CONTACTING OUR RETURNS DEPARTMENT
Email: [email protected]
THE DISTANCE SELLING REGULATIONS 2000 AND YOUR RIGHT TO CANCEL
(Please note – excludes trade counter and any in store purchases) In accordance with The Customer Protection (Distance Selling) Regulations 2000 (updated June 2014), TRU provides customers with the right to cancel an order within 14 days of the date of delivery unless any product was a non-stock or special import item. You must notify TRU of your intention to do so in writing within this period. Email notification can be sent to TRU [email protected]. Goods must be returned at your cost and liability, unused and as new, complete with all accessories, cables, manuals and software in undamaged original packaging. Goods must be protected for transit by a double box or cardboard outer. Proof of purchase in the form of TRU packing slip or invoice must be provided with the goods. If an entire order is returned we will refund the value of a standard on-line delivery charge. TRU may be able to arrange collection of unwanted goods during this “cooling off period”. Collections will be charged at £20 per parcel, or £30 per freight parcel (over 32kg in weight or over 100cm in any dimension).
PLEASE NOTE THAT THE FOLLOWING ARE NOT COVERED UNDER THE RIGHT TO CANCEL.
- Computer software
- Due to health and safety considerations microphones, microphone pop filters headphones and IEM systems will only be accepted in unopened, security-sealed packaging.
- “Customised” orders, including cut lengths of cable, custom looms
- Non-stock special order items
DAMAGED GOODS / ERRORS
If you believe that an order may have been damaged in transit to you, please sign for it as “damaged” to the carrier, or refuse to accept the delivery. If you accept a damaged delivery, you must retain all original packaging for examination. You must notify TRU of any damage within 24 hours of receipt of goods. You must notify TRU of any error in orders within 3 days of receipt of goods. Please contact our returns department by emailing: [email protected]
DEFECTIVE ITEMS (WARRANTY REPAIRS AND GUARANTEES)
Please carefully read all manuals supplied with an item before you report it as faulty. There may be a relevant function that is not immediately obvious. Carriage charges are payable for any item found not to be faulty. Please note that Warranty provisions do not cover normal wear-and-tear or consumable items such as DJ mixer cross faders, turntable styli or recordable media. Loudspeakers and power amplifiers are not covered by warranty if overdriven or misused in any way. Please note that some manufacturers advertise peak power figures rather than the more useful RMS or continuous power. Please contact our returns department by emailing [email protected] to arrange your return and be issued with a Returns Number.
WITHIN 28 DAYS FROM RECEIPT OF GOODS
If upon return to TRU an item is inspected and agreed to be faulty, at the discretion of TRU a replacement or refund will be offered. Collection of faulty goods can be arranged with TRU returns department. Goods must be returned as new, complete with all accessories including manuals, cables and software in the original packaging. Supporting paperwork in the form of a note explaining the suspected problem, and the TRU invoice or packing slip must be included. Goods must be protected for transit by a double box or cardboard outer. Please note that replacements or refunds are not able to be processed unless these procedures are followed. Please note that no liability will be accepted for goods returned without original packaging.
AFTER 28 DAYS AND BEFORE ONE YEAR FROM RECEIPT OF THE GOODS
If a fault develops during this period, TRU Returns Department should be notified of your intention to return the equipment. Goods must be returned in original or as good as packaging for warranty repairs to be considered. Please note that no liability will be accepted for goods returned without original packaging. If upon inspection, the fault is found to be outside of the manufacturer’s warranty conditions, a charge will be made for diagnosis and return carriage.
AFTER 12 MONTHS FROM PURCHASE BUT STILL WITHIN THE MANUFACTURER’S WARRANTY
Some (not all) manufacturers provide a warranty which is longer than 12 months. Please check manufacturer websites for information on their UK warranty. If a unit fails within the manufacturer’s warranty but outside the 12 month warranty offered by TRU, it will still need to be returned to TRU for testing and forwarding to the relevant service department. In this instance, it will be the customer’s responsibility to arrange safe delivery to TRU.
OUT OF WARRANTY PERIOD – REPAIRS
TRU’s in-house service department are able to offer out of warranty repairs to most products on condition factory parts or suitable equivalents are still available. Please contact [email protected] in regards to any out of warranty repairs.