Read through Our Terms and Conditions

The majority of our customer installations are able to be completed within the definitions of a standard visit, where the described work is to be completed safely using direct ladder access and a standard range of materials.

Some situations require additional costs to cover ‘non-standard’ scenarios. These scenarios are prone to additional chargeable elements to ensure the installation is completed in a safe and professional manner, these scenarios include:

Terms and Conditions

Hoists, Lifts, Platforms and Cranes
Extra Labour Requirements to Overcome Technical, Lifting or Safety Issues
Out of Hours Working
Evening Work/ Night Work
Specialised Equipment
Larger Brackets, Bespoke Mountings, Posts, Battens, Base Boards
Road Closure and Permits
Specialised Cable Management - Conduit, Trunking. Junction Boxes, and Catenary Wire
Site Specific H&S Induction Training
Lightning Conductor Installations
Earth Bonding Systems
Specialised Vehicle Hiring Charges
Ad Hoc Long Distance or Abnormal Travelling Allowance

These additional elements are deemed to fall outside the definition of a ‘Standard’ call, and would, therefore, be agreed and submitted to the customer on an ad hoc basis where appropriate. Due to the general complexity and technical nature of these bespoke jobs/ special sites, we reserve the right to discuss the technical requirements of such sites with the customer and then agree on any charges that affect a safe and practical solution.

a Satellite Dish that has been installed on a roof

What Our Installation Service Doesn’t Entail

Freeview TV or Set-Top Box or Unpacking of the TV
More Than the Purchased Number of Signal Feeds
Moving Sockets
Changing any Cabling that Was Put in by Another Company
Moving Fittings, Fixtures, Heavy Items, or Furniture

Further information for each installation type is available on each product page

Sales and Returns Policy

Non Installed or Bespoke Product Returns Policy
Total Support Group Ltd has taken care to ensure the advice and information we give within this site is accurate and that it helps you to select the right products.

However, we understand that from time to time, the product you have chosen may not be suitable. If you are not completely satisfied with any item you ordered, please return it in the original unopened packaging stating your order number within 14 days of the date of receipt and we will refund your money. In this instance, we would ask that you pay the return delivery charge. Please see section below on returns process.

Returning damaged, faulty or incorrect goods

In the unfortunate event that you receive the wrong goods or the goods are damaged or incomplete, or that the goods develop a fault, you may return the products within the products warranty period. This does not affect your statutory rights. In this instance, we will refund the cost of return delivery to you.

When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive.

Returns process

We have tried to make the process for returning items as simple and quick as possible.
In order that we can track the return delivery of your goods, we ask that you in the first instance advise us of your intention to return them. Please do this my emailing us at customerservices@uktsg.co.uk quoting your order number. We will then advise on the return address and requirements.

Installation cancellation

If for any reason your installation is cancelled prior to our attendance a full refund will be given, however if we have attended site then in some circumstances only a partial refund will be given dependant on the installation product purchased, check your installation product description for more details.

Total Support Group Ltd reserves the right to cancel or abort an installation due to any reasonable unforeseen circumstances, such as Health & Safety issues, or if an installation is deemed outside of our usual working practices.

This includes, but is not limited to:

i. Technically incompatible devices, although sometimes a manufacturer will deem products compatible with another manufacturer’s products. There can be a number of circumstances which will change the compatibility of products, especially within the “Smart Home” range of products.

ii. If an installation is classed as “Non Standard” – Standard installations are detailed within the product specific pages.

If Total Support Group Ltd cancel a call, a partial refund may be offered depending on the nature of the cancellation. In any event Total Support Group will only be liable for a maximum refund of the cost of installation that Total Support Group Ltd charged. Total Support Group Ltd cannot be held responsible for any manufactures issues, so no further liability can be claimed.

When do I get my refund once I have returned an item?

You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.

What are my rights under the Distance Selling Regulations?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us promptly at your cost. You must inform us of the cancellation of the contract.
This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

Install or Bespoke Product Returns Policy

If fitted the products are non-returnable, but faulty products will be replaced.

12 Month Installation Warranty
Total Support Group (TSG) & associated Service Agents provide a 12-month warranty as standard on all materials sourced/ provided by Total Support Group, however service calls generated by elements outside its sphere of influence will be chargeable to the Client/ Customer at the agreed call charges.
Specifically covered by this warranty are the aerial (TV, Satellite, FM or DAB), pole, bracket (including fixings or strap), connectors, cable and splitters (if used) supplied and installed by TSG.

In scenarios where a Client/ Customer requests a secondary service call after the initial date of the installation, the client/ customer will be instructed at the point of call booking, that a call charge will be incurred if the service providers assessment identifies fault conditions/ causes outside the limitations of the standard installation warranty (Force Majeure etc)
An assessment call charge may be collected at the time of booking, and be fully refunded if the fault/ issue is found to be within the warranty inclusions.
The service provider/ nominated contractors reserve the right to undertake an Assessment call without prejudice to investigate all customer complaints relating to materials failure/ poor workmanship to assess if the complaint is valid.

Assessment calls raised by the client/ customers for reasons outside the service providers sphere of influence/ responsibility covered by the standard installation 12-month materials warranty (Total Support Group Supplied), will incur the appropriate call charge for labour /additional materials. Examples:
Aerial/ Satellite

INCLUSIONS (in addition to your statutory legal rights)
What is covered is loss of signal, damage or alteration to the installation due to:
• Signal deterioration due to ingress of water at the antenna
• Water ingress into the cable
• Signal attenuation due to deterioration of the cable (e.g. UV)
• Cable or antenna becoming loose due to failure of fixings or clips
• Any failure of equipment supplied by TSG (12 month manufactures warranty applies)
EXCLUSIONS
What is not covered is loss of signal, damage or alteration to the installation due to:
• Structural damage to the property, unless where clearly and demonstrably caused by the aerial installation
• Wear-and-tear above and beyond what is considered normal use.
• Accidental damage
• Customer Equipment Faulty Diagnosis.
• Removal or replacement of any component of the installation.
• Additional building works
• Works done on the system by a third party
• Broadcaster changes, such as movement or disappearance of broadcast programming, change of channel allocation, interference from new service start-up.
• Removal or replacement of socket outlets or faceplates by third party
• “Act of God” (e.g. flood, lightning, tornado/hurricane etc)
• Vandalism or deliberate actions
• Acts of terrorism

CCTV/ Alarm Warranty

INCLUSIONS (in addition to your statutory legal rights)
What is covered is loss of signal, damage or alteration to the installation due to:
• Signal deterioration due to ingress of water at the camera/s
• Water ingress into the cable (If supplied by TSG)
• Signal attenuation due to deterioration of the cable (e.g. UV) (If supplied by TSG)
• Cable or camera becoming loose due to failure of fixings or clips
• Any failure of equipment supplied by TSG (12 month manufactures warranty applies)
EXCLUSIONS
What is not covered is loss of signal, damage or alteration to the installation due to:
• Structural damage to the property, unless where clearly and demonstrably caused by the installation
• Wear-and-tear above and beyond what is considered normal use.
• Accidental damage
• Customer Equipment Faulty Diagnosis.
• Removal or replacement of any component of the installation.
• Additional building works
• Works done on the system by a third party
• Removal or replacement of socket outlets or faceplates or connectors by third party
• “Act of God” (e.g. flood, lightning, tornado/hurricane etc)
• Vandalism or deliberate actions
• Acts of terrorism

Meanings:
1. Accidental or Malicious Damage :
• Equipment is knocked off alignment by the Customer or Window Cleaner etc
b. Physically damaged (vandalised) -Amplifiers/ Splitters/ DVR/ Cameras stolen/ cables cut/ PSU's removed/ disconnected etc
2 Customer Equipment Faulty Diagnosis:
• The Customers Mobile Device/ Router/ Broadband/ App/ Software /TV /STB are identified as being faulty.
• Material Failure (Pre Supplied by a Third Party - Not Total Support Group)
• The customers/ clients pre supplied equipment (DVR/ Cameras/ PVR/ TV/ Monitor) is found to be faulty/ miss-configured/ incorrectly connected
3. Force Majeure
• The installed System is damaged/ destroyed or knocked off alignment through natural causes such as storm or lightning damage/ water ingress - Bad weather/ high winds etc

on our terms and conditions and the electronic products we provide across the UK.