Should you change your mind after you've made your purchase, don't worry, we are still here to help.
“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.
In-store purchases
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 30 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 earphones if the packaging has been opened). Unfortunately, goods which do not comply with this condition may be subject to a handling fee. If any purchase, which is part of a package and includes another product for free, is refunded for any reason or exchanged, the free of charge product, which will be shown on your receipt, must be returned at the time of the exchange or the refund. No refunds can be accepted without all products being returned.
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 30 days of purchase in mint condition with all packaging / accessories (excludes earphones). This does not affect your statutory rights.
a) After a 30 day period from the date of initial purchase you may incur a restocking fee on goods you wish to return or exchange for other goods and some cases, a refusal of refund. Please note that we are unable to refund any bespoke or custom-made items, including speaker cable cut to a specific length, and for hygiene reasons, we cannot refund earphones.
b) Any restocking fee will be based on storage costs, charges incurred to us for returning stock to suppliers (if this is possible), stock depreciation costs and carriage / packaging fees. Typically, it is impossible for us to simply return made-to-measure items to manufacturers and, extremely difficult to resell them quickly without heavy loss to the business.
Items bought over the phone or online
We will happily accept the return of your online purchase, in 'as new' condition (ie complete with the original box, packaging, and all included accessories).
Unwanted goods should be returned within 30 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.
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 earphones if the packaging has been opened). 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.
Ways to return unwanted goods:
Unwanted goods should be returned within 30 days.
Option 1 – Return to any of our stores
All items can be returned to any one of our 51 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 on small items up to and including 32” TVs. 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)
We can arrange for the item to be collected from you for a collection fee of £6.95. Please contact our Web Sales team on 0333 900 0065 / webaftersales@richersounds.com 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 up to and including 50” TV’s
We can arrange for the item to be collected from you for a collection fee of £14.95. Please contact our Web Sales team on 0333 900 0065 / webaftersales@richersounds.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.
Collection of large items, including TVs 55-inches and over (these are items that need to be collected by a two-person team, or are over 15kg)
We can arrange for the item to be collected from you for a collection fee of £29.95. Please contact our Web Sales team on 0333 900 0065 / webaftersales@richersounds.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 £6.95, £14.95 or £29.95 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 (a working day is Monday-Friday, excluding bank holidays).
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.