Contact



Send Us an Email

Whether you have any questions, comments or you would like to keep in touch, just drop us a line using the form below. We usually get back within 24h (and 48h during week-end). Your email address will not be published. Required fields are marked.

FREQUENTLY ASKED QUESTIONS

Are you open on Saturday?
Our showroom is open only from Monday until Friday. We keep Saturday as a full installation day. We know that most of our customer are at home during that day so all our technicians are out on duty. In case of emergency, our hotline is open from Monday until Saturday from 9am till 9pm. During closing time, there is always someone checking the e-mail. So please don’t hesitate to write us.
How secure is shopping in the Online Shop? Is my data protected?
Your details won’t be used or sold to a third party. Here is our full Privacy & Security policy 1. Satel Service is committed to protecting your privacy and maintaining the security of any personal information received from you.  We strictly adhere to the requirements of the data protection legislation in Switzerland. The purpose of this statement is to explain to you what personal information we collect and how we may use it. 2. When you order, we need to know your address, email and payment details.  This allows us to process and fulfil your order. You have the option to withhold personal information that is not required for the order process. 3. We use your personal information for fulifilling your order.  We will only contact you as a specific part of the order process or for marketing purposes only if you have given your consent. 4. We do not sell, rent or exchange your personal information with any third party for commercial reasons, beyond the essential requirement for credit/debit card validation during purchase. 5. We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access in accordance with Swiss data protection legislation.  We do not collect sensitive information about you except when you specifically knowingly provide it.  In order to maintain the accuracy of our database, you can check, update or remove your personal details by logging into your account or by contacting us on satelservice AT satelservice.com 6. In order to process credit/debit card transactions, the bank or card processing agency may require to verify your personal details for authorisation outside the EEA (European Economic Area).  Your information will not be transferred outside the EEA for any other purpose. 7. If you have any questions about privacy please contact us or by telephone on +41 (0) 22 901 04 15.
Privacy Policy/Politique de Confidentialité
This privacy policy sets out how Satel Service SA uses and protects any information that you give Satel Service SA when you use this website. Satel Service SA is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any new changes. This policy is effective from 25th May 2018. What are we Collecting We may collect the following information:
  • Your name and title.
  • Contact information (email/telephone) so we can keep you up to date about your orders.
  • Your address for invoicing and accounting purposes.
What We Do With The Information We Gather We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers to keep you informed.
How and When We Share Your Information Satel Service SA distribute products from external companies (Eg. Nexus 21). When processing these orders, we do have to share basic information with these companies, so you can receive your products. This includes:
  • The recipient’s name and postal address so the distributor can correctly fill out the shipping label.
  • Information such as your email address and telephone number is not shared with the distributor without express permission from the recipient.
The information that is shared is necessary for the order to be shipped. The distributor will not contact you for marketing purposes as a result of orders placed through the Satel Service SA website. Security We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. How we use cookies A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. We use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. Links to other websites Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question. Controlling your personal information You may choose to restrict the collection or use of your personal information in the following ways:
  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by emailing us at satelservice@satelservice.com or calling our team on +41 (0)22.901.04.15
We will not sell, distribute or lease your personal information to third parties unless we are required to do so by law. You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect. Satel Service SA 145 Rue de Lausanne 1202 Genève satelservice@sateservice.com
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Cette politique de confidentialité définit la manière dont Satel Service SA utilise et protège les informations que vous fournissez à Satel Service SA lorsque vous utilisez ce site Web. Satel Service SA s’engage à protéger votre vie privée. Si nous vous demandons de fournir certaines informations par lesquelles vous pouvez être identifié lors de l’utilisation de ce site, vous pouvez être assuré qu’il ne sera utilisé que conformément à cette déclaration de confidentialité. Nous pouvons changer cette politique de temps en temps en mettant à jour cette page. Vous devriez vérifier cette page de temps en temps pour vous assurer que vous êtes satisfait de tout nouveau changement. Cette politique est effective à partir du 25 mai 2018. Qu’est-ce que nous recueillons Nous pouvons recueillir les informations suivantes :
  • Votre nom et votre titre.
  • Informations de contact (email / téléphone) afin que nous puissions vous tenir au courant
de vos commandes.
  • Votre adresse à des fins de facturation et de comptabilité.
Ce que nous faisons avec les informations que nous recueillons Nous avons besoin de ces informations pour comprendre vos besoins et vous fournir un meilleur service, notamment pour les raisons suivantes :
  • Enregistrement interne.
  • Nous pouvons utiliser l’information pour améliorer nos produits et services.
  • Nous pouvons envoyer périodiquement des courriels promotionnels sur de nouveaux produits, des offres spéciales pour vous tenir au courant.
Comment et quand nous partageons vos informations Satel Service SA distribue des produits de sociétés externes (par exemple, Nexus 21). Lors du traitement de ces commandes, nous devons partager des informations de base avec ces sociétés, afin que vous puissiez recevoir vos produits. Ceci comprend : • Le nom et l’adresse postale du destinataire afin que le distributeur puisse remplir correctement l’étiquette d’expédition. • Les informations telles que votre adresse e-mail et votre numéro de téléphone ne sont pas partagées avec le distributeur sans l’autorisation expresse du destinataire. Les informations partagées sont nécessaires pour que la commande soit expédiée. Le distributeur ne vous contactera pas à des fins de marketing à la suite de commandes passées via le site Web de Satel Service SA. Sécurité Nous nous engageons à garantir la sécurité de vos informations. Afin d’empêcher l’accès non autorisé ou la divulgation, nous avons mis en place des procédures physiques, électroniques et de gestion appropriées pour sauvegarder et sécuriser les informations que nous recueillons en ligne. Comment utilisons-nous les cookies? Un cookie est un petit fichier qui demande l’autorisation d’être placé sur le disque dur de votre ordinateur. Une fois que vous êtes d’accord, le fichier est ajouté et le cookie aide à analyser le trafic Web ou vous permet de savoir quand vous visitez un site particulier. Les cookies permettent aux applications Web de vous répondre en tant qu’individu. Nous utilisons des cookies de journaux de trafic pour identifier les pages utilisées. Cela nous aide à analyser les données sur le trafic des pages Web et à améliorer notre site Web afin de l’adapter aux besoins des clients. Nous utilisons uniquement ces informations à des fins d’analyse statistique, puis les données sont supprimées du système. Dans l’ensemble, les cookies nous aident à vous fournir un meilleur site Web, en nous permettant de surveiller les pages que vous trouvez utiles et celles qui ne le sont pas. Un cookie ne nous donne aucunement accès à votre ordinateur ni à aucune information vous concernant, à l’exception des données que vous choisissez de partager avec nous. Tu peux choisir d’accepter ou de refuser les cookies. La plupart des navigateurs acceptent automatiquement les cookies, mais vous pouvez généralement modifier les paramètres de votre navigateur pour refuser les cookies si vous préférez. Cela peut vous empêcher de profiter pleinement du site Web.Liens vers d’autres sites Notre site Web peut contenir des liens vers d’autres sites Web d’intérêt. Cependant, une fois que vous avez utilisé ces liens pour quitter notre site, sachez que nous n’avons aucun contrôle sur cet autre site. Par conséquent, nous ne pouvons pas être responsables de la protection et de la confidentialité des informations que vous fournissez lors de la visite de ces sites et ces sites ne sont pas régis par cette déclaration de confidentialité. Vous devez faire preuve de prudence et consulter la déclaration de confidentialité applicable au site Web en question. Contrôler vos informations personnelles Vous pouvez choisir de restreindre la collecte ou l’utilisation de vos informations personnelles de la manière suivante: • Si vous avez précédemment accepté que nous utilisions vos informations personnelles à des fins de marketing direct, vous pouvez changer d’avis à tout moment en nous envoyant un e-mail à satelservice@satelservice.com ou en appelant notre équipe au +41 (0) 22.901.04.15 Nous ne vendrons, ne distribuerons ni ne louerons vos informations personnelles à des tiers, sauf si nous sommes tenus de le faire par la loi. Vous pouvez demander des détails sur les informations personnelles que nous détenons à votre sujet en vertu de la Loi sur la protection des données de 1998. Des frais minimes seront exigés. Si vous croyez que les informations que nous détenons sur vous sont incorrectes ou incomplètes, veuillez nous écrire ou nous envoyer un courriel dès que possible, à l’adresse ci-dessus. Nous corrigerons rapidement toute information jugée incorrecte. Satel Service SA 145 Rue de Lausanne 1202 Genève satelservice@sateservice.com
What are the delivery charges for orders from the Online Shop?
We offer free shipping for all orders over 1000.00, a flat rate shipping charge of 20.00CHF or a weight calculated shipping cost using Swiss Post or DHL/Fedex. Special delivery by FedEx or DHL can be done by request. All of these options are available to select upon checkout.
What exactly happens after ordering?
You will receive an e-mail as a confirmation and (If available) a tracking number. If you don’t receive any of those details within 24h, please contact us. All goods are dispatched using either Swiss Post or DHL/Fedex, and will require a signature upon delivery. If you are not likely to be at home for delivery we would suggest getting the goods shipped to your work address. We offer free shipping for all orders over 1000.00, a flat rate shipping charge of 20.00CHF or a weight calculated shipping cost using Swiss Post or DHL/Fedex. Special delivery by FedEx or DHL can be done by request. All of these options are available to select upon checkout. Delivery time: If the product is in stock: Swiss Post: 1-2 Business days for Switzerland 3-9 Business days for Europe 5-12 Business days for Americas and Asia FedEx and DHL can be delivered world wide within 3 business days (Does not include Customs) If you order outside Switzerland, please keep in mind that you might pay for customs and VAT of your country.
What should I do if I want to return of replace my product
If you decide that you do not want any item that we have delivered, we are happy to offer you an exchange or refund within 7 days of delivery, provided that it is returned to us in its original and unused condition (including in its original packaging), along with the wrapping and delivery note (as proof of purchase). Methods of return are as follows:
    To our store
The easiest and quickest way to return your item or items is to take them to our Ambleside Store for a replacement or refund along with your copy invoice as proof of purchase.
    By post (if the item has been posted to you):
To return an item by post you must firstly contact us. We will issue a Returns Authorisation which must accompany the goods being returned. Items returned without a Returns Authorisation cannot be accepted. For faulty items, we will, upon receipt of the product, examine it or we may have to return it to the manufacturer for examination. We aim to dispatch a replacement product, arrange a repair or refund your money within 14 days. When returning goods, if no fault is found we do not refund delivery charges, and if the order qualified for free delivery may not refund the standard postage fee. We will endeavor to process returns within 14 working days of receipt. You can contact Satel Service for further information. This does not affect your statutory rights.
Which payment methods are accepted in the Online Shop?
We accept payment by most major credit registered throughout the world and through paypal. We also accept payment in advance by bank transfer. Please ensure that the expiry date of your credit/debit card is after the anticipated dispatch date of your order. Payment will be debited from your account just before the dispatch of your goods, and if your payment card has expired, we will be unable to take payment and fulfill your order. We regret that we are unable to accept payment by cheque, Gift Vouchers, Purchase Orders or any other form of payment other than credit or bank transfer. The prices shown are only applicable to purchases made via Satel Service Online stores. On occasions, the prices payable and promotions offered online may differ from those prices and promotions offered at the same time in our Geneva store. We are under no obligation to honour any in-store price or promotion that differs from those online. Similarly, Satel Service store is under no obligation to honour any online price or promotion that differs from the in-store price. Special Offers and promotions advertised in the press or other media may be excluded unless specifically advertised as available online. All offers are subject to availability and while stocks last.



Contact

Our showroom is open Monday to Friday from 10:00 till noon and 2:30pm will 7pm. Our hotline is open Monday to Saturday from 9am – 9pm
Hotline: 0900 01 04 15 (2.-/min)