Changed your mind?
We want to make returning your purchase as straightforward as possible.
This page covers items that are not faulty but are no longer wanted. If your item is faulty, damaged, not as described, incomplete or not fit for purpose, please see our faulty-items information, as different statutory rights apply.
Nothing in this policy affects your statutory rights.
Our 30-day returns promise
For most products, Richer Sounds offers a 30-day returns period in addition to your statutory rights.
If you bought an item in one of our stores, please return it within 30 days of purchase.
If you bought online or by telephone, please tell us that you wish to return the item and return it within 30 days of receiving it.
Under our voluntary 30-day policy, goods should be returned in as-new condition with their original packaging, accessories, manuals and any promotional products supplied with them.
Use this form to arrange a return
Items bought online or by telephone
If you bought online or by telephone, you normally have a legal right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days, beginning the day after you receive the goods. If your order is delivered in separate consignments, the cancellation period begins after the final item is received.
You then have a further 14 days to return the goods.
You can return any order to one of our nationwide branches free of charge. You can also contact our Web Sales team for online purchases or our Telesales team for telephone purchases. You do not have to use the form to exercise your statutory right to cancel.
You may inspect the goods as you reasonably would in a shop. If handling beyond this has reduced their value, we may make a reasonable deduction from your refund. Opening the box does not, by itself, remove your right to cancel.
Please return the goods with all supplied accessories and, wherever possible, the original packaging and manuals. The original packaging helps protect the goods in transit.
If the goods are returned incomplete, damaged or have been handled more than would reasonably be allowed in a shop, and this reduces their value, we may make an appropriate deduction from your refund.
Items bought in one of our stores
If you return an unopened and unused item within 30 days of purchase, we will normally offer a full refund or exchange under our voluntary returns policy.
If an item has been opened or used, we may still accept it for return within 30 days, provided it is in mint condition and complete with its packaging and accessories. A handling deduction of up to 10% may apply because we may no longer be able to sell the item as new.
This voluntary policy does not affect your statutory rights if the item is faulty, damaged, not as described or not fit for purpose.
How to return an unwanted item
Option 1 - Free - return it to a store
You can return your item to any Richer Sounds store without paying a return or collection charge.
Please bring reasonable proof of purchase, such as your receipt, order confirmation, order number or other information that allows us to identify the transaction.
Option 2 - Free standard return (Smaller items up to and including 32” TVs)
If returning the item to a store is inconvenient, we can arrange a free standard return or collection for smaller items up to and including 32” TVs and accessories.
With our free collection service, the courier will allocate the collection date. Unfortunately, we cannot guarantee a specific date for collection when using this service.
Option 3 - Premium nominated-day collection
If you would prefer to choose a specific weekday for collection, we offer the following premium services:
Small items weighing under 15kg, including televisions under 32 inches: £6.95
Items up to and including 50-inch televisions: £14.95
Very large items, including televisions of 55 inches and above that require a two-person collection team: £29.95
Collections are available Monday to Friday, subject to availability. The courier will confirm the collection time window by telephone, email, text message or WhatsApp, depending on the service used.
Any applicable charge will be shown and confirmed before the collection is booked.
Refunds
We will refund the price paid for the returned goods, subject to any deduction permitted by law for reduced value caused by unnecessary handling.
If you cancel your whole order under your statutory cancellation rights, we'll also refund the cost of our standard delivery service. If you chose a more expensive premium delivery service, the additional premium delivery charge won't be included in your refund.
If standard delivery was free, there is no standard delivery charge to refund.
Any optional premium return-collection charge will not be refunded unless the return is required because the item is faulty, damaged, incorrect, incomplete or not as described.
Where you exercise your statutory right to cancel, we will refund you within 14 days of receiving the goods back or if earlier, within 14 days of receiving evidence that you have sent them back. If we have agreed to collect the goods, we will refund you within 14 days of being told that you wish to cancel.
We’ll refund you using your original payment method and won’t charge you a fee for the refund. Please allow additional time for your bank or payment provider to credit the funds to your account.
Exceptions
Earphones and hygiene-sealed products
In-ear headphones, earphones and other products that are not suitable for return for health protection or hygiene reasons cannot normally be returned as unwanted once their hygiene seal has been broken.
This does not affect your statutory rights if the goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
Personalised and custom-made products
Goods made to your specifications or clearly personalised, including speaker cable cut to a length specified by you, cannot normally be returned simply because you have changed your mind.
This does not apply if the goods are faulty, damaged, misdescribed or have not been made in accordance with the agreed specification.
Promotional products and packages
If your purchase included a free or discounted promotional product, the complete promotional package should be returned.
If you choose to keep part of the package, we may adjust the refund to reflect the price or value attributed to the retained product where permitted by law. This does not affect your statutory rights.
Before returning your item
Please remove personal accounts, passwords and stored data where possible, and perform a factory reset if it is safe and appropriate to do so.
Please remove any discs, memory cards, USB devices or other removable media. We cannot guarantee that personal information or content left on a returned product can be preserved.
Please return the goods with all supplied accessories and, wherever possible, the original packaging and manuals. The original packaging helps protect the goods in transit.
If the goods are returned incomplete, damaged or have been handled more than would reasonably be allowed in a shop, and this reduces their value, we may make an appropriate deduction from your refund.
Need some help?
For further assistance, contact Customer Support on 0333 900 0094 and select option 6.