“We hope you’ll be completely satisfied with your purchase from us. However, in the event your purchase isn’t quite what you expected, we’re happy to help with an exchange or refund.”
“Online shoppers receive misleading information about their rights to return items, leading to widespread confusion, a consumer group has said. Which? studied the websites of 46 retailers and supermarkets. It found that all but one had errors. The only retailer to pass the test was hi-fi seller Richer Sounds.” – BBC News, 16.03.2018.
We will happily refund or exchange your purchase price in full if for any reason you return your item/s to us in a ‘sealed’ (unopened/unused) condition within 28 days of purchase.
As you can appreciate, we would request that all goods be returned in an ‘as new’ condition complete with packaging and all accessories (please note, for hygiene reasons we are unable to give refunds on headphones). Unfortunately, goods which do not comply with this condition may be subject to a handling fee.
If the unit/s you’re returning have been opened or used, we are unable to resell them as new. Therefore, a 10% handling fee may be deducted if they are returned within 28 days of purchase in mint condition with all packaging/accessories (excludes headphones). This does not affect your statutory rights.
Items bought over the phone or online
We will happily accept the return of your online purchase under the following circumstances:
If you wish to return goods (other than faulty goods) you should notify Richer Sounds of your intention to do so within 14 days of the date of receipt by you. You then have an additional 14 days to return the goods from this notification date (goods should be returned within 28 days).
We offer a variety of ways to return your unwanted goods to us – please click here for more information
More information on the Consumer Rights Directive can be found here.
You can return items to any of our nationwide branches. Alternatively, please contact our Web Sales team for items bought online, or our Telesales team for items bought over the phone. You can call them both on 0333 900 0093.
Returning faulty items
In the event your new purchase develops a fault within the first 30 days of purchase, simply return your item to us (complete with all original packaging and accessories) and you will be offered the choice of either an exchange or a full refund.
For items over 30 days old, we will happily help with a repair. Please see 'My item has developed a fault' for further information.
I need to get an item repaired
We’re here for you if things go wrong. Your first step should be to call your local branch for advice as we are often able to save you an unnecessary journey.
If your purchase is under 30 days old -
Simply return your item (complete with all original packaging and accessories) and you will be offered the choice of either an exchange or a full refund.
If your purchase is over 30 days old but within the manufacturer or extended guarantee period -
If a fault develops after 30 days but within the guarantee period, we will provide a speedy, free-of-charge repair. Simply return your faulty item to your local store where one of the team will get it booked in for repair.
Please note there are a number of manufacturers who prefer to deal directly with our customers in the event of a fault, as they feel they are better placed to carry out the repair during the guaranteed period. In these cases, their details can be found at the bottom of your receipt. We are still the legally responsible party and in any event we very much want to retain your goodwill.
Excludes styli, abuse, excessive wear and tear e.g. commercial use, screen burn caused by channel logos or other static images, dead pixels of an amount not covered by the manufacturer’s specifications (statutory rights not affected).
TVs over 39" -
If your purchase is a TV over 39" please contact our Customer Service team on 0333 900 0094 to arrange a repair.
If you have a 6 Year Guarantee then please let us know when you contact us.
If your purchase is outside of the guarantee period -
After the guarantee period has expired we will still try to help with the servicing of any equipment you require on a chargeable basis.
For products purchased online or over the phone via our Telesales team only -
You are still welcome to return any faulty products that you have purchased online or over the phone to your nearest branch for repair. However, if you’re unable to do so, and if you still have the packaging for the item to arrive safely back with us, please contact our Mail Order Team (0333 900 0093 or e-mail firstname.lastname@example.org). Please note items must be safely and securely packaged as the couriers will not accept any liability for any damage incurred during transit.
I want an update on my repair
We will be in touch as soon as your repair is complete. Please note we are unable to promise a turnaround time as we are in the hands of our suppliers for parts and availability. We can though, assure you that we will do our very best to get your treasured unit back to you as soon as physically possible but we would request that you allow at least 14 days before contacting us for details. If you would like further information after 14 days has passed, please email email@example.com where we will be more than happy to provide a progress update by return email.