Returns & Refunds

Returns policy

You have the right to return purchased items in accordance with your statutory rights. 

To initiate a return, please complete the returns form or contact us via email or phone.

Kindly refer to our policy below to determine if your purchase is eligible for return.

Returns of unwanted items

We gladly accept returns for a refund or exchange within 30 days of purchase.

To qualify for a refund, the returned item must meet the following criteria:

  • It must be in original condition and without cosmetic imperfections (scratches, chips, stains, etc.).
  • It must come in its original packaging.
  • Not have faults caused by improper use.

Please note that unless the return shipment has been arranged by the customer or unless the item is faulty, a £10 per-box fee will be applied to all returned items which covers courier collection and return delivery. 

* Please note that throughout the return process it is the customer’s responsibility to ensure the items arrive safely and undamaged to our returns address. This means that you are accountable for the condition of the item and any damage that may occur in transit, including the cases when courier collection is arranged by us. We therefore strongly recommend that you take extra care when packaging items, ensuring they are as securely packaged as possible. For more details, please see our packaging guidelines.

Returns of faulty items

In accordance with the Consumer Rights Act of 2015, any item that arrives faulty or develops a fault within a specified period of time is eligible for a return or replacement, providing the damage has not been caused by accident, negligence or misuse on behalf of the customer.

If the product develops a fault within 30 days of purchase you may request a replacement or a full refund.

If a fault develops outside the initial 30-day period but within 6 months, you have the right to a free repair. If the repair is not possible or unsuccessful, you are entitled to a replacement or a refund. For any faults that developed beyond the first 6 months of ownership, please contact us to discuss your options.

The cost of return shipment of any faulty items will be covered by us.

* Please note that throughout the return process it is the customer’s responsibility to ensure the items arrive safely and undamaged to our returns address. This means that you are accountable for the condition of the item and any damage that may occur in transit, including the cases when courier collection is arranged by us. We therefore strongly recommend that you take extra care when packaging items, ensuring they are as securely packaged as possible. For more details, please see our packaging guidelines.

Cancelling order

If the product has not been dispatched yet, we can cancel your order right away. Please contact us via email at info@premiumsound.co.uk or call us on 020 3952 0950.

If the product has already been dispatched but hasn’t been delivered yet we may be able to cancel and reverse the delivery, depending on the shipping method used. 

Please note, the refund will be processed only once the item has reached our warehouse.

Item inspection and Refunds

Once the returned item has been received it will be inspected by our warehouse team as quickly as possible. The refund can only be processed after a full inspection of the goods has been completed. 

Please note that we reserve the right to deduct an appropriate amount from the refund to reflect any reduction in the value of the goods, in case it has been caused by mishandling of the item or incorrect packaging. 

All refunds are issued to the original payment method used by the buyer and can take up to 7 working days to appear on their account.

Exclusions to returns policy

Please note that Distance Selling regulations do not apply to bespoke, unique, custom or special-order items. 

Please note that products that have a direct contact with the ear can only be returned for a full refund if sent back with hygiene seals unbroken and in unused condition. 

Responsibility for returned items

When returning items to us, please be aware that the responsibility for the goods remains with you until they are safely received at our warehouse. This applies to all returns, including those where we facilitate courier collection on your behalf. It is crucial to ensure that the items are well-protected and securely packaged to prevent any damage during transit. Your accountability extends to maintaining the condition of the items and safeguarding them against potential damages while they are in transit.

In the case of unwanted items being returned, if the item arrives at our warehouse in a damaged state due to inadequate packaging, we reserve the right to deduct a corresponding amount from your refund. This deduction is to account for the loss in the item’s value or the cost associated with restoring it to a sellable condition. It is essential to package the item properly to avoid such deductions.

If you are returning a faulty item and it sustains additional damage during transit due to improper packaging, we will exercise our right to charge you for the repair of the item. This deduction will cover the loss of value and the cost of repairs necessitated by the additional damage. To prevent such situations, ensure that the item is securely and adequately packaged before returning it to us.

This policy does not affect your statutory rights.

Statutory rights

Our returns policy has been written fully in accordance with the UK’s Consumer Rights Act 2015.

More information on your rights as a consumer can be found on legislation.gov.uk.

Packaging Guidelines

To ensure the items are sent back to us arrive in good condition, kindly follow the following guidelines:

  1. Use original packaging if possible: If you still have the original packaging the item came in, use it. This packaging is designed to protect the item during transit.
  2. Secure the Item: Ensure the item is secure inside the box. Use bubble wrap, packing peanuts, or crumpled paper to fill any empty spaces and prevent the item from moving around. Any damages caused by items not being secure inside the box will not be covered by insurance. 
  3. Seal the box properly: Use strong packing tape to seal the box. Tape all the seams and edges to prevent the box from opening during shipping.
  4. Take photos: Before sealing the box, take photos of how you’ve packed the item and of the condition of the item. This can be helpful in case there are any disputes about the condition of the item when it arrives.
  5. Include accessories: Make sure to include all parts, accessories, and manuals that came with the item.
  6. Check for special instructions: Some items may have specific return instructions due to their size, fragility, or type.
  7. Remove old shipping labels: If you’re reusing a box, remove or cover any old shipping labels to avoid confusion during shipping.

Submit a return