REFUNDS & RETURNS POLICY

Policy Introduction & Scope

• This policy applies to all electronic goods purchased directly from the myaudiomotion.co.uk website by consumers within the United Kingdom.
• It explains how to return items if you change your mind (your ‘Right to Cancel’) and what to do if an item is faulty, damaged, or not as described (your ‘Statutory Rights’).
• This policy operates alongside, and does not affect, your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• This policy does not apply to business-to-business (B2B) transactions

Returning Unwanted Items

• We offer an extended period for you to change your mind, beyond the statutory minimum.
• Eligibility & Timeframe: You have the right to cancel your order and return unwanted items within 30 calendar days without giving any reason. This 30-day period starts on the day after you (or someone you nominate) receives the goods. If your order is delivered in multiple parts, the 30 days start the day after you receive the last part of your order.
• How to Notify Us: To cancel your order, you must inform us clearly within the 30-day period. You can do this by:
  • Emailing us at support@myaudiomotion.co.uk
  • Writing to us at 204 Field End Road, Eastcote Pinner, Middlesex, England, HA5 1RD 
    • Please include your name, address, order number, and details of the item(s) you wish to return.

• Conditions for Return: For a successful unwanted item return and full refund, the following conditions must be met:
  • Protective Film – For portable laptop monitors, you must verify that the product is compatible with your laptop before removing the protective film on the screen. The film is essential or maintaining the product’s resalable condition. If the protective film has been removed, the monitor cannot be returned under our change-of-mind policy, as it will be considered used beyond acceptable inspection.
  • You must return the item(s) to us without undue delay, and within 14 days of notifying us that you wish to cancel.
  • The item must be returned in its original, undamaged packaging, complete with all included accessories, manuals, cables, and any other components.
  • The item must be unused. We understand you need to inspect your purchase. You are permitted to open the packaging and handle the item to establish its nature, characteristics, and functioning, similar to how you might inspect goods in a shop. However, ‘use’ beyond this level of inspection is not permitted for an unwanted return. Examples of ‘use’ include, but are not limited to, prolonged operation resulting in signs of wear, physical damage (scratches, dents), or removing protective films where not essential for basic inspection.
  • Returns will be refused where the product has been altered (e.g. additional components installed, original components removed, tamper seals broken) beyond what is necessary to inspect its basic functionality.
  • The item must not have been registered with the manufacturer (e.g., for warranty purposes).
• Returning the Goods (Method): Please package the item securely to prevent damage during transit; you are responsible for ensuring it reaches us in good condition. Use a tracked and insured postal or courier service for return. Our return address is: 204 Field End Road, Eastcote Pinner, Middlesex, England, HA5 1RD
  We recommend obtaining proof of postage and keeping it safe until your refund is processed.
• Return Costs: You are responsible for paying the direct cost of returning unwanted items. These costs are non-refundable.

Refunds:

• We will process your refund within 14 days of receiving the returned item back at our warehouse, or (if earlier) within 14 days of you providing proof that you have sent the item back.
• The refund will include the amount you paid for the item plus the cost of our standard outbound delivery charge for getting the item to you initially. If you originally paid for an enhanced delivery service (e.g., timed or next-day delivery), we will only refund the cost equivalent to our standard delivery option.
• Refunds will be issued to the original payment method used for the purchase.
• Deduction for Diminished Value: If we receive an item back that has been handled beyond what is necessary for inspection (as described under ‘Conditions for Return’), is damaged, is missing parts, requires data wiping due to failure to reset, or is otherwise not in a fully resalable condition due to your handling, we reserve the right to make a deduction from your refund to cover the loss in the item’s value.
• Exclusions from Change of Mind Returns: Your right to cancel and return unwanted items does not apply to:
• Goods made to your specification or clearly personalised.

Returning Faulty, Damaged, or Incorrect Items

Your legal rights under the Consumer Rights Act 2015 state that goods must be as described, fit for purpose, and of satisfactory quality.

• Your Consumer Rights: If an item you receive is faulty, damaged upon arrival, develops a fault through normal use, or is not the item you ordered, you have statutory rights to a remedy.
• Reporting an Issue: Please contact us as soon as possible if you discover a fault, damage, or error with your order. You can do this via:
• Emailing us at support@myaudiomotion.co.uk
• Calling us on (+44) 208 429 6276 Please provide your order number, details of the item, and a description of the issue. Providing photos or videos of the fault or damage can help us resolve the issue more quickly.
• Remedies Timeline: Your rights depend on when the issue is discovered:
• Within 30 Days of Delivery (Short-Term Right to Reject): If a fault is present or develops within 30 days of you receiving the goods, you have the right to reject the item and receive a full refund (including standard outbound delivery costs). Alternatively, you can request a like-for-like replacement or a repair, if you prefer and if feasible.
• After 30 Days (but within 6 months of delivery): If a fault develops after the first 30 days but within six months of delivery, you are entitled to a repair or replacement at no cost to you. We will choose the most appropriate remedy (repair or replacement), ensuring it is completed within a reasonable time and without causing you significant inconvenience. It is legally presumed that the fault was present at the time of delivery unless we can prove otherwise. If our first attempt at repair or replacement is unsuccessful, or if it cannot be done in a reasonable time or without significant inconvenience, you then have the right to reject the item for a full refund or keep the item and receive a price reduction.
• After 6 Months of Delivery: If a fault develops more than six months after delivery, you may still be entitled to a repair or replacement (or subsequent price reduction/final rejection), but you will need to provide evidence that the fault was present at the time of delivery (i.e., it is an inherent manufacturing defect rather than due to wear and tear or misuse). If you exercise your final right to reject after 6 months, any refund may be reduced to account for the use you have had of the goods. Remember, you may have rights under the CRA 2015 for up to 6 years from the date of purchase (5 years in Scotland) if an inherent fault causes the item to fail prematurely.
• Returning the Goods (Method): Once you have contacted us and we have authorised the return of a faulty, damaged, or incorrect item, we will provide instructions on how to return it. This will typically involve providing you with a pre-paid return label for you to send the item back via a designated courier or postal service. For very large or heavy items, we may arrange a collection.
• Return Costs: We (myaudiomotion.co.uk) will cover the reasonable costs of returning items that are confirmed as faulty, damaged on arrival, or incorrectly supplied. This will usually be via a pre-paid returns label or, in some cases, reimbursement upon presentation of a valid postage receipt.
• Refunds and Remedies: Once we receive the returned item and verify the fault, damage, or error, we will process your requested remedy (refund, replacement, or repair) promptly.
• Refunds will be issued to the original payment method.
• Replacements will be dispatched subject to stock availability.
• Repairs will be carried out by authorised technicians; we will keep you informed of the estimated timescale.

How to Make a Return (General Procedure)

Notify Us: Contact us via our within the relevant timeframe (30 days for unwanted items, or as soon as possible for faulty items). Provide your order number and reason for return.

Authorisation: Await our return authorisation and specific instructions. We will confirm the return address and provide a pre-paid label if applicable (for faulty/damaged/incorrect items).

• Prepare the Item:
• For unwanted items: Ensure the item meets the conditions in section 4.2, including performing a factory reset and removing all personal data/accounts.
• For all returns: Package the item securely, ideally in its original packaging, including all accessories, manuals etc.

Send the Item: Attach the return label (if provided) and send the item back using the instructed method (e.g., drop off at post office/courier point) or await collection if arranged. Obtain and keep proof of postage.

Confirmation: We will notify you by email once we have received and processed your return.

• Processing Your Refund/Remedy
  • We aim to process returns promptly upon receipt at our warehouse.
  • You will receive an email confirmation once the return is processed.
  • Refunds typically take 5-7 working days to appear back in your account after you receive the processing confirmation email, depending on your bank.
  • If a replacement is requested, we will dispatch it as soon as possible after processing the return, subject to stock.
  • If a repair is arranged, we will provide updates on the progress and expected completion date.

Manufacturer Warranties

Many products sold on myaudiomotion.co.uk come with a manufacturer’s warranty. This warranty is separate from, and in addition to, your statutory rights under the Consumer Rights Act 2015. Details of any applicable manufacturer’s warranty are usually included with the product documentation. You may choose to pursue a claim under the manufacturer’s warranty or exercise your statutory rights against us as the retailer. Exercising your statutory rights against us does not affect your manufacturer’s warranty, and vice versa.

Contact Us

If you have any questions about this policy or need to initiate a return, please contact our Customer Service team:

• Email: info@myaudiomotion.co.uk
• Contact Form: myaudiomotion.co.uk/contact-us/

Effective Date April 2025