Returns Policy

Return Windows & Eligibility

Standard items

You must contact us within 14 days of delivery to initiate a return.

Condition

Items must be returned in the same condition in which they were received.

Exchanges

You may exchange an item for another product within 14 days of delivery, provided the original item is unopened and unused.

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 orders

Orders placed on our website or by telephone and collected from us are still distance sales, so the full 14-day return window in Section 1 applies. The 14 days begin on the day you collect the goods, not the day you placed the order.

Counter purchases

Goods 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 apply

The 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 goods

Nothing 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.

Non-Refundable & Restricted Items

To maintain quality and safety standards, the following restrictions apply:

Custom & modified orders

Any items made to order or modified at your request are non-refundable.

Special orders

Items ordered specifically at a customer’s request are returnable only at our discretion.

Hygiene-sensitive items

Products such as earphones or clothing can only be returned if the packaging is factory-sealed and unopened.

Software & licences

Physical software must be unopened and untampered with. Digital software licences cannot be refunded once the licence key has been applied or registered.

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 20% restocking charge from the refund. This only applies to unwanted products and not to faulty or defective products.

Shipping & Collection Costs

Unless the item is faulty, the customer is responsible for return delivery costs.

Bulky & freight items

The £15.00 Standard Collection service applies 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, the £15.00 rate does 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.

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.