Refund & Returns Policy

Please contact us before sending a return so we can give you the correct instructions. Email info@impactaudio.co.uk, call 01270 883243, or write to the address below. Include your order number if available.

Impact Audio — Returns
Impact Marketing Services Limited
Unit R2-16, Riverside
Mountbatten Way
Congleton
CW12 1DY
United Kingdom

Changing your mind — consumer orders

If you buy as a consumer online, by telephone or by mail, you can normally cancel from the time you order until 14 days after receiving your goods. If one order arrives in separate deliveries, this period runs from receipt of the final item.

Tell us clearly that you wish to cancel within that period. You may use the cancellation form below, but you do not have to. After notifying us, send the goods back without delay and within a further 14 days.

For a change-of-mind return, you pay the direct cost of returning the goods. Please pack them securely, include all accessories and use the original packaging where possible. Retain evidence of posting.

We refund the cancelled goods. If you cancel the whole order, we also refund the standard delivery charge paid. Any extra paid for an upgraded delivery service is not refundable.

We may reduce the refund for loss of value caused by handling beyond what is necessary to check the goods' nature, characteristics and functioning.

Refunds use the original payment method unless you agree otherwise, with no refund fee. We refund without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever comes first. If there are no goods to return, we refund within 14 days of your cancellation notice.

The normal cancellation right may not apply to goods made to your specifications or clearly personalised. An ordinary catalogue item brought in from Visaton is not treated as custom-made simply because we ordered it for you.

Faulty, damaged or incorrect goods

Please contact us as soon as you notice a problem, with your order details and a description of the issue. We will arrange the appropriate return or collection and cover reasonable return costs where goods are faulty, damaged on delivery or incorrectly supplied.

Your rights to a refund, repair or replacement depend on the circumstances. They are not limited to the change-of-mind period or to reporting a problem within 7 or 10 days. Our guarantee against faulty workmanship and materials is additional to your statutory rights. For Visaton products bought from Impact Audio, the guarantee period is three years from the date of purchase; for other goods, it is 12 months from delivery. Please contact us with your proof of purchase and details of the fault before returning a product.

Business purchases

The statutory consumer cancellation right applies to consumers. Business purchases remain subject to the agreed terms of sale, including any cancellation, return and guarantee rights we have provided. Please contact us for return instructions.

Optional cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Impact Marketing Services Limited trading as Impact Audio, Unit R2-16, Riverside, Mountbatten Way, Congleton, CW12 1DY, United Kingdom; info@impactaudio.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.