Cancelling an order made online
or with our Telesales team
i. Your statutory rights
Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, you have the right to cancel any order you make via the Richer Sounds website (at www.richersounds.com) (the "Website") and to obtain a full refund of the cost of your products, from the moment you place your order up to 14 days after you receive your goods. For more information, please see the following online guidance on the Which? Consumer Rights website here.
ii. Our cancellation process
To cancel your order, you can do one of the following:
print off this cancellation form and send (via post or email) to our Web Aftersales team or email our Web Aftersales team at email@example.com. Please provide us with your order number so we can track your order information and make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013; or call us on 0333 900 0065 stating your order number and the fact that you wish to cancel and/or return your order, whereupon we will provide you with further instructions.
If you have any questions about our cancellation process you can call us on 0333 900 0065 and we will provide you with further information.
Our full terms and conditions can be found here.
Returning goods other than
i. Your statutory rights
Under the Consumer Contracts Regulations, you may return goods and obtain a full refund of the cost of the good/s you have ordered, provided you notify Richer Sounds of your intention to do so within 14 days of the date of receipt by you (in the case of a multiple order, within 14 days of receiving the last item). You will then have a further 14 days to return the goods from this notification date. We will aim to send you a full refund within 14 days of receiving the goods from you. Richer Sounds will pay the cost of any basic return delivery or postage costs for goods you want to return. Please note if you have selected one of our premium delivery options, these additional costs will not be refunded. For further information on your right to return goods, please click on this link to the Which? Consumer Rights website.
ii. Our Returns procedure
Please ensure that you take reasonable care of any goods we deliver to you. As you can appreciate, we would request that all goods be returned in a reasonable re-saleable condition (please note, for hygiene reasons we are unable to give refunds on in-ear headphones if used). You will not receive a refund for personalised or made to order products. Richer Sounds reserves the right to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you. All goods to be returned to us must be accompanied by a receipt or proof of purchase or if you do not have this, you must provide us with your order number or any relevant information you have to help us track your order details.
Option 1 – Return to any of our stores
All items can be returned to any one of our 52 stores nationwide for an instant refund or exchange. Click here for store details.
Option 2 – Basic return
Richer Sounds will pay the cost of any basic return delivery or postage costs for smaller goods or accessories you want to return.
If it is inconvenient for you to visit or send the items you want to return to one of our stores or they are too big to return by post, we can arrange for an item to be collected for you. Please contact our Web Sales team on 0333 900 0065 or by email here for further information. Please note that we cannot guarantee a collection date or time for this basic collection service. If you have selected one of our premium delivery options, we will not pay or refund these additional delivery costs.
Option 3 - Arranging collection of products at your convenience
Collection of small items including TVs under 32 inches (these are items that can be collected by a single person, or are under 15kg)
If you would like to return a small product which has been delivered to you by premium delivery, we can arrange for the item to be collected from you for a collection fee of £5. Please contact our Web Sales team on 0333 900 0065 / firstname.lastname@example.org to arrange collection. You will be able to choose a collection day that suits you (Monday - Friday) as long as you give us 24 hours notice.We will confirm your 1-hour collection time slot by text or email.
Collection of large items, including TVs over 32-inches (these are items that need to be collected by a two-person team, or are over 15kg)
If you would like to return a large product which has been delivered to you by premium delivery, we can arrange for the item to be collected from you for a collection fee of £15. Please contact our Web Sales team on 0333 900 0065 / email@example.com to arrange collection. You will be able to choose a collection day that suits you (Monday - Friday) directly with our 2-person courier teams and we will confirm your 3-hour collection time slot by text or email.
We will send you a full refund within 14 days of receiving the goods from you , excluding any premium delivery charges and the £5 or £15 collection fee if you have asked us to collect your item/s from you. Once your refund is processed it will appear in your account within 5 working days.
Please call our Web Sales team for further information on: 0333 900 0065 (Monday –Friday 10am-6pm, Saturday 10am-5pm, Sunday 12pm-4pm).
Nothing in this Returns procedure affects your statutory rights as a consumer.
Returning faulty goods
i. Your statutory rights
Under The Consumer Rights Act 2015, if any goods delivered to you are faulty or unfit for purpose, provided you notify us within the first 30 days of purchase, you can ask us to send you a full refund or, if you prefer, exchange or replace your product.
If this 30-day period has passed, we will still repair the goods free of charge or, if you prefer, replace them provided that you report the fault within 12 months of purchase. If we are unable to repair or replace the item(s) we will provide you with a full refund instead. After 12 months, your statutory rights as a consumer will continue to apply. Further guidance on your rights in relation to faulty products is provided on the Which? Consumer Rights website here. Please note that as regards faulty goods reported after 6 months you must be able to show that the fault was present when delivered to you.
ii. Our guarantee
All items including ex-display stock and ex-repair goods (but excluding wearable parts) are guaranteed by us for a full 12 months. Obviously we can’t be expected to guarantee against any misuse (i.e. coffee spilt inside, blown speakers etc.), commercial use, wear and tear, erosion of parts, loss of data stored on any form of writeable/ rewriteable media/ hard drive devices, dead pixels of an amount not covered by the manufacturer’s specifications or where you have not allowed repairs of goods to be carried out by us or our authorised agents. Please note that if repairs are done other than by ourselves or authorised agents, our guarantee shall not apply. The 12-month guarantee period will not affect your statutory rights as a consumer
In addition to our standard guarantee, you may have taken out our "6 Year Supercare" guarantee (this may be taken out any time within 1 year of purchase). This 6 year guarantee does not affect your statutory rights as a consumer. For further information, please contact our Web Sales team at: firstname.lastname@example.org.
iii. Our Returns procedure for faulty goods
All faulty goods to be returned to us must be accompanied by a receipt or proof of purchase or if you do not have this, you must provide us with your order number or any relevant information you have to help us track your order details.
If the goods are covered by our "6 Year Supercare" guarantee, you may be entitled to additional benefits for example the free collection and delivery of replacement units. This does not affect your statutory rights.