Welcome to the Sevenoaks Sound and Vision Support Center.
Below you will find all of our FAQs, organised into categories to make it easier to find the answer you are looking for.
Ordering Online
Do you charge for delivery?
Delivery to UK mainland addresses is free. Please note that we can only ship to mainland UK addresses and reserve the right to cancel and refund any orders placed from outside mainland UK.
Some products do not have 'Add to basket' buttons, why is this?
We do not sell certain brands online so these are only available in-store; this is also the same with televisions.
Do you ship outside of the UK?
We only ship to UK mainland addresses.
What payment methods are accepted?
We accept Visa, Mastercard, Maestro, PayPal, AMEX, Amazon Pay and Hitachi PayByFinance. AMEX and Hitachi PayByFinance may not available in all stores. PayPal and Amazon Pay is only available online.
My payment method keeps failing, what should I do?
Check that you have selected the correct card type, entered your CVV number (last three digits on the signature strip) and all other details are correct. If you have recently moved and not amended your card details, please contact your bank to get this updated. If you continue to have problems please contact your bank or our
customer support team.
If you wish to cancel your order, please
contact us quoting your order number and your cancellation reason.
Yes. You can call our UK based team on 0333 0164775 (local rate call) to place an order over the phone. We are available Monday to Saturday 09:00 - 17:30, and 10am to 4pm Sunday. Please note we can only accept payment by credit/debit cards for these orders.
Will I be charged as soon as I place my order?
As soon as you place your order using a credit/debit card, payment is allocated to us. Once the transaction has been authorised your payment is released to us by your bank. If you pay using PayPal, please refer to their T&Cs. If you are paying by Hitachi PayByFinance please refer to our
Finance FAQs. If you pay with Amazon Pay your card will be charged when your order has been succesfully placed and accepted.
Representative examples and FAQs can be found
here.
Faulty Products
I purchased a product online within the last 30 days and I believe it is faulty, what should I do?
If you believe your product to be faulty, please contact us. Relevant contact information can be found on your receipt/invoice. Your product will be either refunded or replaced.
I purchased my product online longer than 30 days ago but it is within its warranty period and I believe it is faulty, what should I do?
If you believe your product to be faulty, please contact us. Relevant contact information can be found on your receipt/invoice. Your product will need to be returned for assessment.
I purchased my product in-store and I believe it is faulty, what do I do?
You will need to contact the store you purchased the product from. This information can be found on your receipt/invoice.
Returns & Refunds
I purchased my product online within the last 30 days and I wish to return it for a refund, how do I do this?
You will need to contact us - relevant contact information can be found on your receipt.
I purchased my product in-store and wish to return it for a refund, how can I do this?
You will need to contact the store which you purchased the product from. You can find the contact details for the store at the top of your receipt.
Do I have to pay to return an online order?
If the product arrives faulty, we will arrange collection from you for free. If you have changed your mind or the product is unsuitable then you will need to arrange return at your cost.
Product Advice & Demonstrations
I need technical advice on a product, who should I contact?
For product advice we recommend you contact your
local store. Our in-store teams are specialists and trained in the products we sell so they know what they're talking about!
You need to contact your
local store to arrange a time & date for a demonstration. You can ask for a specific system you're interested in or our teams can suggest a solution. Feel free to take along your own music or movies!
Clearance Items
I would like some more information about the condition of a clearance product, who should I contact?
If you would like more information about the condition of a clearance product, please contact the branch that has listed the product. If it is a store that has listed the product you can find their details
here, If it has been listed by 'Mail Order Dept.' then please find the contact details
below.
Yes, all clearance products come with a full warranty unless otherwise stated.
Does your returns policy cover clearance products?
Yes, our returns policy is also applicable to clearance products purchased online.
What does 'Open box product' mean?
Typically open box products are products listed by our mail order department. These can be ex-display from one of our stores, ex-service, ex-review or a customer return.
General Information
How do I sign up for your newsletter?
At the botton of our website there is a box where you can enter your email address and click "Sign Up!" Make sure to confirm your email address!
Can I change my details and password for my account?
Yes, just log into
your account and you can edit all of your details and change your password.
No, generally we do not offer trade-ins or buy back products. Sometimes we may run a trade-in promotion and this will be displayed clearly on our product pages.
Do you offer a gift wrap service?
We do not offer a gift wrap service.
Do you sell gift vouchers?
We do not sell gift vouchers/cards.
Do you sell extended warranties?
We do not sell extended warranties.
Where can I find your full policies?
You can find our policies here which include an outline of our tracking technology:
https://www.sevenoakssoundandvision.co.uk/t-policy.aspx
Contact Us
Contact us about an order placed online
If you have placed an order online, or have a question about placing an order online, please email support@ssav.com or ring 01732 740 944.
We endeavour to answer all customer emails within 24 working hours. Our office hours are Monday to Friday, 9am to 5:00pm. We are closed on Bank Holidays.
Contact your local store
If you need advice about products, in-store purchases or to book a demonstration please use our Store Locator to find contact details for your local store.
Suggest a website improvement or report an error
If you have a website improvement suggestion or if you have noticed an error, please email onlinestore@ssav.com
Head Office/Registered Office
Sevenoaks Sound and Vision Limited
Unit 1
Morewood Close Industrial Estate
Sevenoaks
Kent
TN13 2HU