FAQ Hifi Gear
• I have ordered the wrong product
• What if I'd rather order by telephone?
• What price will I pay?
• How do I purchase an item?
• I have not received my order!
• Warranties and guarantees
• Returns Policy
• What shall I do if my goods are faulty or have been demaged in transit?
• What happens if my order is not in stock?
• Click & Collect service
• I can't remember my password!
• How will my order be delivered?
• Card Logos are not being displayed when trying to pay for order?
• Recycle your old electronic products at Hifi Gear
Please return the goods unopened to our address. Once we receive the item we will be able to refund your card. This excludes products specifically made to order e.g terminated cables.
If you’d rather order by phone, please call us on 01432 354921 with your requirements and we’ll do the rest.
The price stated for each product is the price you pay - VAT is included, as is postage and packing to mainland UK customers for all orders over £50. Orders under £50 are subject to a £4.99 charge to cover administration and delivery costs. When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
When you find a product you wish to buy click the "Add to Basket" button to add the title to your shopping basket. The product name will be displayed in the Shopping basket section together with its price and quantity. You can alter the quantity of items you need here. To delete a product from the shopping basket, click on the box to the right of the product name and click "Update". To pay for the items first of all you have to be signed in, then click on the "Proceed with order" button. This will take you to our secure server where you can enter your credit card details. We accept all major credit cards (VISA, MasterCard etc.) except American Express. Alternatively you can pay via your Google Checkout or Paypal account without needing to register on our website.
Most products are usually delivered in 3-5 working days. Occasionally due to postal delays they can take longer. We have to allow up to 7 days before we are able to start tracking lost parcels, unfortunately we cannot do anything for you until this time has expired. Please contact us (e-mail) if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay.
Because we only sell quality, UK specification, non-grey products the guarantees / warranties on your equipment are exactly the same as if you walked into our retail premises. All goods are covered by a full manufacturers warranty and in the event of your equipment becoming faulty, contact us and we will arrange to have it repaired under the terms of the warranty. The warranty covers breakdown or malfunction due to manufacturing defects but does not cover accidental or malicious damage.
We hope you'll be pleased with your purchase. If you should change your mind, and wish to return anything bought from www.hifigear.co.uk or our shop, we'll be happy to refund or exchange a product providing it's in fully resaleable condition. Returns should be made within a reasonable time and in original, undamaged packaging.
When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 7 working days of receiving it, we’ll refund you the purchase price paid, providing items are returned un-used and will all packaging and accesories in perfect re-saleable condition. Please make sure you take reasonable care of the item while it's in your possession, and that it's returned via an insured method. You are resonsible for the costs of returning goods to us. If you have ordered the products in error, then a 10% re-stocking fee will be chargable.
If the product returned is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Refunds can only be made to the original card of purchase.
Refunds to a card other than the original can only be processed under the following circumstances:
* The original account no longer exists
* The original account details have expired
* The recipient requires a credit
Waste Hifi products can be returned to us for re-cycling when you purchase the equivalent new product. We do not charge for this service. Please note that you are responsible for paying postage for any products you wish us to re-cycle.
In the interest of hygiene Hifi Gear are unable to exchange or refund any headphones that have been opened and used, unless they are proven faulty.
Please return the item to our address via recorded delivery including the invoice and a small note explaining the reason of return. FAULTY GOODS HAVE TO BE RETURNED WITHIN 28 DAYS. As soon as we receive the item and it has been tested we will either refund your card or send a replacement product. We apologise for the inconvenience, if you have any problems please do not hesitate to contact us .
If your order is out of stock, we will inform you by email or phone as soon as possible and give you an idea of delivery time or suggest another suitable alternative product. You are always welcome to cancel your order if you prefer not to wait for stock to come in.
If we do not hear from you your order is automatically put in our “pending” system and as soon as we recieve these items into stock we will send them out to you. (This also applies to “pre-order” items)
Every now and then certain popular items become temporarily unavailable from our supplier and we are unable to confirm when they will come into stock. If this is the case we will inform you that there is a temporary supply problem with this item and advise of a suitable alternative product for a speedier delivery.
When shopping on www.hifigear.co.uk we require cookies to be enabled. In particular, when using the Safari browser, the normal Safari browser default is set to only accept cookies for 'sites that you navigate to', meaning for links that a shopper actively clicks. To overcome this please change your security preferences for Safari to accept all cookies.
Why not try our FREE Click & collect service?
Simply order today and we will confirm a collection date within 24 hours
CLICK & COLLECT SERVICE
Due to the supplier's distribution agreements 'Click & Collect' products can only be sold in store - they cannot be sold via our UK mail order delivery service.
If, for any reason, you are unable to remember your password just go to the top right hand corner of the page then click onto "Forgotten Password". Enter your registered email address then click " Email me my password" and your password will be emailed to you. If you have any difficulties, call us on 01432 354921.
When in stock, your order is usually dispatched within 24 hours. Remember postage and packing is completely FREE*. Out of stock items will be dispatched as soon as they are available. If a product is out of stock it can take between 4 to 21 days for dispatch. Deliveries usually take 1-3 working days. The majority of orders are sent via our courier's - Interlink Express next day service. Smaller, low value or light weight items are normally posted out using Royal Mail Recorded or Royal Mail Special Delivery. *We ship free of charge to the UK mainland: England, Scotland (Except the Scottish Highlands email@example.com) and Wales. We also ship to Northern Ireland, the Isle of Man and the Scottish Highlands, however there is a delivery charge of £15. Additional Information Courier Please track your item.... » View details on Courier
If you’re buying a new hi-fi or home cinema product from us, we offer to recycle your old one for free.
Please do not throw electrical equipment, including those items marked with the crossed out wheeled bin symbol, in your bin. This is because:
• Unwanted electrical equipment is the UKs fastest growing type of waste.
• Many electrical items can be repaired or recycled, saving natural resources and the environment.
• If we do not recycle electrical items they will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.
The Waste Electrical and Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge.
As a responsible retailer, we have met the requirements placed on us by offering all customers buying new electrical equipment free take-back of their old electrical products on a like-for-like basis in our store. Unwanted items should be returned to us at your own cost within 28 days of purchasing your new product.