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Terms And Conditions
Pricing
Prices quoted on our web site include VAT and UK mainland delivery unless otherwise stated. VAT will not be applicable where goods are despatched outside the European Union or when we have been provided with a registered EC VAT number. Any price changes to those published on our web site will be notified to the client by phone before the order is processed and any money charged to credit or debit cards. Liability for any import duties for clients outside the UK is the responsibility of the purchaser. No surcharges are made for credit card payments.
Payment
Unless a credit account has been opened, goods will be despatched following receipt of cleared funds or, in the event of credit/ charge card payments, once the transaction has been authorised by the credit card company. Please note that goods ordered by credit card must be delivered to the cardholders address unless a prior arrangement has been made with the credit card company.
Bank to bank transfer (CHAPS, BACS & Telegraphic Transfer) to Barclays Bank PLC, Tunbridge Wells, Sort Code 20-88-13 Account AMC Corporate Communications Account No. 00810495
Personal or business cheque, bankers draft, building society cheque
Credit/ charge card by telephone or using the on-line ordering system.
Irrevocable letters of credit can be arranged for overseas clients. To reduce the risk of credit card fraud SUBSONIC SOUNDS reserves the right to refuse an order if the credit card transaction is not authorised. These checks do not breach any of your rights but are merely to protect the cardholder and Subsonic Sounds from fraud. Any credit card information is held in a secure area within our offices and is not released to any third party.
Company and private cheque payments within the UK can normally be authorised within 24 hours using Transax. This avoids the delay in waiting for cheques to clear before despatching goods.
Delivery
Subsonic Sounds use national carriers for delivery of goods. Whilst every effort is made to ensure goods are received on the day specified we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivery of the goods. It is the responsibility of the person ordering the goods to be available to sign for them at the time of delivery or, in their absence, an authorised person.
The purchaser takes full responsibility for the goods once they have been delivered and signed for. Before goods are signed for it is important that they are checked for any signs of damage. In the event goods are signed for unchecked or you suspect there may have been damaged during transit this should be noted on the carriers delivery documentation at the time of signing.
Delayed Dispatch of Goods
Subsonic Sounds will normally request payment when goods are in stock however in the unlikely event that we are unable to fulfil the order within 7 days of payment a full refund will be made to the client. Where an agreed payment has been made a number of days in advance for the pre-ordering of new product lines etc. the client can cancel their order up to 5 days prior to the intended delivery date and a full refund will be made. No refund or cancellation can be made for bespoke items that are specifically manufactured for the customer without our authorisation.
Technical Support
If you require technical support for products purchased from Subsonic Sounds please e-mail support@Subsonic Sounds.com or call our Technical Support Team on 08707 740730. You must quote your order number so that your eligibility for support can be authenticated. Failure to do so will result in a declined support request. You may request Technical Support at our business address providing you have proof of purchase but we do not offer a whilst you wait service so please bear this in mind when travelling. Many manufacturers’ now provide direct technical support and if this is the case you will be provided with the relevant contact information.
Damaged goods / incorrect goods
In the unlikely event that goods are incorrect, faulty or damaged Subsonic Sounds must be informed within three working days. A replacement unit or full refund will be made. All packaging must be retained for inspection. For clients resident in the UK goods will be collected and refunded or replaced within 10 working days.
It is the responsibility of the purchaser to check the goods for quality and condition in the presence of the carrier. If there is a shortage or if any of the goods are received in an unsatisfactory condition you, or the recipient, must so endorse the carrier’s delivery document and contact us within 24 hours. Once delivered and signed for the goods are the responsibility of the purchaser.
Returns Policy
Subsonic Sounds return policy allows us to provide the very highest standards of service in a simple and easy to understand way. If you feel sure that a product is faulty, please ensure that the problem does not lie elsewhere in your system. If you still feel you have a faulty product please follow this procedure.
1. Subsonic Sounds return policy allows us to provide the very highest standards of service in a simple and easy to understand way. If you feel sure that a product is faulty, please ensure that the problem does not lie elsewhere in your system. If you still feel you have a faulty product please follow this procedure.
2. All returns must have a valid Return Merchandise Authorisation number (RMA). All returns must be received within 14 days of the RMA issue date. It will take between 7 and 10 days to process your return, but we will do our best to reduce this time.
3. Returned items must be in original packaging, with all original boxes, packing materials, manuals, blank warranty cards, all other accessories however small and documentation provided by the manufacturer.
4. RMA’s are issued for specific products only. Please do not send other items not covered by the RMA such as full systems.
5. We strongly recommend the package you are returning is fully insured. We suggest you use a service that can provide “proof of delivery”. Subsonic Sounds will not be liable for items lost or damaged in transit.
6. The customer pays for all shipping back to Subsonic Sounds. However, upon replacement or refund of faulty goods – any carriage costs are borne by Subsonic Sounds. Please ensure the return has your RMA number clearly marked on the outside of the package next to our address.
7. Any RMA returned found to be modified, altered, and tampered with or not to be defective will incur a £20 +VAT testing charge plus return shipping costs. This will be charged to the credit or debit card used on your order and must be paid before the product is returned to you.
8. Any returned packages that do not clearly display a valid RMA number will be refused, as will packages received over 14 days from RMA issue date.
9. Most Non-Clearance Lines items may only be returned within 28 days of your product’s shipping date. After 28 days, all returns must be returned to the manufacturer. Subsonic Sounds may, at it's complete discretion accept returns after 28 days of your product’s shipping date, but never after 12 months.
10 .All Clearance Lines products may be returned only when defective and within 14 days of the ship date of the product. 10. All Clearance Lines products may be returned only when defective and within 14 days of the ship date of the product.
11. Should you wish us to take back an unused product complete with undamaged original packaging a 30% restocking fee will apply. The purchaser must pay carriage charge.
Product Warranties
Most electrical products have a manufacturers one year return to base warranty. Where additional warranty is offered by the manufacturers this will be indicated. Where faults occur within 14 days after delivery the product should be returned to Subsonic Sounds for a replacement. If a fault occurs after this time and within the manufacturers warranty period Subsonic Sounds will arrange the return of the unit to the manufacturer. Most manufacturers warranties are ‘return to base’ although extended warranties are available on some products which will provide a ‘swap out’ whilst the client’s unit is being repaired. These normally carry and additional charge which is made at the time of purchase.
Customer Service
We pride ourselves on the high standard of service we provide to our clients but should you have cause to contact us about a product you have purchased or the service you have received you can contact customer services by phone, E-mail or fax. We will look into the matter on the day of receipt and respond by phone or in writing within 2 working days.
Office hours Monday to Friday 8.30 a.m. to 5.30 p.m. G.M.T
Contacts:
Tel: + 44 (0)8707 740720 Fax: + 44 (0)1892 533334
In the event that you do not feel your complaint has been dealt with to your satisfaction please write or E-mail for the attention of the Sales Director who will respond by phone or in writing within 5 working days.
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