My item has developed a fault

We’re here for you if things go wrong. Your first step should be to call your local branch for advice as we are often able to save you an unnecessary journey. We will guide you through your options, and your statutory rights are not affected.

If your purchase is under 30 days old

Simply return your item (complete with all original packaging and accessories) and you will be offered the choice of either an exchange or a full refund.

If your purchase is over 30 days old but within the manufacturer or extended guarantee period

If a fault develops after 30 days but within the guarantee period, we will provide a speedy, free-of-charge repair. 

You can use our online form to book a repair by clicking here.

We realise how important a television can be to our customers so in the unfortunate event that yours develops a fault we will often ask you to book your repair directly with the manufacturer. We absolutely recognise that sorting your problems is our responsibility, so the only reason we do this is to speed up the repair process for you. You still only need to call our direct customer service number 0333 900 0094. By selecting the correct option your call will be routed to the relevant manufacturer. Dealing directly with the manufacturer allows their experts to diagnose and often resolve perceived faults over the phone. They can even sometimes log in to your product online to help fix it, and all without going backwards and forwards through us. If they can’t help there and then they can book a time, directly with you, for one of their engineers to visit.

For non-television products there are a number of manufacturers who prefer to deal with our customers in the event of a fault, as they feel they are better placed to carry out the repair during the guaranteed period. In these cases, their details can be found at the bottom of your receipt.

All of these things generally improve the repair process by helping to speed up repair times. If however, this is not the case and/or you are not receiving the levels of service that you expect from Richer Sounds, then please contact our customer service team who will immediately take over the process for you to help resolve matters to your satisfaction.

Excludes styli, abuse, excessive wear and tear e.g. commercial use, screen burn caused by channel logos or other static images, dead pixels of an amount not covered by the manufacturer’s specifications (statutory rights not affected).

TVs over 39" outside the guarantee period

If your TV is over 39" but outside of the manufacturer's guarantee period then you can use our online form to book a repair by clicking here. Alternatively please contact our Customer Service team on 0333 900 0094 to arrange a repair. If you have a 6 Year Guarantee then please let us know when you contact us.

TV Manufacturer Manufacturer warranty length Manufacturer phone number
Samsung 12 months 0330 726 7424
LG 12 months 01480 220 484
Panasonic 5 years 01344 862 444
Sony 5 years 0207 365 2810
Hisense 2 years 0333 800 2200
Philips 2 years 0207 949 0319

 

If your purchase is outside of the guarantee period

After the guarantee period has expired we will still try to help with the servicing of any equipment you require on a chargeable basis. You can find more information on our chargeable repairs service by clicking here

For products purchased online or over the phone via our Telesales team only

You are still welcome to return any faulty products that you have purchased online or over the phone to your nearest branch for repair. However, if you’re unable to do so, and if you still have the packaging for the item to arrive safely back with us, please contact our Mail Order Team on 0333 900 0093 or e-mail webaftersales@richersounds.com).

Please note items must be safely and securely packaged as the couriers will not accept any liability for any damage incurred during transit.