Sounds Live Shop Return Policy
How Do I Return My Product?
First you need to log into your account using your email address and the password you were provided when you initially placed your order.
– Click on Register a Return.
– Click on the relevant order number.
– Click on Request a return RMA for this product and fill the required fields then click submit.
If you need to return more than one product you will need to request a separate RMA for each individual product.
Once you have submitted a return we will issue you with a RMA number and instructions on how to return the goods.
What Cannot be Returned?
Please note that the following items may not be returned:
All microphones, any in-ear earphones, or in-ear monitors, and any other items that touch your mouth, your nose, or your inner ear cannot be returned for refund under ‘cooling off’ period legislation once opened due to our health and safety policy.
Goods ordered specifically to meet a customer’s requirements cannot be returned under the ‘cooling off’ period legislation, for example, a bespoke computer system.
Software, media, sample CD’s and any other copyrighted goods cannot be returned for refund under the ‘cooling off’ period legislation if the item has been opened.
Hardware and software bundled products (such as NI Guitar Rig – Kontrol Edition or Traktor Scratch) can not be returned once the included software has been registered. If available please utilize the trial periods before committing to your order.
Who Pays for your Return?
Please note that customers are liable for the cost of returning goods if they cancel the contract of sale, as allowed under the Distance Selling Regulations, within the 7 day cooling off period, or if returning goods for exchange. Sounds Live can arrange the collection of goods with our courier, but we will need to make a charge to your account for this.
If your item develops a fault within 28 days and we have issued you with a returns number, then Sounds Live will pay for the collection and return.
If your item develops a fault after the 28 days period and we have issued you with a returns number, then the customer is responsible for the cost of returning the goods to us, but we could arrange that with our courier on your behalf.
How do I pack up my Return?
All items must be in the original manufacturer’s packaging and include all manuals, accessories etc. IMPORTANT! Goods should be packed up exactly the same way as we sent them. You should include all the inner packaging as well as outer packaging. Take extra care when packing up plugs and make sure they aren’t packed in such a way that they could damage or mark the unit. If any gig bags were supplied make sure the goods are put back into the bag before packaging up. The customer has a statutory duty to take reasonable care of any goods while in their possession if they wish to return them for refund or replacement. Goods returned for a refund or replacement must be in a satisfactory condition. If you have opened the box to look at or try the product you must have done so taking reasonable care of the products and not damaging them in anyway. If it is decided that the customer has not taken reasonable care of the product while in their possession then recompense maybe pursued.
If you need to return an item to us for repair but you do not have the original packaging it is still possible to return the item but only if the following conditions are met. Please ensure that your item is securely packed with two levels of packaging, an inner layer and outer layer with at least (5) cm of packing between the layers all round. The inner box containing the unit wrapped in foam or bubble wrap type material, and the outer box needs to be of heavy duty cardboard with filling in between the two boxes of more bubble wrap, foam, polythene chips or tightly screwed up paper or other shock absorbent material.
Any return labels should not be placed directly on the items packaging. Please wrap any items to be returned in a protective layer and place any labels on the outer packaging.
Please Note:
Failure to comply with the above packaging advice may result in damage to your unit during shipping and we are sorry but Sounds Live cannot be held responsible for any damages incurred in returning goods to us. The condition of the goods will remain the customer’s responsibility until goods have been booked in and assessed by Sounds Live.
If you are returning the goods for warranty repair, one of the following actions will be carried out:
– If the manufacturer opts to repair the goods then we will return the repaired goods to you.
– If the manufacturer opts to replace the goods then we will return a replacement to you.
– If the fault cannot be reproduced we will contact you to discuss this and send the item back to you.
For more information visit Sounds Live Shop
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