Returns & Warranty
If a product you’ve purchased from us remotely is not to your liking we offer a refund, exchange or credit up to 14 days from you receiving the item. Products purchased in-store are dealt with on a case by case basis.
All items returned must be in original and undamaged condition with original packaging. The customer is responsible for all shipping charges.
For faulty products customers have the right to a refund up to 30 days from receiving the item. After this we offer a repair or replacement service up to 6 months from receiving the item. If the repair or replacement is unsuccessful you can claim a refund or price reduction if you wish to keep the item. On most products we extend this repair or replacement service an extra 6 months with a 1 year warranty. See below for which products this applies to. Elevator Sound will cover the shipping costs for returning faulty items.
All refunds will be credited to the account payment was received from.
Warranty Periods and Stock Types
All new stock items come with a full 12 month warranty. Further warranties may be available from certain suppliers, please check their site for additional warranty terms and conditions.
Ex Demo Stock
These are items that have been opened and used on display in our store. They come with a full 12 month warranty. Please note the box may not be in ‘new’ condition.
These can either be customer returned, damaged or repaired items.
Customer returned items are as new and complete but have been shipped to a customer, opened and returned as unsuitable. They come with a full 12 month warranty.
Repaired items are stock that has been opened, are as new and complete but have been shipped to a customer, opened and returned due to a fault. Now repaired they come with a 6 month warranty.
Damaged items are goods that have been sent out to a customer but have been damaged in transit, returned back to us and are now available for sale, they come with a 6 month warranty.
Second Hand Stock
Equipment we have traded in against other items or bought in individually. We offer a 6 month warranty on these products.
If you wish to return an unwanted item within the 14 day remote sale cooling off period please email firstname.lastname@example.org with your order number and which item(s) you’d like to return. We’ll then be in touch to confirm the return, provide you with a returns number and give instructions for delivery. We generally ask that you post the item back to us using a tracked and insured service. Elevator Sound will not accept liability for any packages that go missing or are damaged when being returned to us. Please ensure that the item is well packaged, include a note with your returns number inside the package, and write the returns number on the outside of the package. Once we have received the item we will check it over to make sure it is in perfect condition and has all original packaging and parts. If the item is damaged, not in perfect condition, or has any packaging or parts missing a return may not be possible or the amount available as refund, exchange or credit may be affected. Once the item is checked we’ll contact you with the refund, exchange or credit options available.
If an item has shown or developed a manufacturing fault within the warranty period please email email@example.com with your order number, which item is faulty, and a clear, detailed description of the fault. We’ll then be in touch to try and solve the issue remotely if possible. This will likely involve asking for a video or audio recording showing the fault. We find quite a few issues can be solved remotely with a video or two back and forth, saving time and postage fees. If the fault cannot be solved remotely we’ll issue you a returns number and provide instructions of how to return the item. This generally involves us either organising a collection from your address, providing a postage label for you to put on the parcel and drop at a local DPD/UPS point, or us providing a guide accepted postage price which we’d refund once you’ve posted the item and we’ve received it. In the later case we ask that you keep receipts and proof of what you’ve paid to post the item back to us to make sure we refund the correct amount. We generally ask that you post the item back to us using a tracked and insured service. Elevator Sound will not accept liability for any packages that go missing or are damaged when being returned to us. Once we have received the item we will check it over to make sure the fault exists and is as described. If the fault cannot be recreated during testing in-store and there is no prior clear video evidence the item will be deemed not faulty. If the item is not faulty, or it is a case of user error, the customer is responsible for all return postage fees and costs incurred. If a fault is confirmed we’ll be in touch with the refund, repair or replacement options available for the item.
Please see our Terms and Conditions for a full rundown of Elevator Sound clauses.