Frequently Asked Questions
30 day Returns Policy
If you have ordered a product in error, please return the goods unopened with 30 days of purchase to our address below:-
Hifi Gear Ltd,
11 King Street,
Once we have received and assessed the item for damage or missing accessories, we will arrange your refund. If the product was despatched using our courtesy ‘Free Delivery’ service, we will deduct the initial shipping cost from the refund to reimburse our outward delivery cost incurred. Please note that opened or damaged boxes will incur a 10% restocking fee. We advise all returns to be sent via an insured method as any damage or loss in transit is the responsibility of the customer.
Please Note - If you have ordered a product in error or would like to cancel your order and have paid via PayPal, a 5% fee will be deducted from your refund. This is as PayPal charge heavily for cancelled orders. We apologise for any inconvenience caused.
What if I’d rather order by telephone?
For the quickest and most accurate order processing, we recommend placing the order online. Our online system features a much quicker security process than orders taken by telephone. However, if you’d rather order by phone, please call us on 01432 354921 with your requirements and we will do the rest.
What price will I pay?
The price of each product is stated on the product’s allocated listing page, VAT is included. For products over £100, we offer a free mainland UK delivery (please note: if the product is returned we will deduct the cost of delivery from your refund). Certain freight items and certain delivery locations may incur additional charges. Delivery locations exempt from free delivery include post-codes within Northern Ireland, Channel Islands, Isle of Man, Scilly Isles, isle of Wight, Scottish Highlands, and Scottish Isles. For information on our delivery process, including a list of post-codes excluded from free shipping, please click here.
When confirmation of your order is received, this indicates that we have received your order request. This does not indicate that a contract of sale exists between us. We will indicate acceptance of your order, and hence a contract of sale between us, when we send you a purchase invoice (this will usually be in a document sleeve on your package, or may be located within the box). We have included this term to protect ourselves 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 case of a price alteration, we will always contact you first to ensure that the price is acceptable.
Can I hear a product before I buy it?
We have a dedicated demonstration room and a number of demonstration facilities available at our showroom in Hereford. Give us a call to book a demonstration; 01432 354921.
How do I purchase an item?
When you have found a product you wish to purchase, simply click the ‘Add to Cart’ button on that product’s listing page. If the ‘Add to Cart’ button is not present, it may be the product is no longer available or our agreement with our supplier forbids distance selling of the product. Please contact us via phone (01432 354921) or via email (email@example.com) to confirm whether or not a product is still available. Once the product has been added to your cart, the name of the product will be displayed in the shopping basket section of the website, along with its price and quantity. You can alter the number 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, you will need to be signed in, then simply click ‘Proceed with your order’ button. This will then direct you to our secure server, where you can enter your credit or debit card details. We accept all major cards (VISA, MasterCard, etc), except American Express. Alternatively, you can pay via PayPal or Amazon Payments.
I have not received my order
Most products are usually delivered within 3-5 working days. Occasionally due to postal delays, the delivery may take longer. We have to allow up to 7 days before we are able to begin tracking lost parcels, unfortunately, we are unable to do anything until this time has expired. Please contact us if you do not receive your item(s) within this period so that we can help to retrieve your goods. We apologise for any delay.
Warranties & Guarantees
We only sell quality, UK specification, non-grey products from brands we are authorised and certified to sell. This means that the guarantees/warranties on equipment purchased from us online exists to be exactly the same as if you had walked into our retail premises. All goods are covered by a full manufacturer’s 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 that 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 a fully resalable condition. Returns should be made within a reasonable time frame and in original, undamaged packaging. Please take care of the product while it is in your possession, and please return the product to us using an insured method, as any damage or loss in transit is the responsibility of the customer.
When buying online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means that if you, the purchaser, notify us in writing of your wish to return an item within 7 days of receiving it, we will refund you the price of the item, minus any outward shipping costs, so long as the product is returned ‘as new’ in ‘as new’ packaging, and with any free gifts or services returned or reimbursed. Should the free gift not be returned, the retail price of the gift in question will be deducted from the refund. Similarly, if the product purchase was over £50 and was subject to free delivery, we will deduct the initial shipping cost from the refund to reimburse our outward cost of the complimentary ‘Free Delivery’ service.
If you have ordered a product in error, then you will be subject to a 10% restocking fee which covers our administration in returning the stock to our stock room and associated paperwork. This does not affect your statutory rights. If the product is not returned in a fully resalable condition, or the packaging is damaged, then we reserve the right to either refuse to refund the item or deduct 20% of the original selling price from the refund amount. This does not affect your statutory rights. 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 or if the recipient requires a credit. Refunds have been known to take up to 30 days, due to the processing measures between bank providers. This delay is out of our control, but refunds are usually complete within 48 hours.
We are unable to exchange or refund any headphones that have been opened and used, unless they are proven faulty, in the interest of hygiene. We are also unable to exchange or refund any item that has been custom-built or personalised (eg custom length or terminated cables, special order furniture).
What shall I do if my goods are faulty, or have been damaged in transit?
Please return the item to our address via recorded delivery, including the invoice and a small note explaining the reason for the return. Please do NOT write on the packaging, manual or any other part of the product contents that may deem it unsalable. FAULTY GOODS MUST BE RETURNED WITHIN 28 DAYS. As soon as we receive the item, we will test and assess the item ourselves before either refunding your card or issuing a replacement product. We apologise for the inconvenience, if you have any problems or queries please do not hesitate to contact us.
Regarding a faulty product, depending on the circumstances, we kindly ask for you to send said product have to our address below:
Hifi Gear Ltd,
11 King Street,
Due to high demand for products over the past few years, we have added an inspection fee of £25 if the product returned does not prove to be faulty and works as intended, please do get in touch with us if you require more information on this topic and we will be happy to guide you through anything needed.
What happens if my order is not in stock?
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 arrive in. If we do not hear from you, your order is automatically put into our ‘Pending’ system, meaning that as soon as we receive the item(s) in stock – we will dispatch them to you. This system is the same for ‘pre-order’ items.
Every now and then certain popular items become temporarily unavailable from our supplier and we are unable to confirm when they come into stock. If this is the case then you will be informed there is a temporary supply problem with this item and advise of a suitable alternative product for a speedier delivery.
Card logos are not being displayed when trying to pay for the order
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 linked that a shopper actively clicks. To overcome this issue, please change your security preferences for Safari to accept all cookies.
Click & Collect service
Why not try our Click & Collect service? Simply order today and we confirm a collection date within 24 hours. Due to the suppliers' distribution agreements ‘Click & Collect’ products can only be sold in-store. This means that they cannot be sold via our UK mail-order delivery service.
I can’t remember my password
If for any reason you are unable to remember the password, just go to the top right-hand corner of the page then click ‘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 and we’ll try our best to sort it.
How will my order be delivered?
When the item is in stock, your order is usually dispatched within 24 hours. Please remember that 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 couriers; DPD Local on next-day delivery service. Smaller, low value or lightweight items are normally posted out using Royal Mail Recorded or Royal Mail Special Delivery.
We ship free of charge to mainland UK address: England, Scotland (excluding the Scottish Highlands or ‘out-of-reach’ Scottish locations; contact us on 01432 354921if you’re unsure as to whether or not your address falls in to this category) and Wales. We also ship to Northern Ireland, the Isle of Man and the Scottish Highlands, however, there is a delivery charge. Please click here for more information on the delivery process and additional charges. When your product has been dispatched, we will send you a unique tracking consignment number. You can track your delivery using your allocated consignment number at https://www.dpdlocal.co.uk/
Recycle your old products at Hifi Gear
If you’re buying a new hifi or home cinema product from us, we offer to recycle your one for free. Please do not throw away electrical equipment, including those items marked with the crossed-out wheeled bin symbol, in your bin. This is because;
Unwanted electrical equipment is the UK’s 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 end up in a landfill where hazardous substances are able to 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 that 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.