In the event your new purchase develops a fault within the first 30 days of purchase, simply return your item to your local Richer Sounds store (complete with all original packaging and accessories) and you will be offered the choice of either an exchange or a full refund. 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
For items over 30 days old, we will happily help with a repair. Please see 'My item has developed a fault' for further information.
You can find your local store and their contact details by clicking here.
Items purchased online or over the phone
If you made your purchase via our website or over the phone with our telesales team, and you are unable to return your faulty item to store, then please let us know so we can get things resolved for you. Please have your receipt number or order number to hand, where possible.
|Telesales||0333 900 firstname.lastname@example.org|
|Web Aftersales||0333 900 email@example.com|
i. Your statutory rights
Under The Consumer Rights Act 2015, if any goods delivered to you are faulty or unfit for purpose, provided you notify us within the first 30 days of purchase, you can ask us to send you a full refund or, if you prefer, exchange or replace your product.
If this 30-day period has passed, we will still repair the goods free of charge or, if you prefer, replace them provided that you report the fault within 12 months of purchase. If we are unable to repair or replace the item(s) we will provide you with a full refund instead. After 12 months, your statutory rights as a consumer will continue to apply. Further guidance on your rights in relation to faulty products is provided on the Which? Consumer Rights website here. Please note that as regards faulty goods reported after 6 months you must be able to show that the fault was present when delivered to you.
ii. Our guarantee
All items including ex-display stock and ex-repair goods (but excluding wearable parts) are guaranteed by us for a full 12 months. Obviously we can’t be expected to guarantee against any misuse (i.e. coffee spilt inside, blown speakers etc.), commercial use, wear and tear, erosion of parts, loss of data stored on any form of writeable/ rewriteable media/ hard drive devices, dead pixels of an amount not covered by the manufacturer’s specifications or where you have not allowed repairs of goods to be carried out by us or our authorised agents. Please note that if repairs are done other than by ourselves or authorised agents, our guarantee shall not apply. The 12-month guarantee period will not affect your statutory rights as a consumer
In addition to our standard guarantee, you may have taken out our 6 Year Guarantee (this may be taken out any time within 1 year of purchase). This 6 Year Guarantee does not affect your statutory rights as a consumer. For further information, please contact our Web Sales team at: firstname.lastname@example.org.
iii. Our Returns procedure for faulty goods
All faulty 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.
If the goods are covered by our 6 Year Guarantee, you may be entitled to additional benefits for example the free collection and delivery of replacement units. This does not affect your statutory rights.