Refund policy

We want you to be entirely happy with your purchase from ceiling-speakers.co.uk. And we are confident that by using our advanced search features and expert advice, you'll be able to purchase exactly the right products for your requirements.

However in case you do need to return a product, our 45 day returns policy gives you complete peace of mind. We also understand that products which require installation as part of a building project may not be fitted within this period, so if you do need to return an item after 45 days please contact us and we will do our best to help.

ON DELIVER OF YOUR ORDER

Please check your order thoroughly on delivery and advise us of any missing items or transit box damage within 5 business days of delivery. Any such claims thereafter cannot be rectified.

It is recommended to leave items sealed until they are required to avoid damage or missing components. But when unpacking your items, please take care to preserve the condition of the product, its protective packaging, accessories, and documentation. And please retain all packaging for at least 45 days. If you do need to return an item, its condition for resale is very important. Selling products at a loss due to poor condition puts pressure on our ability to continue offering great prices for everyone.

45 DAY RETURNS POLICY

If you no longer wish to keep a product, for whatever reason, you can return it within 45 days of delivery, subject to the following policies.

1-14 days*	As per the Consumer Goods Act, items can be returned for a full refund for any reason.
14-30 days*	Unopened items can be returned for a full refund for any reason. If the item has been opened, even if it is unused, we reserve the right to charge up to a 25% restocking fee. Alternatively, you can exchange for other products to the same value, or receive a credit note.
31-45 days*	Unopened items can be returned for a refund, but we reserve the right to charge a 25% restocking fee. Alternatively, you can exchange for other products to the same value, or receive a credit note. We cannot accept returns of opened items beyond 30 days.
Beyond 45 days*	We understand that the products we sell are often purchased for projects which have long timescales or experience delays. If you need to return an item after 45 days please get in touch. We will always do our best to accommodate our customers needs and extend our returns window in certain circumstances.

* From the date of delivery. Please see our Returns Process below for details on returning items.

Please note that our 45 day returns policy applies only to transactions where you are a UK Consumer. Transactions that are applicable to UK Business-to-Business orders (trade sales), and all customer orders from outside of the UK, are non-returnable and non-refundable unless otherwise agreed in advance.

REFUNDS

Refunds will be credited within 3 business days of us receiving the product, using the original method of payment. You will automatically receive an email from us notifying you that the refund has been processed. Please note that credit card refunds can take a further 3-7 days to appear on your statement and card balance depending on your credit provider.

Refunds for items that were part of a package deal

If you need to return an item or items that were part of a package deal you will receive a prorated refund based on the overall deal purchased. This applies to online packages and custom quotations. We reserve the right to refund items on this basis even if they were invoiced at full price. In order to provide competitive deals that are easy to understand and compare, we may choose to show a greater discount on one product than another to facilitate the final price. However the total discount can only be achieved if all the items are purchased together. As a result any refunds for package deal items will be subject to the same calculations.

EXCHANGES & CREDIT NOTES

Returned items can be exchanged for another product of equal value or higher. You will be asked to pay the difference for higher priced products prior to us dispatching them. If the product is of a lower value we will issue a credit note for the difference that you can spend with us at a later date. Replacement products will not be shipped until all the original items have been returned to us.

RESTOCKING FEE

For refunds we reserve the right to charge up to a 25% restocking fee on opened items returned after 14 days, or new boxed items returned after 30 days. Returns will be assessed based on resale condition, quantity, and whether the item was a special order.

Restocking fees can often be avoided if an item is returned in as new condition and we are able to recover the full cost. If you think you might need to return a product, please ensure it is returned to us in the same condition that it was received.

RETURNING ITEMS THAT ARE DAMAGED, DEFECTIVE OR INCORRECT

In the unlikely event that you need to return a product due to a picking error on our part or because it is damaged or defective on delivery, we will arrange a pre-paid return shipping label or courier collection from your address. However, you must initiate the Returns Process (below) within 5 business days of delivery. Replacement items will be dispatched free of charge as soon as possible.

Products that fail due to a manufacturing fault within 30 days from the date of delivery will be exchanged for a brand new item of the same make and model. Items must be returned to us in their original packaging complete with all accessories and manuals. We will arrange a pre-paid return shipping label or courier collection from your address. Replacement items will be dispatched free of charge, but only once the faulty item is received back with us.

Products that fail due to a manufacturing fault after 30 days from the date of delivery (but still within the product’s guarantee period) will be repaired or replaced at the discretion of the manufacturer. The return postage to us is at your cost, but we will ship the item back to you free of charge, and cover all costs relating to the handling and onward shipping.

We inspect and test all items returned as damaged or defective. In the event we find no fault, we reserve the right to return the item to you. Faults identified as being the result of misuse, such as overdriven speakers, will not be covered by our 30-day replacement policy or the manufacturer's warranty.

RETURNS PROCESS

If you wish to return a product purchased from us, you must first initiate the returns process by emailing sales@ceiling-speakers.co.uk. Please provide your invoice number, the product(s) you wish to return, and the reason for the return. We will reply to you by email within 1 business day with a link to our online returns form which you must complete so we have all the information required. Our returns form will also provide instructions on how and where to return your items.

Products should be received back with us within 7 days of completing the returns form. For any products returned in poor condition that are deemed unfit for resale, we reserve the right to return the items to you.

Return Postage

If you need to return an item because it is damaged, faulty, or as a result of a picking error on our part, then a pre-paid DPD drop-off label will be provided (printer required). Alternatively we can arrange for the items to be collected from an address of your choosing.

If an item is outside our 45 day returns policy, or is being returned for any reason other than a fault, damage, or an error on our part, then return shipping is at your cost. Please be aware that it is your responsibility as the customer to ensure safe return of your items. We cannot take any responsibility for loss or damage.