Terms and Conditions
Customer Service and Returns Policy
At HiFiSales.co.uk, we are always here to help and we strive to offer total peace of mind when shopping with us. We pride ourselves on offering the highest levels of customer service along with simple, uncomplicated terms and conditions. We understand that sometimes products need to be returned, whether your item has developed a fault, is damaged or was not what you expected, we can help.
If you are having difficulties with your product / purchase within the manufacturer warranty period, please use our dedicated customer service contact page. Many issues can be rectified via email without the need to return the product. Someone will respond to you within one working day.
PLEASE NOTE: Always contact us prior to returning anything as you will require an Returns Authorisation Number. Failure to do so may delay the process to resolve your query while we ascertain its origin etc.
Purchasing any product from HiFiSales.co.uk is deemed an acceptance of the terms and conditions set out below.
Exclusions to our Returns Policy & Warranty Claims
Our returns policy does not apply to bespoke, custom made or special-order products. HiFiSales.co.uk will not be liable for any consequential loss resulting from a faulty product or failed delivery / collection.
All warranties do not cover the following scenarios:
- Abuse, mishandling or accidental damage of the product
- The product has been used for purposes it was not designed to be used for
- Wear and tear beyond the design intentions of the product
- The product has been modified or has been inspected / repaired previously by an unapproved repairer
- The fault was caused by using accessories or additional parts that are not specifically designed / certified to work with your product by the manufacturer
- An inappropriate power supply or battery has been used
- Inadequate care and maintenance of the product
HiFiSales.co.uk cannot be held liable, nor will we accept returns for products where a third party application or service has been withdrawn. For example, streaming services or apps being terminated or no longer being supported. This could be due to the third party or the manufacturer. Should your product be affected in this way, we will endeavour to try and find a resolution with you. Please get in touch with our Customer Service Department.
Need to have something Repaired under the Warranty?
PLEASE NOTE: All warranties are only valid for the original purchaser ONLY and are not transferable unless otherwise stated by the manufacturer.
Unsure whether your product is covered by the manufacturers warranty? Contact us for confirmation quoting the products model, serial number and its date of purchase.
Customer Service contact
Your product has failed within the warranty period? Contact us via the Customer Service contact page. We aim for someone to respond to you within one working day.
All warranties can only be fulfilled to goods purchased and delivered within the UK. In order for us to conduct a warranty claim to goods taken outside of the UK, the goods have to be returned to the UK. This will, however, be at your own expense. This also applies to goods delivered to shipping companies. After a warranty claim, goods can only be re-delivered to a UK address.
If the original box and internal packaging are available, we will arrange to collect your product using our courier service.
If the original box or internal packaging has been discarded, please contact our Customer Service Department. We will be unable to arrange a free of charge collection with our courier if the packaging conditions have changed.
You will need to return the product to us using your own courier. You will be responsible for returning the product to us along with any associated shipping / packaging costs. We will still return your product to you free of charge after the repair.
All products are returned to the manufacturer’s approved service center and then returned to us once completed. Manufacturers aim to have all warranty work completed and returned to us within six to eight weeks. However, most are completed a lot sooner than this.
After the product is repaired / replaced by the manufacturer, it will arrive back with ourselves. We will contact you and return it to you free of charge with our courier.
Should the manufacturer report that your product is having ‘No Fault Found’, we will contact you and there will be a charge of £27.00 per box. This is to cover return carriage costs which will also include any charges for collecting the product.
Our standard UK mainland carriage charge for parcels up to 25 kg is £13.50 each way.
If your product cannot be repaired during the warranty period, we will offer a refund or credit note to be redeemed against another purchase from HiFiSales.co.uk
PLEASE NOTE: A deduction may be made from the refund or credit note value depending on how long you have owned the product:
1st Year – 100%, 2nd Year – 90%, 3rd Year – 80%, 4th Year – 70%, 5th Year – 50%
PLEASE NOTE: All warranties are only valid for the original purchaser ONLY and are not transferable unless otherwise stated by the manufacturer.
Received Something Damaged?
In the unlikely event your purchase is damaged in transit, please contact our Customer Service Department via the customer service page within 24 hours of the delivery. Please include photographs of the box, packaging and product. We ask that the unit be ‘held’ until further instructions are given. Couriers often like to collect and inspect themselves prior to insurance claims being processed.
Customer Service contact
PLEASE NOTE: We will require you to keep all original packaging.
Need to Return Something for a Refund?
HiFiSales.co.uk has a thirty day return policy on all products purchased through our website. To return goods, the customer must inform us via the customer service contact page. This must be carried out within thirty days of date of purchase stating that you wish to return a product. Please include your name, address, and original order number in all correspondence.
In line with the UK Distance Selling Regulations, it is the customer’s responsibility to return the products to us (along with any associated costs). Also to ensure that the product arrives safely, in an “as new” condition and complete with all supplied accessories. We recommend using an insured and traceable courier / postal service.
Any ‘Promotional Items’ supplied with the goods must also be returned. If such items are not returned, the full value of the promotional items will be deducted from any refund that may be issued.
PLEASE NOTE: For hygiene reasons, in ear headphones may not be returned if the original factory seal has been removed and the box opened. This does not affect your statutory rights as a consumer.
How Does the Refund Work?
PLEASE NOTE: A refund will only be authorised after a full inspection of the goods by our Customer Service Department.
Faulty Products
Faulty goods must be returned within thirty days of purchase to qualify for a refund. If your purchase falls outside this time, please contact us.
Once the fault is confirmed by our Customer Service Department, you will be refunded the full purchase price. This is providing that the product returned is complete, includes all accessories and is in an ‘as new’ condition with all original packaging.
If our Returns Department cannot find a fault with your product, you will have the choice of having the product returned to you or the appropriate carriage costs deducted from the refund (£13.50).
Cancelled Orders / Unwanted Products
If the goods returned are complete, including all accessories and in an ‘as new’ condition with all original packaging, you will be refunded the full purchase price. This refund however will be less the cost of any additional delivery services requested by yourself (£13.50).
Assuming the goods returned are in an ‘as new’ condition but with accessories missing, you will be refunded the full purchase price less the cost of the missing accessories (prices available upon request). In this situation, we will contact you and you will then have the option to return the missing accessories or have the appropriate deduction applied to your refund.
If the goods returned are not in a resellable condition, we will contact you as they are not covered under the above terms.
A refund will only be processed once we have received / inspected your returned products. This may take up to a maximum of ten working days, but is generally quicker.
Need to Make a Complaint?
We do strive to provide the highest level of customer service, however, if something does go wrong, we will do our utmost to resolve any issues. Please contact our Customer Service Department who are happy to help and can be contacted via e-mail or our dedicated customer service contact page:
Email: customer@rjp-audio-overhaul.co.uk
Online Contact Form:
