Shipping policy
Online Product Delivery Terms and Conditions
Carriage within the UK Mainland is free. Charges apply to Scottish Highlands, Northern Ireland, & Scottish Islands unless otherwise stated. Products under 20kg qualify for free delivery (including insurance for items under 20kg) as long as the delivery address and other terms comply with our conditions listed below.
For larger items such as speakers, stands, furniture, large screen TVs and other non standard boxed products we will contact you with delivery charges or other conditions unique to your order.
Your products will be dispatched after payments clear and products have been checked. All quoted prices include VAT - delivery is free unless stated otherwise. Where a price includes delivery, this is to mainland UK only. Other areas will be at extra cost.
We do not ship outside the UK as a standard service. We can sometimes arrange European and international carriage on an individual basis - please contact us before ordering and we will tell you whether we can help and what it would cost.
If we don't have your product in our own inventory, or your product has a different finish or technical specification to the ones we have in stock, your delivery time may be longer. You will be informed at time of purchase.
You are able to collect products from our Norwich Store during opening hours. To arrange your free pick up please call 01603 627010.
Some manufacturers recommend professional installation or setup. You will be informed of this at the time of purchase, along with any other costs involved.
Martins offer a standard 2 year warranty on all new and ex-demonstration items. Pre-owned items are sold with a 6 month guarantee. For more details of what this covers please ask our sales team at time of purchase.
Some new items offer a longer manufacturer's warranty. We will register these at your request, unless purchased through a smart home automation quote, in which case all your products will be registered before handover and sign off of the system. Please contact your project manager for more details.
Distance Selling, Right to Withdraw
Current legislation gives you the right to cancel the sale within 14 days of receipt of the goods without penalty and without giving a reason.. The following details would have to be complied with:
1. Cancellation to be in writing. If this is difficult, call us on 01603 627010 and we will accept your cancellation by telephone and confirm it back to you in writing.
2. You are free to unpack and inspect your purchase 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, and we will tell you the amount and the reason first.
3. Goods if possible to be in their original packaging.
4. The cost of returning the goods would be at your expense. If this is inconvenient, contact us.
5. The goods must arrive back undamaged. Please consider insuring the goods before despatch.
6. Customised items or orders cannot be returned.
7. Purchased software with the seal broken cannot be returned.
8. Variations to these conditions may apply - subject to mutual agreement.
9. Please contact us if you need further help or assistance.
Full details, including how we refund you and your rights if goods are faulty, are set out in our Refund and Returns Policy.
Warranty & Repairs
With any product issue please contact Martins in the first instance. Often we are able to rectify the issue over the phone, or advise what to do next.
Warranty cover can differ from manufacturer to manufacturer. Our standard warranty is 2 years on all new and ex-demonstration equipment, and 6 months on pre-owned equipment. You will be advised at time of purchase of your rights and level of cover.
Often we will have already registered your product for its warranty during the purchase process. If not, the manufacturer's warranty will be included with the product.
For all faults please contact us. Our onsite technicians may be able to rectify the problem over the phone. If the problem requires the goods to be sent back to us or to a manufacturer, we will advise on postage and cover the cost.
If your product is outside its warranty we can provide a repair service. We can advise the cost over the phone or via email.
Comprehensive contact details are on our website, but for first contact or an emergency please call 01603 627010. Outside of normal shop hours please email info@martinshifi.co.uk and we will get back to you as soon as the shop re-opens.
If you receive your goods and they are damaged, please contact us straight away so we can arrange a return and/or replacement for you. If the damage is found not to be covered by the warranty we will contact you with the repair amount.
Goods returned to us with a suspected fault, but found to be fully working, will be returned to you as soon as possible. You may be responsible for the cost of return postage.
If you have any complaints please put them in writing and email or post to:
Email: elizabeth@martinshifi.co.uk
Or write to Elizabeth Gould, Martins Hi-Fi, 85-91 Ber Street, Norwich, Norfolk NR1 3EY
These terms are operated by Edzell Warehouses Ltd, trading as Martins Hi Fi, 85-91 Ber Street, Norwich, Norfolk NR1 3EY. Registered in England and Wales, company number 1858427. VAT registration number GB 353 2715 66.