How do I return an item?
Returning Goods within the 7-Day Distance Selling Regulations (2000)
If you wish to return a product purchased from us, you may do so within 7 working days of receiving the product. Please include the order number (if an on-line purchase) to enable us to trace the order. We will refund the price of the product, less any delivery costs charged, unless the product is defective, in which case we will also refund the initial delivery costs. Certain exclusions apply (listed below).
Products returned for refund must be in the original packaging (ie outer carton) with no damage to the boxes or equipment. Items returned for refund which have any damage to internal packaging/wrapping, instruction manuals or damage to the outer box, will be subject to a handling charge.
Items returned for refund or exchange which have been tested, trialled, or used will be subject to a greater handling charge. Any items returned with packaging missing/damaged or any other contents, such as looms, remote controls, instruction manuals will also be charged to the customer.
Any items that wish to be returned after the 7-day Distance Selling Regulations Notification period (and within 28 days of purchase) will be subject to a minimum 25% handling charge.
This is in addition to your statutory rights (returns within 7 days).
Where carriage was included FREE OF CHARGE within the initial order then we reserve the right to refund the purchase price less a charge of £6.99 for UK-mainland orders and £15.00 for UK (non-mainland orders, ie N. Ireland, Jersey, IOM, Channel Islands).
Please note that Software (unless it is still factory sealed and 100% intact) cannot be returned and is exempt from the 7-day Distance Selling Regulations. Custom made items or products altered or designed as per customer's specifications cannot be returned or refunded (i.e. cut cable, acoustic shelves, custom bass boxes).
Any items returned faulty (which have been purchased and returned within 14 days) will be replaced and sent back to the customer carriage free.
Any items which develop a fault after 14 days of purchase will be serviced by our acting authorised service centre. Please contact us for more details. There are no charges for this service. Please allow 14 - 30 days for warranty work to be carried out.
Any products which cannot be repaired by our service centre will have to be returned by the customer, to our store. This will be the case on all products available on our online store. If unsure, please check with our returns department (firstname.lastname@example.org)
We recommend that you return items by Royal Mail registered post for safe delivery.
Faulty goods returned which have been inspected by our engineers and found not to be faulty will be returned to the customer and will incur an appropriate carriage charge (£10 maximum for UK mainland). It is therefore very important that all items are checked for a legitimate fault, by the customer, before returning them back to us.
Most items carry 12 months' warranty. Exclusions include: subwoofer boxes, looms, wiring kits, remote controls, batteries, software discs, brackets, facia trims, cases, aerials, and speaker plates. Most ex-demo units carry 12 months warranty unless otherwise stated. Subwoofers are not covered for voice-coil damage due to abuse, overheating, or distortion. Speaker tinsel leads are not covered due to abuse. Damage caused to facia panels by misuse (ie. dropping) is not covered. We do not cover theft of facia panels, main units or any other item.