General Policies

Sevenoaks Sound and Vision Online Returns Policy

We offer a 30-day returns guarantee for most products purchased through our website.

If for any reason, you are not entirely satisfied with your online purchase, you may return it to us in its original condition within 30 days of the date you received the goods for a refund of the purchase price paid, subject to the conditions below.

This policy applies to online purchases only and does not apply to products purchased in-store.

This 30-day returns guarantee is offered as separate from and in addition to your statutory rights under applicable consumer law.

The following conditions apply to returns under our 30-day returns guarantee:

• Returned products must be undamaged and show no signs of wear beyond what is reasonably necessary to inspect them.
• Products must be returned in the condition in which you received them, including all original packaging, accessories and manuals.
• If original packaging is not returned, we reserve the right to make a reasonable deduction from the refund to reflect any reduction in the resale value of the goods, up to a maximum of 20% of the purchase price.
• Any free-of-charge promotional items supplied with a qualifying product must also be returned. If such promotional items are not returned, we reserve the right to deduct their reasonable value from your refund.

The following are excluded from this 30-day returns guarantee:

• special order products, where this is made clear before purchase.
• in-ear headphones unless they are faulty.

These exclusions apply only to our 30-day returns guarantee and do not affect your statutory rights.

If you are unsure whether a product is a special-order item, please contact us before placing your order.

If you wish to return a product, please complete our Online Return Request Form. Contact details can be found on your receipt or invoice.

Unless the goods are faulty, misdescribed, or otherwise not in conformity with your statutory rights, you are responsible for the cost of returning goods. We recommend using a tracked and insured service, as we accept no liability for goods lost or damaged in transit when being returned to us.

Refunds will be processed within 14 days of receiving the returned goods (or proof of return where appropriate) and will be made using the same method of payment originally used. Refunds cannot be made to third parties.

Faulty or Damaged Products

We recommend that you retain the original packaging for at least the duration of the manufacturer’s warranty, as this will assist if the product needs to be returned. If original packaging is no longer available, the goods must be securely packaged to ensure safe transit.

If your product arrives damaged or faulty, please notify us within 30 days of receipt by completing our Online Return Request Form.

If goods are faulty, not as described, or otherwise not in conformity with the contract, you have statutory rights under the Consumer Rights Act 2015. In many cases, this includes a short-term right to reject the goods for a refund within 30 days of delivery. You may also be entitled to request a repair or replacement. Where a refund is due, we will arrange collection from a UK address at our cost.

If you arrange for goods to be exported outside the UK (including delivery to a freight forwarder), you will be responsible for making the goods available for collection within the UK.

If a fault develops within the manufacturer’s warranty period, please contact us and we will assist in arranging repair or replacement, either by collection from a UK address or by directing you to an authorised service centre.

If goods returned as faulty are found to be fully operational or the fault is due to misuse, accidental damage, unauthorised modification, fair wear and tear, or other causes not covered by warranty, we reserve the right to return the goods to you and charge for reasonable carriage costs.

If a product develops a fault outside the warranty period, we will assist where possible in arranging repair, which may be chargeable.

Format of The Contract

Depending on your delivery address and the products ordered, your contract may be with Sevenoaks Sound and Vision Limited or with an independently owned franchise store trading as Sevenoaks Sound and Vision. The identity of the contracting party will be confirmed in your dispatch or collection confirmation email.

When you place an order via our website, you are making an offer to purchase goods. An order acknowledgement confirms receipt of your order and payment but does not constitute acceptance. A legally binding contract is formed only when we send a dispatch or collection confirmation email.

If we are unable to accept your order (for example due to unavailability, pricing error, or suspected fraud), we will notify you and issue a full refund where payment has been taken.

We reserve the right to amend these terms in relation to future sales.

General Terms of Use

We will use reasonable efforts to ensure that the website is available at all times. However, access may occasionally be suspended or restricted for maintenance or updates.

We do not sell products for purchase by children. If you are under 18, you may use our website only with the involvement of a parent or guardian.

Unless otherwise stated, all intellectual property rights in the content of this website are owned by or licensed to Sevenoaks Sound and Vision Limited.

You may print or download extracts for personal, non-commercial use only, provided that no modifications are made and all copyright notices are retained.

Description and Price of The Goods

Product descriptions and prices are as shown on the website at the time you place your order.

If, after acceptance of your order, goods become unavailable, we will inform you as soon as possible and offer a refund or suitable alternative.

We take reasonable care to ensure pricing and product descriptions are accurate. In the event of an obvious pricing or description error, we reserve the right to cancel the order and issue a full refund.

Third-party apps, services, and software functionality may be modified, removed or discontinued by manufacturers at any time. We cannot guarantee the continued availability or performance of such services unless expressly stated.

Software updates for “smart” products are provided at the discretion of the manufacturer. The availability of future updates is not guaranteed unless stated as part of the product’s core functionality.

Delivery charges, where applicable, are displayed at checkout.

Pricing Terms

All prices shown are inclusive of VAT at the applicable UK rate.

RRP and SRP refer to the manufacturer’s recommended or suggested retail price.

Offer prices indicate promotional or clearance reductions.

Payment

Payment must be made in full at the time of ordering using the payment methods displayed on the website.

No goods will be dispatched until cleared funds have been received.

We reserve the right to recover reasonable costs, including administrative and legal expenses, in the event of unpaid sums lawfully due.

Delivery

Goods will be delivered to the address provided at checkout. You are responsible for ensuring that delivery details are accurate.

We may charge reasonable additional costs arising from changes to the delivery address after order submission.

If delivery is delayed due to circumstances beyond our reasonable control, we will inform you and offer the option to cancel where appropriate.

You may be required to sign for delivery. If the outer packaging appears damaged, you should notify the courier and contact us promptly. This will assist us in resolving any issue efficiently.

Risk/Title

The goods remain our risk until they come into the physical possession of you, or a person identified by you to take possession of them. Once delivery has taken place, the goods are at your risk.

Ownership of the goods does not pass to you until we have received payment in full in cleared funds for the goods and any applicable delivery charges.

Nothing in this section affects your statutory rights as a consumer, including your rights where goods are damaged in transit before delivery is completed.

For out-of-warranty repair returns, customers are responsible for ensuring goods are adequately insured during transit to us. Once goods are in our possession, we will take reasonable care of them.

Your Statutory Right to Cancel

If you are purchasing as a consumer through our website, or through another distance or off-premises sales channel where the Consumer Contracts Regulations 2013 apply, you generally have the right to cancel your order within 14 days after the day you receive the goods.

This statutory cancellation right does not apply to purchases made in-store unless we expressly offer a separate returns policy for in-store purchases.

To exercise your right to cancel, you must notify us in writing (by post or email). You do not need to provide a reason.

You must return the goods within 14 days of notifying us of cancellation. You are responsible for return costs unless the goods are faulty or misdescribed.

We will refund all payments received, including standard delivery charges, within 14 days of receiving the returned goods (or evidence of return). Refunds will be made using the original payment method.

The statutory right to cancel does not apply to certain types of goods or services, including:

• Sealed audio or software products once unsealed
• Custom-made or personalised goods
• Goods liable to deteriorate rapidly
• Services once fully performed

Warranty

All new goods supplied by Sevenoaks Sound and Vision are warranted to be free from defects at the time of delivery. This warranty is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

If you purchased in-store, please contact or visit the store that supplied the goods in the first instance. For online purchases, please complete our Online Return Request Form or contact our customer support team. We will assess the issue and, depending on the product and the nature of the fault, may arrange inspection, collection from a UK mainland address, referral to an authorised service centre, repair, replacement, or refund in accordance with your statutory rights.

Please note that we only supply goods to UK addresses. If goods are subsequently taken outside of the UK, it is the customer’s responsibility to return the item to a UK mainland address in order for any collection, inspection, or warranty service to be arranged.

Manufacturer warranties are provided in addition to your rights against Sevenoaks Sound and Vision. Details of any manufacturer warranty will be supplied with the product. Please note that selected products are eligible for an extended manufacturer warranty beyond the standard term, provided the product is registered. For example, a product may come with a 2-year standard warranty which increases to 3 years only upon registration with the manufacturer. Where registration is required to trigger an extension, this will be stated on the product page and/or your invoice. Failure to register where required will limit the warranty to the standard manufacturer period.

Warranties do not apply to defects arising from fair wear and tear, accidental damage, misuse, neglect, unauthorised modification or repair, failure to follow instructions, or normal depletion of consumable components (such as batteries, cartridges, styli etc), unless such issue is due to an inherent manufacturing defect.

Extended 6 Year Warranty

Our extended 6-year warranty applies to selected products purchased in-store or online on or after 6 December 2023. This total cover is achieved in three stages:

1. Standard Cover: Your product includes a standard manufacturer warranty.
2. Manufacturer Extension: You must register your product with the manufacturer to activate any available extensions (e.g., increasing cover from 1year to 3 years).
3. Our Extension: We then extend the remaining years to provide you with a total of 6 years warranty from your date of purchase.

Please note: You must complete all required manufacturer registrations to qualify for the full 6-year period. Failure to do so will limit your cover to the standard manufacturer warranty period only.

This warranty is non-transferable and applies to domestic use only. It does not apply to commercial or business use. Consumable parts and rechargeable batteries are excluded beyond the manufacturer’s standard warranty period.

In the event of a valid claim within the extended warranty period, we will assess the issue and arrange repair or replacement where appropriate. If repair is not possible and a suitable replacement is unavailable, we will issue a refund based on the original purchase price.

Any replacement product supplied under this warranty will be covered for the remainder of the original 6-year period or the manufacturer’s warranty applicable to the replacement product, whichever is longer.

This warranty does not cover faults or damage arising from misuse, neglect, accidental damage, cosmetic damage, water damage, unauthorised modification or repair, or tampering.

Limitation of Liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under applicable law.

Subject to the above, our liability for losses arising in connection with any order shall not exceed the total price paid for the goods.

We are not liable for indirect or consequential losses, including loss of profit, except where such limitation is not permitted by law.

These terms do not affect your statutory rights.

Data Protection & Privacy

We will process your personal data in accordance with applicable UK data protection legislation and our Privacy Policy.

Personal data is used to fulfil orders, provide customer support, and, where consent is given, to send marketing communications.

Please refer to our dedicated Privacy Policy for full details.

Images

Product images are for illustrative purposes only. Actual products may vary in appearance.

Governing Law & Jurisdiction

These terms of sale and any contract for the supply of goods shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to determine any dispute arising out of or in connection with these terms or any contract between us.

The language of any dispute resolution procedure or court proceedings shall be English.

If you are a consumer resident outside England and Wales, you may also have the benefit of mandatory consumer protections under the laws of your country of residence. Nothing in these terms shall deprive you of such mandatory protections where they cannot be excluded by contract.

Sevenoaks Sound and Vision Limited

Unit 1 Morewood Close Industrial Estate

Sevenoaks

Kent

TN13 2HU

VAT: GB 644 5966 03