We are completely dedicated to your total satisfaction. You can contact our customer service team for all non-technical queries using the sales Email address below.
Our Contact details :Soundtronics Ltd
Unit 29 Webb Ellis Business Park
VAT Registration Number 241 9660 02
Please see our 'Contact Us' page using the link at the bottom of the page before calling.
Soundtronics Ltd takes all reasonable effort to ensure that any of our products do not infringe any patents, trademarks or copyrights. Any claims to the contrary will be considered and action taken as appropriate. Soundtronics Ltd own full copyright 2013 - 2016 in respect of this on-line shop. No copying in any form in part or whole of the shop is permissible unless otherwise granted in writing by Soundtronics Ltd.
Soundtronics Ltd do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
a. Take and fulfill customer orders
b. Administer and enhance the site and service, for example we monitor which internet browser our customers use, which country the customer is from etc. All data collected is typically deleted every 14-28 days.
c. Only disclose information to third-parties for goods delivery purposes
Making A Purchase
We will automatically Email you to confirm that your order has been received, 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 a notification of dispatch. We have included this term to protect us in the unlikely case that a mistake has been made in pricing or we are no longer able to supply a particular product for reasons generally outside of our control. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Shipping And Handling
Please see shipping options for full delivery options & pricing. We send a notification of shipping via Email, any claim for non-arrival of goods must be advised within 30 days for letter post / airmail and within 4 days for carrier. The 4 days for the carrier option is imposed on us by the carrier to allow them time to investigate before the 'trail goes cold'.
Deliveries that require a signature cannot be left without a signature. We are unable to give Royal Mail specific instructions such as "can you get the postman to phone me in case I do not hear the door bell".
1st Class - 1st class letter post cannot be tracked unless you select the 'signed for' option and as per Royal Mail guidelines is not considered missing until 15 working days after the expected delivery date have passed. In order to pursue a claim against Royal Mail for missing parcels, we may request a signed 'Missing Parcel in Transit' declaration that the goods have not been received is returned to us before we process any refund / replacement.
Airmail - Airmail letter post cannot be tracked unless the 'Tracked' option is selected. All Airmail is not considered missing until 42 working days have passed following dispatch. Typical delivery time for Airmail is 3-28 days depending on the destination country. Our experience shows that The Netherlands, Italy and the USA have the longest postal times. In order to pursue a claim against Royal Mail for missing parcels, we may request a signed 'Missing Parcel in Transit' declaration that the goods have not been received is returned to us before we process any refund / replacement.
Carrier / FedEx - All carrier deliveries are tracked and recommended for items of value and are sent on a priority service but whilst delivery time is not guaranteed, these services are very reliable.
If a delivery cannot be made due to the customer not being in, this may result in the delivery being re-attempted, held at the carriers / Post Office local depot or left with a neighbour (primarily UK post only). A card should be left at the premises advising this has occurred. It is the customers responsibility to re-arrange / collect the delivery, failure to do so may result in the goods being returned to us. Any goods returned to us due to a failed delivery will incur an additional carriage cost to send out again which will be advised prior to sending. Additionally, goods returned using our carrier / FedEx option may incur a surcharge. This is a charge made by the carrier and is outside of our control. This does not apply where the carrier is Royal Mail. Returned goods not claimed within 14 days will be credited back to the customer less any carrier / re-stocking costs.
We often dispatch straightforward orders placed online by 2pm UK time same day subject to stock availability. Many of our products are made up to order such as kits, panels etc so best to allow a 3-5 days for dispatch. Orders containing special order / out of Stock items may take longer to dispatch and may hold up your entire order although we may split your order at our discretion. Out of Stock / Special Order Items generally have some indication as to the expected lead time which is updated daily (excluding weekends). As we are an internet based company, we do not to take telephone orders, sorry.
No responsibility can be accepted for failure to meet a delivery date. There may be periods when the shop is closed to orders for example during holiday periods, these periods will be advertised on the shop in advance.
Currently we are unable to display the physical stock level of items on the website. If we have insufficient stocks of an item to meet your order, we generally dispatch what we have with any balance placed on back order. If new stocks are due within a day or two, we may delay dispatch to allow your order to be sent complete. Out of stock items are automatically put on back order but you can cancel a back order at any time for a full refund of the outstanding items.
We do not charge any extra carriage for sending out back orders but the carriage method is at Soundtronics discretion.
All orders will be charged in £ sterling. For orders made from the UK or the European Union, 20% VAT is added. Orders sent outside of the EU do not have VAT charged. EU based companies with a valid VAT registration can apply for tax exempt status, see here for further information. Customers outside of the EU may be charged import tax and associated handling fees by the chosen carrier depending on the value of the goods and the countries own tax laws.
Credit Card Security
At the checkout stage, we will first take your address details and this is via our own 128 bit encryption secure server. You will then be transferred to the secure payment provider SagePay or PayPal. We do not get to see your card details at any time for orders placed over the internet, only the payment service providers (PSP) do and they meet the latest PCI industry standards.
Unless otherwise specified, our products are covered by a 12 month product warranty for failures due to manufacturing defects. Silverline products are covered by a Silverline guarantee after 30 days of purchase (extended guarantee with registration also available)
Product liability is not applicable for products used outside of the manufacturers intended application / operating conditions. Unless otherwise explicitly stated, no products on this website are approved for use in safety critical applications. Product liability does not extend to goods sent outside of the EU, do not order from us if this is unacceptable to you.
Valid claims under our warranty will at the discretion of Soundtronics Ltd be refunded, repaired or replaced. Products should not be returned without first contacting Soundtronics Ltd (see 'Returns' link below, any return should quote proof of purchase (typically invoice number) and include a brief reason for return. The purchaser shall ensure that any returned goods are suitably packaged and carriage paid and include any associated parts.
We cannot be held liable for consequential damage to other products should any item purchased prove to be faulty or sent in error. You are recommended to physically check any component purchased including markings, size, performance etc.. prior to use in case of a picking error on our part. Any claims for goods sent incorrectly must be notified in writing to Soundtronics within 28 days of order receipt.
If you need to reach us, please see the 'Contact Us' page below.
Orders can only be placed online.
Business Customers: This returns policy does not apply to purchases made on behalf of a business where returns for unwanted goods can only be made after prior agreement of Soundtronics Ltd.
Your rights as a consumer to return goods are protected under the EU Distance Selling Directive (DSR). You may cancel an unwanted order in writing for a refund (excluding any optional shipping insurances) within 7 days following the day of receipt of the goods purchased. Cancelled goods must be returned at the purchasers expense as soon an practicable following the notification of cancellation. Goods should be returned with their original packaging along with a copy of the invoice provided at the time of purchase. Any item damaged whilst being evaluated for their suitability will no longer be covered under the DSR's. Our returns policy excludes any product especially ordered in (defined as not being listed on the Soundtronics website) or the item being identified on the website as a 'Special Order Item'). Products listed as a non-stock item with an origin from outside the UK also fall outside of the requirements of the DSR's as their pricing is subject to change due to fluctuations of the $/£ exchange rate. Any item especially modified by Soundtronics to the customers specific requirements are not covered by the DSR's, an example of this is the custom boring and or tapping of transmission components.
Unwanted goods returned outside of the 7 day return period without prior agreement will not be accepted.
Your statutory rights are not affected. Our aim is to provide excellent customer service, if you are not satisfied in the service provided, please contact us by post with full details to Soundtronics Customer Services, Unit 29, Webb Ellis Business Park, Woodside Park, Rugby, Warwickshire CV21 2NP, United Kingdom. We will endeavor to respond to all complaints within five working days.
Every effort is made to ensure the accuracy of all products described in this shop but minor variations in manufacture are possible These variations are not intended to lessen the described performance of the product in anyway. The purchaser shall be entitled to return the product for a full refund if Soundtronics Ltd agrees that performance is not in accordance with that specified in the shop.