Refund policy

Our 30-day returns service

Soundkit offers consumers a 30-day returns service for most unwanted products purchased online.

Please contact us within 30 days of receiving your order if you would like to return an unwanted item. You can start your return using our returns form below.

Complete the returns form

This 30-day service is in addition to, and does not affect, your statutory rights.

Condition of returned products

Returned products should be complete and, where reasonably possible, returned in their original condition and packaging.

Please include:

• All supplied accessories
• User manuals and documentation
• Cables, adapters and power supplies
• Any promotional items supplied with the product
• Your order number and returns reference

You may inspect a product in the same way that you would reasonably be able to inspect it in a shop.

If a product has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and operation, we may reduce the refund to reflect any resulting reduction in value.

Products returned incomplete, damaged or in a condition that prevents them from being resold may be subject to a reasonable deduction from the refund. In some circumstances, we may be unable to accept the return.

Items that cannot normally be returned

Unless faulty, damaged, incorrect or misdescribed, the following products cannot normally be returned:

• Products made to your specification or clearly personalised
• Bespoke, custom-built or specially ordered products where agreed before purchase
• Sealed products that are unsuitable for return for health protection or hygiene reasons once their seal has been broken
• Sealed software, audio or video products once unsealed
• Digital content once supply or downloading has begun, where you agreed to immediate supply and acknowledged the loss of your cancellation right
• Gift cards
• Products that deteriorate or expire rapidly

Business-to-business purchases

The 30-day change-of-mind returns service applies to consumer purchases only.

A business purchase is one made wholly or mainly for purposes connected with a trade, business, craft or profession.

This does not affect any rights or remedies available where business goods are faulty, damaged, incorrect, misdescribed, not fit for an agreed purpose or otherwise supplied in breach of the applicable contract.

Any discretionary B2B return may be subject to prior approval, return carriage charges and a reasonable restocking charge. We will confirm any applicable conditions before authorising the return.

Faulty, damaged or incorrect products

If a product arrives faulty, damaged, incorrect or not as described, please tell us as soon as possible.

Complete our form and include your order details, the product name, its serial number where applicable and a clear description of the problem.

Report a faulty or incorrect product

Photographs or videos of the product, packaging and any visible damage may help us deal with your request more quickly.

Depending on the circumstances and the applicable rights, the available remedy may include a refund, repair or replacement.

Product warranties

Some products sold by Soundkit include a manufacturer’s warranty. Where a specific warranty applies, its duration or details may be shown on the product page, supplied documentation or manufacturer’s website.

To make a warranty request, please complete the same returns and warranty form:

Submit a warranty request

Please provide your order number, product name, serial number where applicable and a description of the fault.

We may need to inspect the product or refer the claim to the manufacturer before confirming whether it is covered by the warranty.

Warranty cover does not normally include accidental damage, misuse, unauthorised modification, ordinary wear and tear or damage caused by failing to follow the manufacturer’s instructions, unless the applicable warranty states otherwise.

Refunds

Once your return has been received, we will inspect it and contact you to confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method. We will process the refund without undue delay and, where the statutory cancellation right applies, no later than 14 days after receiving the returned goods or evidence that they have been sent back.

Your bank, card provider or payment service may need additional time to display the refund after it has been processed by us.

Original delivery charges

Where you exercise your statutory right to cancel an eligible online consumer order, we will refund the cost of our least expensive standard delivery service where a delivery charge was paid.

If you chose a more expensive delivery service, such as Next Working Day delivery, the additional premium delivery cost will not be refunded.

For returns made under our additional 30-day service after the statutory cancellation period has ended, the original delivery charge will not normally be refunded unless the product is faulty, damaged, incorrect or misdescribed.

Return postage

For an unwanted or change-of-mind return, you are responsible for arranging and paying for the product to be returned to us.

If a product is faulty, damaged, incorrect or misdescribed, please contact us before arranging postage. We will review the circumstances and provide the appropriate return instructions.

We recommend using a tracked service and retaining proof of postage. For higher-value products, you should consider using an appropriately insured service.

Exchanges

If you would like to exchange a product for another model or variant, please submit a return request before sending the original product back.

Exchanges are subject to availability. Any difference in price will either be charged or refunded as appropriate.

We will normally need to receive and inspect the original product before dispatching the replacement. Return carriage charges may apply where the exchange is not required because of a fault or an error by Soundkit.

Returning your product

Once your return has been authorised, it should be sent to:

Please display your returns reference clearly and include your order information inside the parcel.

Late or missing refunds

If we have confirmed that a refund has been processed but it is not yet showing:

1. Check the original payment account again.
2. Contact your card or payment provider, as processing times can vary.
3. Contact your bank, as it may take additional time for the refund to be displayed.

If you have completed these steps and still cannot locate the refund, email info@soundkit.co.uk.