Refund policy
Refund and Returns Policy
This policy covers goods you have changed your mind about, and goods that arrive faulty or damaged. The two are treated differently, so please check which applies to you. Nothing here affects your legal rights.
CHANGED YOUR MIND
If you bought online, by telephone or by email, you have the right to cancel within 14 days of receiving your goods, without giving a reason.
To return an item you must have a receipt or other proof of purchase.
How to tell us
Email info@martinshifi.co.uk, or call 01603 627010 and we will confirm your cancellation back to you in writing.
Please do not send goods back to the manufacturer. They come back to us.
Returning the goods
Please return them within 14 days of telling us.
Please use the original packaging where you can. Hi-fi rarely survives a journey in the wrong box.
You pay the cost of return carriage on a change-of-mind return. If that is difficult, or the item is large, call us - we can often arrange collection and will tell you the cost first.
The goods are your responsibility until they reach us. Please use a trackable service, insure them for their full value, and keep your proof of postage. We cannot refund goods that do not arrive.
Your refund
Once we have your return we will email to confirm it has arrived and to tell you the outcome.
We refund within 14 days of receiving the goods back, by the same method you paid.
Your refund includes the standard delivery charge you originally paid. If you chose a faster or upgraded delivery, we refund the standard cost.
You are welcome to unpack your purchase and try it, exactly as you would in our shop. If goods come back damaged, marked, or missing parts or accessories for reasons that are not our fault, we may reduce your refund to reflect the loss in value. We will always tell you the amount and the reason before we process it.
What cannot be returned under this section
Customised, bespoke or special-order items made or ordered to your specification.
Software, and sealed audio or video recordings, where the seal has been broken.
Systems that have already been installed at your property. Contact us and we will agree the position with you.
These exclusions apply to change-of-mind returns only. If any of these items is faulty, your rights are unaffected.
Sale and ex-demonstration items are returnable on exactly the same terms as full-price stock.
FAULTY OR DAMAGED GOODS
Please contact us first, on 01603 627010. Our technicians solve a good proportion of problems over the telephone in a few minutes, and it saves you boxing anything up. Outside shop hours, email info@martinshifi.co.uk.
If goods arrive damaged, tell us straight away - the same day if you can - and keep the packaging, as carriers usually need to see it.
You do not pay carriage on a faulty item. We will tell you how to send it and cover the cost, or we will arrange collection.
Your rights
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.
Within 30 days of delivery you can reject faulty goods and have a full refund.
After 30 days and within six months we will repair or replace. If that is not possible you are entitled to a refund.
For the first six months a fault is assumed to have been present at delivery unless we can show otherwise.
Separately, we give a 2 year warranty on all new and ex-demonstration equipment, and a 6 month guarantee on pre-owned equipment. This is in addition to the rights above, not instead of them.
Exchanges
If you would like the same item replaced because it is faulty or damaged, email info@martinshifi.co.uk and we will arrange it.
No fault found
If equipment comes back as faulty but is found to be working correctly, we will return it to you promptly. You may be responsible for the cost of return postage, and we will tell you what it is before we send it.
RETURN ADDRESS
Martins Hi-Fi, 85-91 Ber Street, Norwich, Norfolk NR1 3EY
Please contact us before sending anything back, so we know to expect it.
IF YOUR REFUND HAS NOT ARRIVED
Refunds can take a few working days to appear after we have processed them. Please check your account, then your card provider or bank, as there is often a processing delay at their end. If it still has not appeared, contact us at info@martinshifi.co.uk and we will chase it.
COMPLAINTS
If we have got something wrong we would like the chance to put it right. Please put it in writing to elizabeth@martinshifi.co.uk, or write to Elizabeth Gould, Martins Hi-Fi, 85-91 Ber Street, Norwich, Norfolk NR1 3EY.
ANYTHING ELSE
We would far rather sort something out than argue about it. If your circumstances do not fit neatly into the above, call us on 01603 627010. Variations can be agreed between us, and often are.
Martins Hi-Fi
85-91 Ber Street, Norwich NR1 3EY
01603 627010
info@martinshifi.co.uk