For ease and transparency our refund policy is as set out within UK law. Full details can be found on the UK government website: https://www.gov.uk/accepting-returns-and-giving-refunds .
Due to the nature of our products however we are happy to discuss options in addition to your statutory rights depending on circumstances. For further details please contact us via the details at the bottom of this page.
YOUR RIGHT TO CANCEL WHEN PURCHASING ONLINE
Customers must tell us within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told us. We will refund the customer within 14 days of receiving the goods back.
IN ALL OTHER CASES
To complete your return, we require a receipt or proof of purchase. You may be asked to send pictures if a product has arrived damaged or incomplete.
(Where applicable please do not send your purchase back to the manufacturer. Contact us directly for all returns queries)
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery but any issues are due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Depending on the circumstances of the return and your rights within UK law, we will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of us recieving the goods.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
SALE ITEMS (if applicable)
If an item is on sale due to damage that the consumer is already aware of no refund will be given for a return based on that damage.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at firstname.lastname@example.org and we will contact you about your case.
For items returned due to customer error or outside of the 14 day cancellation period, and when unnaffecetd by statutory rights, the consumer will be responsible for the returns shipping costs.
For items returned due to Holistic Audio Ltd error we will pay for return shipping costs.