Last updated: 18 August 2026
These Terms and Conditions apply to goods (also referred to as “products”) purchased online from AudioConcept.
They explain our arrangements for delivery, cancellations, returns, refunds and faulty or damaged goods.
Nothing in these Terms and Conditions affects your statutory rights under applicable UK consumer law.
Where goods are purchased as part of a bespoke quotation, installation project, or separately agreed supply contract, different terms may apply and will be confirmed as part of that agreement.
1. Orders and Product Availability
We make every reasonable effort to ensure that product descriptions, specifications, images, pricing and availability displayed on our website are accurate and up to date.
However, manufacturers may change specifications, discontinue products or alter availability without notice.
When you place an order through our website, you are making an offer to purchase the goods. Your order is subject to acceptance by AudioConcept and a contract for the sale of the goods will only be formed when we accept your order.
We reserve the right to decline or cancel an order where, for example:
* the product is unavailable;
* there has been an obvious pricing or product description error;
* we are unable to obtain the product from our supplier;
* there is a suspected fraudulent transaction; or
* circumstances outside our reasonable control prevent us from fulfilling the order.
If we cancel an order after payment has been taken, we will provide a full refund of the amount paid.
2. Delivery
We aim to dispatch orders as quickly as reasonably possible.
The estimated delivery time shown on the website or provided with your order is an indication only unless a specific delivery date or timeframe has been expressly agreed. We will nevertheless comply with our obligations under applicable UK consumer law regarding delivery times.
If your order does not arrive within the expected timeframe, please contact us so that we can investigate the delivery with the relevant courier.
Some products may have longer lead times because they are:
* ordered directly from the manufacturer;
* specially sourced;
* made to order;
* subject to manufacturer availability; or
* temporarily out of stock.
Where there is a significant delay to your order, we will contact you and provide an updated estimated delivery timeframe.
Delivery charges
Any applicable delivery charges will be clearly displayed before you place your order. Where we offer free delivery, this will be subject to the conditions stated on the website at the time of purchase.
3. Delivery Address
Please ensure that the delivery address supplied when placing your order is correct and complete.
AudioConcept will not be responsible for delays or additional costs resulting from an incorrect or incomplete delivery address supplied by the customer, except where such responsibility cannot lawfully be excluded.
If you realise that you have provided an incorrect delivery address, please contact us as soon as possible. We will make reasonable efforts to amend the delivery details before the order is dispatched, although this may not always be possible.
4. Inspecting Your Delivery
We recommend that you inspect your delivery after receiving it.
If the outer packaging appears damaged, please photograph the packaging before opening it.
If the product appears damaged, please retain the original packaging and contact us immediately.
We may ask you to provide photographs of the packaging and product to help us investigate the matter with the courier or manufacturer.
5. Cancellation – Change of Mind
If you are purchasing as a consumer and place an order online, you have 14 days from the day after you receive the goods to notify us that you wish to cancel the contract. You then have a further 14 days from the date you notify us to return the goods to us.
To exercise your right to cancel, please contact us at: hello@audioconcept.co.uk
Please include:
* your name;
* order number;
* the goods you wish to return; and
* confirmation that you wish to cancel the contract.
6. Returning Products
Once you have notified us that you wish to cancel, the goods should be returned to us without undue delay and, in any event, within 14 days of notifying us of your cancellation.
Unless the goods are faulty, damaged, incorrectly supplied, or we have agreed to cover the return costs, you will be responsible for the direct cost of returning unwanted goods.
We strongly recommend using a tracked and insured delivery service when returning any items to us.
You should take reasonable care of the goods while they are in your possession and until they are returned to AudioConcept.
Where appropriate, we may offer to arrange collection of larger or particularly valuable products. Any applicable collection charge will be discussed with you in advance.
7. Condition of Returned Products
When returning goods following cancellation, you should take reasonable care of the goods while they are in your possession.
You may handle the goods to the extent necessary to establish their nature, characteristics and functioning. However, if the value of the goods has been diminished as a result of handling beyond what would reasonably be permitted in a shop, we may be entitled to deduct an appropriate amount from your refund in accordance with applicable law.
Returned goods should include:
* the original packaging;
* accessories;
* remote controls;
* cables;
* manuals;
* documentation; and
* any other items supplied with the product.
We recommend that you retain the original packaging and all accessories until you have decided whether to keep the goods.
8. Products Excluded from Cancellation Rights
Products identified as ‘Signature’ are made to order or specially sourced and are therefore non-returnable and non-refundable. If you have any questions regarding
these items, including specifications, suitability, or lead times, please contact us before placing your order and we will be happy to assist.
9. Refunds for Cancelled Orders
Refunds will be made using the same payment method used for the original purchase.
Refunds will be processed once:
* we have received the returned goods;
* inspected the goods; and
* confirmed that the returned goods meet the terms and conditions explained on this page.
Once the relevant conditions have been met, refunds will be processed without undue delay and within the applicable statutory timeframe. Your bank or card provider may take additional time to make the refunded funds available.
10. Faulty, Damaged or Incorrect Products
If a product is:
* faulty;
* damaged;
* not as described;
* not fit for its intended purpose; or
* otherwise does not meet the requirements of applicable consumer law, please contact us as soon as reasonably possible.
You have statutory rights in relation to faulty or incorrectly supplied goods, and these rights are separate from your 14-day change-of-mind cancellation rights.
We will work with you to determine the appropriate remedy based on the circumstances.
This may include a:
* repair;
* replacement;
* price reduction; or
* refund.
11. Faults Within 30 Days
Under the Consumer Rights Act 2015, consumers have a short-term right to reject goods that are faulty, not as described, or otherwise do not conform to the contract, provided the right is exercised within 30 days.
Where you are entitled to exercise this right, you can reject the goods and receive a refund in accordance with your statutory rights.
In some circumstances, you may instead prefer a repair or replacement. Where you request a repair or replacement, we will deal with this in accordance with your statutory rights.
We will discuss the available options with you and ensure that your statutory rights are respected.
12. Faults After 30 Days
After 30 days, goods will be repaired or replaced in accordance with the terms of the manufacturers warranty and Consumer Rights Act 2015.
13. Manufacturer Warranties
Products supplied by AudioConcept may be supported by a manufacturer's warranty or guarantee.
A manufacturer's warranty or guarantee is in addition to your statutory consumer rights and does not replace or limit those rights.
Where appropriate, AudioConcept may assist with arranging warranty support through the manufacturer or an authorised service provider.
Warranty terms, duration and coverage vary between manufacturers and products. Details of any applicable manufacturer's warranty will normally be provided with the product or made available on request.
A manufacturer's warranty may exclude certain circumstances, such as damage caused by misuse, accidental damage, unauthorised modification or other circumstances specified in the manufacturer's warranty terms. Such exclusions do not affect your statutory rights against AudioConcept.
14. Missing Accessories or Packaging
Where a product is returned because you have changed your mind, we ask that you return all accessories, cables, documentation and packaging supplied with the product.
If an item is returned with missing components or has been handled beyond what is reasonably necessary to inspect it, this may affect the amount that we are required to refund where permitted by law.
15. Orders Purchased by Businesses
Business-to-business (B2B) purchases are considered final and are not eligible for return or refund.
16. Contacting Us
To arrange a return, cancellation, refund or investigation of a faulty or damaged product, please contact:
AudioConcept
2 Lakeview Stables
Sevenoaks
Kent
TN15 6NL
Telephone: 01732 807 579
Email: hello@audioconcept.co.uk
Please provide your order number in all communications, as this will allow us to deal with your request more quickly.