RETURNS
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any or all items in their original condition and packaging for a refund or exchange within 7 working days from delivery, subject to the following conditions:
- You must inform us of your intention to return the goods to us in writing within 7 working days of receiving the goods by sending a letter, fax or email to returns@theaudiogroup.co.uk . Please include your Order ID , and clearly state your reasons (if any) for returning the goods to us. If you wish to return only part of the order then please also clearly state which items you wish to return.
- Prior to return of the goods these must remain in the state in which they were delivered and can be returned at any time, if possible including the original delivery note.
- We recommend the return of the goods to us by a registered/recorded delivery service (which requires a signature by the recipient) with suitable carriage insurance to the following address:
Our return address:
The Audio Group Ltd
1b Cobbs Lane,
Hough, Cheshire
CW2 5JN
+44 (0)1270 842 877
- You must return the goods unused.
- All returned products must be in their original product packaging. If you have opened the product packaging, or you have damaged the packaging so that it cannot be reused, we reserve the right to provide you with a partial refund only. This does not apply to items found to be defective where a full refund will be offered.
REFUNDS
If you are returning your goods because they were damaged in transit, or because the wrong products were delivered, or because the products delivered were materially different from what was described on the website when you purchased the products, then you shall be entitled to a refund of the full product price(s) of the returned product(s) and a refund of the full price of the original delivery charge.
Subject to your compliance with the Returns section above, in all other circumstances you will be entitled to a refund of the full product price(s) of the returned product(s). The original delivery charge will not be refunded.
In no circumstances will you be refunded your cost of delivering the returned goods to us other than the goods being deemed to be defective.
Please note, if we reasonably believe the returned goods have been used you will not be entitled to a refund. This does not affect your statutory rights should the item be deemed defective.
Your refund will be applied to the credit/debit card used to make the transaction within as soon as possible and within thirty days following return of the item.
Distance Selling Regulations
Under the EU’s Distance Selling Regulations, customers located in the European Union are entitled to a 7 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 7 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original despatch charge. The Audio Group Limited are not liable to cover costs of returning the goods.
If for any reason we have arranged to collect the goods from you, we reserve the right to recover the costs of collection from you*.
*Please note this only applies to customers located within the European Union.
Returns Policy
Where goods are simply unwanted and notification is received after the 7 working day cooling off period, we will be delighted to offer an exchange or a gift card to the value of the goods within 28 days of you receiving the goods.The Audio Group Limited is not responsible for covering costs of returning the goods.
In this instance, please notify us of your intent to return the goods in writing, or by email to returns@theaudiogroup.co.uk. Items must be unused and in a perfect resalable condition, accompanied by a valid order reference. Once the 28 day period has passed we have the right to refuse exchanges of any unwanted items.
Should you experience any issues with your order, please contact our Customer Service team on+44 (0)1270 842 877 or via email at sales@theaudiogroup.co.uk. Our lines are open from 08.30am-7pm, Monday to Friday (GMT).
Faulty/ Damaged Goods
If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact our Customer Service team on+44 (0)1270 842 877 or via email at sales@theaudiogroup.co.uk
Our lines are open from 08.30am-7pm, Monday to Friday (GMT). The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available.
Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for a Quality Review investigation.
Where goods are believed to be faulty, please notify us of your intent to return the goods in writing, by fax or by email. All goods believed to be faulty will be required for Quality Review. Once this item(s) have been received, a Quality Review Investigation will take place which can take 5-7 working days to complete. Correspondence will be made directly with the customer.
Returns Procedure
All returns should be wrapped securely in the same packaging in which the items were originally received, with the returns reference clearly displayed on the exterior. The returns reference will be supplied by the Customer Service team upon notification of the intention to return the goods.
Our return address:
The Audio Group Ltd
1b Cobbs Lane,
Hough, Cheshire
CW2 5JN
+44 (0)1270 842 877
If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/ exchange for damages caused by insufficient packaging.
We recommend that returns are made via recorded delivery and/ or that a proof of postage is obtained, in the unlikely event that we do not receive the parcel.
Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for a refund (please refer to Distance Selling Regulations), the free gift must also be returned in order for the credit to be performed.
Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for an exchange, the free product must also be returned in cases where the value/ type of the exchanged items no longer meets the criteria requirement to qualify for that promotion.
Where an order has qualified for a discount to be applied to a product this discount shall no longer apply if upon returning part of the order the resulting value is below the threshold for the discount to apply. The discounted products must therefore either be returned or they shall be charged at the full retail price.
Exchanges will be processed within 2 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; these will be charged at the standard rate.
Where the goods have been received as a gift, items may be exchanged for alternative products.
Where a refund is due, this will be processed onto the credit/ debit with which the purchase was made as soon as possible and within 30 working days.