Rated 4.9 (130 reviews)
We want you to be completely satisfied with your purchase. If you change your mind, we are happy to offer a refund or exchange subject to the conditions set out below.
01
Return Windows & Eligibility
Standard itemsYou must contact us within 30 days of delivery to initiate a return. Business customers must contact us within 14 days of delivery.
ConditionItems must be returned in the same condition in which they were received.
ExchangesYou may exchange an item for another product within 30 days of delivery (14 days for business customers), provided the original item is unopened and unused.
02
Buying In Store & Click and Collect
Your return rights depend on how the order was placed, not on how you received the goods.
Click and Collect ordersOrders placed on our website or by telephone and collected from us are still distance sales, so the full return window in Section 1 applies. The window begins on the day you collect the goods, not the day you placed the order.
Counter purchasesGoods chosen and paid for in person at our London counter are not distance sales, and the statutory 14-day cancellation right does not apply to them. As a goodwill gesture we will accept a change-of-mind return within 14 days of purchase, provided the item is unused, in its original unopened packaging, and you can produce your receipt or invoice. Counter returns are offered as an exchange or a credit note; we do not issue cash or card refunds on unwanted counter purchases.
Restrictions still applyThe exclusions in Section 3 (Non-Refundable & Restricted Items) apply to counter and collection purchases in exactly the same way as they do to delivered orders.
Faulty goodsNothing in this section affects your legal rights. If an item is faulty, not as described, or not fit for purpose, you have the same rights whether you bought it at the counter, collected it, or had it delivered.
03
Non-Refundable & Restricted Items
To maintain quality and safety standards, the following restrictions apply:
Custom & modified ordersAny items made to order or modified at your request are non-refundable.
Special ordersItems ordered specifically at a customer’s request are returnable only at our discretion.
Hygiene-sensitive itemsProducts such as earphones or clothing can only be returned if the packaging is factory-sealed and unopened.
Software & licencesPhysical software must be unopened and untampered with. Digital software licences cannot be refunded once the licence key has been applied or registered.
04
Refund Reductions
We are under no obligation to accept the return of goods that have been opened. If we choose to accept a return on items that have been opened, we reserve the right to deduct a restocking charge from the refund. This only applies to unwanted products and not to faulty or defective products.
05
Shipping & Collection Costs
Free returns for personal purchases. If you bought as an individual, we will book a free collection or send you a prepaid label for any item that can go by standard parcel courier within the UK. Bulky and freight items are covered below. Business purchases: unless the item is faulty, the customer is responsible for return delivery costs.
| Return method | Estimated cost | Notes |
|---|---|---|
| Standard collection | Free for personal purchases; £15.00 per parcel for business purchases | UK only, small parcels sent by standard courier. Does not apply to bulky or freight items (see below). |
| Missed collection | Additional fee | Charged if a rebooking is required due to unavailability. |
| Self-arranged | Varies | We recommend a tracked and insured service. Contact us for paperwork first. |
Bulky & freight items
Free returns and the £15.00 Standard Collection service apply only to items that can be sent by standard parcel courier. For bulky, heavy, or palletised goods, including but not limited to loudspeakers, subwoofers, amplifiers, truss, staging, and flight-cased equipment, free returns and the £15.00 rate do not apply and no collection is arranged or subsidised by us. The customer is responsible for arranging and paying for suitable return carriage, and we recommend a tracked, insured, and where necessary palletised freight service appropriate to the item’s size, weight, and fragility. We can provide return paperwork and packing guidance on request, but arranging or booking the courier is the customer’s responsibility. We accept no liability for loss or damage in transit on a self-arranged return.
Note: If you bought as an individual and cancel your order, we refund your original delivery charge up to the cost of our standard delivery option. Otherwise we only refund delivery fees if the item is faulty. Premium shipping upgrades, such as Saturday Delivery, are strictly non-refundable.
06
Processing Your Refund
Once we receive and inspect your return, we will process your refund to your original payment method. Please allow 3–5 working days for the funds to appear in your account.
How to start a return
Contact our team within 30 days of receiving your order (14 days for business customers). We will provide the instructions and paperwork needed to get your return handled quickly.
