Return Policy

Important information about returns and exchanges

Important: No Refunds on Activated Products

Once a Starlink kit has been opened or activated, it cannot be returned or refunded. This policy aligns with Starlink’s authorized retailer guidelines and is standard across all authorized retailers globally.

7-Day Return Window

We accept returns within 7 days of delivery under the following conditions:

Unopened Products

Product must be in original, unopened packaging with all seals intact

Unused Condition

Product has not been installed, activated, or used in any way

Original Packaging

All original packaging, manuals, accessories, and materials must be included

Proof of Purchase

Valid receipt or order confirmation must be provided

Non-Returnable Items

The following items cannot be returned under any circumstances:

Activated Starlink Kits

Any Starlink kit that has been activated through your Starlink account

Opened Packages

Products where the original packaging has been opened or seals broken

Installed Equipment

Any product that has been installed, mounted, or used

Items Past 7-Day Window

Returns requested more than 7 days after delivery date

Exchanges

Exchanges are only available for unopened products within the 7-day return window. To request an exchange:

  1. Contact our customer service team within 7 days of delivery
  2. Provide your order number and reason for exchange
  3. Ensure the product is unopened and in original condition
  4. We will arrange pickup and delivery of the replacement product

Note: Once a Starlink kit has been activated, exchanges are not possible. You may purchase additional products or accessories separately.

Damaged or Defective Products

If your product arrives damaged or is found to be defective:

  • Contact us immediately (within 48 hours of delivery)
  • Provide photos of the damage and original packaging
  • We will arrange for a replacement at no additional cost
  • Do not activate or use the damaged product

Manufacturer warranty covers defects discovered after activation. Contact our support team for warranty claims and technical assistance.

How to Initiate a Return

  1. 1

    Contact Us

    Email [email protected] or call +263 77 398 5212 within 7 days

  2. 2

    Provide Information

    Share your order number, reason for return, and confirm the product is unopened

  3. 3

    Receive Authorization

    We’ll review your request and provide a Return Authorization Number (RAN)

  4. 4

    Ship or Arrange Pickup

    Return the product in original packaging with the RAN. We may arrange pickup in some areas.

  5. 5

    Refund Processing

    Once we receive and inspect the product, refunds are processed within 5-10 business days

Refund Information

For approved returns:

  • Refunds will be issued to the original payment method
  • Shipping costs are non-refundable (unless the product was damaged or defective)
  • Return shipping costs are the customer’s responsibility
  • Refunds typically appear within 5-10 business days after approval

Questions About Returns?

Our customer service team is here to help you through the return process

Contact Customer ServiceView FAQ

Last updated: October 2025