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Customer Service

  • Shipping & Delivery 
  • Repair & Warranty
  • Returns & Replacements
  • Unpaid Repairs
  • Payment, Pricing & Promotions
  • Complains
  • Privacy Statement
  • Refunds and compensation

Shipping & Delivery

Repairs usually take 1-5 days from the date they arrive at our repair centre, this excludes the time taken for return delivery which is outside of our control (although we use a next-day service for the vast majority of units). Usually we send back same or second day. Note for harder repairs can take longer to be proccesed.
All items we send strictly by signed for first, second or special delivery.
Please note that postage covers UK mainland only. We can send repairs worldwide - but prices vary per country. Please contact us for a price before sending in a repair.

Repair warranty

Our repairs carry a limited 3 month warranty except the following: 
liquid damage repair - 30 day warranty 
Other services jobs - 30 day warranty

In the unlikely event your unit becomes faulty within the warranty period please send the unit back with a copy of the receipt or Ref No. and a covering letter stating current fault (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return at no cost. If the unit has further problems not related to original repair or parts not replaced in previous repair we will contact you and let you make a decision with regards to the cost. We will attempt a re-repair on your unit TWICE after the initial repair. If after this, the unit is still faulty we will issue a refund (minus the minimum charge, postage fee). We will need to see the unit and make sure its faulty prior to issuing a refund. 

To clarify: If you send a unit to us under the repair warranty, the cost of the postage to send the unit to us will be covered by you, however we will return the unit to you free of charge if a problem is found. If the problem is not related to the original fault or no fault is found, return postage charges will apply.

Returns & Replacements

We operate a 7 days return period as explained below.

All the products on sale from SatNav Specialist Ltd have met our high quality-control standards. However, if you find a defect with any product purchased, please let us know via contact form.

Goods which are defective on receipt can be returned for a full refund or replacement. Goods found to be defective within 7 days will be replaced.
Goods found to be tampered with by the customer will not be replaced, but will be returned at the customer's expense. 

We do not operate a try before you buy policy. If you wish to return goods which are not faulty, we will accept the return providing the goods are in a good clean condition suitable for re-sale in the original packaging and having not been used. These goods can be exchanged for other products, subject to the difference in costs being addressed along with a postage fee, or refunded, less postage and packing. A handling fee of 15% will be made. 
Refunds by credit card are made to the same credit card that was used for the purchase.

Refunds by paypal are made to the same email address that was used for the purchase.

The above conditions are in addition to your statutory rights which are not affected. 

Unpaid Repairs

Units will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring a requote. We will make reasonable attempts to contact you by phone and email a minimum of 3 times. If you have not made payment within 60 days, the unit will be auctioned to recover our costs.

Payment, Pricing & Promotions

Payments are requested by email once a repair has either been completed successfully or if the unit has been deemed BER or you refuse a requote. Cheque payments will be subject to a clearance delay of approximately 5 working days. 

We accept Visa, Mastercard, Switch, Maestro, Solo, Visa Delta & PayPal via our online payment system.

Mistakes in bills, receipts or payments
Whilst we endeavor to ensure accuracy in all that we do, occasionally mistakes do happen. We will correct any mistakes in bills, receipts or payments as soon as possible, and no later than 30 days of agreeing to do so.


We have many satisfied customers, and our complaint resolution system helps us to ensure that our customers are satisfied, even when things go wrong. 

If you have a complaint, please contact us either by email or by letter. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction, and to avoid reoccurrence in the future. We undertake to: 

Acknowledge complaints your complaints within 5 working days
Advise you how long it will take to resolve the complaint 
Keep you informed throughout the process

Privacy Statement

We will take all reasonable care to ensure that any details that you submit to us are kept secure. The details that you submit to us will be kept to process orders only.

We will not knowingly pass on any details we hold on customers or web site visitors to any third parties. We protect the privacy of this personal information using our highly secure, password-protected servers.

We may use the addresses submitted to us to occasionally notify you about important functionality changes to the SatNav Specialist Ltd site, new services and special offers we think you'll find valuable.

We monitor customer traffic patterns and site usage to help us develop the design and layout of the SatNav Specialist Ltd web site.

Order Confirmation

As soon as you place your order you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.

Order Shipment

If your order is stock and we process the charges to your credit card it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address your provide when checking out.  If you do not receive tracking information from us within six business days of your order feel free to follow up with us at sales@tomtomrepairteam.co.uk


Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If you item(s) do arrived damaged please send photos to sales@tomtomrepairteam.co.uk and we will process an insurance claim on your behalf.

Cancellations & Refunds

All orders cancelled after 48 hours are subject to a £2.99 administration fee whether or not your order has shipped.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

Refunds and compensation

The minimum information we need from you for any claim is:

  • Name and full address of the sender and intended recipient
  • The amount of postage paid
  • Where the letter or parcel was posted
  • Original proof of posting e.g Post Office® receipt (certificate of posting), On-Line postage receipt (stamped at Post Office®) or copy of Docket Book
  • Original proof of value if claiming for the contents, eg. till receipt, bank statement, etc