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TERMS &CONDITIONS OF BUSINESS
- When will I receive my goods?
- What if my goods have been delayed?
- What to do when my equipment arrives?
- If I think I have faulty goods...
- What if I have tried to adapt or to upgrade my goods without prior confirmation from Sounds Wicked?
- What to do if I'm not happy with the goods?

More info: customerservices@soundswicked.com


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WHEN WILL I RECEIVE MY GOODS?
For items that we have in stock (over 6,000 items at any one time!), we will despatch your order the same day, providing you order before 1pm if you live in the UK. The goods will be delivered to you in the next , 48 hours Monday - Friday excluding Bank Holidays, unless you have paid for Saturday delivery, in which case the goods will arrive on the next Saturday.
If we do not have stock, we will contact you by email within 48 hours confirming the expected despatch date.

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WHAT IF MY GOODS HAVE BEEN DELAYED

Whilst we always endeavour to supply goods within 72 hours, occasionally, delays from our suppliers will mean we cannot do this.
In these circumstances, we will keep you up to date on the revised delivery times and or if you would like to speak to someone regarding an ideal alternative item or cancellation, contact our Customer Services department directly on 020 8961 3002 or email customerservices@soundswicked.com . Please have your order details handy for a speedy handling of your query

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WHAT TO DO WHEN MY EQUIPMENT ARRIVES

PLEASE MARK PACKAGES ARRIVING BY COURIER ‘UNEXAMINED’. If we deliver your order and the item or items appear damaged, please write the word 'DAMAGED' on the couriers delivery note, and notify our despatch manager on 020 8961 3002 within 24 hours. We will then arrange for our courier to collect the damaged item on the next working day. The collection can be arranged from an alternative address if it is more convenient for you. Once our courier has inspected the damage, usually within 24 hours, we will replace the item with a new unit and deliver it to you by courier free of charge. We will despatch this to you on the same day, stock availability allowing.

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IF YOU THINK YOU MAY HAVE FAULTY GOODS:
READ YOUR MANUAL REGARDLESS OF HOW EXPERIENCED YOU ARE WITH SIMILAR EQUIPMENT. If you think your equipment may be faulty when it arrives, or if it develops a fault during the guarantee period, please re- check the user manual. The problem may be due to a part of the operation of the equipment of which you were unaware. If there is still a problem, please contact our Service department on 020 8961 3002 or email service@soundswicked.com. One of our service engineers will ask you to describe the fault in detail and may offer possible reasons. If we are unable to solve the problem ourselves, we may transfer you to the manufacturer . At the time you call, it is helpful to be near the item and to have your receipt handy.
If we are unable to resolve the problem by phone we will collect the item by courier free of charge on the understanding there is a fault with the product not that it has been misused or broken in any way. The collection can be arranged from an alternative address if it is more convenient for you. Once the item has been returned to us, usually on the next working day after collection, our service engineers will test the item to confirm the fault.
If the item is returned in 'as new' condition, with all accessories and packaging, and deemed to be faulty as a result of a manufacturing defect; within 3 months of purchase for regular stock items, or one month of purchase for specially ordered items, we will replace the product with a new unit, which we will delivered to you by courier or may be collected as soon as stock availability allows. If the item has been discontinued in the intervening period, we will offer you a choice of having the item repaired, or putting the value of the unit towards the purchase of an alternative model. We can only exchange on a like for like basis, so any missing accessories or packaging will not be replaced. If the cosmetic condition of the faulty item is not 'as new' or if the fault develops after 6 week of purchase (or 1 month with specially ordered items) we will repair the unit - the average repair time is 2 to 3 weeks.


If the fault is deemed to be the result of 'misuse', ie, where speakers have blown due to being overdriven, or where the item has been dropped or has liquid in it etc, then this will be deemed to be a non-warranty repair and you will be liable for all parts, labour and carriage costs. We will supply an estimate of costs before going ahead with any non-warranty repair, but we require a £40 non-refundable deposit which will either be used against the cost of the repair, or go towards covering the cost of estimate refusal.
Items that are subject to mechanical wear are not usually covered by warranty, e.g. speaker cones, DJ mixer crossfaders diaphragms etc. Faults involving parts of this nature are generally regarded by the manufacturer to be the result of regular wear and tear.

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IF I HAVE TRIED TO ADAPT OR UPGRADE MY GOODS WITHOUT PRIOR WRITTEN CONFIRMATION FROM US?

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Please note that fitting items yourself that are not manufacturer specified as user installable will void your warranty on both products.

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WHAT TO DO IF YOU ARE NOT HAPPY WITH YOUR GOODS:

We want you to be satisfied with anything you buy from us. If you have purchased an item and found that it is unsuitable, please call our Customer Services department on 020 8961 3002 with your receipt to hand (or email customerservices@soundswicked.com ) within 48 hours of receipt of your goods.
We will re-assess your needs and do our utmost to supply you with a better solution. If there is nothing appropriate available at the time, or you would like more time to make up your mind, you can choose to have a credit note or refund instead. Returned products must be complete and in the condition you purchased them in They should be returned with the original box, packaging, accessories and any 'free gifts' received with the product. Software based products leads and strings, cannot be returned once they have been opened.
We cannot take your purchase back if:
* You have not been given a returns number by us
* You haven't informed us within 7 days
* The unit has been physically damaged in any way
* The seal has been broken on any software products such as , sample CDs, videos etc
* Part or all of the packaging is missing
* The item was specially made for you, e.g. custom flight-cases
* The item was specially ordered for your semi-professional or professional use
Returned items can be brought in person to the store or collected by courier at a cost of £20 under 10 kg £30 over 10kg.

OUR ORGANISATION OF WHICH SOUNDS WICKED IS A PART HAS BEEN ONE OF EUROPE’S LEADING MAIL ORDER COMPANIES SINCE 1963 – OUR MOTTO IS SERVICE & SATISFACTION
THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS.

Errors and omissions excepted.

 


 
 
 
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