Terms and Conditions
Terms & Conditions
By accessing this web site, you agree to the following terms and conditions and other applicable law. If you do not agree to be bound by these terms and conditions, please refrain from using this site.
All information and material provided on this web site is solely for illustrative purposes. It is not intended to and does not constitute any contractual or other commitment binding on Touchstone AV nor shall such information be construed as an offer to enter into any business relationship with any visitor. Any contractual or other binding commitment subsequently entered into with Touchstone AV shall be subject to separate terms and conditions as are subsequently agreed in writing by the parties.
Errors and Omissions
In the event a product is listed or quoted at an incorrect price due to an error from our suppliers or publishers. We reserve the right to refuse any orders listed at the incorrect price. If your credit/debit card has been charged and we subsequently cancel your order, we will immediately issue a refund to your credit/debit card.
All the information, content, text, images, including but not limited to html code, photography and buttons is the property of Touchstone AV and may not be copied, reproduced, republished, posted, transmitted, or distributed in any way without our express, advance, written consent.
All trademarks, imagery and or copy used or referred to in this site are the property of their respective owners.
Links on this site may lead to services or sites not operated by Touchstone AV. No judgment or warranty is made with respect to such other services or sites and Touchstone AV takes no responsibility for such other sites or services.
A link to another site or service is not an endorsement of that site or service. Any use you make of the information provided on this site, or any site or service linked to by this site, is at your own risk.
This site is provided "as is" and Touchstone AV expressly disclaims all warranties of any kind whether express or implied including the warranties of merchantability and fitness for a particular purpose.
In no event shall Touchstone AV or any of its employees or contractors be liable for any damages whatsoever in connection with the information or material on this web site, including but not limited to actual, consequential, direct, exemplary, incidental, indirect, punitive or special damages.
Goods are normally dispatched within 48 hours following receipt of order and confirmed payment, please allow up to 5 working days for some goods to be delivered. If your order is likely to take any longer or is one of our special order items, one of our customer services representatives will contact you to let you know. For multiple orders your order will be dispatched when all items of a multiple order have become available unless otherwise arranged.
Touchstone AV are currently offering FREE DELIVERY to Mainland UK*. (Except for special delivery items, the price for these products will be shown during checkout)
We reserve the right to change our delivery charges as and when necessary. This does not affect your Statutory Rights.
Receiving your items
All products and equipment sent by us must be checked for condition within 24 Hours
Any damaged items must must be reported within 24 Hours of delivery on: 01202 477276
If the box or packaging looks damaged or you are unsure of the condition of the item please
sign for your item as damaged or unchecked.
*We currently only offer delivery to the mainland UK only. Sorry orders from Jersey and Guernsey will not be accepted.
Although we work closely with our chosen couriers to ensure that we provide the best possible service and convenient delivery times, we regret that delays may sometimes occur which are out of our control of which we cannot be held responsible, or accountable for.
Refunds and Returns
Touchstone AV want you to be completely satisfied with all purchases made from us. In the unlikely event that you would like to return any item to us, please read and follow the instructions below carefully.
Any ‘unwanted’ goods (dispatched from stock) must be returned to us within 7 days of purchase for refund or store credit at our discretion.
Please note should you wish to 'audition' product(s) prior to purchase please contact us to discuss this strictly prior to purchase as we may be able to arrange a formal demonstration in some cases.
Importantly products must not be purchased on a 'trial' basis as the majority of our products are special order items and therefore will not be refunded if after purchase be found to be "not satisfactory to your taste" or other similar language and may be subject to store credit or a 50% restocking charge in this case.
Touchstone AV will refund or credit the value of all returned unwanted goods, excluding the original delivery charges, providing the goods are in a 'perfect' saleable condition and in their original packaging, with no parts, accessories or packaging missing.
If the goods do not reach us in a perfect, saleable condition and in their original packaging, then your right to a full refund may be affected.
If the returned item is not in 'perfect' 'as new' saleable condition when returned Touchstone AV reserve the right to offer a reduced refund amount or impose a restocking fee depending on the condition of the returned item and its packaging.
All items that are Special Order items are excluded from the money back policy and distance selling regulations. Please contact us for further details. (Also see *Exceptions)
Any unwanted goods returned to us are strictly at your expense. This does not affect your legal rights.
The returned parcel and its contents are your responsibility until they reach us. We therefore recommend that you send all items by registered post, retaining proof of postage.
Refunds will only be processed once the goods have been received and checked in to our warehouse.
Note: We aim to process all refunds within 30 days of receipt.
All returns will be credited to you by the original method of payment.
Refunds will not be given on any used products unless they are found to be faulty.
We will do our best to resolve your issues as soon as possible. The way in which we solve your problem will depend on the nature of the actual 'fault' and the available options. Some issues which appear as faults can often be solved simply with appropriate technical advice, we may ask you to contact the manufacturer direct in some cases,and products may be returned direct to the manufacturer in some cases so please contact us if you are unsure.
In the first instance please contact us on: 01202 477 276 or email email@example.com with your intention to return your item and receive a returns number and the address to send the item to (unless direct to the manufacturer).
Unit 40 Knowles Close
Please mark your return with your returns number (e.g... RMA1549) complete with your name and address stating any fault or problem with your item.
*All packaging must be retained for 30 days
*All items MUST be returned in their original packaging with all cables accessories and manuals etc.
*Failure to do so may result in your refund not being issued.
Items returned to us that do not meet our stated returns criteria will not be processed and you will be asked to arrange collection from us.
Please do not send items direct to us before discussing the fault or issue with us first as this may lengthen the process or result in unnessary damage or loss.
The following items cannot be returned:
- Items collected in person or where they are delivered after you have inspected a demonstration model in person.
- Items which are made-to-order to your specifications, for example custom cables or furniture.
- Special Order Products
- Non stock items ordered specifically for the customer.
- Items purchased by a company (B2B transactions).
- Items which have been damaged in your care.
All products and Equipment sent buy us must be checked for condition within 24 Hours.
Any damaged items must be reported within 24 Hours of delivery on: 01202 477 276
If the box or packaging looks damaged or you are unsure of the condition of the item please
sign for your item as damaged or unchecked
Please don’t send anything until you hear from us. When sending your item clearly indicate the returns number on the address label and make sure the senders address is attached to the package.
Items without a valid returns number will be rejected. Where postage has been left unpaid (or underpaid) the delivery will not be collected and may eventually be returned to you via Royal Mail. Royal Mail may also dispose of such items where a return address is not provided.
These terms and conditions may be subject to change at short notice - Touchstone AV retain the right to change this policy at any time.
If you have any comments or queries in connection with our returns and refunds policy, please click here to email us.
Price Match Promise
We will always try to match or beat any like for like offer you find on the internet, however on occasion this may not be possible, we therefore reserve the right to refuse if required.
Personal information from users of this web site is only gathered when you complete a form and submit its content to us. Voluntary submissions may consist of requests for further information relating to the company and or the services that we offer.
Touchstone AV is committed to protecting the privacy of our users. Any information collected by us is collected lawfully and in accordance with the Data Protection Act 1998.
This web site provides information to clients, potential clients and potential employees about the company and the professional services that we offer.
The personal information that we collect will be held securely in accordance with our internal security policy and the law. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
This website takes reasonable precautions to protect our users' information. If you submit any sensitive information via the website, your personally identifiable information is reasonably protected.
Our website contains links to third party websites which may or may not be owned or operated by us. Touchstone AV is not responsible for the privacy policies or content of third party web sites accessed via this site.
Touchstone AV monitors this site's access log information, included within that is the IP address from which you are connecting. Touchstone AV will not share this information with any third party companies.