Returns & Refunds

Overview #

You have the right to return purchased items in accordance with our returns policy. To start a return, fill out the returns form below or email us. Before sending anything back, please follow our packaging guidelines so it arrives safely and securely.

What follows is a plain-English summary of the key terms. For the full policy, see our Terms & Conditions.

How a return flows

• Submit the form

  Tell us what you’re sending back and how you’d like to ship it.

  Click here to start ›

• We confirm by email

  Within the hour. RMA number plus return label or courier slot if you’ve asked.

• Pack carefully

  Original packaging where possible — see the guide below for amps, speakers, turntables.

• Ship or hand over

  DPD/DHL collect from your door, you drop off, or use your own courier.

• Inspection & refund

  Once received and inspected, we refund the original payment method in 3–5 working days.

Returns of unwanted items #

We gladly accept returns for online purchases within 30 days for a refund or exchange, as part of our extended returns policy.

To qualify for a refund, the returned item must:

• Be in original condition, unused, and free of cosmetic imperfections (scratches, chips, stains).
• Come in its original packaging, with all accessories, manuals, and peripherals.
• Not have faults caused by improper use.

If any of these conditions aren’t met, we reserve the right to deduct a reasonable amount from the refund to reflect any loss in value. Unless you arrange the return shipment yourself or the item is faulty, a £20 per-box fee applies to cover courier collection and return delivery. Pallet returns are quoted by weight and size.

If you’d like to arrange the return yourself, complete the returns form with the package details and tracking number, and ship to:

Returns of faulty items #

In accordance with the Consumer Rights Act 2015, any item that arrives faulty or develops a fault within a specified period is eligible for a return or replacement — provided the damage hasn’t been caused by accident, negligence, or misuse.

The cost of return shipping for faulty items is covered by us.

Order cancellation #

If your order hasn’t been dispatched yet, we can cancel it right away. Email [email protected] or call 020 3952 0950.

If it’s already shipped but not yet delivered, we may be able to recall it depending on the carrier and shipping method.

Item inspection & refunds #

Once the returned item arrives, our warehouse team inspects it as quickly as possible. Refunds can only be processed after a full inspection of the goods.

We reserve the right to deduct an appropriate amount from the refund to reflect any reduction in value caused by mishandling or incorrect packaging.

All refunds are issued to the original payment method and normally take 3–5 working days to appear on your account.

Exclusions to returns policy #

Distance Selling regulations don’t apply to bespoke, unique, custom, or special-order items. These are ordered or customised at your request and can’t be restocked. If you’re unsure whether an item qualifies, get in touch before placing your order.

Products that come into direct contact with the ear (in-ear headphones, earphones) can only be returned for a full refund if the hygiene seals are unbroken and the item is unused.

Responsibility for returned items #

When returning items, the responsibility for the goods stays with you until they’re safely received at our warehouse — even when we facilitate the courier collection. Items must be well-protected and securely packaged to prevent transit damage.

If an unwanted item arrives damaged due to inadequate packaging, we reserve the right to deduct a corresponding amount from your refund to cover the loss in value or the cost to restore it to a sellable condition.

If a faulty item sustains additional damage in transit because of improper packaging, we’ll charge you for the repair cost of that additional damage. None of this affects your statutory rights.

Statutory rights #

Our returns policy is written fully in accordance with the UK’s Consumer Rights Act 2015. More information on your rights as a consumer can be found at legislation.gov.uk.

Packaging guidelines #

Incorrect packaging is the single most common cause of transit damage. A few minutes here saves a lot of frustration later.

1. Take photos. Document the item’s condition before packing — useful if there’s any dispute later.
2. Use original packaging if possible. It was designed to protect the item in transit.
3. Secure the item. Bubble wrap, packing peanuts or crumpled paper to fill empty space. Items that move inside the box aren’t covered by insurance.
4. Photograph your packing. Before sealing the box, take a quick shot of how it’s packed.
5. Include accessories. All parts, accessories, manuals — everything that came with it.
6. Check for special instructions. Some items have specific return guidance due to size, fragility, or type — see below.
7. Seal the box properly. Strong packing tape, all seams and edges.
8. Remove old shipping labels. If you’re reusing a box, take off or cover old labels to avoid carrier confusion.

Product-specific guidance

Submit a return #

Fill in the form below and we’ll be in touch within the hour during opening times with an RMA number, return label or courier slot.

Need a hand? #

Questions about an item, a returned package that hasn’t been received yet, or an unusual situation? Our team is on hand during opening hours.