We wish all our customers to be delighted with everything purchased from us. If you have a problem of any sort with your purchase, we simply ask that you first telephone or email us. If we can sort out the problem while you still have the product, we’ll all be happy!
Please note that special order items, phono cartridges, and stylii can only be returned if faulty (but not if accidentally damaged!). Consumable items like cleaning fluids, once opened, are not returnable under any circumstances.
For all other products, the following conditions apply:
On receipt of your purchase, it is your responsibility to check the condition of the package you receive. If it is clearly damaged in transit, you should refuse to accept it and have the shipping company return it to us. Notify us by telephone or by email, and we will send a replacement item to you as soon as possible.
Within 10 days, we offer a no-quibble, money-back guarantee (except for special order items, cartridges, stylii, and consumables, as noted above). If you are in any way unhappy with your purchase, please telephone or email us. Please don’t be surprised if we ask quite detailed questions, as we will wish to understand the reasons for your dissatisfaction for our own records and for feedback to our suppliers. We will forward you a Returns Authorisation Number. We cannot accept the return of any item without a Returns Authorisation Number.
You must return your purchase within 5 days of receiving your Returns Authorisation Number. Once we receive the item, we will refund your purchase price in full, provided that the item is in “as-new” condition, with all packaging intact, including manuals, plastic bags, labels, cable ties, packing slips—in other words, everything exactly as you received it.
If anything returned is not in “as-new” condition, we regret we will have to charge you a 20% restocking fee, plus the cost of labour and material required to restore the item to “as-new” condition.
We strongly recommend that you ship the item via an insured, trackable, signature-required method. We cannot be responsible for lost or damaged packages.
After 10 days, the manufacturer’s warranty applies. Most of our products are sold with at least a one-year manufacturer’s warranty, and some with three- or five-year warranties. In the unlikely event that you find a product to be faulty within the warranty period, please telephone or email us, and we will advise you on how to have the fault repaired.