Returns & Refunds Policy

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 outlined below.

1. 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.

2. 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 & Licenses: Physical software must be unopened and untampered with. Digital software licenses cannot be refunded once the license key has been applied or registered.

3. 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 faulty or defective products.

4. Shipping & Collection Costs

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

Return Method Estimated Cost Notes
Standard Collection £15.00 per parcel 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/insured service. Contact us for paperwork first.

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 (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: We only refund delivery fees if the item is faulty. Premium shipping upgrades (e.g., Saturday Delivery) are strictly non-refundable.

5. 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

To begin the process, please contact our team within 14 days of receiving your order. We will provide you with the necessary instructions and paperwork to ensure your return is handled quickly.