the discretion of POLEX TV. All rentals include local delivery & setup for a fixed fee. Rentals also include collection, phone/WhatsApp support and a replacement warranty in case of faults. In-person support / callouts may be subject to an additional charge (see CALLOUTS clause below).

All rental equipment must be looked after with due care and consideration, and any loss, theft or breakage will be charged for at full retail cost plus a standard callout charge.

At the end of any rental period we will collect our equipment. Failure to return our equipment at the agreed time and place will incur an additional collection fee to cover additional time and fuel costs, as well as late return fees (€20 per day), which will be withheld from your deposit. Failure to return equipment or accessories or to pay charges outlined above may result in legal action being taken.

CALLOUTS & CHARGES

Our membership fees include unlimited online support via phone, WhatsApp or other digital media. However it may be necessary to visit you in person to fix an issue if a solution can’t be found via online help.

Please see our PRICING page for a list of our current fees and charges.

SUBSCRIPTION REFUND POLICY

Subscription payments made to POLEX TV are always in advance, and are NON-REFUNDABLE. We pay our support team in advance for your entire membership period and cannot get these refunded either, we so once a subscription has been paid we will be unable to issue any refund.

If it becomes impossible or impractical to maintain our support services through the provider we’ve chosen for you, a replacement service may be offered at additional cost. Any switchover from the primary service provider to another service provider will be offered FREE to members via instructions sent electronically, which should be carried out by the member. Remote support for this switchover will be offered free of charge (by phone or WhatsApp message) to those who require assistance; however any in-person visits will incur a standard callout charge.

With regret, if POLEX TV ceases trading then all active membership subscriptions must be considered null and void, no refund will be offered.

Joining POLEX TV and / or purchasing hardware or subscription services from us indicates your acceptance of these terms and conditions.

This revision: 27th January 2022. Terms & conditions may be updated without notice.

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