topic Re: Sky Stream puck - upfront cost refund? in Sky Stream

Sky Stream puck - upfront cost refund?

Wurst1 — Fri, 25 Sep 2026 18:37:32 GMT

We recently placed an order for two additional Sky Stream pucks (total £79.90) as we were joining Sky Stream. They have yet to arrive (but have been dispatched). We will be cancelling and staying with Sky Q. I assume if we cancel our Sky Stream order we will get this £79.90 refunded as we're in the cooling off period?

I won't be able to call Sky until Monday so thought I'd ask on here. It's a bit confusing as I read that the upfront cost of the pucks isn't refundable and they remain the property of Sky, but I assume if we're in the cooling off period we will still get that £79.90 back?

The Sky terms aren't super clear - they state the will refund "puck set-up costs" within the cooling off period, but the puck doesn't need setting up, it just literally plugs in without an engineer, so I assume this "set up cost" is the upfront charges?

Thanks

Re: Sky Stream puck - upfront cost refund?

mikealanr — Fri, 25 Sep 2026 19:58:55 GMT

Hi @Wurst1

Sky says:

You’ll only pay for the days you used your TV subscription and any delivery costs. We'll refund the rest to your bank account within 45 days. We'll also refund any set-up fees you paid for your Sky Stream puck

https://www.sky.com/help/articles/cancel-sky-tv

MikeAlanR

Re: Sky Stream puck - upfront cost refund?

Wurst1 — Fri, 25 Sep 2026 21:23:10 GMT

Read that already @mikealanr - I was just confused by the "refund set-up fees you paid for your Sky Stream puck" - there is no "set-up" as you just plug them in yourself.

Other documentation from Sky mentions a "£39.50 set-up fee per additional puck", which is the amount we paid upfront. So Sky calling the upfront charge a "set-up fee" is confusing.

Guess I'll find out on Monday.

I do wish Sky's terms were clearer, this isn't the first time I've encountered unclear wording and uncertainty in their terms.

Re: Sky Stream puck - upfront cost refund?

mikealanr — Fri, 25 Sep 2026 21:30:05 GMT

Hi @Wurst1

Yes the call it a set up fee. You should get it back.

MikeAlanR

Re: Sky Stream puck - upfront cost refund?

Wurst1 — Sat, 26 Sep 2026 11:32:00 GMT

Thanks @mikealanr - I spoke to Sky today who confirmed the cost would be refunded.